Final Project Milestone Three Rubric: Current Level of Service

 

IT 261 Final Project Milestone Three Rubric: Current Level of Service

Before you begin preparations for Milestone Three, 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 Two, create new slides and speaker notes for the fourth section (critical element IV) of the final project.

IV. Explain how current help desk service-level baselines will be established. Specifically, how will you determine the current level of service and designate it as acceptable or not acceptable? 

a) What stakeholders and user needs should be taken into account?  

b) What is considered an acceptable level of service, and should this be static or dynamic? 

c) Explain the process you designed for measuring improvement of service. What methods could be used to measure improvements (surveys, call logs, etc.)? Why is measuring performance improvement useful? What is the reasoning behind your process? 

d) Explain how you plan on monitoring service levels to identify improvements or patterns.

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
Stakeholders and User Needs	Meets “Proficient” criteria, and explanations show keen insight into the end users and stakeholders that must be considered, with specific examples from the scenario	Explains in detail the stakeholders and user needs that should be considered when determining acceptable levels of service	Explains the stakeholders and user needs that should be considered when determining acceptable levels of service, but lacks detail	Does not explain the stakeholders and user needs that should be considered when determining acceptable levels of service	25
Acceptable Level of Service	Meets “Proficient” criteria, and reasoning is driven by the scenario, so all conclusions fall within the appropriate context	Accurately identifies and explains the level and nature (static or dynamic) of acceptable service monitoring with logical reasoning	Identifies and explains the level and nature of acceptable service monitoring, but with gaps in accuracy or logic	Does not identify and explain the level and nature of acceptable service monitoring with logical explanation	25
Measuring Improvement	Meets “Proficient” criteria, and defense of process includes relevant and reliable resources and examples	Establishes and defends the process designed for improving service and the methods that could be used to measure improvements in accordance with established KPIs and acceptable service levels	Establishes and defends the process designed for improving service and the methods that could be used to measure improvements; however, process is not always in accordance with established KPIs and acceptable service levels	Does not establish and defend the process designed for improving service and the methods that could be used to measure improvements	20
Monitoring Service Levels	Meets “Proficient” criteria, and defense includes relevant and reliable resources and examples on how the process would prevent degradation	Establishes and defends a process for monitoring service levels that could prevent the degradation of service	Establishes and defends a process for monitoring service levels, but the process may not prevent the degradation of service	Does not establish and defend a process for monitoring service levels	20
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%