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Significance of the ITSM, ITIL Processes, Service Strategy

1479 Downloads I Published: 02 Feb ,2019

Introduction

Management of the activities which are related to the IT services of an organisation to attain the organisation goals (Bezuidenhout, Muller and Jooste, 2011). It is a structured process which determines the success of a company to make better workings as per the needs of the targets. It is essential for the organisation which are working in the modern corporates rivalries market, they have to sustain their productivity by aligning their IT services with the needs of the customers to make a better products and services, by which an organisation can deliver valuable outcomes for their targeted markets. The present report is based on the NNIT which is an international IT service provider, the company is located in the Denmark. They are outsourcing work in IT consultancy, life sciences and finance etc. The present report is discussing on the significance of the ITSM, ITIL processes, service strategy which is a core part of the ITIL service life cycle. A difference between the service catalogue and service portfolio is containing this report. Different ITSM tools will be discuss on this which can help to the organisation for the portfolio management.

Part 1

Importance of the ITSM an NNIT

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As the NNIT company is working in the IT services so it is very essential for them to make a proper Information Technology Service management. Most of the activities of the organisation is based on the IT management so it is essential for the organisation and their management to make a proper structured IT activities (Zurich, 2017). As the organisation is also providing IT solutions to other companies so they have to maintain the standards in the management of the IT services. Some of the points are here which help to explain the significance of the ITSM for he NNIT;

Technical services: As the company is working in the IT sector so it is essential for them to provide an appropriate management. Mainly IT service management focus sharing of the data and information in the internal departments and as well as it helps a lot of the organisation to make communication with the clients. So it is essential or the organisation to make a proper management of the IT services. It helps a lot to the company to provide an appropriate technical services for their clients by which they can make a better position in the market.

Internal transmission of data: It helps a lot to the organisation to make a communication to provide a better solution to the clients. As the NNIT is having various departments and they are having their own roles and responsibilities in the organisation so it is essential for them to make a proper communication and discussion on the problems and issues facing by the clients (Krutz and Vines, 2010). The IT SM provides a medium to them to make a better communication, transmission and transformation of the data and information in the different departments.

Control on the IT activities: It provides a control on the IT activities by which organisation can make a better service for the customers. As they are mainly working in the IT sector so it is essential for them to make a proper control on the IT services by which they can make better services for the customers and as well as it can help to them to manage the cost efficiency.

Separation in the work: They are using outsourcing method to take work from the different nations, it helps them to maintain the standard in the profits and revenues. So it is essential for the NNIT to make separation in the information and data (Tucker, 2013). It can help to  the company to make a better services for the clients companies by which they can ensure the successful work on the demands of the customers company. It helps to the company to avoid the collusion situation of the data, it is worst condition for the company when they got the mix the data of different clients. It decrease their goodwill and as well as it decrease their own performance level.

Some of the points are here to explain why ITSM important for the NNIT;

For best practice: IT service management is essential for the organisation to make a best practice of the work in the favour of the client by which they can ensure to their customers to provide a better work as per their expectations. Customers are having a expectation for their work and which they explain to the NNIT also, so it is necessary for the company to make a better work as per the expectation and demands of the customers.

Manage activities: It helps to the organisation to manage all of the activities in aligned process and manner so it is essential for the organisation to make a better IT service management in the organisation (Heizer and Barry, 2013). Data transferring has to be in a flow which can help to the different department to perform their work on it and as well as it can help to the company to make a better service accordingly.

Increase in the productivity: It service management emphasis on the performance of the departments and as well as on the individuals on the targeted work so it is essential for the organisation to make a better IT service management which can help to them to improve the productivity of the employees.

Integration and coordination: It has a huge importance in the organisation to make a better services for the customers, it emphasis on the integration and coordination of the employees and departments which can help to the company to make a better work on the customer's expectations of the company (Cai, Zhang and Zhang, 2011). NNIT is having different processes in the organisation which are related to the problem management, incident management so it is necessary for the organisation to make a better integration in the work and as well as co ordination in the work is necessary for the company to make a better services for the customers.

Part 2

ITIL processes

In every business there are some technology they have been used. With out the technology no body will make the business in the market. The technology have helps in survive in the market. These will make the development and growth in the organisation. The working in the organisation will become fast and effective. This will give the good result in the business. NNIT is the third largest IT services in the world. They work on the development on the IT (Information technology) sector (Erickson and et. al., 2012). So it have to manage the performance of IT in the organisation. ITIL stands for the informant technology infrastructure library . This is the part of the is the part of the ITSM practices this will describe the procedure , checklist and task not of the organisation and specific. This is use by the organisation for miking the lower level of the competency in the market. This will help in showing the lay of land. The natter way to know by the lay of lend in map. There are some process that have been use in the ITIL in the NNIT;

IT Stage  Process
Service strategy  Management of strategy fir IT service
Portfolio service management
Management of demand
Management of financial for IT service
Relationship management of business
Service design  Coordination of design
Catalogue management of service
Level of service management
Management of risk
Management of capacity
Management of availability
Continuity management of IT services
Security management of security
Management of compliance
Management of Architecture
Management of supplier
Service transaction  Management of change
Evaluation of change
Management of project
development of applications
Release and development management
Testing and validation of service
Configuration management and service asset management
management of knowledge
Service operation  Management of event
Management of incident
Fulfilment of request
Management of assessing
Management of problems
Operational control of IT
Management of facilitates  
Management of application
Technical management
Continual operation Review of service
Evaluation of process
CSI initiatives defecation
CSI initiatives monitoring

 

This the process that have been followed by the company. This will halp in getting the effective achievement of their goal and objective in the IT sector. This will help in managing the company IT performance (Talk, 2016). This is the oldest and effective process in the environment of IT sector. There are five stage on which the process have been set. This stages come in the life cycle of the ITIL. The description of these stages are as follows:

Service strategy (First stage): In this strategy have been formulated and define. The strategy have been maintained and then this strategy have implemented. There are some principle and guide lines that have been given according to that the strategy have been formulate. The strategy have been made for the services that haven provided to the consumer in the market. The guidelines have been given by the government , compliance, legislation and some other culture  principle and guideline of the organisation translation. It is based on the sound understanding and services that have been offered to the consumer in the market. This will help in increase the economic life of the services in the market. This strategy  help to know that organisation staffs and department are supporting the business or not (Badinelli and et. al., 2012). This will help in handling the risk of the service portfolio. This will help in analysis the cost of the service. Their main motive is to improve the service in the organisation.

Service design (Second stage): In this stage the strategy have been converting in to the reality in the organisation. By using the effective method of design and development. This will help in develop the service in the market. The new service can offer the reliability to get the common and similar services to the consumer, this will be done for understanding and translating the requirement of business and providing the effective services to the consume as per their requirement upon the implantation of  services. This will not limited to the new services in the market of the company. IT help in change and improvement as per the need of the consumer and maintain the customer of the service in the market. This will help in increasing the continuity of services. Improvement has been don as per the need of service hour and service level (Akinlar  and et. al., 2010). The change have been required for the new conformance standards and regulation are main in the market. For service the change have to be done very effectively.

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Service transition (Third stage): In this stage the design and development the activity have been completed. This is the stage where the service have been transact to the consumer. This will full fill the gap between project and operation more effectively. This will also improve the change that have been dome on the live services to the consumer. This will full fill the gap between the transaction of services between the customer and service provider (Heinonen and et. al., 2010). This will make the control of the service. This will bring all the assets of service with together and that will be ensured and tested together. This focus on the quality and control of the delivery of the service that have the change into service operation's. This will give the effective time and quality for the life cycle. This will reduce the unexpected variables in the delivering of the live service to the consumer.

Service operation (Fourth stage): In this operation team have to manage the services. The operation team have to make the stable services to the consumer. They will provide the ongoing support unit. They will also strongly influence the business growth of the service that have to bee revived by the consumer. The key part of the service deck have been managed by the support incident t manager. He had to manage the incidences effectively. And full the request of the user. This will get the  feedback and satisfaction of the user (Grönroos and Ravald, 2011). He comes in the business support and administration team. But in the IT there are application management and technical support team that will handle all the incident effectively.

Continual operation (Fifth stage): This is the stage where all the four stage have been evaluate and analysis the development. This will show the life cycle of the ITIL. This will shoe the result about the life cycle and make help in making the effective life cycle net time. This will shoe the problems that have to bee solve in the IT sector.

Basis of the case of the NNIT there are needed of the development of ITIL in the company. This will make the Effective development. This will help in capitation the market with the top two leader in the market. This is some thing that their will help in achieving the objective and effective goals of the organisation. There are several process that e have been in the life cycle. Every process have been is important in the life cycle this will make the development in  services that have to be use by the user (Iden and Eikebrokk, 2013). That is most impotent to do the effective process of the ITIL there are five stages in the life cycle of his. The service design has to be done very effective by the NNIT. The NNIT have to make the proper processing of the design in the services. Because the consumer are depend on the service of the company only. This will reduce the issues of the service and make the effective service that will affect the consumer to consume that.

There are several advantage so making the ITIL effective. This will make the strong alignment in between the business and IT, improve the service that have to be delivered to the user , provide the customer satisfaction (Lucio-Nieto and et. al., 2012). Reduce the cost through the resources and improvement. It will increase the visibility of cost of IT and assets. Better management of business risk.

Part 3

Service strategy

Service catalogue: It is related to the lists which are having all the details products and services which are provided by the IT departments. It is having a mainly two types of the products which are related to the hardware and software so it is essential for the company to make a better service catalogue. It can help to the company to make a better communication with the customers and as well as it can help to the company to make a better service as per the customers requirements (den Hertog, van der Aa and de Jong, 2010). Mainly the service catalogues are provided on the websites which can be used by the customers to select the choice of the products and services according to their needs. It helps to the customers to enquire the services and as well as it can help to the company to provide the information to the customers about their products and services. As the NNIT is working in the IT solutions so they can give a better information to their targeted customers by making an appropriate service management.

Service Portfolio: It contains all the details of the products and services which is provided by the IT company to the customers. It is a list of the products and services which has to be retired and new upcoming products and services of the company. As the NNIT is working in the IT sector so it is essential for them to provide information to the customers by the service portfolio (Bezuidenhout, Muller and Jooste, 2011). It can help to the company to generate the demands in the customers and as well as it can helps to the company to take suggestions and recommendation of the customers on a particular products and services.

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These bot are having a huge differentiation which are given below under the following points;

Focus: Service catalogue is having focus on the present time on the other side service portfolio is having it's focus on the past and future projects. Service catalogue is a type list which shows that which types of products and services company is providing to the customers which is essential for the customers (Zurich, 2017). On the other side system portfolio is provide information of the upcoming products and services of the company by which they can generate the demands and make a lead on the customers.

Queries: Service catalogue is having an information about the products and services which are company offering in the present so it is having less queries from the customers but on the other side customers are having more queries regarding to the products and services which are closed and which are coming in the future so the service catalogue provides more  queries from the customers which helps to the company to make a better communication with the customers on the queries which helps to the company to make a lead on the customers.

Changeable: As the company is working in the IT services so it is essential for the company to make a better services for the customers. Modification is a necessary element for the company by which they assure the success of the work for the particular customer (Krutz and Vines,2010). As the service catalogue is having all the informations which are related to the present products and services of the company so they can not make changes in the service catalogues and as well as in the products and services. But on the other side service portfolio is having a chance for the company to make changes in the products and services. The management of the company can make discussion on the products and services by which they can assure the success of the products and services for the targeted customers. Modification are having a potentials of the success for the company so it is essential or the company to make a better services by making interactions and communications with the targeted consumers (Tucker, 2013). Each and every clients is having specific needs which have to be implemented by the NNIT in the IT solutions so they have to make a proper discussion on the topic with the customers.

Some of the main factors are which can help to the NNIT to implement service portfolio:

Information of the customers: It is essential for the company to make a better communication with the customers on the upcoming products and services by which they can increase the effectiveness for the customers and as well as it can help to the company to improve their level of working of the company.

Performance of the organisation: It is essential or the company to improve their performance to provide better activities for the customers (Heizer and Barry, 2013). So this performance factor can help to the company to make a better implementation of the service portfolio for the company.

Part 4

Service Portfolio Tool

At the time of the planning and designing the service portfolio it is essential for the company to use a better tools of the ITSM by which they can make a better service portfolio for the customers. The NNIT is taking work from the outsourcing so it is essential or the organisation to make changes in the service portfolio which can help to the company to provide a detail of the work in which they can make their services in their future (Cai, Zhang and Zhang, 2011). Some of the tools are here which can be used by the company to make an effective service portfolio for the company by using the ITSM tools;

Samanage: It can help to the company to make a proper IT service management, it helps to the company to make a better work on the problems and issues facing by the organisation. By it company can provide a base to the customers where they can put queries and information, it can help to the company to make a better modification in the upcoming products. effectiveness of the products and services is an essential element for the organisation by which they can ensure their success and as well as it can help to the company to make a better modifications as per the requirements of the targeted customers (den Hertog, van der Aa and de Jong, 2010). It provides a visibility to the customers and the management also which can help to the company to make a ;proper and appropriate discussion on the particular products and services.

Cherwell: It helps to the organisation to make a modification and changes in the IT system management, it can also helps to the company to make a better service portfolio to make an automatic update of the system portfolio as per the needs of the company (Erickson and et. al., 2012). NNIT can use the Cherwell in the codeless integration of the IT system management by which management can connect their devices by software which can help to the company to make a proper communication with the customers and as well as it can help to the company to make an appropriate changes in the service portfolio.

SpiceWorks: It provides a software by which the company can provide help desk, mobile help desk to the customers, where they can put their queries and as well as it can help to the company to establish the communication with the targeted customers which can help to the company to make a better services for the customers (Talk, 2016). As the NNIT is working in the IT sector and they are providing solutions to the clients so it is essential for the company to make a better communication with the customers. Service portfolio is having a chance to make modification so NNIT can use this tool of the ITSM which can help to them to make a discussion on the upcoming products and as well as it supports to the company to improve their effectiveness for the customers as per the needs and demands of them.

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Conclusion

The above presented report has been concluded about the Information Technology System Management in the NNIT. It is having huge significance for the company to manage all of the activities and improve productivity of the organisation against to the customers needs. NNIT has more responsibilities in the ITSM sector because they are also working in the IT sector so they have to make a proper implantation of the IT system management to improve their effectiveness for the customers. They have to use Cherwell which can help to the company to make a better codeless connections in the different hardware and software.

References

  • Akinlar, C.  and et. al., 2010. Quality of service management in network gateways. U.S. Patent 7,802,008.
  • Badinelli, R. and et. al., 2012. Viable service systems and decision making in service management. Journal of Service Management. 23(4). pp.498-526.
  • Bezuidenhout, M.C., Muller, M.E. and Jooste, K., 2011. Healthcare service management. Juta and Company Ltd.
  • Cai, M., Zhang, W.Y. and Zhang, K., 2011. ManuHub: a semantic web system for ontology-based service management in distributed manufacturing environments. IEEE Transactions on Systems, Man, and Cybernetics-Part A: Systems and Humans. 41(3). pp.574-582.
  • den Hertog, P., van der Aa, W. and de Jong, M.W., 2010. Capabilities for managing service innovation: towards a conceptual framework. Journal of Service Management. 21(4). pp.490-514.
  • Erickson, P.J., and et. al., 2012. Integrated information technology service management for cloud resources. U.S. Patent Application 13/152.349.
  • Grönroos, C. and Ravald, A., 2011. Service as business logic: implications for value creation and marketing. Journal of Service Management. 22(1). pp.5-22.
  • Heinonen, K. and et. al., 2010. A customer-dominant logic of service. Journal of Service Management, 21(4). pp.531-548.
  • Heizer, R. and Barry, R., 2013. Operation Management, Sustainability and Supply Chain management (Vol. 11). Pearson, UK.
  • Iden, J. and Eikebrokk, T.R., 2013. Implementing IT Service Management: A systematic literature review. International Journal of Information Management. 33(3). pp.512-523.
  • Krutz, R.L. and Vines, R.D., 2010. Cloud security: A comprehensive guide to secure cloud computing. Wiley Publishing.
  • Lucio-Nieto, T. and et. al., 2012. Implementing an IT service information management framework: The case of COTEMAR. International Journal of Information Management. 32(6). pp.589-594.
  • Talk, O.M., 2016. Operations management.
  • Tucker, F.G., 2013. Creative customer service management. International Journal of Physical Distribution & Logistics Management.
  • Zurich, L.B., 2017. Service Operations and Management.
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