COVENTRY UNIVERSITY

386COM -

Business Continuity and Compliance

Assessment Components:
Items

Team/ Individual

(1)

Part (A) - ITIL

Individual

30%

(2)

Part (B) - Business Continuity

Team

60%

(3)

Part (B) - Business Continuity

(Presentation)

Team

10%

Total

100%

Percentage of module total:

(1)

Weight

100 %

Assessment Component:

Part (A) - ITIL (Individual)

Business Continuity is a core discipline within ITIL.

For this part, students will work individually and submit an individual report.
It will be based on the Geppetto Garcias case study given, by using sound research and effective
literature review.
Due date:

11th July 2015 (4pm)

Weighting:

30%

Length:

Around 2,500 words

386COM

-1-

Prepared by Daniel Cheng

Marks
Allocation

Items
1.

Service Strategy
5 marks

Identify the business desired outcomes of each of the following:

1. Genevieve Boswell, Restaurant Operations
2. Brenda Fuller, Time Management
3. Alan Hamilton, Finance
Identify the capabilities and resources that may be needed to meet the above
business desired outcomes.
2.

Service Design
Geppetto Garcias wants to introduce a new gift card service for their
restaurants. By referring to the five aspects of Service Design, what aspects of
the design of this new service should be considered?

3.

Service Transition
The new gift service has been designed and is being promoted to Service
Transition through a Service Design Package. Based on what you learned in
the Service Transition processes, provide a high level project plan that
accounts for the activities in Service Transition by process to get the new
service into operation.

4.

5 marks

Service Operation
When the gift card service enters operation, an entry for the service is entered
into the Service Catalog. SLAs are also created to support the gift card
service and its supporting services. Based on the processes in Service
Operation, how do these processes utilize the information in the Service
Catalog and SLAs? Also, how do these processes work with each other to
support these services?

5.

5 marks

5 marks

Continual Service Improvement

5 marks
The gift card service has been in operation for 8 months. However, the new
service is dramatically affecting the financial reporting for each individual
restaurant. When a gift card is used, the amount of the gift card is reduced from
the diners bill. However, the money that was on the gift card is credited to the
corporate account, not the restaurant account. This results in the corporate
account making the money and is not properly reflected on the financial
statements for the restaurant where the gift card was used.
With this observation, the system that accounts for the gift card purchases
should be modified. Based on the CSI Model, what steps should you take to
modify the service?

6.

Organization and structure of report.

2 marks

7.

Quality of Introduction, summary and conclusion.

1.5 marks

8.

Extent and relevance of the cited references.

1.5 marks

386COM

-2-

Prepared by Daniel Cheng

(2) & (3)

Assessment Component:

Part (B) - Business Continuity (Team)

For this part, students will work in teams, submit a group report and do a group presentation.
It will be based on the Geppetto Garcias case study given, by using sound research and effective
literature review.
Due dates:

23rd & 24th June 2015

25th July 2015

Weighting:

70%

Length:

Around 4,000 words

Team size:

3-4 students

(Group presentation)
(4pm, Submission of final report)

Items

Business Continuity Report:

1.

Marks allocation

60%

Business Impact Analysis and Disaster Recovery Planning

12 marks
Use business impact analysis (BIA) to understand which processes in the
business are vital to ongoing operations and to understand the impact a
disruption of these processes would have on the business.
1.
2.

2.

Conduct a business impact analysis.

Develop a disaster recovery planning.

Risk Assessment
12 marks
Identify all foreseeable hazards and detail the controls that will be used to
eliminate or reduce the risk of those hazards.
Provide the details on how an emergency during the event will be handled.

3.

IT Service Continuity Management Strategy

12 marks
Recommend the strategy (or strategies) that will be appropriate, and justify
your answer.

4.

Operational Activities
12 marks
Identify the operational activities, including Education, Training, Testing,
Change Management, Review, etc.

5.

Organization and structure of report.

4 marks

6.

Quality of Introduction, summary and conclusion.

4 marks

7.

Extent and relevance of the cited references.

4 marks

386COM

-3-

Prepared by Daniel Cheng

Business Continuity Presentation:

-

10%

Each team is required to do a presentation, based on what they have done.

The maximum presentation time for each team is 10 minutes + 5 minutes
Q & A session.
Marks will be assessed on group and individual basis.

10 marks

Important dates:
1. ITIL report (soft copy and printed report)
- 11th July 2015 (4pm)
2. Business Continuity (Presentation)
- 23rd & 24th June 2015
3. Business Continuity Report (soft copy and printed report)
- 25th July 2015 (4pm)

386COM

-4-

Prepared by Daniel Cheng

Remarks:
1. The reports should be in business report format with references.
2. NO late submission will be accepted. Assignment submitted late will result in ZERO mark.
3. The word limits are excluding report cover, table of contents, appendices and references;
1.5 line spacing, 12 font size on A4 paper.
4. You should state clearly any assumption; justify the assumptions and recommendations
you make.
5. Include the following details on the report cover:
- Module Name
- Group Number
- Team Number
- Student Number & Name
- Tutors Name
- Submission Date
6. Indicate the work allocation of each team member clearly on the last page.

Note: This is a tentative document. Some minor changes may be made if necessary.

386COM

-5-

Prepared by Daniel Cheng

Rubric for Part (A) - ITIL (Individual)

Content
Service
Strategy

Identification
of business
desired
outcomes,
capabilities
and resources
that may be
needed to
meet those
business
desired
outcomes.

70% or
above

60% - 69%

50% - 59%

40% - 49%

Below 40%

All the
points
identified
are
appropriate,
points
identified
are
numerous,
and are
remarkably
explained.

All the
points
identified
are
appropriate,
points
identified
are
sufficient,
and are well
explained.

Most of the
points
identified
are
appropriate
and are
clearly
explained.

Some of the
points
identified
are
appropriate
and are
clearly
explained.

Most of the
points
identified are
inappropriate
and are not
clearly
explained.

All the
points
identified
are
appropriate,
points
identified
are
numerous,
and are
remarkably
explained.

All the
points
identified
are
appropriate,
points
identified
are
sufficient,
and are well
explained.

Most of the
points
identified
are
appropriate
and are
clearly
explained.

Some of the
points
identified
are
appropriate
and are
clearly
explained.

Most of the
points
identified are
inappropriate
and are not
clearly
explained.

All the
activities
identified
are
appropriate,
activities
identified
are
numerous,
and are
remarkably
explained.

All the
activities
identified
are
appropriate,
activities
identified
are
sufficient,
and are well
explained.

Most of the
activities
identified
are
appropriate
and are
clearly
explained.

Some of the
activities
identified
are
appropriate
and are
clearly
explained.

Most of the
activities
identified are
inappropriate
and are not
clearly
explained.

(5 marks)
Service Design

Aspects of
design that
need to be
considered.
(5 marks)

Service
Transition

A high level
project plan
that accounts
for the
activities in
Service Transition by
process to get
the new
service into
operation.
(5 marks)

386COM

-6-

Prepared by Daniel Cheng

Service
Operation

How those
processes
utilize the
information in
the Service
Catalog and
SLAs, and
how those
processes
work with each
other to
support those
services.
(5 marks)

Continual
Service
Improvement

Based on the
CSI Model,
steps that
should be
taken to
modify the
service.
(5 marks)
Organization
and structure
of report.
(2 marks)

386COM

Utilization of
information
in the
Service
Catalog and
SLAs is
remarkably
explained
with
numerous
points. How
those
processes
work with
each other
to support
those
services is
remarkably
explained
with
numerous
points.

Utilization of
information
in the
Service
Catalog and
SLAs is well
explained
with
sufficient
points. How
those
processes
work with
each other
to support
those
services is
well
explained
with
sufficient
points.

Utilization of
information
in the
Service
Catalog and
SLAs is well
explained.
How those
processes
work with
each other
to support
those
services is
well
explained.

Utilization of
information
in the
Service
Catalog and
SLAs is
reasonably
explained.
How those
processes
work with
each other
to support
those
services is
reasonably
explained.

Utilization of
information in
the Service
Catalog and
SLAs are
badly
explained.
How those
processes
work with
each other to
support those
services is
badly
explained.

All the steps

identified
are
appropriate,
steps
identified
are
numerous,
and are
remarkably
explained.

All the steps

identified
are
appropriate,
steps
identified
are
sufficient,
and are well
explained.

Most of the
steps
identified
are
appropriate
and are
clearly
explained.

Some of the
steps
identified
are
appropriate
and are
clearly
explained.

Most of the
steps
identified are
inappropriate
and are not
clearly
explained.

Report is
well
organized
and
structured.
concise,
and in a
very
professional
format.

Report is
well
organized
and
structured,
and in
professional
format.

Report is
readable
and in
professional
format, but
improvemen
t is needed
on
organization
and
structure.

Report is
Report is not
understanda laid out well or
ble but not
not readable.
in
professional
format.

-7-

Prepared by Daniel Cheng

Introduction,
summary and
conclusion.
(1.5 marks)

Cited
references
(1.5 marks)

Introduction,
summary
and
conclusion
are
remarkably
written.

Introduction,
summary
and
conclusion
are well
written.

Introduction,
summary
and
conclusion
are
reasonably
written.

Introduction,
summary
and
conclusion
are
unsatisfacto
rily written.

Introduction,
summary and
conclusion
are badly
written.

Intensive
appropriate
cited
references
provided.

Lot of
appropriate
cited
references
provided.

(more than
15)

(more than
10)

Cited
references
provided are
appropriate
and
satisfactory.

Cited
references
provided are
appropriate
but
unsatisfacto
ry. (at least
5)

Little
appropriate
cited
references
provided.
(less than 5)

(at least 5)

Rubric for Part (B) - Business Continuity (Team)

Content
Business
Impact
Analysis

(12 marks)

Risk
Assessment

(12 marks)

386COM

70% or
above
All the key
products &
services
and critical
activities
identified
are
appropriate,
points
identified
are
numerous,
and are
remarkably
explained.
All the risks
identified
are
appropriate,
points
identified
are
numerous,
and are
remarkably
explained.

60% - 69%

50% - 59%

40% - 49%

Below 40%

All the key

products &
services
and critical
activities
identified
are
appropriate
and are
clearly
explained.

Most of the
key
products &
services
and critical
activities
identified
are
appropriate
and are
clearly
explained.

Some of the
key
products &
services
and critical
activities
identified
are
appropriate
and are
clearly
explained.

The key
products &
services and
critical
activities
identified are
inappropriate
and are not
clearly
explained.

All the risks

identified
are
appropriate
and are
clearly
explained.

Most of the
risks
identified
are
appropriate
and are
clearly
explained.

Some of the
risks
identified
are
appropriate
and are
clearly
explained.

The risks
identified are
inappropriate
and are not
clearly
explained.

-8-

Prepared by Daniel Cheng

IT Service
Continuity
Management
Strategy

(12 marks)

Operational
Activities

(12 marks)

Organization
and structure
of report.
(4 marks)

Introduction,
summary and
conclusion.
(4 marks)

Cited
references
(4 marks)

The
choice(s)
recommend
ed is/are
appropriate,
with good
ideas, and
justifications
are
remarkably
explained.
All the
points
identified
are
appropriate,
points
identified
are
numerous,
and are
remarkably
explained.

The
choice(s)
recommend
ed is/are
appropriate,
with good
ideas, and
justifications
are well
explained.

The
choice(s)
recommend
ed is/are
appropriate
and
justifications
are clearly
explained.

The
choice(s)
recommend
ed is/are
acceptable
and
justifications
are fairly
explained.

The choice(s)
recommended
is/are
inappropriate
and
justifications
are weak and
not clearly
explained.

All the
points
identified
are
appropriate,
points
identified
are
sufficient,
and are well
explained.

Most of the
points
identified
are
appropriate
and are
clearly
explained.

Some of the
points
identified
are
appropriate
and are
clearly
explained.

Most of the
points
identified are
inappropriate
and are not
clearly
explained.

Report is
well
organized
and
structured.
concise,
and in a
very
professional
format.

Report is
well
organized
and
structured,
and in
professional
format.

Report is
readable
and in
professional
format, but
improvemen
t is needed
on
organization
and
structure.

Report is
Report is not
understanda laid out well or
ble but not
not readable.
in
professional
format.

Introduction,
summary
and
conclusion
are
remarkably
written.

Introduction,
summary
and
conclusion
are well
written.

Introduction,
summary
and
conclusion
are
reasonably
written.

Introduction,
summary
and
conclusion
are
unsatisfacto
rily written.

Introduction,
summary and
conclusion
are badly
written.

Intensive
appropriate
cited
references
provided.

Lot of
appropriate
cited
references
provided.

(more than
15)

(more than
10)

Cited
references
provided are
appropriate
and
satisfactory.

Cited
references
provided are
appropriate
but
unsatisfacto
ry.

Little
appropriate
cited
references
provided.
(less than 5)

(at least 5)

(at least 5)

386COM

-9-

Prepared by Daniel Cheng

Presentation
(10 marks)

Delivery
techniques
(pacing,
posture,
gesture, eye
contact,
vocal
expressiven
ess, and
audience
interaction)
make the
presentation
compelling,
and speaker
appears
polished
and
confident.
The
performanc
e is
excellent in
Q&A
session.

Delivery
techniques
(pacing,
posture,
gesture, eye
contact,
vocal
expressiven
ess, and
audience
interaction)
make the
presentation
interesting,
and speaker
appears
comfortable.
The
performanc
e is very
good in
Q&A
session.

Delivery
techniques
(pacing,
posture,
gesture, eye
contact,
vocal
expressiven
ess, and
audience
interaction)
make the
presentation
understanda
ble, and
speaker
appears
comfortable.
The
performanc
e is good in
Q&A
session.

Delivery
techniques
(pacing,
posture,
gesture, eye
contact,
vocal
expressiven
ess, and
audience
interaction)
make the
presentation
understanda
ble, and
speaker
appears
slightly
uncomfortab
le. The
performanc
e is
acceptable
in Q&A
session.

Delivery
techniques
(pacing,
posture,
gesture, eye
contact, vocal
expressivenes
s, and
audience
interaction)
detract from
the
understandabi
lity of the
presentation,
and speaker
appears
uncomfortable
. The
performance
is weak in
Q&A session.

~~~ End ~~~

386COM

- 10 -

Prepared by Daniel Cheng