How is the concept of service value system

Reference no: EM133140176 , Length: word count:3700

Management of IT Services

Case Study Report

Learning objective 1: synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL),ISO/IEC 20000 and IT4IT in providing good practice frameworks for IT service management

Learning objective 2: evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes

Learning objective 3: appraise implementation of selected IT service management standards and good practice frameworks in case studies including aspects of IT service strategy, service design, service transition, service operation and continual service improvement.

Assignment Task for - Management of IT Service

Task overview:

Report 2 requires you to read the following case study, and then draw on the course materials and other academic resources (e.g. journal/ conference papers, books) to answer the following questions.

Case Study: The City of Pittsburgh: Using ITIL for better public service provision

Report: Case Study Report

Report Structure and Presentation

Your report should include a title page, executive summary, and Table of Contents. The presentation of the report should be professional, resulting in clarity of message and information.

Report Introduction (Approximately 600 words

Your report should include an introduction to the report. This introduction should provide an overview of the relevant case study.

Section 1: The case study presented that the old I&P department in the city of Pittsburgh had an issue: "... agreed to something but did not have the bandwidth to actually do it, and times where they could have easily helped but did not."

Identify two ITIL processes (ITILv3) or two ITIL practices (ITIL4) that could be highly relevant to address this issue. Present how these processes or practices could have helped I&P department with some evidence of improvement in this area?

Section 2:
The I&P department reported in the case study: "In the first quarter of 2020, the new ITIL-aligned capabilities were seen as key enablers in handling the impact of the COVID-19 crisis."

Explain the role of IT governance in developing and enhancing the ITIL-aligned capabilities. Provide two examples of how ITIL helped with the COVID-19 response. How do your provided examples link to the strategic directions taken by the department to apply the ITIL principles?

Report: Conclusions

Summarise the key lessons you learnt from this case study.
Report: Referencing and Appropriateness of Sources
Summarise the key lessons you learnt from this case study.

Activities

1. Conduct a general review of ITIL4 and the concept of service value system (SVS) promoted in ITIL4 (Google Search will suffice).

2. Identify at least three Internet sources that you found to be useful to learn aboutITIL4.

3. Now visit an ITSM knowledge repository developed university research:

Essay

Based on your study of the Internet sources and the ITSM knowledge repository, write a 500-word essay that answers the following questions:

A) How is the concept of service value system (SVS) promoted in ITIL4?

B) What is your experience of using the ITSM knowledge repository to learn about ITIL4? Identify at least one improvement opportunity for the repository. Reflect on your experience.

Attachment:- Management of IT Services.rar

Reference no: EM133140176

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