Case Study Report
Learning objectives
This assignment partially addresses three of the learning objectives of this course:
- LO1: synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL), ISO/IEC 20000 and IT4IT in providing good practice frameworks for IT service management
- LO2: evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes
- LO3: appraise implementation of selected IT service management 6 standards and good practice frameworks in case studies including aspects of IT service strategy, service design, service transition, service operation and continual service improvement.
Report: Case Study Report
Report Structure and Presentation
Your report should include a title page, letter of transmittal, executive summary, and Table of Contents. The presentation of the report should be professional, resulting in clarity of message and information.
Note: Make sure to state the name(s) and student number(s) on the title page. If you are working on a team, name and student number of both students must appear in the title page. State the word count of the report (Introduction to Conclusions)
Report Introduction
Your report should include an introduction to the report. This introduction should provide an overview of the relevant case study.
Report sections
(Each section - approx. 1000 words)
Section 1: The case study demonstrates that process maturity assessments reported Zurich's service improvements. Based on the examples in the case study, identify three ITIL processes where improvements can be verified. Discuss the selected ITIL processes and their Key Performance Indicators (KPIs) for successful implementation as identified in the case study.
Section 2: The Head of Service Management at the European Centre of Excellence states: "The first step in our [improvement] journey was to understand where we stood today." Which ITIL service lifecycle can undertake this requirement and how is this typically executed according to ITIL best practices? With references from the case study, give examples of how Zurich executed this service lifecycle.
Section 3: The case study argues that: "process improvement = service improvement". A strong evidence is provided for this position based on PinkElephant's consulting journey with Zurich. Identify one reference (case study, academic article, or industry report) that challenges this position, and present at least two key arguments to suggest that "process improvement ≠ service improvement", i.e. service improvement is more than just process improvement.
Report: Conclusions & Recommendations (approx. 500 words)
Summarise the key lessons you learnt from this case study. Include recommendations for further service improvement at Zurich based on your review.
Report: Referencing and Appropriateness of Sources
References are required and the Harvard AGPS standard of referencing must be used.