ITSM IT Service Management | Report

Running head: ITSM IT SERVICE MANAGEMENT
ITSM IT Service Management
Name of the Student
Name of the University
Author Note

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Table of Contents
Introduction:...............................................................................................................................2
Organization analysis and Identification of the Organization Issues:........................................2
Service Catalogue:.....................................................................................................................4
Comparison Between ITIL and DevOps:...................................................................................5
Conclusion:................................................................................................................................6
Bibliography:..............................................................................................................................7

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Introduction:
In the current scenario, the Pennine Railway is a proposed rebranded railway service
that is going to be launched in the Great Britain by the ABLG organization. The Pennine
Railway will be formed by merging of three different organizations which are the LanRail,
YorkRail and Sheffield Transport. Previously all of these organizations were providing the
railway transport facility for different locations. All of these three organizations were facing
some financial issues and in that situation all of the three organizations were sold to the
ABLG organization. Now, ABLG wants to merge all of these three organization and wants to
establish a single organization which is the Pennine Railway. Here, the ABLG has started
merging of functional departments of all these organizations so that more efficiency and
consistency can be achieved. In this case the merging has been initiated by the ABLG by
restructuring of the existing resources and staffs. Regarding this, in this report provision of
the new IT department will be planned and for that analysis of the current scenario will be
done.
Organization analysis and Identification of the Organization Issues:
In the current aspect all of the three organization works in their own specific way. The
first organization in this case is the LanRail which was formed by merging of several of rail
service providers from different regions. The LanRail was using a specific type of
information team which was required to respond to requests from a wide geographical area.
The main data centre site of the LanRail is in Manchester. The major sites that is currently
hold by the LanRail are their Manchester head office and Newton Heath depot which is also
located in the Manchester. With that LanRail is also having different medium sites. Also,
different types of telecommunication links are currently used by the LanRail. All the links of
the LanRail goes through the Newton Heath depot from the datacentre to the head office.

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The second organization that is also the part of this merging process is the YorkRail.
The YorkRail is also an old organization that is providing rail services for a long time. The
information system is used by the YorkRail is also quite same as the LanRail. The
information service of the YorkRail required to respond to all types of requests from various
of geographical area. The datacentre used by the YorkRail is located at the York. The major
site this is under the YorkRail are the York Station and the head office which is located on-
site. Also, several of medium and small sites are operated by the YorkRail. Also, the
YorkRail uses similar type of telecommunication links with the LanRail for the business
purpose and configuration of this telecommunication links is also the same.
The third organization that is also going to be merged in this context is the Sheffield
Transport. The Sheffield Transport is comparatively small from both YorkRail and the
LanRail. The Sheffield Transport only covers some few stations within only the Sheffield
area. This organization does not have their own IT service team and the are dependent on the
outsource services. As of now, all the outsourcing for the Sheffield Transport has been
cancelled it will not be renewed in future. Here, the data servers used by the Sheffield
Transport was also outsourced. The major sources that is used by the Sheffield Transport is
the Sheffield station and the office which are at the same location. Also, comparatively the
medium and the small sites of the Sheffield Transport is relatively less.
Now considering the Pennine Railway, there are several of issues in this case and
these are occurring due to this merging process. All of these issues need to be addressed to
achieve a successful merging all of the three organization. In this aspect one of the main
issues that can occur in this is regarding the staffing process. Restructuring the existing IT
teams is going to be a complex process for the Pennine Railway. In the old organizations the
respective IT team worked in very different way. So, adapting the current working process
might be difficult for those IT teams and it can create issue regarding providing high quality

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service delivery. Also, the systems used by the organizations were very old. Therefore, it is
important to upgrade the current network connection. In this case, compatibility related issues
can occur as the new system needs to integrated with some specific old systems. Also, for the
Pennine Railway it is important to migrate the software systems to the Sheffield office and
station that will be used by rest of the organization. Technical issues can also occur in this
context.
Service Catalogue:
The service catalogue is an important aspect of the business which plays an important
role regarding the interaction that can be transactional without any type of human interaction.
The service catalogue is important for the efficient and high performing interactions. The
service catalogue demonstrates the main services which is offered by the organization. The
service catalogue is like something menu card where the users can input their choices for
streamlining their work. Considering the current scenario of Pennine Railway, a specific type
of service catalogue is required for the current merging process. In this case, the service
catalogue will be developed for employees who will be working for the migration process
and the main components of the service catalogue are discussed below.
 Request Something: It is one important catalogue through which the employees will
be able to request any type of requirement.
 IT’s Broken: This catalogue is another important aspect as through this, users will be
able report anything that is not working.
 Project Info: The next catalogue will be the project info which will provide
information regarding progress of the project.
 HR Service: The HR service is another important catalogue which will be used
initiate any type of HR actions.

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 Software: Software category will be also included in this service catalogue through
which important command can be passed through the general operating software
system in the organization.
Comparison Between ITIL and DevOps:
For delivering the above-mentioned services there are two different ways that can be
leveraged. First one is the ITIL and second is the DevOps. Here, comparison between these
two is done.
ITIL DevOps
Through the ITIL end to end service
management can be achieved.
It is a specific culture that is formed through
collaboration among developers which helps
regarding faster production.
The ITIL is important for the data
governance and for the regulatory
compliance.
In the aspect of DevOps, the data
governance is important for ensuring
continuous delivery.
The main operational risk for the ITIL is
any type of threat or vulnerability within the
system.
The main operational risk with the DevOps
is failing to define the DevOps.
Alignment of the IT with the business is
done through the ITIL.
DevOps mainly used for performing
customer centric operations.
The ITIL helps to structure the
organizations using various of functions.
Continuous improvement is the main factor
achieved through the DevOps
implementation.

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Conclusion:
From the above discussion it can be concluded that proper merging of all the three
organization is required to form the Pennine Railway. In this report, this case of the Pennine
Railway has been discussed properly. In this aspect, first a brief analysis of the organization
has been done. From this analysis the main issues related with the current formation of the
Pennine Railway has been identified. Following that discussion part, in the next section the
service catalogue for the formation of Pennine Railway has been discussed. From the service
catalogue important services which are required in this context has been identified. In the
further section of this report, a brief comparison has been done of both ITIL and the DevOps.
In this case, the comparison has been done between these two from various of different
perspective.

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