INFORATION TECHNOLOGY INFRASTRUCTURE LIBRARY Name of Student Name of University Author's Note

Running head: INFORATION TECHNOLOGY INFRASTRUCTURE LIBRARY
INFORATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Name of Student
Name of University
Author’s Note

1INFORATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Table of Contents
Answer 1........................................................................................................................2
Answer 2........................................................................................................................3
Answer 3........................................................................................................................4
Answer 4........................................................................................................................6
Answer 5........................................................................................................................9
Answer 6......................................................................................................................11
Answer 7......................................................................................................................12
Answer 8......................................................................................................................16
References....................................................................................................................18

2INFORATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Answer 1
The scenario provided in the assignment has been accessed and it is been found that
the organization aims in implementing ITIL into their business strategies. Implementation of
ITIL would require the organization to set certain objectives considering the outcomes or
results expected by the organization. Various objectives that are of utmost importance to the
organization includes the organization’s major objective are as follows
 Increase their Return on Investment (ROI) from the IT services: This
objective would help the organization for the purpose of taking batter financial
decisions and compare its profitability. This would also help the organization
in comparing its efficiency of the investments that would be made by the
organization (Wheelen, Hunger & Hoffman, 2017). The business value that
would be brought about with this objective is that it would help the
organization to improve its return as compared to the investment; the
improved return to investment would as a result increase the entire revenue of
the organization.
 Improvement in delivery of IT services: The organization aims in improving
their delivery of IT services, the organization manages a huge mass of people
almost every day (Stacey, 2016). Hence they need to recruit various
professionals for numerous purposes, data of every personnel needs to save in
the database or server of the organization along with the details of the work
they perform and have performed, and these details need to be stored securely.
These activities require the organization to maintain and have access of 100
applications and around 30 servers, in order to do this effectively; they have
decided to implement ITIL into their strategies (Morecroft, 2015). The

3INFORATION TECHNOLOGY INFRASTRUCTURE LIBRARY
improvement in their IT services would help the employees belonging to the
organization in maintaining data saved in their servers, it would also provide
the organization a business value of accessing the data easily whenever
required.
 Increase in customer engagement: this can be considered as one of the major
objectives of the organization, as it deals with various themed parks and
provide various services to people. There are various departments under the
Great Themed Park Company (GTPC) which deals with customers in real and
are liable for answering to their queries. Hence the organization is responsible
for keeping up to the expectations of their customers (Bustamante, Fuertes &
Diaz, 2017). This objective would provide the organization a business value of
attracting target customers and gain their loyalty.
 Improving customer satisfaction: increasing customer satisfaction is one of
the major objectives of the organization. The engagement of customers has
improved their satisfaction as well. The customer satisfaction has helped them
in detecting the target customers and increases their loyalty. The
implementation various technologies into their business operations have
helped them in concentrating more on attracting customers as well as taking
initiatives to increase their level of satisfaction. This objective provides the
organization with a value of increasing the number of loyal customers by
providing them with quality services.
Answer 2
The organization would require implementation of IT service management business
objectives. ITSM would help the organization in building structure around lifecycle of the IT

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services from the creation to management. Some Information Technology Service
Management operational objectives that are identified are as follows
 Maintaining the discipline at service desk: this is the main ITSM objective
that has been identified from the analysis of the organization. The service
desk is viewed as a Single Pont of Contract that helps in streamlining
communication within the business unit or organization (Noe, Hollenbeck &
Gerhart, 2017). The service desk present in the organization acts as a hub for
customers and users to contact the properly trained staff in order to manage
various issues in a specific coordinated and organized manner. This objective
concentrates in the strategic objective of customer engagement and
satisfaction (Jennings & Stadler, 2015). The proper performing of service
desk functions would help the organization in maintaining a good relation
with their customers.
 Monitoring the processes: monitoring various processes that are performed
under the organization is one of the major objectives; capturing metrics for
the key performance indicators is also included as an important objective.
Both of these objectives concentrate in improving the services provided to the
customers. The previous objective is dependent on this objective to some
extent (Eikebrokk & Iden, 2017). The first objective aims in relationship with
customers and this particular objective aims in improving the services
provided by the enterprise. This operational objective would address the
strategic objectives by helping the organization in meeting their business
goals.
 Usage of technologies: The ITSM operational objectives that have been
indentified from the case study of GTPC theme parks is that the resources or

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technologies that have been adopted by the organization would be used to the
fullest in order to meet their strategic goals. This specific objective would
help the organization to meet its strategic goal of return on investment
(Yamami and Ahriz, Mansouri, 2017). Utilizing the IT resources in an
effective manner such as software, servers, hardware and many more aims in
gaining more than the organization had actually invested in buying, getting
access to or registering to the resources.
 Providing efficient customer support: providing effective customer support
is one of the most important operational objectives of the organization. This
relates with the strategic objective of increasing customer satisfaction. This
objective has helped the organization in recruiting employees with proper
knowledge regarding their business operations and helps them in assisting
customers regarding their queries.
Answer 3
The current state of the organization and the operational and strategic needs have been
analyzed and four failure factors which might present threats or risks to the GTPC business in
case ITIL is not implemented includes
a. The present condition of the organization depicts that it faces numerous
problems in utilization of its resources, the improper utilization of resources
might impose a threat on the organization on the return on investment, the cost
incurred or invested by the organization in getting access to various resources
would be wasted because the entire lot of resources would not be utilized
effectively (Mahy, Ouzzif & Bouragba, 2016). The pressure on
maintainability, availability and reliability is very high in case of the