Implementation of IT Service Management in Telstra Corporation Limited

Running head: IT SERVICE MANAGEMENT
IT SERVICE MANAGEMENT
Name of student
Name of university
Author’s note:

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IT SERVICE MANAGEMENT
Table of Contents
Introduction....................................................................................................................2
Discussion......................................................................................................................2
Telstra ITSM project......................................................................................................3
Service strategy..........................................................................................................3
Early stages of the company......................................................................................4
Breakthroughs after challenges..................................................................................5
Implementation of the various stages of the ITIL service lifecycle...........................6
Realisation of the benefits..........................................................................................9
Conclusion....................................................................................................................10
References....................................................................................................................12

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IT SERVICE MANAGEMENT
Introduction
This report aims to discuss the implementation of the IT service management in the
Telstra Corporation Limited. The various steps involved in the implementation of the ITSM
is briefly described in this report. A brief discussion of the chosen organisation has been
described in this report. The challenges faced by the organisation while implementing the
ITSM in the organisation has been briefly stated in this report. Lastly, this report concludes
with an appropriate conclusion for the report.
The company implemented the centralised IT service management model that is based
on the ITIL framework. In the past years, the confluence of the circumstances has helped in
the driving of the IT functions to be increasingly service oriented for allowing the better
alignment with the objectives of the business of the organisation (Suhairi & Gaol, 2013). The
ITSM model presents the paradigm shift for the IT functions as it helps in the deemphasising
of the management of the IT assets and it majorly focuses on provision of the quality end-to-
end services (Palilingan & Batmetan, 2018).
Discussion
Telstra is the organisation that is known as the Telstra Corporation Limited and it is
the largest telecommunication company situated in Australia who builds and operates the
telecommunication networks and also markets the voice, internet access, mobile, pay
television and the other products and the services. In the early days of the organisation, there
was no automation and the centralisation of various services in the organisation. The
company has faced significant challenges since the 1990s from the company Optus and
numerous smaller providers ("Telstra - Present - Our company", 2019). The company once
retained the ownership of the fixed line telephone network, and since the upgrade to National
Broadband Network, the government of Australia is presently owning the legal ownership of

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IT SERVICE MANAGEMENT
the lines. The company Telstra has been significant in the upgrade of the supplying resources
to government on this new network.
ITSM denotes to all the activities that are directed by the policies, structured and
organised in the processes and the supporting procedures, which are executed by any
organisation for designing, planning, delivering, operating, and the controlling of the
information technology services that are offered to the customers (Lema et al., 2015).
Differing from the IT management tactics that are increasingly technology oriented such as
IT system management and the network management, the IT service management has been
characterised by the adoption of the processes method towards the management, by focussing
on the requirements of the customers and the IT services for the customers instead of the IT
systems and then stressing on the continual improvement (Ahmad & Shamsudin, 2013). As
the discipline, ITSM has the ties and the mutual interests with the other IT and the common
approaches of management such as the quality management, software engineering,
information security management (Parvizi, Oghbaei & Khayami, 2013). Subsequently, the
frameworks of the IT Service management has been influenced by the other standards and
then adopted several concepts from these (Krisanthi, Sukarsa & Bayupati, 2014).
Telstra ITSM project
Service strategy
Among the major initiatives that have come into the existence, the foremost and the
major approach is the Transformation program that has the broad aim of the movement of the
company to the new service oriented structure of the organisation and the new mode of the
operation in the terms of the both governance and the capabilities of the IT service delivery
(Ahmad et al., 2013). For ensuring the gaining of the long terms profits from this
transformation program would be at the reduced risk, the company instigated the numerous