Principal Objectives of Service Operation Lifecycle Stage

Running Head: COMPUTER INFORMATION SYSTEM
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Name of the Student
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Author Note

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Question 1:
What are the principal objectives of the service operation lifecycle stage? Use an example from
the scenario to illustrate your answer.
The principal objective of service operation lifecycle is that it works with the objective of
delivering IT services efficiently and effectively. The stages included in the service operation
lifecycle are full filling the user requests, fixing the problems faced, resolving service failures. The
main principles are internal IT view and external business view, proactive and reactive, stability and
responsiveness and service cost and service quality (Beloglazov et al. 2015). Service operation
includes providing a service desk that will help them in satisfying the needs of the customer. There
are four types of desk: central service desk, central service desk, local or distributed service desk, and
virtual desk. For example: the case study chosen is BoilServ.
Metrics are often used to monitor the performance of a function such as a service desk. Suggest
three metrics that could be used in order to monitor the service desk described in the scenario.
What kinds of issue need to be considered when collecting and interpreting metrics?
The three metrics that will be useful for the given case study are infrastructure stability, change
success rate and cost per ticket. This will help in providing better measures for monitoring the service
desk. While working with the metrics the information that are needed to be kept in mind are related to
the infrastructure stability, the privacy policy developed by the company and measures that are taken
by the organization to improve the efficiency (Ciesielska 2017). The reports based on the service
issues faced by the engineers working in the organization will be helpful for developing the metrics.
In the BoilServ case study, what is the overriding service management principle that has been
violated? Give an example of how this principle has been violated.
Several policies were implemented with the aim of increasing data security and manager
decides that customers data can be accessed only by the headquarter network. Apart from these
security protocols are being designed on demand of the manager so that maximum security can be

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provided. The principle that has been violated by the engineers of the organization is that they are
accessing and installing uncertified software on their mobiles that are likely to pose security threats.
When challenged about having overlooked several service management principles, the manager
responds that service management is not relevant, as Boilserv’s customers do not use the IT
services, and the engineers are only employees. With the aid of examples from the case study,
describe the likely impact of the changes imposed by the manager on the value of the services
the engineers provide to their customers. What does this imply?
BoilServ Company aims at serving commercial boilers. As the engineers of the company had
the access to the customer’s data and contact details through the website of the company their lies a
chance of data getting leaked or misused. Thus it becomes necessary increase security related to the
data so that the data protection regulation can be maintained. In order to maintain the confidentiality
the chief information officer has proposed a plan that will help in gaining better access controls for
this data. Even the chief officer has assigned a manager for developing security protocols that will
protect every data related to the customer. The manager included a change that allows the access of
customers details only from companies headquarter. Apart from this, the manager has included
standard virtual private network that will give access to the engineer’s device. However, the VPN
drops their connection each time the engineer’s machine gets suspended and the connection needs to
be reestablished. This is time consuming and also requires password verification (Drake and Ring
2016). Moreover in case the engineer loses or damages their VPN code generator device it becomes
difficult to get the device back as the engineer needs to visit the BoilServer’s headquarters. This
process is lengthy and time consuming. Apart from this, manager has banned installation of
unauthorized software. After implementation of this rules, it is being observed that half of the
engineers has resigned the job and the production of the company has fallen to two third.