Answer To: ITECH7400 IT Service Management and Professional Culture CRICOS Provider No. 00103D Content Analysis...
Kuldeep answered on Sep 17 2021
Content Analysis
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Contents
Week 1 3
Week 2 4
Week 3 6
Week 4 9
Week 5 11
Week 6: 14
Week 7 15
References 18
Week 1
IT SERVICE MANAGEMENT
IT service management refer to actions of policy-directed actions, organization and sequencing in processes, moreover maintenance operations performed by the association to plan, design, deliver, as well as operate IT services provided to consumers.
BEST PRACTICE
Best practice is a strategy that is generally considered to be better for any option, as it produces results that are smarter about the results done by different methods, or based on which it has become a standard way of agreeing to legal or ethical prerequisites (Adabi, Mosadeghi & Yazdani, 2018).
GOOD PRACTICE
A good practice is that ethical, fair and reproducible processes or methods have proven to work well and successfully achieve their goals, so they can be recommended as models. The basis for sharing as well as identify good practices is learning from others and supporting application of the experience and knowledge to innovative situations.
IT Infrastructure Library
The IT Infrastructure Library is a degree library that describes the best practices structure for providing IT services. IT Infrastructure Library systematic move toward to Information Technology service management can also help companies to control risk, strengthen consumer relationships, build cost-effective practice, moreover build constant IT environment that grows, expands, and transforms (Bhadra & Gayen, 2013).
THE ITIL CORE
The publication reproduces common best practices for all types of organizations that serve businesses.
THE ITIL SERVICE MANAGEMENT MODEL
Service Model
The service model describe how service provider can creates cost for given set of consumer contracts by associating service requirements with assets of their clients and service assets of the service provider. It also describes the dynamics and structure of services:
Feature: A feature is a self-contained subset of an association that is used to accomplish a particular task. They are generally in the structure of teams or groups and the tools they use (for example, service desk and IT operations).
Process: Process is the set of structured activities design to achieve a particular objective. A process takes a defined input furthermore converts them to a defined output (Brandl, 2019).
Process structure: Process control makes sure that steady, repeatable processes are established, managed, and handled to make their efficient performance.
Week 2
SERVICE LIFE CYCLE AND FUNCTIONS & PROCESSES
GOVERNANCE
IT governance is a framework that describes how organizations implement and guide and observe IT governance within an organization (Choo, 2014). It provides plans and measures to effectively manipulate IT resources and processes in the association.
ITIL Framework for IT Governance
ITIL framework can be part of a foundation for superior IT governance. IT is the service business, accepting ITIL service management practice is an efficient method to resolve IT governance
RISK
Risk is defined as probable events that could result in injury or loss, and capability to attain a goal.
SERVICE STRATEGY
Service strategy is the intermediate function of ITIL service life cycle. It provides guidance for prioritizing or clarifying the interests of professional cooperatives in services.
Key Processes in Service Strategy
· Business relationships management;
· Economic management for the IT service
· Services portfolio management
Automating Service Management Processes
At more fundamental stage, automation increase productivity, enabling us to control fluctuating needs and often doing more (Clohessy, Acton & Morgan, 2017). Without an automated level, effective service management for all organizations except the smallest organization is unthinkable.
SERVICE DESIGN
Service design is an act of setting up as well as organizing people, communication, infrastructure, and objects parts of services in the order to pick up its value and the dealings between the clients and service provider (Dhanasekaran & Vasudevan, 2018).
Five Aspects of Service Design
Service design solution management, tools and information systems, technology and management architecture, and tools, processes and measurement system have five aspects.
SERVICE TRANSITION
The service transition understanding and continuation process ensures that the pre-arranged schedule creation of the latest or adjusted service is formed in tandem with the basic adjustment of the service to the baseboard (Fang, Liu, Romdhani & Pahl, 2015). This must include the transition plan including the service design and operational necessities in the process:
1. Change management,
2. Service transition planning,
3. Service assets or Configuration management,
4. Deployment and Release management,
5. Validation or testing services
6. Evaluation,
7. Information management.
Week 3
THE SERVICE LIFE CYCLE
SERVICE OPERATION
Service Operations Management has a well-designed responsibility to build an organization's services as well as deliver services directly to its clients (Lins, Damasceno, Medeiros, Sousa & Rosa, 2015). The service department treats the service as an intangible product, and the service serves as a package of convenience goods and services as a customer experience and service.
Four Balances of Service Operation
1. Inner IT views vs. outer business views
2. Constancy versus responsiveness
3. Quality of the service versus service cost
4. Reactive versus pro-active
Service Operation – Processes
1. Incident
2. Event
3. Request fulfillment
4. Access management
5. Problem management
Service Operation – Functions
1. The service desk
2. Applications management
3. Technical management
4. IT operation management
CONTINUAL SERVICE IMPROVEMENT
Continuous Service Improvement applies a metric-driven approach to determining the timing of the upgrade and...