ITECH7400 Service Management and Professional Culture Assessment

Q1.Case Study

A new expensive artificial intelligence (AI) based information system has been installed in an employment agency. It has been in use for several months. When displaying applicants whose qualifications appear to match those required for a particular job, a glitch in the software causes the system to dismiss any applicants with red hair. Consultants estimate that around 10% of the applicants have red hair. Ethical dilemma: Is it ethical for the employment agency to continue using the software? Justify your answer by applying any three of the appropriate ethical concepts or theoretical models (i.e. utilitarianism, deontology, social contract theory, character-based ethical theory, ACS code of ethics, modern ethical approach). Provide a brief overview of the chosen ethical theories, your analysis of the dilemma, and the proposed solution to the ethical dilemma.

Q2.Provide four reasons according to Nicole Williams LinkedIn connection director, why you should be selective and exercise care when friending on social media sites such as LinkedIn.

Q3.Name the ITIL process that is concerned with customer satisfaction. Briefly explain this process. How does ITIL support organizations to determine the types of services they should offer and the markets to target? Give one example

Q4.What do you call a documented agreement between a service provider and a customer that identifies both services required and the expected level of service? Explain this process with the help of an appropriate example.

Q5.With the help of an example explain the concept of service capacity management. Name a tool that helps service capacity management.

Q6.Explain the process of IT service continuity management. Provide a suitable example.

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