Management of IT Services - ITIL Processes and Verification for Improvement

Management of IT services

Contents
1. Introduction......................................................................................................................................2
2. Section 1..........................................................................................................................................2
ITIL Processes and Verification for improvement..............................................................................2
Selected ITIL processes and Key Performance Indicators..................................................................3
3. Section 2..........................................................................................................................................7
Analysis of the current status of the organization................................................................................7
Requirement of ITIL service Lifecycle...............................................................................................8
Execution ITIL best practices............................................................................................................10
Examples of Execution of the Service Life cycle..............................................................................11
4. Section 3........................................................................................................................................13
Analysis of Process Improvement = Service Improvement...............................................................13
Challenge...........................................................................................................................................13
Arguments..........................................................................................................................................14
5. Recommendation...........................................................................................................................15
6. Conclusion.....................................................................................................................................15
7. References......................................................................................................................................16
8. Appendix A:...................................................................................................................................18

1. Introduction
Zurich is the insurance company which has a strong network in different subsidiaries location
such as Asia pacific, North America, Latin America, and others. The Zurich is a big
organization which has a working staff of 60,000 employees and having customer association
with 170 countries. The major operations of the company are carried out in Germany,
Switzerland, Spain, UK, Russia, and others. The Zurich business operations are performed on
the common platform for enabling quality of services to customers, decision support for
centre of excellence, direct branding of sales, and other. The organization is looking forward
to transform their working tactics with the inclusion of support services, inclusion of the
helpdesk, and outsourcing of the IT services. ITIL services of the organization should be
boosted and optimize IT services delivery model. The enterprise makes use of Pink Elephant
evaluation report for finding the improvement and scope transformation plan to analyse the
working of the service improvement planned processes. In this paper we are looking forward
to implement ITIL processes and verification of the associated processes, selection of the
processes and management of the key performance indicators, analysis of the current
situation of the firm, requirement of the improvement processes, and others.
2. Section 1
ITIL Processes and Verification for improvement
Outsourcing Planned activities and change management: The outsourcing of the planned
activities to the third party for completing the task with efficiency (Meziani and Saleh, 2010).
The processes can be verified by checking its efficiency by deploying to the third party to
analyse its capabilities in the real world. The process can be verified as demand is raised by
the head of service management. The innovation in providing financial services through the
effective communication platform of e-business helps in improving the profitability of the
Zurich enterprise. The head of service management wants to deploy the processes to the third
party for checking the efficiency in the real world. The viewpoint of the maturity process can
be analysed by deploying ITIL best practices. The changes are required in the ITIL process
according to the gaps in the analysis report of Pink elephant analysis.
Problem Management and availability: The problem management can be analysed by
initializing the capability maturity model. The Pink scan analyst deploys the capability

maturity model for preparing the report of problems and challenges in the working process of
the Zurich enterprise. The availability of the information can be measured with the
deployment of capability maturity model for balancing the flow of information between
customers and organization (Sharifi, Ayat, Ibrahim, and Sahibuddin, 2014). The capability
maturity model focuses on initialization of the problem, awareness of the problematic
situation and challenges in the processes, controlling the process structure, integration of the
processes, and optimization of the ITIL processes.
Service level Assessment and configuration Management: The configuration management
can be effectively managed by signing the service level agreement. The Pink elephant analyst
arranges an interview with the personnel for analysing the requirement of the configuration
management plan. The service outlooks help in understanding the organization culture for
initializing the required changes in the ITIL process.
Selected ITIL processes and Key Performance Indicators
The productivity of the working employees can be increased by deploying the key
performance indicator for analysing the actual performance in the service continuity program,
change management, availability of financial services, and configuration management.
Process 1: Outsourcing Planned activities and change management:
The ITIL process is the best practice to use for managing the information technology service
management program for taking appropriate decision in providing activities for completing
the tasks and required activities. The ITILI process helps in bridging the gap which exist in
the management of resources among the participating unit for completing their tasks. The
delivery of the services and product can be effectively done with the outsourcing of processes
to the third party. The inclusion of the ITSM processes helps in managing the changes
required in the organization according to the inclusion of outsourcing programs. The service
catalogue should be provided to the customers for building trust and confidence in the
working efficiency of the enterprise. The following table shows the key performance
indicators which are deployed for analysing the changes in the ITIL process for initializing
the required change management for increasing the efficiency of the Zurich insurance
company.
Key Performance Indicators in the change Description