ITIL Implementation for Chorus Telecommunication Company

This project report focuses on the implementation of ITIL service and its procedures in Chorus Company, a telecommunications company in New Zealand. It addresses the service management issues faced by the company and aims to improve service delivery, cost management, and information security management.

DIPLOMA IN NETWORKING LEVEL 7
DN304: Capstone Project
(12 Weeks)
(20 Credits; Level 7; Version 1 )
PROJECT REPORT
[ITIL Implementation]
Supervisor Name: Kaye
Flores

Project Proposal Cover Page
Course qualification Diploma in Networking Level
Course title: Capstone Project
Course/Paper number: DN304
Student name: Abhishek Nayyar
Student ID: 185018A
Supervisor Name: Kaye Flores
Assessment type: Project Report
Completion date: 30/09/2019

Abstract
Chorus telecommunication company is as of now attempting to improve the service
conveyance forms, the expenses by appropriate execution of assets and more grounded
arrangement between Information innovation and their business. Chorus find hard with regards to
service Management and conveyance forms which make them not to dealing with the service
solicitations, occurrences and tickets for customers productively. In addition, they are hoping to
improve their data security Management framework where they have customer information, they
are at present confronting some specialized issues because of need the procedures the board of
service conveyance. So now they are searching for a Consistent IT structure to work it out for the
ITIL procedures of their organization. Every one of these issues will influence consumer loyalty
so they need to actualize ITIL services to defeat this circumstance. My task will be about the
ITIL and its procedures for the Chorus to annihilate the issue. All the management issues in the
company are also bound to be solved using the system.

Table of Contents
Abstract........................................................................................................................................................3
Introduction..................................................................................................................................................6
Background Information..........................................................................................................................6
Motivation................................................................................................................................................6
ITIL Implementation Layout....................................................................................................................7
Problem Statement...................................................................................................................................8
Project Objectives..................................................................................................................................10
CHAPTER TWO.......................................................................................................................................11
Literature Review.......................................................................................................................................11
Introduction............................................................................................................................................11
Overview of Information Technology Infrastructure Library – Global Standard for IT Management of
Service....................................................................................................................................................12
Information Technology Infrastructure Library and IT Services................................................................14
Why Information Technology Infrastructure Library is Needed.............................................................15
ITIL Adoption and Progress of Implementation.....................................................................................19
CHAPTER THREE....................................................................................................................................21
Methodology..............................................................................................................................................21
Introduction............................................................................................................................................21
WaterFall SDLC Approach....................................................................................................................21
Feasibility...........................................................................................................................................23
Requirement Analysis........................................................................................................................23
Project Design....................................................................................................................................23
Implementation...................................................................................................................................23
Project Testing and Validation...........................................................................................................24
Maintenance.......................................................................................................................................24
Project Analysis......................................................................................................................................25
Methods of Collecting Data....................................................................................................................25
Observation........................................................................................................................................25
Interviewing.......................................................................................................................................25
Filling in Questionnaires....................................................................................................................26
CHAPTER FOUR......................................................................................................................................27

Results / Data Presentation.........................................................................................................................27
Introduction............................................................................................................................................27
Data Presentation....................................................................................................................................27
ITIL implementation process..................................................................................................................35
Discussion..............................................................................................................................................37
CHAPTER FIVE........................................................................................................................................39
Conclusion.................................................................................................................................................39
References..................................................................................................................................................41
Appendices.................................................................................................................................................45

CHAPTER ONE
Introduction
Background Information
This Capstone Project is about the Implementation of ITIL Service and its procedures in
Chorus Company which is situated in New Zealand. It has numerous branches over the New
Zealand. The Chorus brand is one of the main brands of giving the services in the media
transmission industry in New Zealand. They purchased fiber over the copper alongside the
broadband services in the private and business properties of New Zealand. Due to having an
enormous number of customers over the New Zealand, their framework is coordinated with
Information innovation. The report mainly addresses the phases and the stages under which the
service management issues is eradicated in Chorus Company. The report is also very important to
the Information Technology service management which is also part or sub section of the
Information Technology Infrastructure Library. By the user of Information Technology
Infrastructure Library, it is very possible to achieve the management objectives of the company
as well as meeting the service level agreements.
Motivation
The core purpose of carrying out this research is to establish the knowledge of computer
networking and their respective principles in the organization in order to achieve the set
objectives. By the use of Information Technology Infrastructure Library stages, it is very much
possible to solve the problems related to delivery of services which are the main problems which
are being faced by Chorus company. With the implementation of the Information Technology
Infrastructure Library in Chorus company, it shall positively impact the company in terms of
effective and efficiency in management of their own issues and problems which comes on the

system for the connectivity. This is because the current situation at the company is in such a way
that tickets are assigned manually to a particular person. This process takes a lot of time and also
it doesn’t meet the key performance indicator which are set to be achieved by the company. After
the implementation of the Information Technology Infrastructure Library at the company, it shall
assign the tickets and incidents automatically depending on the technical level of the problem.
ITIL Implementation Layout
The process which elucidate in the implementation of the Information Technology
Infrastructure Library includes the following;
For the implementation of ITIL processes we will elucidate the following stages:
Service Strategy: This is the center and the start point of the service Lifecycle of the ITIL.
This stage gives a provision of the guide on the prioritization and clarification of the service
provider investments in the services. It mainly and majorly helps the Information technology
organizations in the improvement as well as development over a very long period of time.
Service Design stage: this stage identifies the requirement services and improvises
another new service which is being offered as well it changes and improves the services which
existed previously.
Service transition: this stage builds or deploys a modified or new services.
Service Operation: this stage carries out the operational services of an organization.
Continual Service Improvement: this stage improves the efficiency and the effectiveness
of the processes and the services. The processes of this stage is shown in the below diagram;

Under these stages, there are processes which are contained in them too. Information
Technology Infrastructure Library, is very important in each and every organization and company
as it helps in aligning the business with the Information technology which is more recent and
current. The above described processes will help the company in management of the workforce
effectively and efficiently as well as tickets assigning and requests of the services.
The project introduces the current design of chorus company services and also follow up
on the later stages of other stages in order to avoid the problem. The Chorus company has a
number of stakeholders who exists inside and outside the company in order to maintain the
infrastructure of the company, level of operation as well as the resources of the company. The
project will also give an introduction of the technology software that is going to assist the chorus
company for the management of their incidents and time effectively and efficiently. Also security
being another key concern whereby the data of the client is everything which is supposed to be
protected at all cost. The security system has also to be introduced in the company profile
whereby the company system is able to be secured as well and getting the profile of the client
very easily from the base of the knowledge. In the near future, the data can be transferred to the
cloud computing for the betterment of the services further.
Problem Statement
Chorus company which is a telecommunication company has a wide range of history
which is related to management of client, the connectivity of the network, ONT status as well as
telecommunication. Despite the fact that the company does management of services very well,
current status of management is that there is a problem in the management services since
customer satisfaction which is the key factor in the company improvement and growth is not

achieved. The core reason as to why they are stuck between the satisfaction of the customer is
because the companies has contracted different company which was working for them.
These companies includes the UGC and the vision stream companies who are doing the
installation of the fiber optics cables and network to the commercial properties and the homes in
New Zealand. There are evidence of fiber works, network connectivity issues as well as the
general customer satisfaction complaints which pose a major challenge in the general
management of the company as Chorus has issues with the accurate management of the problem.
The Chorus company now needs to see the general performance of the software in terms of
service delivery so that they can deploy both the resources and the software in the management of
the company. The management of the Information is another critical component which is also
affecting the whole system of the information technology in the Chorus company. The company
therefore is ready to deploy the use of the ITIL services to their management of the company with
the core reason of overcoming all these problems they are currently facing. Currently, the ITIL
services are the best in terms of requests and incidents service management, management of SLA
problem, which is very much cost effective solution that they can deploy (Kanapathy& Khan,
2012).
In order to overcome the problem of the information technology using the ITIL, the
design phase of the project can be worked upon. The design of the project service delivery is
aligned with the current needs that Chorus company requires which in this case includes the
security issues hence the ServiceNow software can be deployed which is very key in securing the
client data and personal information. Another phase which is implemented is the continuity
management which operate along the information security management phase in order to

endeavor get to know the key problem facing the information technology and be able to remove it
when it is required.
Project Objectives
This project will majorly address the overall implementation of the ITIL services in the
Chorus company. This is because solving the problem soonest possible is very important in order
to overcome the services downtime issues. The main aim is the overcoming of the problem facing
Chorus company. The company is aiming at implementation of the ITIL services in their
organization just because they are facing issues with the service delivery and other problem in
terms of cost management, client’s tickets and resources as well as the design process.

CHAPTER TWO
Literature Review
Introduction
The department of information technology are currently planning on how the
development as well as delivery of services is done by the use of the ITIL process model. The
research on the ITIL process model is really increasing in the recent times, some studies have
shown that the ITIL implementation in the Information technology department is really taking
shape. With reference to Aileen Cater and her colleagues in the southern Queensland University
who are ever contacting the survey annually at the conferences of itSMF in Australia are the
notable examples (Kanapathy & Khan, 2012). The introduction of the ITIL requires several
activities to be undertaken, this includes gathering information, finding and development of the
ITIL software as well as management of the ITIL project. The ITIL software tool is utilized in the
tracking, monitoring and logging handling using several processes, and also with inclusion of the
database for storage of information concerning the elements of the ITIL such as the assets,
capacities, configuration items as well as availabilities.
The ITIL software tools are regarded as module based since they are taken as the single
modular as per the process of the ITIL. The software have different categorization in 3 major
groupings including the Silver, gold and the bronze categories in accordance with the
compliance of the ITIL level. By the year, 2012, there was license of around 42 software tools for
ITIL (Eikebrokk & Iden, 2012). The companies currently are implementing there own ITIL
process software on basis of the open source software which is found over the internet. The very
first step is the investigation of the status of implementation of the ITIL process in the
information technology departs. The second step is the investigation on the extent to which the

software tools for the ITIL process are being applied with there status of development. Lastly, an
assessment is done in how the firms do evaluation the usability and the usefulness of the software
tool for ITIL process.
Overview of Information Technology Infrastructure Library – Global Standard for IT
Management of Service
The ITIL is a worldwide accepted system for IT Service Management (ITSM).
Information Technology Infrastructure Library is a lot of best rehearses for overseeing IT Service
Management and innovation conveyance process In late 1980, the United Kingdom Central
Computer and Telecommunications Agency (CCTA) created Information Technology
Infrastructure Library system to lower cost and proficient administration of IT service
conveyance (de Sousa & da Silva, 2010). There are similitudes among Information Technology
Infrastructure Library alias ITIL and the ISO 9000 measures for quality administration.
Information Technology Infrastructure Library gives an extensive, predictable and sound
arrangement of best practices and procedures for IT Service Management, elevating a quality
way to deal with accomplish business adequacy and productivity in the utilization of data
frameworks (Iden & Eikebrokk, 2011). ITIL is a set of records which contain forms, best
practices and direction on how associations can deal with the help and conveyance of IT services
to inside and outside clients. Because of associations expanding reliance on IT to maintain their
organizations and convey corporate objectives, Information Technology Infrastructure Library
system procedures developed as a key part of IT management of service. Information Technology
Infrastructure Library devlops service conveyance by tending to center issues, for example,

issues, occurrences, changes and solicitation the board. It has been acknowledged all inclusive as
set of best practices and rules, (Marrone & Kolbe, 2011).
Its diagram broad arrangement of the board methodology that help organizations to
accomplish both quality and incentive in IT tasks. ITIL is generally embraced and acknowledged
(Pedersen, Kræmmergaard, Lynge & Schou, 2010). Any association that receives Information
Technology Infrastructure Library can hope to accomplish an enormous scope of advantages. The
real advantages are diminished cost, viability and productivity of IT services. Different
advantages incorporate service customized to business needs with improved consumer loyalty
(Pereira & Da Silva, 2011). Until this point in time, Information Technology Infrastructure
Library is the main extensive, non-exclusive, freely accessible rules. It is bolstered by a complete
capability conspire, authorize preparing associations with execution and appraisal instruments. It
is a merchant or item autonomous system accessible openly in open area. Infrastructure Library
records are industry best practice direction. Being a system, ITIL depicts the forms of sorting out
IT Service Management in an association. The model demonstrate the objectives, general
exercises, sources of info and yields of the different procedures, which can be consolidated inside
IT association (Shang & Lin, 2010). Fry (2010) detailed proof that numerous associations are
additionally embracing different structures. In these associations, ITIL offer something that has
been missing to close the hole with other administration best practices, for example, COBIT.
ITIL empower associations to successfully oversee administration angles. IT administration is a
vital piece of big business administration, (Ahmad & Shamsudin, 2013). IT administration
comprises of association authority, association structure and procedures that guarantee
association's IT support and broaden association's system and destinations (Ahmad & Tarek,
2013). ITIL Service Strategy centers around how to change service the board into a key resource
(Lema, Calvo‐Manzano, Colomo‐Palacios & Arcilla, 2015). Service progress help to oversee and

control IT service changes executed in the workplace of an organization (Iden & Eikebrokk,
2015).
Information Technology Infrastructure Library and IT Services
Service is an adjustment in the state of an individual, or a decent having a place with
some monetary element, realized because of some other financial substance, with the
endorsement of the principal individual or monetary element in accordance to (Al Mourad &
Johari, 2014). From Information technology point of view, service is defined as a supplier
customer association that makes and catches esteem according to (Esteves & Alves, 2013). The
zone of service management activities has been set up as an administration field, length crosswise
over other administration orders like the Human Resource, advertising and tasks (Talla &
Valverde, 2013). From Information Technology service and the board viewpoint, a service is "a
methods for conveying an incentive to clients by encouraging results that the clients need in
order to accomplish without the responsibility for expenses and dangers" (Esteves & Alves,
2013). Value on the other hand is characterized regarding client's business results just as client's
observations, and the value incorporates utility "qualification for reason" and guarantee
"readiness for use" (Esteves & Alves, 2013). The IT Service Management (ITSM) characterizes
as work of various administration management structures to look for administration and
administration development. Business procedures are very vital resources when they make upper
hands and market separation. These procedures are complimented and upheld by various sort of
assets, for example, individuals, learning, applications and foundation (Esteves & Alves, 2013).
The cause of management service followed back to customary administration organizations, for
example, aircrafts, banks, lodgings and phone organizations. Its training has developed selection
as administration situated IT associations actualize this to oversee IT applications, foundation and
procedures. Answers for business issues and backing for plans of action, procedures and tasks are

expanding as administrations. The prevalence of shared administrations and redistributing has
added to the expansion in the quantity of associations who are specialist organizations, including
inside association units. This thusly has reinforced the act of management service, simultaneously
forcing more noteworthy difficulties on it (Parvizi, Oghbaei & Khayami, 2013). IT associations
are presently perceiving that benchmarks improve efficiency, business/IT cooperative energies
and cost investment funds. Arrangements executed on measures direct associations to accomplish
objectives with less level of hazard. Norms give capacity to quick coordinate new equipment and
programming into existing framework. One of the major ITIL bit of leeway is proficient and
compelling administration of IT administrations and framework with quality control. At the point
when the degree of value accomplished, organizations are increasingly sure to convey new
mission basic administrations.
Why Information Technology Infrastructure Library is Needed
IT service conveyance represented 70 to about 90% of absolute expense of IT possession
(Al Mourad & Hussain, 2015). Associations are currently recognizing a chance to utilize IT
service Management guidelines to improve aggressiveness. Weight is mounting on Chief
Information Officer for quickness of service conveyance (Iden & Eikebrokk, 2014). It has been
assessed that around 90% of United States organizations have at least one service Management
procedures actualized (Eikebrokk & Iden, 2017). IT service suppliers adapt to a test to improve
the nature of service by IT Service Management (ITSM) in exceptionally complex IT situations.
This weight requests solid joint effort from both outside and inward service suppliers (Mahy,
Ouzzif & Bouragba, 2016). Berrahal & Marghoubi (2016) proposed that there is a move in IT
center from specialized antiquities to client coordinated services. The mounting appropriation of

IT best practices is instigating with a necessity to deal with the superiority as well as
dependability of IT services (El Yamami, Ahriz, Mansouri, Qbadou & Illoussamen, 2017).
Productive administration of IT services has been situated as a basic factor to the achievement of
big business procedure. As the job of services keep on expanding in the worldwide economy,
viable IT Management changed into an upper hand for service suppliers. Various norms with
organized methodologies for conveying worth and overseeing hazard with administration
capacities have been created. The change from an innovation situated IT division to a customer
centered IT service supplier must be ensured by service arranged IT management (Cruz-Hinojosa
& Gutiérrez-de-Mesa, 2016). As per (Parvizi, Oghbaei & Khayami, 2013), an association IT
ability ought to be viewed as an indispensable device for making monetary incentive rather than a
business framework that makes business activities productive. Subsequently, a key issue for
service suppliers is to decide how innovation ought to be received which is worthy and attractive
to the clients and service associations (Parvizi, Oghbaei & Khayami, 2013).
Proficient and compelling procedures and educated representatives are the key
differentiators between high performing associations from normal or low performing associations
(Galup and Dattero, 2010). Models have verifiably advanced from the codification of existing
practices that had accomplished market strength (Iden & Eikebrokk, 2014). From innovation
activities to corporate methodologies, IT guidelines are essential in associations and IT is not any
more perceived as accumulation of equipment and programming yet situated as a service
supplier. Innovation capacities are demonstrated, executed and oversaw as services by means of
Management structures (Iden & Eikebrokk, 2015). This is the place IT Service Management
(ITSM) assumes a crucial job. Improving conveyance of IT services with organized procedures
has been an exploration theme more than the most recent couple of years (Iden & Eikebrokk,
2017). IT Service Management (ITIL) is about proficiently and adequately utilizing and utilizing

individuals, procedures, items and accomplices (Iden & Eikebrokk, 2011). ITIL helps
associations in keeping pace with business needs while giving ensured level of service at
upgraded and anticipated expense (Fry, 2010). Data innovation service management is an
efficient procedure arranged methodology for overseeing IT frameworks to convey quality IT
services. ITIL spin around characterizing, overseeing, and conveying IT services with key
arrangement to help business objectives and client needs. Its idea service the board developed
from heightening intricacy of IT frameworks and the developing development of IT Management
(Fry, 2010).
IT service Management models empower associations to diminish cost and administration
dangers and encourage smooth association change the board. ITSM accomplish this service
quality and cost proficiency by utilizing in various systems, for this examination we are
contemplating ITIL (Information Technology Infrastructure Library) which is a gathering of best
practices and rules to accomplish IT service Management. IT service the board models, for
example, ITIL are presently critical to associations around the world. These measures give
direction and instruments to powerful administration and control of IT service conveyance
(Pereira & Da Silva, 2011). The significant advantages of actualizing ITIL are diminished costs,
IT services lined up with business needs, a higher nature of conveyance and upgraded consumer
loyalty (Pereira & Da Silva, 2011).
Fry (2010) expressed run of the mill benefits an association can pick up by executing any
ITIL Service Management system are
• Clear ID of job and duties in start to finish service conveyance cycle
• Clearly assign IT expenses to the clients of the services – Developed responsibility

• Deliver improved access to IT items and services
• Allow access to exact constant information empowers increasingly compelling
administration basic leadership
• Allow IT representatives to deal with their remaining tasks at hand all the more
adequately
• Allow the IT capacity to show its worth
• Enforce best practice through systemized controls
• Greater innovation proficiency and quality IT service conveyance
• Develop consistence and exhibit corporate administration and perceivability of business
forms
• Improvement of Service Management rehearses in the structure phase of the Service
Lifecycle.
• Increase accessibility and profitability or operational proficiency and support the
proficient utilization of assets
• Reduce the impacts of business affecting occasions
• Service conveyance adjusted towards business, clients and client necessities.
Eikebrokk & Iden (2012) characterize service Management is a lot of particular
authoritative capacities for offering some incentive to clients as services, IT Service Management
is worried about the conveyance and backing of IT services that are suitable to the business
necessities of an association. The capacities appear as capacities and procedures for overseeing
services over a lifecycle, with specializations in system, plan, change, activity, and ceaseless

improvement. The abilities speak to a service association's ability, competency, and certainty for
activity. The demonstration of changing assets into profitable services is the center of service the
board. Without these capacities, a service association is simply a heap of assets that has
moderately no incentive for clients (Kanapathy & Khan, 2012).
ITIL Adoption and Progress of Implementation
Kanapathy & Khan (2012) set up that numerous open and private segment associations in
New Zealand have received ITIL and are gaining generous ground in executing the system. Huge
associations, particularly with enormous IT workforce are driving the usage. Because ITIL is set
of best practices and guidelines, the system suggests no models for the arrangement of usage
process. By inciting such versatility, its usage is changed to a vital administration space. Factors,
for example, association size, IT association size and other hierarchical elements which began to
assume significant job in ITIL usage. This examination is tied in with surveying these
components and their impact in ITIL execution. As indicated by the study led by itSMF Asia , v2
for ITIL is the most normally received structure in Asia (54%), trailed by ISO/IEC 20000 (25%).
Undertakings at present in advancement are basically executing either ISO 20000 or v3 for ITIL.
In reference to Pereira & Da Silva (2011) announced that senior administration responsibility and
adequate ITIL financing were the most basic ITIL execution achievement factors in New Zealand
associations. Compelling change in the management , presence of an ITSM champion, group
responsibility, tolerable allotment and arrangement of ITIL preparing to IT staff were
distinguished as different achievement factors (Pereira & Da Silva,2011). As per Fry (2010),
there is a reasonable pattern developing in the IT business to embrace best rehearse system ITIL.
ITIL selection is expanding in New Zealand, North America and different nations (Ahmad &
Tarek, 2013). Esteves & Alves (2013) detailed that associations are getting significant advantages
from ITIL usage as ITIL empowered them to respond in a quick way to tended to business needs.

IT Service Management Forum (itSMF) has distributed the insights on what sort of sparing an
association can anticipate from ITIL usage (Al Mourad & Johari, 2013)

CHAPTER THREE
Methodology
Introduction.
According to the article written by Al Mourad & Hussain (2014) about the initial state of
the methodology, methodology describes the steps under which the tasks are involved in much
greater details. The order at which the task is supposed to be done, the nature or the task itself,
the documents which are given out at each and every stage as well as the documents which are
needed to be used as the input at each and every stage is well elaborated in the methodology
stage. The methodology also gives the plan for the production of the project in depth, as this is
done by breaking down the process of project development into much smaller tasks or modules
with exact specification being given to the way the project is supposed to be done. The
interdependencies between the small tasks are also established. With the methodology, planning,
tracking, scheduling and monitoring of the project progress becomes very easy and attainable.
WaterFall SDLC Approach
The project was developed by using the SDLC approach whereby within this approach,
there exists four major phases which includes Project planning, analysis, design and finally
project implementation (Al Mourad & Hussain, 2014).
In the SDLC, there exists a number of models which are part of the SDLC approach but
for the sake of this capstone project, waterfall model was used in order to achieve the set
objectives. The reason as to why waterfall model was chosen its because this particular method
has a number of attractive features as stated below;

The model defines the deliverables clearly at the very end of each and every stage which
enable the client to be in a position of making decision on the continuity of the project.
The problems which are to be solved are isolated at their early stage.
The changes for the requirements are minimized as the project is being developed.
The requirements of the capstone project are identified long before the project developed
commences.
The model has an incremental commitment of resources as the client is not required to
make a full commitment of the resources at the beginning of the project.
The methodology also allows one to finish the predecessor task first before moving on
successor activity which helps one to manage the time efficiently because one can't go for another
until the last one finished which managed the time accurately.
The model also helps me keep going throughout the later stages which needs more
focused.
Waterfall methodology also help me achieved the objective of my project as we
mentioned all the stages of ITIL implementation in previous WBS and waterfall help one to
follow the WBS and achieved the deliverable on time.
The waterfall development model will ensure the proper representation of distinct stages
of the project in which predecessor must be finish before successor can begin. For example, all
the requirements must be discussed before with the client before it proceed for the following
stage.

Waterfall methodology also ensures that no two activities can overlap which is great
benefit for organization to understand the requirements easily.
Another reason for choosing that waterfall was its quite easy to measure the progress of
the project. Waterfall approach is usually gives great benefit to big companies like chorus.
Iterative waterfall methodology breaks down the ITIL implementation project into phases
whereby a set of tasks are carried out during each and every phase; for example during the
analysis stage, the functions at Chorus Company were captures systematically.
Feasibility
This is the very first stage in the waterfall model whereby the team of expert visited the
chorus company to learn on there exact problem so that to develop a basis of the implementation.
This is a very important stage as it helps in gathering necessary information regarding the
company and how the problem they are facing is, its intensity and how far the problem has gone.
Requirement Analysis
In this stage, the requirement for the implementation of the ITIL service at Chorus
Company was gathered. Data collected from the feasibility stage is then analyzed and all
unnecessary information is removed. This stage involved an in-depth study and research on the
need of Chorus. The overall structure on the problem facing Chorus company was defined.
Project Design
At this stage, the analyzed data is then taken for problem solving stage where the
sequence, method, algorithm and techniques of solving that specific problem is designed. This
design is what is implanted at the very end of the project as the expert only follows what has been
designed.

Implementation
In this particular stage, the project was then put into actually implementation. This is
where the requirement and the design of the project which will have to solve the problems which
faces Chorus company was actualized to make sure that indeed the objective of the project has
been achieved.
Project Testing and Validation
The project implemented is then tested at this very stage. This is done in order to proof
that indeed what was designed and implemented is solving the problem which was being faced at
chorus company as from the data collected during the feasibility study. Validation happens when
the comparison is made between the different stage of waterfall development whereby the project
implemented is taken to the team of experts who compare the initial requirement, what was
designed and the implemented project if they are similar and executes the very same problem.
Maintenance.
Maintenance is not evitable in ITIL implementation. As discussed in the introduction of
the capstone project, the ITIL system will in future be hosted in the cloud computing platform in
the next version which will be released. Therefore, for this to happen, then maintenance is
required. There are also other reasons as to why change is needed in the system, maybe there is
unexpected value input into the system which has caused unending error or delays or even system
collapse. These changes in the system probably and most likely an affect the normal operation of
the system.

Project Analysis
Methods of Collecting Data
Data collection is the technique of gathering information about the topic being researched.
In this case data collection was done at chorus company, which is the company which needs the
implementation of the ITIL services to solve their problems. In gathering information necessary
for the ITIL service implementation, team of experts visited the Company premises to collect
data. There are different methods which are to be used for data collection, we therefore employed
the below methods.
Observation
This was done by observing their operations at their premises using their current system
in order to establish the exact source of problem as depicted in the statement of the problem. By
observing the operation, the team focused on the following areas;
How safe is the customer information?
The satisfaction rate of the customer and if not, why exactly are the customers
complaining.
How is network connectivity in the company?
Ticket or Incident requests and the time taken to send them.
General service delivery of the current system.

Interviewing
Several high two ranks officers in the company were interviewed in order to get their
response regarding the performance of the current system. This interview was done face to face
whereby some Questions where being posed to them. Below are the questions;
What are the Critical Success Factors for a successful ITSM implementation at chorus
company?
What are the problems facing by using the current system?
Filling in Questionnaires
Questionnaire was given to 3 staff members of the chorus company were given the
questionnaire which they were supposed to fill as another way of collecting information about
ITIL implementation in the company as well as there views about the current system and the ITIL
implementation. The questionnaire was open and the set of questions are in the appendix;
The questionnaire were filled and collected in order to get their response in the current
system and the implementation of the ITIL service system. The response from the interview were
also collected as well as the observation findings.

CHAPTER FOUR
Results / Data Presentation
Introduction
This particular chapter discusses the findings which were found after the collection of raw
data from the previous chapter. This is the presentation of the sorted data from the raw data
which as collected at Chorus Company using different methods used for data collection.
Data Presentation
After data collection, different response were given from the respondent and other raw
data were taken from the observation method which was done at chorus company. From the
observation which was done at the premises, the following were the findings;
It was noted that some customer’s data were not safe as the current system does not have
that ultimate security feature which is able to protect the information of the customer. The most
critical information of the customer like the pin and the password as well as the content of
customer data are not encrypted therefore they are prone to interference as well as compromising.
This is not in order for a company which has to be entrusted with the information of the client.
It was also observed that the customers is taking to long for there cases to be resolved
when the ticket has been raised or incident. This creates more complains from the customer. The
general service delivery of the company is below the minimum due to the fact that the current
system which is being used is more lesser like the manual system. Processing of the customer
requests, incidents and tickets is very hard using the current system necessitating them to use the
manual way which is time wasting hence struggling to meet the demand of there large customer
range.

The company currently uses copper fiber optics for internet connectivity. This network
connection is currently being done by two companies which were contacted for that particular
work. It is also observed that the network issues are among the things that are giving the
company another hard time in delivering the services are needed.
From the observation, we followed the minimum time the company takes to resolve the
client ticket, its seen that the company takes more than 3 hours to resolve a single ticket of the
client. In a single day, more than 1000 tickets are raised by the client. This cannot be done by the
staff who are currently employed by the company hence the minimum time that the client ticket
can be resolved is coming to more than 5 days. This is the most frustrating part since some other
tickets which could be raised automatically by the system are being done manually and urgent
tickets are not being resolved on time hence the core reason as to why clients are every
complaining about the time wastage as well as poor services delivered by the company.
The general delivery of services by the current system is not to the per as compared to the
level at which the chorus company is currently at. This overall delays and lack of proper
information technology management services are the major cause of the poor service delivery at
the company.
Information was also collected from the interview which was done with the two top
ranking officers at the organization. The following are the findings which were found at the end
of the discussion.
There are so much positives of the ITIL implementation to Chorus company as compared
to the negligible negatives. ITIL is very much important in terms of service delivery for and
company which deal with information technology, and chorus being one of the
telecommunication company here in New Zealand, first it will automate almost everything in our

company. A good example is the ticketing system, think of this, currently the clients are
complaining because the system is very slow and tedious, and the process is almost manual, what
will happen If the ITIL is implemented here? one and very important, you will see an automated
ticket and incident services since we have things which can happily be responded to by the
system itself with no need of the company staff intervention. In chorus company, there are so
many issues to do with security of data of the client. Most of the client data are prone to alteration
and even theft if we aren’t keen with quick implementation of the ITIL services in our premises
since we are a growing company and as we are growing faster, then the need to protect customer
data is very much crucial and important at the same time. So , it’s important to have its
implementation to chorus.
ITIL is especially significant as far as service conveyance for and organization which
manage data innovation, and tune being one of the media transmission organization here in New
Zealand, first it will robotize nearly everything in our organization. A genuine model is the
ticketing framework, think about this, right now the customers are griping in light of the fact that
the framework is exceptionally moderate and repetitive, and the procedure is practically manual,
what will occur If the ITIL is actualized here? one and significant, you will see a mechanized
ticket and occurrence services since we have things which can cheerfully be reacted to by the
framework itself with no need of the organization staff intercession. In chorale organization, there
are such a significant number of issues to do with security of information of the customer. A
large portion of the customer information are inclined to modification and even burglary in the
event that we aren't sharp with snappy execution of the ITIL services in our premises since we
are a developing organization and as we are developing quicker, at that point the need to secure
client information is especially critical and significant simultaneously.

The very last data was collected in questionnaire which was given to the 3 interested staff
of the company as the answers provided were as follows;
ITIL and its processes should be implemented on the company information management
service in order to increase the delivery of services at the company as well as increasing the
satisfaction of the client which is always our main focus. Implementation of the Information
Technology Infrastructure Library is very much important in companies like chorus which
currently needs it the most since the service management system will help the company in
improvement of its delivery of services in general. Data Technology Infrastructure Library and its
procedures ought to be executed on the organization data the executives service so as to expand
the conveyance of services at the organization just as expanding the fulfillment of the customer
which is forever our primary core interest.
Definitely the ITIL implementation at chorus will be the best and it will surely solve the
services. This is because the services which are supposed to be solved are revolving around the
application of the ITIL in business and information technology. Its clear that what is needed to
solve the service delivery issue at chorus company is only the Information Technology
Infrastructure Library since is the worldly known for the ITSM knowledge. Plainly what is
expected to tackle the service conveyance issue at chorale organization is just the Information
Technology Infrastructure Library since is the common known for the ITSM learning.
ITIL came in to curb the challenges which were being faced by the current system and
older systems. There is no company currently with has every complained of the challenges which
the Information Technology Infrastructure Library has cause them. There are just positive
impacts to the company, though there is nothing that misses its negative side, but the negatives of
Information Technology Infrastructure Library is negligible if they exist,

The customer data is partially safe since the security system of the current system is not
that sophisticated to protect the data and confidential information of the such huge number of
customers we are having. The current system doesn’t have the encryption capability where the
data and information of the user is encrypted end to end hence the main reason as to why the
system data is able to be compromised by an attacker of even a soft hacker is able to check in and
steal customer data which is very much critical for this case. Confidential information of the
customer is not at all safe with the current system since the security system of the current system
is not that sophisticated to protect the data and confidential information of the such huge number
of customers we are having. The current system doesn’t have the encryption capability where the
data and information of the user is encrypted end to end hence the main reason as to why the
system data is able to be compromised by an attacker of even a soft hacker is able to check in and
steal customer data which is very much critical for this case.
Tickets are taking too much time to be resolved since the process is very slow hence it
becomes nearly impossible to serve all the tickets at a proper time limit hence customer gets
frustrated hence the key reason as to why they go back dissatisfied. This is not at all our aim as a
company and hence implementation of ITIL will help in management services to the company.
The time take to resolve customer incidents is very long and abnormal so to say hence it
becomes nearly impossible to serve all the tickets at a proper time limit hence customer gets
frustrated hence the key reason as to why they go back dissatisfied. Tickets are setting aside an
excess of effort to be settled since the procedure is moderate subsequently it turns out to be
almost difficult to serve every one of the tickets at an appropriate time limit henceforth client gets
baffled consequently the key reason about why they return disappointed. This isn't at all our point

as an organization and subsequently usage of ITIL will help in the board services to the
organization.
The above therefore are the findings which was found from the data collected and this is
what was sued for analysis in the next chapter. From the interview as well as the questionnaire
and the observation the findings conform to our previous statement of the problem and its nature.
ITIL implementation process
ITILis the structure that clarifies how you can give IT administration the executives to
the association. Planning for ITIL resembles getting ready for some other undertaking
usage.
The pre-essentials: To start with, arrangement for ITIL requires the board
responsibility. Aside from duty, the administration likewise needs to effectively take
part in the undertaking. Consequently, an able task pioneer is a relevant viewpoint.
Further, you need to recognize process proprietors for the various procedures that
must be executed during planning for ITIL.
Working through the execution: Preparation for ITIL usage must incorporate
procedure breakdowns that must be recorded through flowcharts, dashboards, etc.
These are basic to monitor the stage accomplishments to ITIL usage. A point by point
documentation of the procedure ought to be done before the ITIL readiness and
execution.
Appropriation of task the board standards: If you embrace the undertaking the board
idea while getting ready for ITIL, your usage will be driven by venture the executives

standards (which mean characterizing goals and following courses of events). In such
manner, the center group must be distinguished while chalking out the different
periods of ITIL arrangement and usage. The stages must be set apart against the
course of events.
Preparing: The center group goes about as the establishment for getting ready for
ITIL. Thus, the colleagues need to go in for preparing and affirmation. Particular
preparing for explicit modules, bosses and master preparing is accessible at this point.
Concerning accreditations, the accessible ones incorporate the establishment
authentication and expert's testament. While a few people need to go in for all these,
the remainder of the association requires in any event ITIL mindfulness preparing,
which can be composed inside by the center group.
Interface: In getting ready for an ITIL usage, the association needs to convey
instruments, for example, observing apparatuses and locking devices on the interface
front. For this reason, readymade items are accessible in the market. These
apparatuses are explicitly intended for IT administration the board, and set out the
progression of any procedure according to the system. Be that as it may, these devices
are to be conveyed simply after the procedures are set up, to guarantee reconciliation
of the frameworks. Complete procedure re-designing will be required during your
arrangement for ITIL usage.
Dealing with the client network: Motivation is key for progress, and rewards, (for
example, motivators) are a decent method to rouse individuals during the arrangement

for an ITIL execution. Plus, vocation openings ought to likewise be given in a
legitimate way. Individuals have a key job as far as utilizing and tolerating the new
frameworks.
That separated, the association needs to guarantee frameworks, procedures, and
innovation, all of which have a major task to carry out. The execution requires
learning the board and the executives data. This can be accomplished by guaranteeing
process, the board, innovation and individuals.
Backing for your clients: as far as help for planning and usage of ITIL, you can set up
a helpdesk or administration work area application. So the single purpose of contact
for your client network will be the helpdesk. Clients will convey their issues and
according to the characterized responsibility, the concerned individuals ought to
guarantee that the issue is dealt with. Individuals be dealing with the administration
work area will likewise require certain abilities like business learning. They should be
prepared if not guaranteed. With respect to relationship building abilities, they ought
to likewise have delicate aptitudes with regards to readiness and appropriate usage of
ITIL.
Surveying advantages of ITIL execution: While getting ready for ITIL, it must be
remembered that a few advantages will be seen quicker than others—these can be
either substantial or immaterial. A portion of the unmistakable advantages incorporate
improved accessibility, security and unwavering quality of basic IT administrations.
These will be trailed by perceivable improvement in asset use and administration

quality. Cost will likewise lessen in the long haul. Added to all these is the bit of
leeway that these are organized procedures that require no revamp.
Main driver investigation will guarantee that rehashed issues are managed, and costs
will descend. The greatest advantage of readiness and execution of ITIL is that since
every one of the procedures are incorporated and checked, they will cause a general
impact on representative confidence, which will help change its picture.

Discussion
From the results obtained and shown in the previous chapter it is clear that
implementation of the ITIL will surely solve the problems which are being faced by the current
system hence it will be much easier to achieve the set objectives.
From the findings by the questionnaire which was filled by 3 staff members of Chorus
Company, it is seen that indeed the security of the current system is not stable and therefore
customer data can be compromised and tempered with. This means, customer data in general is
not safe and it becomes easier for the data of the customer to be used for other illegal uses. Data
encryption is very much important in any organization which deals with capturing and storage of
the personal information of the company. Keeping personal data at this stake is very much
dangerous that it needs urgent intervention with more sophisticated ITIL implementation
ServiceNow software which will help in securing the whole data and information of the
customer.
The customer ticket, incident and queries are not settled on time since the ticket requests
are very slow. Customers take a lot of time to have their tickets settled, in such a company where
it has several branches in New Zealand and other, it’s very frustrating to have more customers
who are not satisfactory with the service which is being delivered at their disposal therefore
satisfaction for customer decreases the return rate as well as the trust of the customers. Customers
are the core factor and the whole company depends on the customer for its growth. Taking such
amount of time is very much frustrating in a sense that the customer might find an alternative
telecommunication company to service which can deliver the services in accordance with the
need. Will has to necessitate the implementation of a different information management service

which will help in managing the service of the company. Some of the tickets which are to be
handled automatically are being handled manually hence wasting a lot of time.
From the interview which was carried out between the top ranking officers of the
company, they both accepted that the company cannot grow without the implementation of the
ITIL service which will be used in the management of the services at chorus. Poor service
delivery is caused by the current system as responded by the officers during the interview,
therefore implementation of the ITIL is very much critical and also much needed in order to
achieve the objectives as a company.
The problems which are facing Chorus telecommunication company are revolving around
management services issues only. As compared to the main objective of the project which was
implementation of the Information Technology Infrastructure Library services at Chorus
Company, it is clear that the objective of the project is achieved when the implementation of the
ITIL services is done. This is because the ITIL services solves the management and security
issues of organizations, the current problem which is facing chorus company is also management
issues which can only be solved with the introduction of the ITIL service implementation at the
company.

CHAPTER FIVE
Conclusion
Information technology Infrastructure Library is considered to be the best in solving the
problem in accordance with the findings. With the implementation of the ITIL services together
with its processes, it is therefore possible for the company to bury the problems which has been
taking advantage of them. ITIL service implementation is needed in order to achieve as a
company. The problems of unsecure data which might cost the company in terms of customer
trust can be solved by the ITIL services. All the management issues in the company are also
bound to be solved using the system. This problem includes the management issues which has
been a problem at the chorus company, a lot of time taken and delay settling customer requests,
tickets and incidents, as well as the automation of the ticketing/incident services are solved by the
use of ITIL services and its processes.
One of the major advantage of the implementation of the ITIL services is that, the process
will help in the management services in the company hence increasing the company quality of
service which is being delivered by the company. It also improves the security nature of the
system hence customer data is protected from intrusion and theft. The problems which are facing
Chorus telecommunication company are revolving around management services issues only. As
compared to the main objective of the project which was implementation of the Information
Technology Infrastructure Library services at Chorus Company, it is clear that the objective of
the project is achieved when the implementation of the ITIL services is done. This is because the
ITIL services solves the management and security issues of organizations, the current problem
which is facing chorus company is also management issues which can only be solved with the
introduction of the ITIL service implementation at the company.

The limitation of the ITIL service and its processes is that the service which is being
offered by the system is only limited to management services and not any other services. Chorus
being a wide company which needs several department automated and managed, then this wont
happen as the ITIL is only limited to managing service only. All the management issues in the
company are also bound to be solved using the system.
It is therefore recommended that ITIL service be implemented at chorus
telecommunication company in order to solve the problems which are currently being faced by
the company.

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Appendices
ITIL Implementation Questionnaire for Data Collection
Instruction: please give your response in accordance to your own understanding only
How would you like the ITIL service system be implemented at Chorus company?
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Will the ITIL system be able to solve the problem faced by Chorus company? How?
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Are there any common themes of challenges that can be identified across various
organizations using ITIL services?
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How safe is the customer data using the current system?
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Why are customers dissatisfied with your services especially when it comes to service
requests?
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Service Strategy
Service Design stage

Service transition

Service Operation

Continual Service Improvement