IRM4720 Assignment 2
(COMPLETE ANSWERS)
2024 (330426) - DUE 28
August 2024 ; 100%
TRUSTED Complete,
trusted solutions and
explanations.
ADMIN
[COMPANY NAME]
,IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024
(330426) - DUE 28 August 2024 ; 100% TRUSTED
Complete, trusted solutions and explanations.
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, which are the most
likely components (processes or functions) to be implemented
next to support the service desk? Choose THREE and motivate
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