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IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024
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IRM4720 Assignment 2(COMPLETE ANSWERS) 2024
(330426) - DUE 28 August 2024
CONTACT: biwottcornelius@gmail.com
,IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024
(330426) - DUE 28 August 2024
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
To complete the assignment on the implementation of ITSM (Information Technology Service
Management) frameworks in an organization, I'll create a fictional case study based on a
hypothetical South African company, "Tech Solutions ZA." This company has implemented
ITSM frameworks to manage and improve their IT services.
, Case Study: Tech Solutions ZA
Organization Overview: Tech Solutions ZA is a mid-sized IT service provider based in
Johannesburg, South Africa. The company specializes in providing managed IT services to
various businesses across different sectors, including finance, healthcare, and retail. Tech
Solutions ZA has implemented ITIL (Information Technology Infrastructure Library) as its
primary ITSM framework to enhance service delivery and ensure customer satisfaction.
1. ITSM Framework Identified
Framework Implemented: The organization has implemented the ITIL (Information
Technology Infrastructure Library) framework, a widely recognized and used ITSM framework.
ITIL provides a set of best practices for delivering IT services and aligning IT operations with
business needs.
Specific Framework Components: The specific ITIL components implemented by Tech
Solutions ZA include:
Service Strategy: Focuses on defining the services to be offered to meet business
objectives.
Service Design: Involves the design of new IT services and the modification of existing
ones.
Service Transition: Manages changes in IT services, ensuring smooth transitions from
design to operation.
Service Operation: Focuses on the day-to-day management of IT services.
Continual Service Improvement (CSI): Ensures continuous improvement in service
quality.
2. Implementation of Framework Components
Service Strategy:
Objective: To align IT services with business needs and ensure that IT investments
support business goals.
Implementation: Tech Solutions ZA conducts regular meetings between IT and business
leaders to discuss business objectives and IT strategies. They have developed a service
portfolio that outlines the services offered, the value they provide, and the financial
impact.
Service Design:
Objective: To design services that meet the current and future needs of the business.
Implementation: The company uses a structured approach to design services, focusing
on aspects like capacity, availability, and security. They also involve stakeholders from
various departments to ensure that the designed services meet business requirements.
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