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%