Examiners’ Report
Lead Examiner Feedback
January 2021
Pearson BTEC Nationals
In Information Technology (20161K)
Unit 14: IT Service Delivery
, BTEC LE Report 2101
Edexcel and BTEC Qualifications
Edexcel and BTEC qualifications come from Pearson, the world’s leading learning
company. We provide a wide range of qualifications including academic, vocational,
occupational and specific programmes for employers. For further information visit our
qualifications website at http://qualifications.pearson.com/en/home.html for our
BTEC qualifications.
Alternatively, you can get in touch with us using the details on our contact us page at
http://qualifications.pearson.com/en/contact-us.html
If you have any subject specific questions about this specification that require the help
of a subject specialist, you can speak directly to the subject team at Pearson. Their
contact details can be found on this link:
http://qualifications.pearson.com/en/support/support-for-you/teachers.html
You can also use our online Ask the Expert service at https://www.edexcelonline.com
You will need an Edexcel Online username and password to access this service.
Pearson: helping people progress, everywhere
Our aim is to help everyone progress in their lives through education. We believe
in every kind of learning, for all kinds of people, wherever they are in the world.
We’ve been involved in education for over 150 years, and by working across 70
countries, in 100 languages, we have built an international reputation for our
commitment to high standards and raising achievement through innovation in
education. Find out more about how we can help you and your learners at:
www.pearson.com/uk
January 2021
Publications Code 20161K _2101_ER
All the material in this publication is copyright
© Pearson Education Ltd 2021
Owner: VQ Assessment Page 2 of 35 Version 1.0
Issue 1
DCL1
, BTEC LE Report 2101
Introduction
A number of previous assessment windows have taken place for Unit 14: IT
Service Delivery. This unit is only available to learners on the BTEC Level 3
National Extended Diploma in Information Technology and the unit is a
mandatory part of the qualification. In the assessment for this unit, learners
have to consider the IT service requirements for a given scenario and plan a
solution for IT service delivery.
The unit is a paper-based examination and is broken down into a two-part
task. Part A contains material for the completion of the preparatory work for
Part B and is taken over a maximum of 3 hours across a period of 2 weeks. No
marks are awarded for Part A. Part B contains materials for the completion of
the set task under supervised conditions over a maximum of 8 hours across a
period of 3 weeks. A maximum two A4 sides of hard copy research notes from
Part A may be taken into the assessment. Part B is broken down into five
activities that cover different areas of the specification where learners are
expected to apply knowledge and understanding of the IT service delivery
requirements for the hospitality sector provided in the scenario.
Templates are provided to learners for three of the activities in the set task in
Part B. These templates are provided to help the learners provide a structure
to their response and support them in producing relevant evidence.
The DfE confirmed on January 4th that they expected scheduled vocational
exams to go ahead and it updated that guidance on January 5th to give schools
and colleges the choice to offer learners vocational exams, should schools and
colleges judge it right to do so. The number of learners that took the
assessment was greatly reduced following these announcements.
Owner: VQ Assessment Page 3 of 35 Version 1.0
Issue 1
DCL1
, BTEC LE Report 2101
Introduction to the Overall Performance of the Unit
The number of learners taking the assessment was fewer than in previous
sessions. The quality of learner responses was similar to previous sessions.
The scenario was based on Rodri’s, a restaurant employing on-site staff in a
number of roles, as well as engaging the services of external contractors.
Activity 1, outline IT service strategy, saw evidence presented that met the
requirements of all three-mark bands. The majority of responses were Band
1 and Band 2 responses. In some learner work, the evidence presented was
generic in nature and the strategy had limited links to the restaurant business
in the scenario provided.
Activity 2, IT service catalogue, saw evidence presented that met the
requirements of all three-mark bands. The majority of responses were Band
1 and Band 2 responses. Many learners produced evidence that was limited
in terms of the function and service name in relation to the restaurant
business in the scenario provided. Evidence for trait 3 was stronger than the
other traits as a non-IT specialist would have been able to understand the
evidence presented with minimal assistance.
Activity 3, IT service delivery solution, saw evidence presented that met the
requirements of all four-mark bands. The majority of responses were Band 1
and Band 2 responses. The main area of weakness in the evidence presented
for this activity related to the data and information required to meet the IT
requirements of the business.
Activity 4, management report evaluating the solution, saw evidence
presented that met the requirements of all four-mark bands. The majority of
responses were Band 1 and Band 2 responses. Evidence relating to alternative
solutions that could be used was weak in the work of many learners.
Activity 5, IT service management implications report, saw evidence presented
that met the requirements of all four-mark bands. The majority of responses
were Band 1 and Band 2 responses. Evidence demonstrating the solution’s
capacity to respond to change was weak in the work of many learners.
Owner: VQ Assessment Page 4 of 35 Version 1.0
Issue 1
DCL1
Lead Examiner Feedback
January 2021
Pearson BTEC Nationals
In Information Technology (20161K)
Unit 14: IT Service Delivery
, BTEC LE Report 2101
Edexcel and BTEC Qualifications
Edexcel and BTEC qualifications come from Pearson, the world’s leading learning
company. We provide a wide range of qualifications including academic, vocational,
occupational and specific programmes for employers. For further information visit our
qualifications website at http://qualifications.pearson.com/en/home.html for our
BTEC qualifications.
Alternatively, you can get in touch with us using the details on our contact us page at
http://qualifications.pearson.com/en/contact-us.html
If you have any subject specific questions about this specification that require the help
of a subject specialist, you can speak directly to the subject team at Pearson. Their
contact details can be found on this link:
http://qualifications.pearson.com/en/support/support-for-you/teachers.html
You can also use our online Ask the Expert service at https://www.edexcelonline.com
You will need an Edexcel Online username and password to access this service.
Pearson: helping people progress, everywhere
Our aim is to help everyone progress in their lives through education. We believe
in every kind of learning, for all kinds of people, wherever they are in the world.
We’ve been involved in education for over 150 years, and by working across 70
countries, in 100 languages, we have built an international reputation for our
commitment to high standards and raising achievement through innovation in
education. Find out more about how we can help you and your learners at:
www.pearson.com/uk
January 2021
Publications Code 20161K _2101_ER
All the material in this publication is copyright
© Pearson Education Ltd 2021
Owner: VQ Assessment Page 2 of 35 Version 1.0
Issue 1
DCL1
, BTEC LE Report 2101
Introduction
A number of previous assessment windows have taken place for Unit 14: IT
Service Delivery. This unit is only available to learners on the BTEC Level 3
National Extended Diploma in Information Technology and the unit is a
mandatory part of the qualification. In the assessment for this unit, learners
have to consider the IT service requirements for a given scenario and plan a
solution for IT service delivery.
The unit is a paper-based examination and is broken down into a two-part
task. Part A contains material for the completion of the preparatory work for
Part B and is taken over a maximum of 3 hours across a period of 2 weeks. No
marks are awarded for Part A. Part B contains materials for the completion of
the set task under supervised conditions over a maximum of 8 hours across a
period of 3 weeks. A maximum two A4 sides of hard copy research notes from
Part A may be taken into the assessment. Part B is broken down into five
activities that cover different areas of the specification where learners are
expected to apply knowledge and understanding of the IT service delivery
requirements for the hospitality sector provided in the scenario.
Templates are provided to learners for three of the activities in the set task in
Part B. These templates are provided to help the learners provide a structure
to their response and support them in producing relevant evidence.
The DfE confirmed on January 4th that they expected scheduled vocational
exams to go ahead and it updated that guidance on January 5th to give schools
and colleges the choice to offer learners vocational exams, should schools and
colleges judge it right to do so. The number of learners that took the
assessment was greatly reduced following these announcements.
Owner: VQ Assessment Page 3 of 35 Version 1.0
Issue 1
DCL1
, BTEC LE Report 2101
Introduction to the Overall Performance of the Unit
The number of learners taking the assessment was fewer than in previous
sessions. The quality of learner responses was similar to previous sessions.
The scenario was based on Rodri’s, a restaurant employing on-site staff in a
number of roles, as well as engaging the services of external contractors.
Activity 1, outline IT service strategy, saw evidence presented that met the
requirements of all three-mark bands. The majority of responses were Band
1 and Band 2 responses. In some learner work, the evidence presented was
generic in nature and the strategy had limited links to the restaurant business
in the scenario provided.
Activity 2, IT service catalogue, saw evidence presented that met the
requirements of all three-mark bands. The majority of responses were Band
1 and Band 2 responses. Many learners produced evidence that was limited
in terms of the function and service name in relation to the restaurant
business in the scenario provided. Evidence for trait 3 was stronger than the
other traits as a non-IT specialist would have been able to understand the
evidence presented with minimal assistance.
Activity 3, IT service delivery solution, saw evidence presented that met the
requirements of all four-mark bands. The majority of responses were Band 1
and Band 2 responses. The main area of weakness in the evidence presented
for this activity related to the data and information required to meet the IT
requirements of the business.
Activity 4, management report evaluating the solution, saw evidence
presented that met the requirements of all four-mark bands. The majority of
responses were Band 1 and Band 2 responses. Evidence relating to alternative
solutions that could be used was weak in the work of many learners.
Activity 5, IT service management implications report, saw evidence presented
that met the requirements of all four-mark bands. The majority of responses
were Band 1 and Band 2 responses. Evidence demonstrating the solution’s
capacity to respond to change was weak in the work of many learners.
Owner: VQ Assessment Page 4 of 35 Version 1.0
Issue 1
DCL1
