INSTRUCTIONS TO STUDENTS:

1. This End-of-Course Assessment paper comprises FOUR (4) pages (including
the cover page).

2. You are to include the following particulars in your submission: Course Code,
Title of the ECA, SUSS PI No., Your Name, and Submission Date.

3. Late submission will be subjected to the marks deduction scheme. Please refer to the Student Handbook for details.

ECA Submission Guidelines

Please Read This Information before You Start Working on your ECA
This ECA carries 70% of the course marks and is a compulsory component. It is to be done individually and not collaboratively with other students.

Submission

You are to submit the ECA assignment in exactly the same manner as your tutormarked assignments (TMA), i.e. using Canvas. Submission in any other manner like hardcopy or any other means will not be accepted.

Electronic transmission is not immediate. It is possible that the network traffic may be particularly heavy on the cut-off date and connections to the system cannot be guaranteed. Hence, you are advised to submit your assignment the day before the cutoff date in order to make sure that the submission is accepted and in good time.

Once you have submitted your ECA assignment, the status is displayed on the
computer screen. You will only receive a successful assignment submission message if you had applied for the e-mail notification option.

ECA Marks Deduction Scheme

Please note the following:

a) Submission Cut-off Time – Unless otherwise advised, the cut-off time for ECA submission will be at 12:00 noon on the day of the deadline. All submission timings will be based on the time recorded by Canvas.

b) Start Time for Deduction – Students are given a grace period of 12hours. Hence calculation of late submissions of ECAs will begin at 00:00 hrs the following day (this applies even if it is a holiday or weekend) after the deadline.

c) How the Scheme Works – From 00:00 hrs the following day after the deadline, 10 marks will be deducted for each 24-hour block. Submissions that are subject to more than 50 marks deduction will be assigned zero mark. For examples on how the scheme works, please refer to Section 5.2 Para 1.7.3 of the Student Handbook. Any extra files, missing appendices or corrections received after the cut-off date will also not be considered in the grading of your ECA assignment.

Plagiarism and Collusion

Plagiarism and collusion are forms of cheating and are not acceptable in any form of a student’s work, including this ECA assignment. You can avoid plagiarism by giving appropriate references when you use some other people’s ideas, words or pictures (including diagrams). Refer to the American Psychological Association (APA) Manual if you need reminding about quoting and referencing. You can avoid collusion by ensuring that your submission is based on your own individual effort. The electronic submission of your ECA assignment will be screened through a plagiarism detecting software. For more information about plagiarism and cheating, you should refer to the Student Handbook. SUSS takes a tough stance against plagiarism and collusion. Serious cases will normally result in the student being referred to SUSS’s Student Disciplinary Group. For other cases, significant marking
penalties or expulsion from the course will be imposed.

Question 1

(a) What is the importance of Continual Improvement in Abigail Johnson’s
statement “I’m here because I love this stuff…all that the future might
hold”. Discuss how Fidelity handled continual improvement based on their
investments until around 2005. (10 marks)

(b) With respect to the changes brought about by the implementation of continuous improvement practices in Fidelity Investments, how can you help the Fidelity’s management to understand that ‘The Change Control Practice’ of ITIL could be useful to them. (10 marks)

Question 2

Explain how the working of Fidelity Labs in the designing and development of
innovation followed each of the important ITIL guiding principles as below:

(a) “Collaborate and Promote Visibility” (10 marks)

(b) “Progress Iteratively with Feedback” (10 marks)

Question 3

(a) Discuss how Fidelity created a new product in the area of estate planning using the concept of value co-creation? (10 marks)

(b) Refer to the Organizations and People dimension of ITIL, describe the
importance of well-defined roles and responsibilities and how this dimension
was handled at Fidelity as seen in the case study. (10 marks)

Question 4

(a) With technological advancements and automation being adopted in Fidelity, the probability of incidents should not be ruled out. Identify any FOUR (4) of the customer-facing technological solutions developed by Fidelity and explain to Abigail Johnson and her executives how they can benefit from the incident management practice of ITIL. (10 marks)

(b) Describe what Fidelity did to manage customer calls and improve customer
service. Illustrate to Fidelity the pros and cons of any of the FOUR (4) channels
of the ITIL Service Desk practice. (10 marks)

Question 5

(a) What is the purpose of the ITIL Service Value System and how Opportunity
and Demand can be identified from Tom Herrick’s description of a seamless
customer experience? (10 marks)

(b) The ITIL Service Value System is said to provide the means to achieve
organizational agility and resilience. Explain what organizational agility and
organizational resilience is and discuss with reference to why this was important for Fidelity considering what Fidelity’s competitors were doing in tandem with the market challenges of the future.