Management of IT Services - PDF

Running head: MANAGEMENT OF IT SERVICES
Management of IT Services
(Zurich)
Name of the student:
Name of the university:
Author Note

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MANAGEMENT OF IT SERVICES
Executive summary
In this study an elaborate analysis is made on different types of ITIL processes on the case of Zurich.
Next, various KPIs are demonstrated for its successful implementation at the organization. This ITIL
service lifecycle has been undertaking various necessities and executing those things according to
the most effective ITIL practices. Next a comparative research is done on the service improvements
and process developments. Lastly, the main understandings from the overall study have been
summarized along with proper recommendations.

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Table of Contents
1. Introduction:......................................................................................................................................3
2. Analyzing the management of IT services at Zurich:........................................................................4
2.1. Discussion of service improvements, ITIL processes and KPIs:...............................................4
2.2. Discussion on an execution of service life-cycles of Zurich:...................................................12
2.3. Comparative discussion on service improvement and process improvement:.........................16
3. Conclusion:......................................................................................................................................19
4. Recommendations:..........................................................................................................................20
5. References:......................................................................................................................................22

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1. Introduction:
Zurich has been regarded as a popular insurance group. It has been operating on globally
basis across the global network of offices and subsidiaries across Latin America, Asia Pacific, North
Americ ofa and many other places. The ITIL or Information Technology Infrastructure Library is a
widely accepted approach for IT service management around the world. It has been helping
organizations anda people using IT to understand growth, transformation and business change. The
technology has been developed by “UK Cabinet Office” and has turned out to be the effective
standard in IT Service Management Service. It has helped organizations around various industries
offering services in a cost-effective and quality-driven way. It best practices are been effectively
explained under the five core guiding publications. It has been outlining various fundamentals of the
principles focusing on different sectors under service management discipline. Further, they have
been also underpinning foundations of IEC/ISO 2000 (Bailey 2015). This is the International Service
Management Standard as per as organizational compliance and certification has been considered.
This has been dynamic and evolving over time reflecting changes in the way in which IT
organizations has been working. Ththe is has incorporated various service management ideas and
evolving understanding of various abilities needed for delivering the values.
In the case of Zurich the new CoE at Barcelona, has needed to get the speed very fast.
Howean ver, it has been clear that after a couple of years of fast growth has resulted in a fragmented
service delivery model. Further, there has been a plan for transferring various supporting processes.
It has included helpdesks for IT outsourcing partnering CSC has been on horizon. Here, the COE has
been maintaining the position as valued business enabler and managing primary outsourcing
transition very effectively. Further, it has required developing the ITIL processes to top maturity
levels. It has been helpful to optimize performance of processes and then boost the performance of
IT delivery. Thus, before concentrating on the planned, developed project, CoE of Zurich has

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changed to lead ITIL specialists and service managements along with analyzing the present status of
the current IT service management processes. Besides, the CoE has planned to utilize the findings of
Pink Elephants for informing the scope and direction of the internal service transformation and
improvement plans. In the current case study, consultants from Zurich have contributed to analyzing
ITIL service developments at the business. The following report is intended to be developed for the
CIO of Zurich (Studies and Study, 2018).
The following report has demonstrated various ITIL processes and KPIs regarding successful
implementation at Zurich. The ITIL service lifecycle has been undertaking that requirements and
typically executing that as per best ITIL practices. Then the study has discussed a comparative study
on process improvements and service improvements. Next the primary understandings are
summarized here and further recommendations for Zurich’s service improvements have been
presented at last.
2. Analyzing the management of IT services at Zurich:
2.1. Discussion of service improvements, ITIL processes and KPIs:
The given case study has analyzed the process maturity analysis for service improvements at
Zurich. Determining proper KPIs has been deciding what has been regarded as the successful project
execution. As it is established it has been possible to measure and determined particular indicators.
In this way the controller and the process owners of Zurich has been the position assess quality
(Ranzatti et al. 2017). This forms the ground-stone for the fine-tuning and optimization of Zurich’s
process designs. Selecting proper ITIL KPIs has been depending on various possibilities to measure
the indicators. Thus different KPIs and various measurement processes has been a vital output for
the system necessities. The proper findings of KPIs have been differing a lot. This has been
depending on the Zurich’s naturean of business (Karan 2017). However, there have been various

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kinds of typical KPIs that can be used for analyzing ITIL procedures. The following ITIL KPIs are
determined that has been complying with ITIL 2011 recommendations.
ITIL processes Definition Key Performance
Indicators
Discussion
ITIL KPIs Capacity
Management
First of all this
includes business
capacity management.
Here the objective is
to translate various
business necessities
for IT infrastructures
and services. This has
been helpful to assure
the future capacities
and performances.
Service capacity
management:
This is intended to
predict, control and
manage capacity and
performances of
various operational
services. It has
included initiating of
reactive and proactive
Incidents because of
capacity storages
Various amounts of
incidents have been
happening due to
improper component
and service capacity.
Exactness of the
capacity forecast
This indicates the
derivation various
predicted
development of the
capacity from actual
course.
Capacity adjustments This has included
adjustments in
component and
service capabilities
because of change in
demands.
Different unplanned
adjustments of
This has included
various adjustments to