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  3. University Of South Africa (Unisa)
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  5. Principle Concepts of ITSM (IRM4720)

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IRM4720 Assignment 2 (QUALITY ANSWERS) 2024
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  • Course
  • Principle Concepts of ITSM (IRM4720)
  • Institution
  • University Of South Africa (Unisa)
  • Book
  • A Practical Guide to Service Management

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...

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  • August 23, 2024
  • 29
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • irm4720

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IRM4720
Assignment 2 2024
Unique #:330426
Due Date: 28 August 2024


This document includes:

• Helpful answers and guidelines
• Detailed explanations and/ or calculations
• References




Connect with the tutor on

+27 68 812 0934

,© Study Shack 2024. All rights Reserved +27 68 812 0934

, SECTION A: WORKPLACE CASE STUDY

1. ITSM FRAMEWORK AND SPECIFIC FRAMEWORK COMPONENTS
IMPLEMENTED

Identified Framework

The Information Technology Infrastructure Library (ITIL) framework is the IT
Service Management (ITSM) framework implemented by the Department of
Agriculture's Information Communication Technology (ICT) unit. ITIL is a
globally recognized set of best practices for delivering efficient and effective IT
services that align with the needs of the business. The decision to implement
ITIL was influenced by its service-based approach, ease of comprehension, and
the availability of extensive training and consulting resources.

Specific Framework Components Implemented

1. Service Management: The department adopted the ITIL framework for
managing its IT services, ensuring that the services provided by the ICT
unit meet the business needs of various departments within the
organization. The key components under this service management
include incident management, problem management, change
management, and service desk operations.

2. Incident Management: The department uses the ITSM call logging
system, which is ITIL compliant, to manage incidents. Incidents are
reported through the system, which logs the details and categorizes
them for appropriate resolution.

3. Problem Management: This is a critical component implemented to
address the root causes of incidents. Problem management includes
identifying, logging, categorizing, and investigating problems. Root
cause analysis is performed using the known error database, and
solutions are implemented through change management.

4. Change Management: The department integrates change management
into its problem management process. Identified changes necessary to
resolve problems are logged and presented to the Change Advisory



© Study Shack 2024. All rights Reserved +27 68 812 0934

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