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IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024
IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024
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I,RM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (
330426) - DUE 28 August 2024 ; 100% TRUSTED Co
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,
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