Service Management and Support Management

This report discusses service management in IT and its implementation in the case study of XYZZY software ltd. It provides recommendations for improving customer service, agile project implementation, working prototype development, and daily progress points.

Service Management
and Support
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
1. Recommendation with justifications.......................................................................................1
2. Agile project for implementation............................................................................................2
3. provide working prototype for proposed system development...............................................3
4. Daily progress point................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
The service management in IT is all about to implementation and management of quality
IT services that assist to meet the need of a business. In the same way current report is based
upon the case study of XYZZY who are trading from 8 years which is based upon the
proprietary contact management system. It also provide more than 500 installations at global
level and the owner is actually develop a software for the client and name as a Smart Base. So
the report will provide recommendation with a justified manner that helps to present a proposal
that is based upon the Board of directors of XYZZY software ltd. Further, report create a agile
project for a implementation of management system and then describe the product design,
develop and evaluate the prototype. Lastly, it provide daily progress points that analyze the
project performance
1. Recommendation with justifications
As XYZZY software ltd faces range issue with regards to customer services and
maintenance of company's bespoken development streams. That is why, it is recommended to
the firm to present the new software development as a new application for the company whose
main target is to keep updating to clients so that they get frequent answers and also get benefits
from the customers. On the other side, company faces a high issue with regards to customer
service especially following significant Microsoft release and updates that helps to deluge the
development team with a customer support calls (Kientopf and et.al., 2017). That is why, it is
recommended that in order to reduce the software defects on new version of Smart Base,
company may use 6 sigma method that assist to raise the quality offerings.
Moreover, it is also recommended to the firm that they may use continuous operations,
service and support improvement process that assist to minimize the operational services within
a firm. Using this methods company easily improve the existing business process that help to
attain the high results. Along with this, XYZZY software ltd also uses continuous operations
automation in its firm that save time and respond to the customer immediately (Syed, 2019).
Under this method, company have to focus on continuous delivery, integration and deployment
and continuous deployment that assist to meet the define aim of a firm.
Apart from this, it is also recommended to the firm that they may use Lean efficiency as
an improvement process that assist to determine the waste area and through process map, it can
be improved easily (Kans and Ingwald, 2016). Therefore, it is an outgoing process of loop that
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actually improve the business and its performance. This method is actually based upon the five
principles i.e. value, value streams, flow, pull and perfection that combinely help to meet the
define aim and objectives.
Apart from this, XYZZY software ltd may also use some effective customer service
techniques that is actually used in order to determine the overall need and wants of customer.
Such that company may develop some standards that will assist to provide best customer service
such that make sure that it support calls and it must be recorded and sorting within 2 to 4
working hours (Weinert, 2017). On the other side, manager of the company should also make
sure that they sort out around 80 to 85% the calls within 8 working hours. In this way, they
provide effective customer services to their customers. Though the company needed lot of fund
and for that it has to manage the entire work.
2. Agile project for implementation
The current project is develop by using Agile project methodology and for that it is quite
necessary to implement the same within a business. The key stages through which XYZZY
easily implement the plan is as mention below:
 Vision: A quoted firm develop new software application so that it will help to meet the
define loopholes i.e. customer service.
 Strategy: In this stage, project manager develop a strategy through which they easily
meet the vision and objectives which in turn assist to define the targets (Eikebrokk and
Iden, 2017).
 Communicate: in the next stage, there is a need to communicate entire plan to the
stakeholders so that they will easily determine the motive of developing any new project.
 Review: Under this, company have to review the entire strategy and make sure that all
the planning is effectively communicate with the stakeholder so that they start implement
the project plan into next stage (Corno, De Russis and Sáenz, 2020).
 Tracking: in this stage, project manager track the results that will assist to determine the
key areas of development and also, project manager then develop strategies to minimize
the issues.
On the other side, it is analyzed that this management system is assist to generate the
revenue and that is why, there is a need to test it. Thus, the testing tools are define a that product
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which support one or more activities from planning, requirement, test execution and test
analysis. In the same way, before implementing any software, it is quite necessary to test the tool
and for the current situation, XYZZY Software Ltd uses HPE Unified Functional Testing which
actually offers the testing automation for the functional and regression testing for the software
applications (Huber And et.al., 2020). Moreover, this tool is based upon different features such
that Unique Smart Object recognition that helps to determine the accuracy and performance of a
tool in a company. Also, this tool is also used Visual basic Scripting Edition Scripting language
that is used by the tool that operates various object and also control the testing application.
Delivery: In order to make delivery at time, it is quite essential for the project manager
to manage the delivery risk because it may leads to cause a project failure. Also, while using this
approach entire team remain focused and this in turn assist to minimize the issues as well (Díaz
and et.al., 2020). Also, in order to deliver the project on time, it is quite essential for the project
manager to use effective communication and collaboration techniques so that it will assist to
clearly communicate the project to all the members. They may also use frequent messaging
system and also get feedback in the same manner
Also, project manager should provide user acceptance testing to each sprint so that any
of them may use and run the new software with easiness.
3. provide working prototype for proposed system development
For product, it is essential for the XYZZY Software Ltd that they may design a product
by suing a software development lifecycle which is consist of 7 phases that is planning,
requirement, design, development, testing, deployment and maintenance (Gochhait and et.al.,
2020). Through this method, the company will explain the way to develop and maintain or
replace the specific software system.
Planning: for this, XYZZY software Ltd also develop new software and for that they
actually make a planning such that cost, scheduling and its maintenance Therefore, in this
situation, they actually perform the work in order to attain the define aim I.e. to enhance the
customer service.
Requirement: It is the second stage of the IT software development plan in which the
software development is introduce but before that the IT team actually gather all the requirement
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from the stakeholders as well as subject matters experts. So the output of this phase also require
Agile which produce a backlog of task that is used to perform the work.
Design: During this stage, when the requirement are understood then the designing will
be easy and application will be easily establish. During this stage, TOGAF chart is used that will
help to designing the chart. In this proper chart and diagram is used to design proper software
development.
Testing: This is the stage where quality of the software is tested by the organization.
Generally organization used to test the software which is made in the company. In this stage
organization will be using the code quality and unit testing as the testing method to test the
quality of the software.
Deployment: It is the stage where after testing the software and taking variety of the
feedback on the product of the company. Company used to implement the different feedback
and develop the best software. This is the phase which is highly automated phase in the
organization.
Maintenance: It is the phase where software is continuously monitored by the
organization to check different bug of the software. After that organization used to take the
different decision to remove different bug found in the software. It is continues process in the
organization.
For designing, XYZZY software ltd, it is quite essential for the company to define the
software solutions that helps to provide effective designing of the product. Therefore, the main
component using for a designing is Software requirement analysis i.e. SRA which is another part
of the list of specifications that are used for software engineering (Bordel and et.al., 2020).
Moreover, in this era, software designing is the best practice that helps to create modular
component which help to meet the define aim and objectives in better manner.
In addition to this, in order to develop as well as evaluate the working prototype of a new
software development, the quoted firm needs to testing the prototype which allow the designer
to assess the validity of a design. Moreover, through prototype, a company will easily create a
easily version of a product which further help to visualize and materialize the ideas. Not only
this the method also allow the designer of software development to test ideas and also get
feedback quickly without facing any issues (Akgün, 2020). So to evaluate the working model,
company also also use Figma which Is a best prototyping tool that helps to design application in
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effective manner. Even using this method, company quickly sharing feedback and also switch
between design and prototype modes as well. Therefore, this tool is actually assist to rising
through ranks and also getting an attention of many web designers teams that assist to get
frequent results which XYZZY software ltd may also get. So, in this manner, company may
easily run the software development easily and get the effective results as well.
4. Daily progress point
Daily progress point are the different point on the basis of which different progress of the
organization will be measure. To evaluate the daily progress of the business there are certain
point which are being set up by the organization, on the basis of the same performance of the
business will be evaluated in the organization.
Reduce the software detect on new version of smart base: In this organization will be
checking the different bug in the application of the organization and on the basis of finding out
the bug organization will be overcoming the same. This will help the company in improving the
customer satisfaction, at the same time it would enhance the cost of the company in long run.
Supports call triaged and recorded: Organization will be recording all the support call
and with the help of the same organization will able to check the quality of the different support
call, at the same time it may impact the efficiency of the business, as it will get difficult for the
company to record all the call and check quality of same (Weinert, 2017).
Call resolvation: Company will check amount of the call which are being resolved in the
organization in a day. Company will make sure that they are resolving more than 80 percent of
the call in a day. This will help the company in improving the level of customer satisfaction in
the organization, at the same time it will ask the organization to hire more number of the
employee in the organization, as to resolver that number of the call will require good amount of
the resolver in the organization.
Ensure that High priority of incident are resolved first: Organization will make sure
that they used to resolve the high priority of the call early in the organization. They have to
make sure that 100 percent of high priority call in the organization are solved. This will
eventually help the company in synchronizing the work properly in the organization, but at the
same time will increase the work load of the company in the market.
All development streams are controlled and optimized: Organization will be looking
to bring variety of different controlling tool in the organization, this will eventually help the
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company in setting different target related to different activity of the organization and on the
basis of the same will comparing the actual performance of the organization in the market (Syed,
2019). This will help the company in having better idea of the situation but will increase the cost
of the company in the market.
Compilation with different security standard and regulation in the market:
Organization will make sure that different activity of the organization is compiling with the
security standard and regulation on daily basis. This will help the company in building good
name of the company in the market. At the same time this may impact the efficiency of the
business in long run.
CONCLUSION
By summing up above report it has been concluded that in order to implement new
software development, company face issue i.e. customer service and that is why, it is
recommended to use six sigma, lean efficiency improvement technique. Also, report concluded
that by complying with five stage of agile plan, project manager of XYZZY Software Ltd may
easily implement the new product within a firm and for testing, they use HPE Unified
Functional Testing tool. Further, report concluded that by setting up key performance standards,
a firm will easily manage the work and determine the daily progress schedule as well.
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REFERENCES
Books and Journals
Akgün, A. E., 2020. Team wisdom in software development projects and its impact on project
performance. International Journal of Information Management. 50. pp.228-243.
Bordel, B. and et.al., 2020. Service management in virtualization-based architectures for 5G
systems with network slicing. Integrated Computer-Aided Engineering, (Preprint), pp.1-
23.
Corno, F., De Russis, L. and Sáenz, J. P., 2020. How is Open Source Software Development
Different in Popular IoT Projects?. IEEE Access., 8. pp.28337-28348.
Díaz, S. and et.al., 2020. Summary for policymakers of the global assessment report on
biodiversity and ecosystem services of the Intergovernmental Science-Policy Platform on
Biodiversity and Ecosystem Services.
Eikebrokk, T. R. and Iden, J., 2017. Strategising IT service management through ITIL
implementation: model and empirical test. Total Quality Management & Business
Excellence.28(3-4). pp.238-265.
Gochhait, S. and et.al., 2020. Cloud Enhances Agile Software Development. In Cloud
Computing Applications and Techniques for E-Commerce (pp. 28-49). IGI Global.
Huber, T.L. and et.al., 2020. The use of prototypes to bridge knowledge boundaries in agile
software development. Information systems journal.30(2). pp.270-294.
Kans, M. and Ingwald, A., 2016. Business model development towards service management 4.0.
In Conference on Product-Service Systems across Life Cycle, Bergamo, ITALY, JUN 20-
21, 2016 (Vol. 47, pp. 489-494). Elsevier.
Kientopf, K. and et.al., 2017, October. Service management platform to support service
migrations for IoT smart city applications. In 2017 IEEE 28th Annual International
Symposium on Personal, Indoor, and Mobile Radio Communications (PIMRC) (pp. 1-5).
IEEE.
Syed, M., 2019. Use of Image processing technology for reporting: BIM Model comparison with
Daily progress in Construction.
Weinert, C., 2017. Giving doctors’ daily progress notes to hospitalized patients and families to
improve patient experience. American Journal of Medical Quality. 32(1).pp.58-65.
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