Final Project Milestone Two Rubric: Metrics

 

IT 261 Final Project Milestone Two Rubric: Metrics

Before you begin preparations for Milestone Two, be sure you have read the Final Project Document, which provides an overview of the instructions, expectations, and grading criteria for the project as a whole. This document is available for review in the Assignment Guidelines and Rubrics section of the course. 

Please utilize your text, course learning resources, the Shapiro Library Multi-Search tool, and other reputable sites on the internet as sources of information. 

Using the PowerPoint file from Milestone One, create new slides and speaker notes for the second and third sections of the course project.

II. Describe what key performance indicators (KPI) will be used to measure and track help desk performance.

III. Describe the importance of client satisfaction as a measure of IT help desk success, specifically for TechWare. 

Please note that the course project intent is to introduce students to the ITSM process. For the intended learning and exposure to the course project topics, assumptions can be made and any such assumptions should be documented.   

Guidelines for Submission: College-level writing is expected. Submissions should be free of major grammatical and/or spelling errors.  

Critical Elements	Exemplary (100%)	Proficient (85%)	Needs Improvement (55%)	Not Evident (0%)	Value
Key Performance Indicators (KPI)	Meets “Proficient” criteria, and KPIs are particularly relevant given the scenario and can provide the basis for a full plan for improving IT service	Establishes KPIs based on the scenario and identified issues that could be logically used as the basis for improvement of service levels	Establishes KPIs, but not all KPIs are based on the scenario and identified issues, or not all KPIs could be logically used as the basis for service level improvement	Does not establish KPIs	50
Importance	Meets “Proficient” criteria, and support includes exceptional examples with scenario-specific context and professional or scholarly sources that highlight the organizational “big-picture” importance	Describes the importance of client satisfaction as a measure of IT help desk success with relevant support from scenario and external sources	Describes the importance of client satisfaction as a measure of IT help desk success, but lacks relevant support from scenario and external sources	Does not describe the importance of client satisfaction as a measure of IT help desk success	40
Writing (Mechanics, Citations, Formatting)	Submission demonstrates no errors related to organization, grammar and style, and citations (if needed)	Submission demonstrates minor errors related to organization, grammar and style, and citations	Submission demonstrates some errors related to organization, grammar and style, and citations	Submission demonstrates major errors related to organization, grammar and style, and citations	10
				Earned Total	100%

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Introduction of Milestone one Rubric

 

IT 261 Final Project Milestone One Rubric: Introduction

Before you begin preparations for Milestone One, be sure you have read the Final Project Document, which provides an overview of the instructions, expectations, and grading criteria for the project as a whole. This document is available for review in the Assignment Guidelines and Rubrics section of the course.

Please utilize your text, course learning resources, the Shapiro Library Multi-Search tool, and other reputable sites on the internet as sources of information.

Using PowerPoint, create the slides and speaker notes for the first section (critical element I) of the final project.

I. Introduction to your team: 

a) Given the client complaints, determine the specific issues that the help desk is facing, and explain how you came to these conclusions. 

b) What are some goals and objectives for a successful IT help desk? In other words, what service-level agreement standards or overall service goals need to be attained in order for the help desk to be considered successful?

Please note that the course project intent is to introduce students to the ITSM process. For the intended learning and exposure to the course project topics, assumptions can be made and any such assumptions should be documented.

Guidelines for Submission: College-level writing is expected. Submissions should be free of major grammatical and/or spelling errors. 

Critical Elements	Exemplary (100%)	Proficient (85%)	Needs Improvement (55%)	Not Evident (0%)	Value
Key Issues	Meets “Proficient” criteria and provides specific detail and support regarding the source of the issues	Meets “Proficient” criteria and provides specific detail and support regarding the source of the issues	Determines the specific issues that the help desk is facing, but with gaps in accuracy or lack of necessary detail around what the scenario indicates	Does not determine the specific issues that the help desk is facing	50
Goals and Objectives	Meets “Proficient” criteria, and established goals show keen insight into the needs of the scenario IT service help desk or provides particularly strong support for the established goals	Establishes and supports reasonable service goals for a successful IT help desk	Establishes goals, but not all goals are reasonable for a successful help desk, or does not provide relevant support for the importance of the established goals	Does not describe what key performance indicators will be used to measure and track help desk performance with adequate detail	40
Writing (Mechanics, Citations, Formatting)	Submission demonstrates no errors related to organization, grammar and style, and citations (if needed)	Submission demonstrates minor errors related to organization, grammar and style, and citations (if needed) spelling, grammar, style, and citations when appropriate	Submission demonstrates some errors related to organization, grammar and style, and citations (if need)	Submission demonstrates major errors related to organization, grammar and style, and citations (if needed)	10
				Earned Total	100%

 

 

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Activities Guidelines and Rubric

 IT 261 Learning Activities Guidelines and Rubric

All learning activities are designed to allow you to apply the ITSM topics learned to realistic situations. Detailed instructions for each learning activity are listed in each respective module. General summaries of activities follow:

Learning Activity 1 (Module Two): Short Paper: Service-Level Agreement Review The first learning activity allows you to apply knowledge gained regarding IT service-level agreements. You will review a sample IT SLA document and write a 1– 2-page paper in response to guiding questions.  

Learning Activity 2 (Module Three): ITSM Metrics Program The second learning activity allows you to use your learned knowledge of ITSM metrics to create your own design. Be sure to review the complete set of instructions in the Learning Activity 2 document. 

Learning Activity 3 (Module Four): Short Paper: Process Assessment The third learning activity allows you to select a business process with which you are familiar to assess. You will write a 1- to 2-page paper in response to guiding questions. 

Learning Activity 4 (Module Six): Process Map or Quality Analysis The fourth learning activity allows you to apply knowledge gained regarding IT process mapping. You will create a process map or quality analysis according to specified guidelines. 

Rubric

Guidelines for Submission: Learning activity assignments must follow these formatting guidelines: double spacing, 12-point Times New Roman font, one-inch margins, and discipline-appropriate citations.  

 

Critical Elements	Exemplary (100%)	Proficient (85%)	Needs Improvement (55%)	Not Evident (0%)	Value
Main Elements	Includes all of the main elements and requirements of the activity	Includes most of the main elements and requirements of the activity	Includes some of the main elements and requirements of the activity	Does not include any of the main elements and requirements of the activity	45
Inquiry and Analysis	Provides thorough and in-depth responses that demonstrate complete understanding of relevant ITSM concepts	Provides responses that demonstrate some understanding of relevant ITSM concepts	Provides responses that demonstrate minimal understanding of relevant ITSM concepts	Does not provide responses that demonstrate understanding of relevant ITSM concepts	45
Writing (Mechanics/Citations)	No errors related to specified organization, spelling, grammar, style, and citations when appropriate	Minor errors related to specified organization, spelling, grammar, style, and citations when appropriate	Some errors related to specified organization, spelling, grammar, style, and citations when appropriate	Major errors related to specified organization, spelling, grammar, style, and citations when appropriate	10
				Earned Total	100%

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What is Focus on Rehabilitation Service Provision?

 

 

SERVICE PROVISION

 

Focus on Rehabilitation Service Provision

 

LEARNING OUTCOMES

Knowledge	The contribution of philosophical and theoretical perspectives of occupation to the practice of occupational therapy  Occupational therapy approaches and service delivery within the context of current legislation, guidelines, policy, frameworks, environments and emerging issues  Critical understanding of assessment tools and outcome measures; their importance in relation to evidenced based practice at the levels of individual outcomes, service effectiveness and professional effectiveness.
Cognitive skills	Develop and evaluate approaches to enabling occupation in complex situations.  Analyse challenges to sustaining an occupational focus in practice.  Demonstrate ability to understand and interpret research outcomes.  Evaluate the role of the therapist as an agent of change.
Skills	1.      Consider aspects of service provision to facilitate and support occupational performance

 

For this assignment, you will need to provide a critical evaluation of service provision for any diagnostic group, as follows.  

Critically evaluate occupational therapy service provision in any area of service. Consider issues impacting upon practice and challenges to sustaining an occupational focus.

You are required to explore an area of personal interest and devise your own specific essay question which will enable you to do this. (FOCUS ON NEURO REHAB}

Here is some additional guidance on the content and structure of the essay

• Detail in your introduction the health and occupational needs of one service user population e.g. early onset dementia and maintaining employment. Include relevant legislation, guidelines, policy, environments and emerging issues to justify the focus on this service area. (approx. 300 words). 
• Briefly draw on any relevant theoretical and philosophical perspectives of occupational therapy that influence this service area e.g. a model of practice (approx. 200 words).
• Drawing on a range on literature (which includes research outcomes not dated older than 10 years old), detail and critique current service provision in this context area. This must include how the service is measured by considering how assessment tools and outcome measures relate to evidence-based practice at the level of the individual, service and profession.  (Approx 1000 words). 
• Drawing on practice experience, analyse any challenges to improving occupational therapy service provision in this context area. Detail any opportunities for innovative practice which may address the challenges presented (Approx 300). 
• Conclusion should succinctly cover the main points of the assignment. (200 words)

 

 

Marking Criteria

Content requirement and learning outcomes addressed (from assessment block descriptor)	A*   Outstanding 90-100	A (A+, A, A-) Excellent 70 - 89	B (B+, B, B-) Very good 60-69	C (C+, C, C-) Good 50-59
Introduction 10%	An outstanding introduction to the service area, justified well by legislation, guidelines, policy and emerging issues.	An excellent introduction to the service area, justified well by legislation, guidelines, policy and emerging issues.	A very good introduction to the service area, justified well by legislation, guidelines, policy and emerging issues.	A good introduction to the service area, justified by some legislation, guidelines, policy and emerging issues. Some omissions
Theoretical and philosophical perspectives of occupational therapy 15%	Outstanding consideration of key theoretical and philosophical perspectives of occupational therapy to justify service provision.	Excellent consideration of key theoretical and philosophical perspectives of occupational therapy to justify service provision	Very good consideration of key theoretical and philosophical perspectives of occupational therapy to justify service provision.	Good consideration of key theoretical and philosophical perspectives of occupational therapy to justify service provision. Some omissions
Critical consideration of a service area 40%	Draws on an outstanding range of literature to develop a highly complex critique of service provision.	Draws on an excellent range of literature to critique service provision.	Draws on a very good range of literature to critique service provision.	Draws on a good range of literature. Some omission or inaccuracies in relation to critically evaluation service provisio
Consideration of assessment tools and outcome measures 15%	A highly critical, in-depth consideration of tools and measures that relate to all three levels of measurement	Excellent consideration of tools and measures that relate to all three levels of measurement	Very good consideration of tools and measures that relate to all three levels of measurement	Good consideration of tools and measures. Some omissions in relation to the levels of measurement
Draws on practice experience 10%	An outstanding ability to synthesis practice experience with identifying solutions that promote innovative practice	A excellent standard of synthesising practice experience with identifying solutions that promote innovative practice.	A good standard of synthesising practice experience with identifying solutions that influence practice.	Some evidence of drawing on practice experience to identify potential practice problems.
Conclusion 10%	An outstanding ability to conclude main points clearly and concisely	An excellent ability to conclude main points clearly and concisely	An good ability to  conclude main points clearly and concisely	An ability to conclude main points clearly

READING LIST

Healthcare management

• Book
• by Judith Smith
• 2016

  

Investigating the provision of occupational therapy services: A case study in Canadian Journal of Occupational Therapy

• Article
• by Alicia Carey; Lynn Cockburn; Sylvia Langlois
• 13/05/2019

 

Developing vocational rehabilitation services for people with long-term neurological conditions: Identifying facilitators and barriers to service provision in British Journal of Occupational Therapy

• Article
• by Kate Hayward; Bilal A Mateen; E Diane Playford; Gail Eva
• 06/2019

  

Occupational therapy and vocational rehabilitation

• Book
• by Joanna Ross
• c2007

Understanding health inequalities

• Book
• by Hilary Graham
• 2009

Occupational therapy essentials for clinical competence

• Book
• by Mary Beth Patnaude; Robin Newman
• 2017

Redesigning Occupational Therapy Service Provision to Increase Efficiency, Effectiveness and Stakeholder Satisfaction in British Journal of Occupational Therapy

• Article
• by Ayana Horton; Jennifer Hall
• 04/2008

 

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