Service Management Management Research Report 2022
Added on 2022-10-07
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Running head: IT SERVICE MANAGEMENT
IT SERVICE MANAGEMENT
Name of the Student
Name of the University
Author Note
IT SERVICE MANAGEMENT
Name of the Student
Name of the University
Author Note
IT SERVICE MANAGEMENT1
Introduction:
In this particular research report the operational services and challenges with possible
solutions of a leading Information technology private company in New Zealand named as
Datacom Systems have been discussed in details. Datacom operates by ITIL structure that
benefits the company by helping to run the processes efficiently and to maintain a good
customer satisfaction.
The specific objectives of the company is to provide its customer best service in terms of
availability, functionality, security and capacity and the ITIL infrastructure ensures that all
the above is provided to the customers by utilizing most of company resources and thus
reducing the labour cost effectively. The ITIL infrastructure also provides training to existing
and new employees in Datacom Systems in which interactive sessions about service level
management and operation services of the company is introduced in detail so that the trainees
can understand the processes of organization and then apply their knowledge to solve critical
situations.
Task 1:
Datacom provides reliable, innovative and best standard IT solutions to its customer that has
many services. The services are namely data centres management, management of systems,
cloud services of Datacom, printing services and solution to business information system.
Now, the above services are provided to elite and reliable quality by Datacom with primary
two processes. Datacom applies its service operations by two obvious processes which are
incident management and problem management. Incident management is process by which
company restore its normal operation in as small time as possible by minimizing the adverse
effect of incidents upon business operations. Hence, the company ensures that the best quality
service is maintained with the customers. Here, normal operation means that the service
operation is within the service level agreement limits. Incident is first noticed by the
organization and is very much visible to the higher authority of organization. Incident
management has the advantage that by applying this procedure first, other areas of concern
are also identified. Now, Datacom has a clear structure of well-defined ITIL-aligned
framework which can handle operational support and project services simultaneously for the
customers (Almeida, Percheiro, Pardo & da Silva, 2018). Hence, any type of incident
happening in the process will be identified by Datacom at an early stage and will be managed
by the company to resume normal service operation. Now, another service operation method
Introduction:
In this particular research report the operational services and challenges with possible
solutions of a leading Information technology private company in New Zealand named as
Datacom Systems have been discussed in details. Datacom operates by ITIL structure that
benefits the company by helping to run the processes efficiently and to maintain a good
customer satisfaction.
The specific objectives of the company is to provide its customer best service in terms of
availability, functionality, security and capacity and the ITIL infrastructure ensures that all
the above is provided to the customers by utilizing most of company resources and thus
reducing the labour cost effectively. The ITIL infrastructure also provides training to existing
and new employees in Datacom Systems in which interactive sessions about service level
management and operation services of the company is introduced in detail so that the trainees
can understand the processes of organization and then apply their knowledge to solve critical
situations.
Task 1:
Datacom provides reliable, innovative and best standard IT solutions to its customer that has
many services. The services are namely data centres management, management of systems,
cloud services of Datacom, printing services and solution to business information system.
Now, the above services are provided to elite and reliable quality by Datacom with primary
two processes. Datacom applies its service operations by two obvious processes which are
incident management and problem management. Incident management is process by which
company restore its normal operation in as small time as possible by minimizing the adverse
effect of incidents upon business operations. Hence, the company ensures that the best quality
service is maintained with the customers. Here, normal operation means that the service
operation is within the service level agreement limits. Incident is first noticed by the
organization and is very much visible to the higher authority of organization. Incident
management has the advantage that by applying this procedure first, other areas of concern
are also identified. Now, Datacom has a clear structure of well-defined ITIL-aligned
framework which can handle operational support and project services simultaneously for the
customers (Almeida, Percheiro, Pardo & da Silva, 2018). Hence, any type of incident
happening in the process will be identified by Datacom at an early stage and will be managed
by the company to resume normal service operation. Now, another service operation method
IT SERVICE MANAGEMENT2
applied by Datacom is the problem management process by which the company stops or halts
the incidents happening in consecutive stages and thus it gives benefits to individual and the
overall availability to the user is increased. Through problem management the adverse effect
of problems in business has been increased which are caused by errors in the IT infrastructure
and thus incidents happening consecutively for the errors in the overall business process are
prevented. In problem management the activities with problems are diagnosed to find the root
causes of problems and correct resolution of the solution is obtained through decision
making. Additionally, it is also ensured that the proposed resolution of the solution is
implemented by correct controlled procedure.
Task 2:
The four tools of service operation used by Datacom Company are service desk, technical
management, applications management and IT operations management. Datacom Company
works with their customers for building a virtuous strategy circle, design, transition and
continuous improvement with them. Thus the staffs of the company are always available in
their corresponding service desk during official hours and provide solutions to customer
queries and problems efficiently within very short amount of time. Service desk staffs also
calls their customers frequently, asking them about their needs and maintain good
relationship with their customers. Additionally, customers are often asked to review the
provided services and feedback from the customers about which service or segment needs
improvement are noted down by the service desk staffs.
The technical management of Datacom is the technical team comprises of mainly developers
and debuggers who manages the overall IT infrastructure. The main purpose of technical
management is to provide the technical skills and the resources that are needed to support or
help the ongoing operations of the infrastructure of the company. The technical management
also provides the actual resources which are needed in the entire lifecycle of the IT service
management ensuring all the resources of the company are effectively utilized. This also
takes into account that all the resources are deployed in proper places to design, build,
operate, transit and then to improve the given technology for delivering and supporting the IT
services.
Datacom also uses application management for managing application for their entire
lifecycle. With support and maintenance of the operational application the application
management plays very important role for design, testing and application improvement
applied by Datacom is the problem management process by which the company stops or halts
the incidents happening in consecutive stages and thus it gives benefits to individual and the
overall availability to the user is increased. Through problem management the adverse effect
of problems in business has been increased which are caused by errors in the IT infrastructure
and thus incidents happening consecutively for the errors in the overall business process are
prevented. In problem management the activities with problems are diagnosed to find the root
causes of problems and correct resolution of the solution is obtained through decision
making. Additionally, it is also ensured that the proposed resolution of the solution is
implemented by correct controlled procedure.
Task 2:
The four tools of service operation used by Datacom Company are service desk, technical
management, applications management and IT operations management. Datacom Company
works with their customers for building a virtuous strategy circle, design, transition and
continuous improvement with them. Thus the staffs of the company are always available in
their corresponding service desk during official hours and provide solutions to customer
queries and problems efficiently within very short amount of time. Service desk staffs also
calls their customers frequently, asking them about their needs and maintain good
relationship with their customers. Additionally, customers are often asked to review the
provided services and feedback from the customers about which service or segment needs
improvement are noted down by the service desk staffs.
The technical management of Datacom is the technical team comprises of mainly developers
and debuggers who manages the overall IT infrastructure. The main purpose of technical
management is to provide the technical skills and the resources that are needed to support or
help the ongoing operations of the infrastructure of the company. The technical management
also provides the actual resources which are needed in the entire lifecycle of the IT service
management ensuring all the resources of the company are effectively utilized. This also
takes into account that all the resources are deployed in proper places to design, build,
operate, transit and then to improve the given technology for delivering and supporting the IT
services.
Datacom also uses application management for managing application for their entire
lifecycle. With support and maintenance of the operational application the application
management plays very important role for design, testing and application improvement
End of preview
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