IRM4720
Assignment 2 2024
Unique Number: 330426
Due Date: 28 August 2024
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
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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 Board (CAB) for approval. This
ensures that changes are controlled and documented, minimizing risks associated
with implementing new solutions.
5. Service Desk Operations: The ICT unit operates a service desk that serves as the
single point of contact for IT-related issues. Service desk agents use the ITSM
system to manage incident and problem logs, ensuring efficient resolution and
communication with users.
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6. Key Performance Indicators (KPIs): The department has implemented KPIs to
monitor and measure the effectiveness of the ITIL processes. These KPIs are
automatically generated by the ITSM system and provide daily reports to the service
desk manager for continuous improvement.
7. Known Error Database (KEDB): The department has created a KEDB to store
information on previously resolved problems. This database is used during root
cause analysis to identify recurring issues and apply known solutions efficiently.
8. Root Cause Analysis: A systematic approach is used to investigate the underlying
causes of incidents. This is facilitated by the problem manager and involves reviewing
the known error database and other relevant data to determine the root cause of
problems.
9. Service Continuity Management: The department also links ITIL concepts with
corporate ideas like risk management, governance, and business continuity models
to ensure that IT services can continue uninterrupted in case of disruptions.
The implementation of these ITIL components ensures that the Department of Agriculture’s
ICT unit can provide reliable, efficient, and high-quality IT services that support the overall
business objectives of the organization.
2. ITSM FRAMEWORK IMPLEMENTATION AT THE DEPARTMENT OF AGRICULTURE
The Department of Agriculture in South Africa, a government institution responsible for
overseeing the agricultural sector, has implemented an IT Service Management (ITSM)
framework to enhance the efficiency and effectiveness of its Information Communication
Technology (ICT) unit. The ITIL (Information Technology Infrastructure Library) framework
was chosen due to its comprehensive, service-based approach that aligns well with the
department's goals for business transformation and IT service management. This
discussion will explore the implementation of the ITIL framework within the department,
focusing on the key components, their objectives, and how they are applied.
Framework Components Implementation
1. Service Management
o Objective: To ensure that IT services provided by the ICT unit meet the
business needs of various departments within the organization.
