This assignment specifically addresses four of the learning objectives of the course:
● LO1: demonstrate an 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
● LO2: 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
● LO3: apply the IT Infrastructure Library (ITIL) and ISO/IEC 20000 objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes.
● LO4: apply the international standard for IT service management (ISO/IEC 20000) to case studies including the IT service strategy, service design, service transition, service operation and continual service improvement.
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. Importance of vendors for ITSM implementation at Vodafone Ireland
Explain why it is important for Vodafone Ireland to have a good partnership with its vendors HP and Perform IT for successful ITSM implementation.
Part 2. Service Transition
One of the core goals of service transition is to support the change process of the business. In ITSM, three processes: change management; configuration management; and release management play critical roles in service transition. How do you think these three processes are implemented at Vodafone Ireland? Provide examples of the use and integration of HP BSM applications in order to facilitate successful service transition at Vodafone Ireland.
Part 3. Service Operation
Service operation phase in ITIL is responsible for management of the technology required to provide and support IT services. The case refers to several applications and tools from HP being used to correlate events that links IT infrastructure to service performance. Discuss how end-to-end and integrated ITSM applications have enabled Vodafone Ireland to shift their service operation activities from a reactive to a proactive service management in a year. Provide references to the ITSM applications used and examples of process metrics belonging to the incident management and problem management processes used in service performance measurement.
Part 4. Continual Service Improvement
Vodafone Ireland presents a CSI workflow that worked for them: (1) re-align IT operations group to ITIL processes; (2) create meaningful service KPIs to measure service performance; (3) adopt an end-to-end service surveillance strategy using an integrated ITSM solution (HP BSM 9 software in the case); and (4) monitor and improve service using technology, process and service metrics for service measurement. How did this CSI workflow enable successful organisational change at Vodafone Ireland? Discuss the role of metrics and reporting in CSI.
Part 5. Conclusions and Recommendations
Provide a summary of your findings and make recommendations to other IT service providers about improving customer satisfaction from IT services, reflecting the positive experience showcased in the case.
- Attention to purpose
- Explain importance of vendors for ITSM implementation
- ITIL service transition processes (change management, configuration management & release management) implemented at Vodafone
- Integration of HP BSM tools for successful service transition
- Discuss event correlations that link IT infrastructure to service performance at Vodafone
- Discuss process metrics used in service performance measurement
- Understanding of CSI workflow at Vodafone.
- Discuss role of metrics and reporting in CSI
- Conclusions and recommendations