Lecture 1
Lecture 1
Lecture 1
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Content of Course ...
Section Topics
Ethics and • Utilitarianism and deontology
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Summary
Course introduction
Introduction to service management
Introduction to ethics
Ethical terminology
Why study ethics?
Ethical decision making model
Various ethical perspectives
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Course Objectives
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Course Objectives
continued…
• S4. Utilise professional presentation and communication
approaches in a range of IT workplace and service
settings.
• A1. Construct written and verbal arguments in a variety of
formats on the evolving nature of ethical norms relating to
service and implementation of new technologies.
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Your Reading and Research
Recommended reading:
• Tavani, 2015, Ch 1.
• Whitaker, 2011.
• Lucas, 2010.
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Course Introduction
The Challenge
What you get out of it ... is what you put into it ...
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Three Principles …
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As a Graduate …
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But also …
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This course assists you …
To …
• Transition from student to
professional
• Develop qualities of
• competence • self-motivation
• reliability • change agent
• trustworthiness
• high work standards
• ethical decision making
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Challenge
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Introduction to IT Service
Management
IT Service Management
What is ITSM?
• It is the craft of implementing, managing, and delivering IT
services to meet the needs of an organisation. It ensures
that the appropriate mix of people, processes, and
technology are in place to provide value.
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Imagine an awkward party where two
groups, who don’t always get along, are
hanging out. One group includes the IT
professionals who serve a company. The
other group includes the end users who
depend on IT for services. End users could
be employees of the company, partners, or
customers. The silence is painful. Someone
asks about the weather. No one is having
that much fun.
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What
Whatare
arethe
thebenefits
benefitsofofIT
ITservice
service
management
managementin this
in this
situation?
situation?
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IT Service Management
continued…
Benefits of ITSM
• Better understanding of what the business needs and why
• Repeatable and scalable processes
• Defined roles and responsibilities
• Increased productivity
• Satisfied end users with realistic expectations
• Shorter gaps between detecting and solving problems
• Prevention of IT issues before they happen
• Ability to identify and address repeat problems
• Analytics to measure and improve IT’s performance
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IT Service Management
continued…
In this course we will look at …
• Service management
• Service lifecycle
• Processes and functions
• Measurement, metrics and the Deming cycle
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Introduction to Ethics
ACS
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What is ethics? What does it mean
to you?
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(Whitaker, 2011, p.78) 24
Moral Continuum
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(McDonald, 2010, p.42) 26
(Lucas, 2010, p.40) 27
Can ethics be taught?
Advantages of Learning Ethics
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Ethical Terminology
Define the following ethical terms
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Ethics may be defined as:
a. set of beliefs about right and wrong behaviour within a
society
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Values may be defined as:
a. habits that incline people to do what is acceptable
–virtues e.g. fairness
b. system of rules that tell us what we can and cannot
do
–laws
c. one’s personal beliefs about right and wrong
–morals
d. the inner judgements or beliefs that determine how a
person behaves
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Ethical Terminology
continued …
• Ethics is a set of beliefs about right and wrong
behaviour within a society
• Values are the inner judgments or beliefs that
determine how a person behaves
• The terms ‘Ethics’ and ‘Values’ are NOT
interchangeable. Put simply ...
Ethics = Behaviour
Values = Beliefs
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Why Study Ethics?
Why should we discuss ethics?
Jane is a student who needs a copy of a
particular textbook to help her with her
coursework. The university library has a
single copy of the book, which is already on
loan ...
The book is available in the local bookstore
for $120 but her friend tells her of a file
sharing site ... download a PDF version for
free. Jane knows that downloading the
PDF version is in violation of the author’s
copyright – on the other hand ...
(Creaney, 2011) 37
What should Jane do?
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Application to IT Projects
Should the programmer blow the whistle?
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Ethical Decision-Making Model
continued…
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Various Perspectives
continued …
The scope of ethics
• There are a number of relationships involved in the case
study
• All of them require ethical consideration
• We all have different values, we are likely to make varying
ethical decisions
• Some factors will be more important to one person than
they are to another
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Various Perspectives
continued …
Personal ethics
We possess personal values derived from the influence of
our own culture and people e.g.
• parents and other family members
• friends and peer groups
• respected authorities
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Various Perspectives
continued …
Professional ethics
• Defined and safeguarded by professional bodies such as
the Australian Computing Society (ACS)
• Defined in a Code of Ethics
• Safeguarded by disciplining members who fail to act
according to the code
• Unethical behaviour by a member brings disrepute to the
whole profession
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Various Perspectives
continued …
Ethics and the law
• Ethics has to do with responsible decision-making
• It is ethical to obey the law
• Ethics goes beyond the law as it usually involves a
personal choice not covered by law
• In very special circumstances it may be ethical to break
the law, e.g. driving carefully through a red light in an
emergency
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Various Perspectives
continued …
Ethics and religion
• Religions normally have an associated moral (ethical)
code
• Religion certainly has been and continues to be a strong
influence in the exercise of ethical behaviour
• A person does not have to be religious to be ethical
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Various Perspectives
continued …
Ethics and philosophy
• Philosophers as a group have long been concerned with
ethical behaviour and the basis of ethical decisions
• The four ethical theories that are studied in this course
have been developed over time by a philosophers in the
Western tradition
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Various Perspectives
continued …
Making ethical decisions
You will be called upon to:
• put your values into practice
• consider the consequences to others
• consider your duty to others
• consider the rights of others
• consider the obligations and responsibilities you have toward others
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Various Perspectives
continued …
Being involved
It may be helpful to you in this course in which professional
ethics are studied, to consider also personal ethical
dilemmas that you have experienced or are experiencing
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Summary
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