Reference no: EM133088071

Service Management & Professional Culture

Introduction to Ethics and Service Management

Objectives
• Define IT service management
• Outline the benefits of IT service management
• Define key terms related to ethics
• Discuss at least 3 reasons for exploring ethics
• Identify your personal core values
• Given examples from popular culture identify the ethical dilemmas
• Apply an ethical decision-making model

Question 1. What is IT service management? What are the benefits of IT service management for business?

Question 2. Define the terms ethics and values. Use examples to indicate what they mean to you.

Question 3. Why do we need to study ethics? How is ethics important in the different roles we play in life? Refer to the reading by Whitaker (2011) in your response.

Question 4. Study the following list of values and identify five values that best represent you as an individual. Share your list with others in your group, and the class.

Question 5. Classify your values into two lists. Indicate those that would be considered "ethical" and those that would be considered "non-ethical". For example, health and wealth would be considered non-ethical values and integrity and honesty would be considered ethical values.

Question 6. Select the value you feel needs the most work, the one that you could improve upon the most, and indicate why. Repeat for the value you believe is your strongest, the one you feel you possess most of the time. Discuss these with others in your group.

Question 7. Select one value from your list that represents your core value. Indicate why this is the most important to you. Share this with your group and the class. Collate all the values from the class these will become part of the ethical code for the course.

Question 8. What other factors influence ethical decisions? Use examples to illustrate your answer.

Question 9. Describe an ethical dilemma you have experienced in your own life and indicate how you dealt with it.

Case Study

Nimal's Ethical Dilemma

Question 10. Now apply the ethical decision-making model presented in week one lectures (adapted from Beemsterboer, 2010; Velasquez et al, 2009) to the case study.

a. identify the ethical dilemma

b. list the facts of the case

c. What should Nimal do? Provide reasons for your answer.

Further Research

Question 11. Google one of the following names and write a short 50-word summary which describes the comments regarding their ethics: a). Enron, b). President Bill Clinton and c). President Richard Nixon.