IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024
25 vistas 0 veces vendidas
Grado
Principle Concepts of ITSM (IRM4720)
Institución
University Of South Africa
Book
The Official Introduction to the ITIL Service Lifecycle
IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024
SECTION A: WORKPLACE CASE STUDY [20 MARKS] 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 ...
IRM4720 Assignment 2 (QUALITY ANSWERS) 2024 (330426) - DUE 28 August 2024
Todos para este libro de texto (2)
Escuela, estudio y materia
University of South Africa
Principle Concepts of ITSM (IRM4720)
Todos documentos para esta materia (6)
Vendedor
Seguir
masterstudy
Comentarios recibidos
Vista previa del contenido
IRM4720
Assignment 2 2024 Due Date 28
August 2024
,IRM4720
Assignment 2 2024 Due Date 28 August 2024
SECTION A: WORKPLACE CASE STUDY
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:
Los beneficios de comprar resúmenes en Stuvia estan en línea:
Garantiza la calidad de los comentarios
Compradores de Stuvia evaluaron más de 700.000 resúmenes. Así estas seguro que compras los mejores documentos!
Compra fácil y rápido
Puedes pagar rápidamente y en una vez con iDeal, tarjeta de crédito o con tu crédito de Stuvia. Sin tener que hacerte miembro.
Enfócate en lo más importante
Tus compañeros escriben los resúmenes. Por eso tienes la seguridad que tienes un resumen actual y confiable.
Así llegas a la conclusión rapidamente!
Preguntas frecuentes
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
100% de satisfacción garantizada: ¿Cómo funciona?
Nuestra garantía de satisfacción le asegura que siempre encontrará un documento de estudio a tu medida. Tu rellenas un formulario y nuestro equipo de atención al cliente se encarga del resto.
Who am I buying this summary from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller masterstudy. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy this summary for 2,43 €. You're not tied to anything after your purchase.
