CHL2601
Assignment 8
, SECTION A: WORKPLACE CASE STUDY
ITSM Framework Implementation in the Organization
For this section, let's imagine we're discussing a well-known company in South Africa,
such as a large retail chain like "ShopMart." ShopMart has implemented the ITIL
(Information Technology Infrastructure Library) framework to manage and streamline its
IT services.
1. Identified Framework and Components (4 Marks)
ShopMart has adopted the ITIL framework, which is a globally recognized set of
best practices for IT Service Management (ITSM). Within ITIL, they have
specifically implemented components like Incident Management, Change
Management, and Service Desk. These components were chosen because they
directly support the daily operations and ensure that IT services run smoothly.
2. Implementation and Objectives (8 Marks)
The Incident Management process at ShopMart is designed to quickly restore
normal service operations when an unexpected issue arises. For instance, if a
cash register stops working at one of their stores, the Incident Management
process kicks in to get it back online ASAP. The objective here is to minimize
downtime and keep customers happy.
Change Management is another critical component, ensuring that any changes
to IT systems (like updating software or installing new hardware) are done in a
controlled way. This prevents any disruptions in service and aligns with
ShopMart’s goal of maintaining a reliable IT environment.
The Service Desk acts as the single point of contact for any IT-related issues.
Whether a store manager has trouble with a POS system or an employee needs
help with email, they contact the Service Desk. The main objective is to provide
efficient and effective support to all users.
