(6 questions totalling 30 marks) Question 1 (5 marks) Scenario: You’ve applied for a position as a senior manager in an organisation called Fruitless. At the interview, the management team from...

It is a workshop not a full assignment. Please let me know if you can finish it by 5:30.




(6 questions totalling 30 marks) Question 1 (5 marks) Scenario: You’ve applied for a position as a senior manager in an organisation called Fruitless. At the interview, the management team from Fruitless have asked you the following question: “We have been told by ITSM experts that our organisation “Fruitless” is immature with respect to how we manage our IT services. The ITSM expert told us that on a scale of 1-5, Fruitless at about a level 2 maturity”. Please explain to us, in very simple language that we can all understand · What did the ITSM expert mean by ‘immature’? · What are the characteristics of level 2 maturity?” In the box below type your responses to the management team from Fruitless (expand box as necessary). · What did the ITSM expert mean by ‘maturity’? (2 mark) · What are the main characteristics of level 2 maturity? (4 marks) Marking criteria: · Term of maturity is defined correctly · Language used is common, day to day language, and any jargon is explained. The explanation clearly shows understanding of the differences. Question 2 (6 marks) Scenario: The minions are running an organisation but they have some issues with the help desk: there is a high percentage of re-work on the help desk. About 40% of jobs logged into the help desk need to be re-worked. Furthermore, about 20% of issues are re-occurring issues that have happened before. Even though the issues have happened before, the help desk has to always start from the beginning to work out what they should do to fix the issue. The minion’s IT employees are unhappy because they are overworked and some are complaining that there is an unfair allocation of tasks to various people. When things are going wrong, employees are complaining that when something goes wrong or isn’t done, everyone just passes the blame onto someone else and no-one knows to whom responsibility for the work should be assigned. Often when something goes wrong with the IT services, not all the people who should know about the issue are told. Question: Using ITSM and ITIL v3, what are your recommendations for helping out the minions run their organisation better. Explain why you make each recommendation. Type your answer in the box below – you may use bullet points. (Hint: you should include in your answer the names and brief descriptions of some relevant processes from ITIL v3. You will also need to talk about some of the general principles of ITSM) Question 3 (6 marks) Give an example or tell a short story about a service that you have experienced (it doesn’t necessarily have to be IT related). In your story Identify · who is the service provider, · who is the service consumer, · what are the main service relationships and briefly discuss value creation in the story. Describe the service you have experienced: Who is the Service provider in your story? Who is the Service consumer/s in your story? List at least two service relationships that are present in your story. Describe and discuss value creation in the story (who is creating value, for whom, what is the value created? Was value created? Why/Why not?) Question 4 (4 marks) You are now an ITSM expert and you are leading a workshop on ITIL v3. In your workshop, students are confused about the difference between a function and a process. Explain in your own words the concepts of functions and processes in ITIL v3. Give one example of a process and one example of a function found in ITIL v3. State in which phase of ITIL 3 the process and function are found). Question 5 (3 marks) You did really great in the ITSM course last year. Now your lecturer has asked you to take the introductory class. Explain to the new students why ITSM is important to value creation in organisations? Explain in your own words. Question 6 (6 marks). Build your own question Choose any of the structures below. Write four (4) questions and answers for the structure/s chosen (1.5 marks for each). You can use the same structure to create different questions/answers. Fill in the blank with your own statement to create the question and then answer the question. For example How________________________________________________? Answer: Might become: How does the RACI matrix help organisations to create value_?(you can’t use this particular question in your response) Answer: IT helps to create communications channels and prevent silos and creates clarity as to who needs to be involved in a particular service offering. It helps to make sure that processes/practices are co-ordinated to help the service work in a co-ordinated way. Structures to choose from (you can use the same structure more than once). What ______________________________________________? Answer: How________________________________________________? Answer: Why_________________________________________________? Answer: When_________________________________________________? Answer: Where _________________________________________________? Answer: Which ____________________________________________________? Answer: