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IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024 Course Principle Concepts of ITSM (IRM4720) Institution University Of South Africa Book Introduction to the ITIL Service LifecycleR45,37
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IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024 Course Principle Concepts of ITSM (IRM4720) Institution University Of South Africa Book Introduction to the ITIL Service Lifecycle
IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024
Course
Principle Concepts of ITSM (IRM4720)
Institution
University Of South Africa
Book
Introduction to the ITIL Service Lifecycle
1. The framework and specific framework components implemented are
identified.
Let’s look at an example organization, TechSolutions Ltd., a South African IT services
company that has implemented the ITIL (Information Technology Infrastructure Library)
framework. ITIL is widely used for managing IT services and is known for its best
practices in IT service management.
Framework Components Implemented:
Incident Management: This involves handling and resolving incidents to restore
normal service operation as quickly as possible.
Change Management: This component focuses on managing changes to the IT
environment while minimizing risks and disruption.
Problem Management: This involves identifying and managing the root causes
of incidents to prevent them from recurring.
Service Desk: Acts as the primary point of contact between the IT service
provider and the users.
2. How the framework components are implemented and what exactly are the
objectives the components intend to achieve?
Incident Management:
Implementation: TechSolutions Ltd. uses a dedicated team that monitors and
responds to incidents reported by users. They have a ticketing system in place to
track and manage incidents.
Objectives: The main goal is to ensure that any disruptions to IT services are
addressed swiftly to minimize downtime and maintain productivity. This helps in
maintaining service quality and user satisfaction.
Change Management:
, Implementation: The organization has a structured process for evaluating,
approving, and implementing changes. They hold regular change advisory board
(CAB) meetings to review proposed changes.
Objectives: To manage changes efficiently and safely, ensuring that they do not
negatively impact the existing IT services. This helps in maintaining service
stability and reducing the risk of unintended consequences.
Problem Management:
Implementation: TechSolutions Ltd. conducts root cause analyses for recurring
incidents and uses problem records to track and resolve these underlying issues.
Objectives: To identify and address the root causes of incidents, reducing the
number of future incidents and improving overall service reliability.
Service Desk:
Implementation: A centralized service desk handles user requests and issues,
providing support and escalating complex issues to specialized teams as
needed.
Objectives: To provide a single point of contact for users, streamline issue
resolution, and improve communication between IT and the end-users.
3. Critical analysis of whether the components are succeeding in achieving the
objectives. If there are gaps, provide potential solutions or improvements.
Incident Management:
Analysis: Incident resolution times have improved, and user satisfaction scores
are high. However, the team occasionally faces challenges during peak times,
causing delays.
Improvements: Implementing more automation in ticket routing and resolution
can help manage high volumes better. Additionally, increasing team size during
peak periods might improve response times.
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