Activity A: Journal (maximum 500 words) 10%
Prepare a journal which records your activities and progress related to completing this assignment.
In date order, clearly list the following:
• Date of research activity/discussion
• Web sites visited to collect information; other references accessed
• Time duration of the activity.

Activity B: Case study (maximum 3,500 words) 90%
Structure, presentation and introduction 10%
Your report should include a letter of transmittal, executive summary and introduction to the report. State the name(s) of student(s).
Part 1. Importance of ITSM at NSI 20%
Explain why is it important for NSI to have effective processes in place to manage IT services.
Part 2. Service Design 30%
In the current design model of IT service provision at NSI, the service desk function is provided in-house by TAFE employees. Consider the option of outsourcing the service desk. Discuss the roles and responsibilities associated with IT support and the advantages and disadvantages of outsourcing the service desk.
Part 3. ISO/IEC 20000 Certification 20%
NSI is certified to ISO 9001 and ISO 14001 and is now considering ISO/IEC 20000 certification. Ms Christie has asked you to advise on the decision. Provide a brief of why NSI should or should not seek certification for ISO/IEC 20000. Identify the benefits and drawbacks of certification.
Part 4. Conclusions and Recommendations to Managing Director 10%
Provide a summary of your findings and make recommendations to the MD.