Demonstrate a critical awareness of the importance of IT service management
This assignment specifically addresses four of the learning objectives of the course:
? demonstrate a critical awareness of the importance of IT service management and the need for organisations to ensure that effective processes are in place to manage the significant investment in IT infrastructure
? demonstrate an awareness of the nature and contribution of the IT Infrastructure Library (ITIL) and ISO/IEC 20000 in providing good practice frameworks for IT service management
? demonstrate the capacity to comprehend and evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes.
? apply the international standard for IT service management to case studies including the IT service strategy, service design, service transition, service operation and continual service improvement.
Requirements:
This assignment is an individual assignment, therefore you cannot work in a team for this assignment. Submit your assignment individually.
One case study article is provided on OKD HBZS Mining Rescue Services.
For the purpose of this assignment, assume the role of a consultant who have been hired by HBZS to contribute to a review of IT Service Management at HBZS. You will prepare a report for Mr Tomáš Gurny, the IT Manager at HBZS.
Activity A: Journal
Prepare a journal that records your activities and progress related to completing this assignment.
In date order, clearly list the following:
? Date of research activity/discussion
? Web sites visited to collect information; other references accessed
? Time duration of the activity
Activity B: Case study – Structure, presentation and introduction
Your report should include a letter of transmittal, executive summary and introduction to the report.
Part 1. Ongoing ITSM at HBZS 15%
Based on the first and second phase of the ITIL adoption as described in the case study, advise Mr Gurny on future improvements to ITSM at HBZS. For example, should additional ITIL processes be adopted, or should the existing processes be improved?
Part 2. Service Transition 20%
Mr Gurny is aware that the Service Transition phase causes many operational issues in other firms. From your reading of the case and knowledge from the course, discuss the Service Transition processes in place at HBZS and advise Mr Gurney on the critical transition processes and how these processes are inter-related to other ITIL and HBSZ processes.
Part 3. Service Operation 20%
One of current challenges is the possibility that HBZS will totally outsource the IT department. The case mentions a few of the ITIL Service Operation processes and the Service Desk function. Mr Gurney has asked for your advice regarding the benefits and limitations of outsourcing only the Service Desk while maintaining the other functions of the internal IT department.
Part 4. CSI and Business-IT Alignment 15%
Mr Gurney has mentioned that the IT department moved from a technological point of view to a service point of view. He intends to establish a formalised continual service improvement (CSI) process. Discuss the current service reporting in place, and how it could be extended in the future. What is your advice to Mr Gurney on how he can foster the Business-IT partnership at all levels of the HBZS?
Part 5. Conclusions and Recommendations to the IT Manager 10%
Provide a summary of your findings and make recommendations to the IT Manager
Case study
OKI HBZS Mining Rescue Services
Please download the case study from this link: https://www.axelos.com/case-studies-and-white-papers/hbzs-mining-rescue-services-itil-in-asmb.
