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IT Service Management

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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 m

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