This is the examiner's report for the 2021 unit 14 IT service delivery exam. It contains model answers that can give you a better understanding of how to structure your answers in order to achieve the best grade possible.
Pearson BTEC Nationals
In Information Technology (20161K)
Unit 14: IT Service Delivery
, BTEC LE Report 2101
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, BTEC LE Report 2101
Introduction
A number of previous assessment windows have taken place for Unit 14: IT
Service Delivery. This unit is only available to learners on the BTEC Level 3
National Extended Diploma in Information Technology and the unit is a
mandatory part of the qualification. In the assessment for this unit, learners
have to consider the IT service requirements for a given scenario and plan a
solution for IT service delivery.
The unit is a paper-based examination and is broken down into a two-part
task. Part A contains material for the completion of the preparatory work for
Part B and is taken over a maximum of 3 hours across a period of 2 weeks. No
marks are awarded for Part A. Part B contains materials for the completion of
the set task under supervised conditions over a maximum of 8 hours across a
period of 3 weeks. A maximum two A4 sides of hard copy research notes from
Part A may be taken into the assessment. Part B is broken down into five
activities that cover different areas of the specification where learners are
expected to apply knowledge and understanding of the IT service delivery
requirements for the hospitality sector provided in the scenario.
Templates are provided to learners for three of the activities in the set task in
Part B. These templates are provided to help the learners provide a structure
to their response and support them in producing relevant evidence.
The DfE confirmed on January 4th that they expected scheduled vocational
exams to go ahead and it updated that guidance on January 5th to give schools
and colleges the choice to offer learners vocational exams, should schools and
colleges judge it right to do so. The number of learners that took the
assessment was greatly reduced following these announcements.
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, BTEC LE Report 2101
Introduction to the Overall Performance of the Unit
The number of learners taking the assessment was fewer than in previous
sessions. The quality of learner responses was similar to previous sessions.
The scenario was based on Rodri’s, a restaurant employing on-site staff in a
number of roles, as well as engaging the services of external contractors.
Activity 1, outline IT service strategy, saw evidence presented that met the
requirements of all three-mark bands. The majority of responses were Band
1 and Band 2 responses. In some learner work, the evidence presented was
generic in nature and the strategy had limited links to the restaurant business
in the scenario provided.
Activity 2, IT service catalogue, saw evidence presented that met the
requirements of all three-mark bands. The majority of responses were Band
1 and Band 2 responses. Many learners produced evidence that was limited
in terms of the function and service name in relation to the restaurant
business in the scenario provided. Evidence for trait 3 was stronger than the
other traits as a non-IT specialist would have been able to understand the
evidence presented with minimal assistance.
Activity 3, IT service delivery solution, saw evidence presented that met the
requirements of all four-mark bands. The majority of responses were Band 1
and Band 2 responses. The main area of weakness in the evidence presented
for this activity related to the data and information required to meet the IT
requirements of the business.
Activity 4, management report evaluating the solution, saw evidence
presented that met the requirements of all four-mark bands. The majority of
responses were Band 1 and Band 2 responses. Evidence relating to alternative
solutions that could be used was weak in the work of many learners.
Activity 5, IT service management implications report, saw evidence presented
that met the requirements of all four-mark bands. The majority of responses
were Band 1 and Band 2 responses. Evidence demonstrating the solution’s
capacity to respond to change was weak in the work of many learners.
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