Activity 1

• IT
• Higher Education (degree)
• Higher Education (non-degree)

Martepool Coaches 

June 2024 Past Paper Breakdown 

Learning Outcomes

1. Define what an IT service catalogue is and explain its purpose.

2. Identify and describe core IT services commonly offered by an organisation.

3. Understand the concept of service ownership and identify who manages various IT services.

What is a Service Catalogue 

A Service Catalogue is a comprehensive list of all IT services offered to users within an organisation.

It helps employees and customers understand what services are available and how to access them.

It improves communication between IT and other departments, ensuring expectations are clear.

Core IT Services 

Core IT Services are essential systems and applications used daily across the organisation. 

Examples include:

Booking System: Used to reserve resources like meeting rooms or equipment.

Website: The organisation’s public-facing site for information and services.

Security Cameras: Systems that monitor physical premises to ensure safety.

Payroll System: Manages employee salary and benefits processing.

Email/Communications: Enables internal and external communication via email, chat, and messaging.

Supporting Services 

Supporting Services ensure the core systems operate smoothly and securely:

Data Backup: Regular saving of data to prevent loss in case of failure.

IT Support: Helpdesk services for troubleshooting and resolving IT issues.

Software Updates: Regular patches and upgrades to keep systems secure and efficient.

Future Services 

Looking ahead, organisations may introduce new services to improve efficiency and user experience:

Mobile App for Bookings: Allows users to book resources directly from their smartphones.

Social Media Management Tools: Help manage and schedule posts across platforms for marketing and communications.

Service Ownership

Every service in the catalogue has an owner responsible for managing it.

Service owners ensure services are delivered effectively and meet user needs.

Examples:

IT Manager may own the Email Service.

Facilities Team may own Security Cameras.

HR Department may own the Payroll System.

Response One 

Examiners Report: Page 8-12

What is the primary goal of IT service strategy?

1. Align IT services with business objectives
2. Enhance employee satisfaction only
3. Reduce IT costs significantly
4. Increase hardware availability

What does IT service strategy help organisations do?

1. Outsource all IT functions
2. Identify market needs effectively
3. Eliminate all IT risks
4. Maximise hardware utilisation only

IT Service Strategy Layout

Task 

Download the IT Service Strategy template from Canvas.

Looking at the scenario for Martepool Coaches fill out the IT service strategy.