Service Management and Support Management

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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