Theatre & Films Productions

The BCS Computer Services Management exam

Computer Services Management BCSMy previous paper at The BCS, Chartered Institute for IT, Higher Education Qualifications was on : Computer Services Management module. The required topics to study included:

The Service Concept

Definition of Service

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

eg of customer outcome facilitated by IT Service:

‘Sales people spending more time interacting with customers’ facilitated by ‘a remote access service that enables reliable access to corporate sales system from sales people’s laptops.

Service Desk

Service desks provide a single point of contact for users enabling organisations to deliver high quality support critical for achieving business goals.

The Service Desk will:

  • Represent “IT” to the customer and the user
  • Offer the ultimate in customer satisfaction
  • Prioritize highest perception of quality to its customers
  • Co-ordinate people, processes and technology to deliver business services

 The structure of the IT Services Department

  • Computer Services Manager
  • Technical Support Manager
  • Network Engineer
  • Help Desk Assistant

Adoption of Frameworks to ensure High Quality IT Service being delivered like:

The Service Lifecycle

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service operation

Service Level Agreement

An SLA is a contract between the customer and the service provider which defines the term of service. It includes the following parts:

1. Identification of parties

2. consideration – short description of SLA

3. Terms

Start & End date

Payment terms


Service availability (in terms of time)

Time to attend to the computer problem (for eg. technician be onsite within 2 hours)

Escalation procedure

Agreed Exit Strategy

Certain Corporate implementations:

To conclude, to pass the CSM paper at this level, only textbook reading is not sufficient. I got the advise from another bcs member on

every IT skill/experience comes into play n is relevant for dat module. textbks/notes alone not enough. stay open-minded n alert!

That was a very precious tip as the paper gives you scenarios and tells you to act accordingly with your knowledge of Computer services managment like: writing an email to staff, discussing SLA, write in memo format to announce decisions to relocate computer facilities to another building, to advise the IT director etc. There is also the management part which should be paid attention to. Reading from the previous BCS modules like Professional Issues in Information Systems is helpful.

That’s it, time to revise for Tuesday’s 3 May’s session on Web Engineering!

3 responses

  1. Nick

    hey ash nice to b back n hope i dint miss out. how did ur exams go this session ??

    u right man. CSM at the PGD level happens to be one of those modules where theory alone is insufficient. It demands a balance between bookwork n hands on de job. There is no single right or wrong answer to any given question, there is no room for guess work, braindumping from previous reports only leaves u with everything short of de borderline 40%. Its one of my favorites at the PGD level although i barely validated

    1 June, 2011 at 8:10 pm

    • Hi asiboh!

      My final exams was cool and tough. Especially for the Web Engineering paper, did not get enough time to complete answering some questions…Damn the codes – analysing them and writing, not easy in exams condition.

      Hey the BCS Mauritius AGM was recently held last saturday i think, hope to get a new dynamic Managing Committee.

      1 June, 2011 at 8:19 pm

  2. Nick

    hope u make it in de exams.
    I was present at the AGM n can confirm to u that its the same old story (status quo), well at least in my view. But I did meet 1 young pro, Ryan you may know him. his doing final year at UoM. We spoke a lot abt exploring possible innovations that can be introduced to attract young professionals into the sections. I think its about time. Something has and should be done?

    1 June, 2011 at 10:07 pm

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