FIT3136 IT Governance & Strategy For Business
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Monash Universtiy
IT GOVERNANCE AND STRATEGY FOR BUSINESS (FIT3136)
Added on 2020-02-23
FIT3136 IT Governance & Strategy For Business
Monash Universtiy
IT GOVERNANCE AND STRATEGY FOR BUSINESS (FIT3136)
Added on 2020-02-23
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Running head: ITIL IMPLEMENTATION ITIL ImplementationName of the StudentName of the UniversityAuthor Note
1 ITIL IMPLEMENTATIONTable of ContentsIntroduction..........................................................................................................................21. Task 1...............................................................................................................................22. Task 2...............................................................................................................................52.1. JPMorgan Chase.......................................................................................................52.2. Victorian State revenue office in Australia..............................................................73. Task 3...............................................................................................................................84. Task 4...............................................................................................................................9Conclusion.........................................................................................................................10References..........................................................................................................................12
2 ITIL IMPLEMENTATIONIntroduction Information technology Infrastructure Library or ITIL is a process of Information Servicemanagement that aims at aligning Information Technology Services with the needs of thebusiness. ITIL explains the processes, procedures and tasks that an organization can apply forestablishing the integration with the organization’s strategy and maintaining different levels ofcompetency. It further helps in establishing a baseline for organizations for planning,implementing and measuring certain tasks. Different organizations are implementing Informationtechnology Infrastructure library in order to deliver better services and support to its customers(Ahmad and Shamsudin 2013). Implementation of ITIL requires certain criteria and preparation,which includes adoption of ITIL principal on a long-term basis. Furthermore, a clear servicestructure is needed to be developed before the implementation of ITIL. Apart from these, properdefinition of interface and establishing a proper process control is necessary for successfulimplementation of ITIL in an organization. The report elaborates ten critical success factors ofITIL implementation. It further discusses the details of the organization that have successfullyimplemented ITIL and their critical success factor. 1. Task 1Critical success factor is a process or specifically a management term for the elementsnecessarily considered by an organization or a project to achieve its target or mission. Thecritical success factors defines the key areas that are needed to be performed properly in order toachieve the objective of Information Technology Infrastructure (Ahmad et al. 2013). The tencritical success factor for successful implementation ITIL in organizations are listed below-
3 ITIL IMPLEMENTATION 1) Project Management- One of the significant critical success factor of ITILimplementation is proper project management. This is essential because success of any projectlargely depends on the proper execution of the project. Therefore, a dedicated ITIL projectmanager is needed to be appointed who will be responsible for achieving the project objectiveand should be given full authority to take project take project related decisions. However, theperson who would be appointed as the project manager should possess strong projectmanagement skills. The project manager appointed would directly report to the IT director of theorganization and would have a complete authority to facilitate communication process with thetop management (Kerzner 2013). 2) Business case: A reasonable business case is needed to be constructed and the financialimpact of the ITIL implementation is needed to be identified. Moreover the risks associated withthe system is to be identified in order to reduce the total cost of ownership by a considerablepercentage. 3) Staged Approach: The project manager is responsible for project planning and dividingthe whole project into different phases. A staged approach would define a steady project progressrather than risk interruption of business processes. This ensures a smooth project progress. Thecapacity management of the ITIL to be implemented can be considered as a primary phase of thisproject implementation. Furthermore, the staged approach can help in demonstrating theimproving performance of the system and improving the existing system. 4) Roles and responsibilities- Clearly defining the roles and responsibilities of thedifferent team member in execution of ITIL is another critical success factor of this project. Thisprovides a wider benefit as everyone knows their specific duties they are needed to perform and
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