IRM4720 Assignment 2 (QUALITY ANSWERS) 2024

This document contains workings, explanations and solutions to the IRM4720 Assignment 2 (QUALITY ANSWERS) 2024. For assistance whats-app us on 0.6.8..8.1.2..0.9.3.4... The assignment is based on a specific organisation in South Africa that you should identify yourself. I recommend the organisation you are working at. If the organisation that you work at does not have such an implementation, do research, and find an organisation that implements any of the ITSM frameworks. If you cannot find an organisation, then create a comprehensive ‘fictional’ case study and answer the questions based on it. The goal of this question is to provide you with an opportunity to experience how the ITSM frameworks are implemented in the real world and recognise the challenges faced by organisations. NOTE: Use the provided template to answer this question. Questions Discuss the ITSM framework(s) that are implemented in the organisation you identified. Then discuss the implementation of the identified framework in that organisation. The discussion points must cover the following aspects: 1. The framework and specific framework components implemented are identified. (4) 2. How the framework components are implemented and what exactly are the objectives the components intend to achieve? (8) 3. Critical analysis of whether the components are succeeding in achieving the objectives. If there are gaps, provide potential solutions or improvements. (8) Downloaded by Corona Virus () lOMoARcPSD| IRM4720/102/0/2024 3 SECTION B: CASE STUDY [20 MARKS] Read the case study below and answer the questions that follow. You must avoid copying material straight from the textbook that does not answer specific questions asked in the case study. NO marks will be awarded for general answers that just mention concepts in the question but do not answer the questions as asked. To ensure that ZOY Pharmaceutical is managed and maintained with the greatest efficiency, ZOY IT staff must keep its hardware and software systems up and running on a 24x7 basis. ZOY implemented the ITIL framework three years back. It helped the organisation's service desk to respond quickly to incidents. Furthermore, the group conducted software application rollouts and upgrades that effectively reduced long-term costs and promoted flexibility within its computing environment that support future business growth. To achieve the next level of ITSM objectives you are appointed as the CSI manager. Some of these objectives given to you include verifying that measurement and metrics are in place and that milestones were achieved, process compliance is high, and the business objectives priorities were met by the level of service. Finally, your suggested approach should ensure that the momentum for quality improvement is maintained by assuring that change becomes embedded in the organization. As a CSI manager, before you implement any initiatives, you need to understand the role of other lifecycle stages within ZOY Pharmaceutical. 1. Name the inputs from other service lifecycle stages to CSI, which can help you to build up your plan. (3) 2. Discuss why ZOY implemented the service desk as one of the initial implementations of ITSM components. (5) 3. Following on the implementation of the service desk, which are the most likely components (processes or functions) to be implemented next to support the service desk? Choose THREE and motivate your selection. (6) 4. Identify THREE objectives within ZOY and select the tool you can use to achieve each objective. You need to select at least THREE tools/techniques. (6) SECTION C: RESEARCH ARTICLE [15 MARKS] ITIL implementation inevitably requires some changes to organisations’ business processes. This question is based on the research article that investigated EIGHT case studies through organisational change for successful ITIL implementation. Use the Unisa Library eResources to download the article and answer the following questions after reading it in its entirety. Downloaded by Corona Virus () lOMoARcPSD| 4 NB: You can use other sources to answer the questions, provided you reference the additional sources. RESEARCH ARTICLE: Blumberg, M., Cater-Steel, A., Rajaeian, M. M., & Soar, J. (2019). Effective organisational change to achieve successful ITIL implementation: Lessons learned from a multiple case study of large Australian firms. Journal of Enterprise Information Management, 32(3), pp. 496-516. 1. Discuss the relationship between Information Technology Service Management (ITSM) and ITIL. Highlighting the following aspects: definition, similarities, and differences in implementation approaches. (2) 2. Discuss the term ‘organisational change’ (OC) with emphasis on different types and strategies of OC. (2) 3. What is your understanding of the term ‘socio-technical system’ (STS) in relation to ITSM? Provide a diagram to illustrate STS. (3) 4. The eight case studies in this research implemented these FOUR processes and functions (except problem management with 7/8 implementations): service desk, incident management, change management, and problem management. Discuss why EACH of these processes/functions are most likely candidates for initial ITIL implementation in organisations. (8) Downloaded by Corona Virus () lOMoARcPSD| IRM4720/102/0/2024 5 SECTION D: SHORT ANSWER QUESTIONS [70 MARKS] Question 1 [16] There are FOUR continuous demands that service operation is constantly striving to maintain their balance. Name and fully discuss these FOUR demands. Question 2 [6] The service portfolio has THREE parts. List and describe each of these parts. Question 3 [12] With the aid of a diagram discuss the SIX steps of the CSI approach. Question 4 [5] Define and discuss demand management in terms of tactical and strategic approaches. Question 5 [4] Discuss TWO processes that are critical in maintaining vital business functions (VBFs). Question 6 [6] In support of continual service improvement, which THREE distinct types of metrics are used? Question 7 [5] Early life support (ELS) is an important link between the service transition and service operation lifecycle stages. Discuss why that is the case and which processes (mostly) manage ELS. Question 8 [16] 8.1 Define the following terms in the context of ITSM: a) Proactive availability (2) b) Reactive availability (2) c) List ALL SIX incident lifecycle metrics. (3) 8.2 A database server had a downtime of 24 hours in 60 days. Calculate the database availability. (2) Downloaded by Corona Virus () lOMoARcPSD| 6 8.3 Given that a service has an availability of 93.2% in a non-leap year. Calculate the total downtime in days. (2) 8.4 Given that a database server had 5 breaks in 30 days. Calculate the mean time between system incidents (MTBSI). (2) 8.5 Given that a configuration item has a total of 5 breaks resulting in 10 hours of downtime in 4 weeks. Calculate the mean time between failures (MTBF).