Management of IT Services Assignment-
This assignment specifically addresses four of the learning objectives of the course:
- demonstrate a critical 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
- 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
- demonstrate the capacity to comprehend and evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes.
- apply the international standard for IT service management to case studies including the IT service strategy, service design, service transition, service operation and continual service improvement.
Requirements
One articles is provided on Ho Chi Minh Securities Corporation.
For the purpose of this assignment, assume the role of consultant(s) who have been hired by Ho Chi Minh Securities Corporation (HSC) to contribute to a review of IT Service Management at HSC. You will prepare a report for Mr Anh Diep, Head of IT at HSC.
Activity A: Journal (maximum 500 words)
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
If you are working in a team, clearly state the activities of each team member.
Activity B: Case study (max 3,500 words)
Structure, presentation and introduction
Your report should include a letter of transmittal, executive summary and introduction to the report. State the name(s) of student(s).
Part 1. Importance of ITSM at HSC
Explain why is it important for HSC to have effective processes in place to manage IT services.
Part 2. Service Strategy
Many organisations manage their IT services at an operational level without a clear strategic focus. HSC intends to continue their ITIL adoption with processes from the Service Strategy phase. Discuss the Service Strategy processes and advise Mr Diep on how HSC could benefit from their implementation.
Part 3. Service Design
Identify the Service Design processes in place at HSC. Do you recommend that HSC should continue to implement Service Design processes? Based on the case and your knowledge, which of the service design processes are of the highest priority for HSC? Justify your selection.
Part 4. ISO/IEC 20000 Certification
HSC is now considering ISO/IEC 20000 certification. Mr Diep has asked you to advise on the decision. Provide a brief of why HSC should or should not seek certification for ISO/IEC20000. Identify the benefits and drawbacks of certification.
Part 5. Conclusions and Recommendations to the Head of IT
Provide a summary of your findings and make recommendations to the Head of IT
Case study - Ho Chi Minh Securities Corporation
Please download the case study from this link:
https://www.axelos.com/case-studies-and-white-papers/ho-chi-minh-securities-corporationitil-case-study.