Analyzing Computer Information System Report for CIS 5 Module

This report analyzes a computer information system, focusing on the service operation lifecycle and ITIL processes. The report uses the BoilServ case study to illustrate key concepts, including service desk metrics, violations of service management principles, and the impact of managerial decisions on service value. It identifies relevant ITIL processes that were ignored and discusses the consequences. The report also examines the importance of effective communication and a service management focus within an organization. Finally, it provides a personal example of an IT service incident and the actions taken to resolve it, using a broadband service degradation as an example. The report emphasizes the significance of proper service management in ensuring efficient IT service delivery and customer satisfaction.

Running Head: COMPUTER INFORMATION SYSTEM
COMPUTER INFORMATION SYSTEM
Name of the Student
Name of the University
Author Note

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Question 1:
What are the principal objectives of the service operation lifecycle stage? Use an example from
the scenario to illustrate your answer.
The principal objective of service operation lifecycle is that it works with the objective of
delivering IT services efficiently and effectively. The stages included in the service operation
lifecycle are full filling the user requests, fixing the problems faced, resolving service failures. The
main principles are internal IT view and external business view, proactive and reactive, stability and
responsiveness and service cost and service quality (Beloglazov et al. 2015). Service operation
includes providing a service desk that will help them in satisfying the needs of the customer. There
are four types of desk: central service desk, central service desk, local or distributed service desk, and
virtual desk. For example: the case study chosen is BoilServ.
Metrics are often used to monitor the performance of a function such as a service desk. Suggest
three metrics that could be used in order to monitor the service desk described in the scenario.
What kinds of issue need to be considered when collecting and interpreting metrics?
The three metrics that will be useful for the given case study are infrastructure stability, change
success rate and cost per ticket. This will help in providing better measures for monitoring the service
desk. While working with the metrics the information that are needed to be kept in mind are related to
the infrastructure stability, the privacy policy developed by the company and measures that are taken
by the organization to improve the efficiency (Ciesielska 2017). The reports based on the service
issues faced by the engineers working in the organization will be helpful for developing the metrics.
In the BoilServ case study, what is the overriding service management principle that has been
violated? Give an example of how this principle has been violated.
Several policies were implemented with the aim of increasing data security and manager
decides that customers data can be accessed only by the headquarter network. Apart from these
security protocols are being designed on demand of the manager so that maximum security can be

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provided. The principle that has been violated by the engineers of the organization is that they are
accessing and installing uncertified software on their mobiles that are likely to pose security threats.
When challenged about having overlooked several service management principles, the manager
responds that service management is not relevant, as Boilserv’s customers do not use the IT
services, and the engineers are only employees. With the aid of examples from the case study,
describe the likely impact of the changes imposed by the manager on the value of the services
the engineers provide to their customers. What does this imply?
BoilServ Company aims at serving commercial boilers. As the engineers of the company had
the access to the customer’s data and contact details through the website of the company their lies a
chance of data getting leaked or misused. Thus it becomes necessary increase security related to the
data so that the data protection regulation can be maintained. In order to maintain the confidentiality
the chief information officer has proposed a plan that will help in gaining better access controls for
this data. Even the chief officer has assigned a manager for developing security protocols that will
protect every data related to the customer. The manager included a change that allows the access of
customers details only from companies headquarter. Apart from this, the manager has included
standard virtual private network that will give access to the engineer’s device. However, the VPN
drops their connection each time the engineer’s machine gets suspended and the connection needs to
be reestablished. This is time consuming and also requires password verification (Drake and Ring
2016). Moreover in case the engineer loses or damages their VPN code generator device it becomes
difficult to get the device back as the engineer needs to visit the BoilServer’s headquarters. This
process is lengthy and time consuming. Apart from this, manager has banned installation of
unauthorized software. After implementation of this rules, it is being observed that half of the
engineers has resigned the job and the production of the company has fallen to two third.

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Identify three ITIL processes, from any stage of the service lifecycle, that are relevant to the
case study but appear to have been ignored. For each process you identify, explain why you
think it is relevant, and what the consequences are of it being ignored.
The phases involved in ITIL service cycle are service strategy, service transition, service
design, service operation and continual service improvement. The important part of the lifecycle for
this case study are service design, continual service improvement and service transition. Service
design involves designing new and proper IT services that will help in improving the working and
will achieve benefits. This was necessary for manager to evaluate the IT services before implementing
them on the engineers (Arnold and Boggs 2015). Service transition includes building and deploying
IT services and also ensures that these changes are carried out in a coordinated way and every
members has agreed on implementing this IT services. This would helped the manager to understand
the need of the customers and engineers and set services accordingly. This would have brought
positive benefit towards the company. Continual service improvement includes developing methods
that has learnt from past experiences so that the mistakes done in the past will not be repeated in the
present (Kaiser 2017). This aims at improving the effectiveness and efficiency of IT processes and
services. With this stage the manager will be able to take better decision in futures that will definitely
improve the efficiency.
Reflecting on the case study and your answers, discuss how a service management approach,
such as that expressed in the ITIL service lifecycle, might have led to an approach that is
different from that adopted by the manager
According to me the manager needs to implement a plan after discussing it with other
mangers and chief officer. The decision took by manager lead to huge loss and apart from this half of
the employees resigned their jobs. The motive of manager was appreciated but the way he approached
the problem was not satisfying. Thus, in order to conduct proper service management approach the
manager needs to follow the ITIL service life cycle (Kierzkowski and Kisiel 2015). These would have
helped in developing a successful management service. By implementing service strategy the needs of
the customer can be analysed and also helps in understanding the service strategy that will be

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beneficial for organization. With the service design phase new IT services can be designed with the
aim off improving the existing services. Service transition step includes deploying IT services and
building a transition in a coordinated way with service management process. The stage of service
operation would include effective way of service and also process the needs of the users. The
organization would have gained a lot of profit if the manager followed this step. This steps are
essential for improving the service management of the organization.
Discuss the impact of whether the characters’ perspectives are technical- or service-focused, and
the effectiveness with which they communicate (respond to emails), on the likely outcome of the
developing crisis depicted in the simulation. Use your common sense to analyse what happens in
the simulation – don’t try to be too theoretical!
The characters perspective are service focused as the manager did not analysed nor she
measured the problems that may come along with the implementation of this rules. In the given case
study, the manager sets some rules and regulation and did not ask their team members about this.
Before implementing any protocol it becomes necessary to discuss with the team members and other
manager so that they can share their values and give better opinion. In the simulation given, the rules
implemented by the manager becomes difficult to follow by the engineers and as a result half of the
employees left their job and as a result productivity fallen by two third. If the manager communicated
properly with other managers or with the chief officer this situation would have avoided easily. Even
the manager may have avoided this situation by conducting meetings and informing the engineers
about the problems faced by the organization regarding the data security (Mayo, Brown and Harris
2017). The manager could have asked for suggestions from employees as it is necessary to develop a
service that will benefit the customer as well as the employees. Implementing so many rules lead to
inappropriate working of the employees and as the employees were not able to handle the situation
they left the organization. Before implementing any law it is necessary to conduct a meeting so that

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everyone associated with the organization can give their valuable feedback and can change the law if
it is needed.
Hence, comment on the more general importance to an organisation of effective communication
and a service management focus.
Communication is essential for every organization to maintain effective working. Effective
communication helps in better growth of organization. Thus, it is important to maintain both internal
and external communication. External communication helps the organization to understand the needs
o the customer and manage deals with the stakeholders. Internal communication helps in developing a
project within the organization effectively. Lack of communication leads to collapse of organization
that occurred in this case. Due to communication barrier the company suffered a huge loss. Thus
communication is an important factor. Better communication will improve the customer service and
the relationship maintained between the employees. The main benefits of effective communication are
improves productivity, increases customers satisfaction, employee moral gets activated and also
beneficial for team building. Service management focuses on managing the service provided to the
customers (Pollitt, Birchall and Putman 2016). This is necessary to focus on the services provided and
the service cycle. IT service management is the way of implementing, delivering and managing the IT
services so that they can meet the organizations need. This also ensures that appropriate people,
process and technology are place in order to provide a more valuable working.
Question 5
Describe briefly an IT service that you use – whether in your personal life, for work or in some
other context – which has suffered an incident (degradation of service) or series of incidents.
The incident(s) may or may not have followed a planned change or upgrade to the service.
Identify clearly how the incident affected the service you received, and what actions appeared to
be taken by the service provider to resolve the situation.
If you really can’t think of a suitable example from your own experience, you will probably
have colleagues, friends or family members who have suffered such an issue, and you could

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discuss their example in your answer. In that case, ensure you make it clear that you were not
yourself the ‘victim’, and give due acknowledgement to your source. Bear in mind that it may
take significantly longer to gather together the information for somebody else’s experience than
if it were your own.
The IT service which is use by me in personal life is the broadband service. I obtain the
internet service from the Vision Wills TD service providers. The providers have a steady internet
connection throughout the year and hence, their services is highly rated by the people of the area.
However, there has been disputes over the services provided by the company. It has been identified
that the buffering speed over YouTube has been decreasing to a great extent. In addition to this, there
were no issues such as this which were faced earlier in the year. Additionally, there has been steady
degradation in the quality of the video. Earlier high quality videos played on YouTube without
buffering. However, lately this, problem has been persistent and hence, a solution was required to this
(Tao et al. 2015). After a complaint was registered to company, the company made changes to the
cables and the fibre optics cables were provided, which resolved the issues to a great extent.
Review your answer to part (a) from a service management perspective. Consider whether the
incident, and the service provider’s response, suggest possible lapses in service management.
Hence, comment on how well the supplier’s actions suggest that they are focused on service
management.
For the service providers point of view customer satisfaction is a huge criterion which is to be
fulfilled and looked after. The operators make sure that the customer satisfaction level is maintained
as the customer satisfaction level is directly related to the overall reputation of the company. In
addition to this, the service providers are to make sure that the services provided by them are steady
and of optimum quality so that their reputation is not hampered and they do not lose out on
competition in the market. The service management sector of the company lags a bit in regards to the
situations described above and hence, it needs improvement (Sandeep 2014). The maintenance sector
of the company should be improved as they should be checking the connections provided to their

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clients at a defined intervals and making any upgrades if necessary. In addition to this, the sector of
customer relations within the company is very efficient as they responded to my query with alacrity
and resolved my issue as soon as possible.
References
Arnold, E.C. and Boggs, K.U., 2015. Interpersonal Relationships-E-Book: Professional
Communication Skills for Nurses. Elsevier Health Sciences.
Beloglazov, A., Banerjee, D., Hartman, A. and Buyya, R., 2015. Improving productivity in design and
development of information technology (IT) service delivery simulation models. Journal of Service
Research, 18(1), pp.75-89.
Ciesielska, M., 2017. Implementation of ITIL Service Lifecycle in small and medium-sized
enterprises of Polish ICT sector. Information Systems in Management, 6.
Drake, M.L. and Ring, D.C., 2016. Enthesopathy of the extensor carpi radialis brevis origin: effective
communication strategies. JAAOS-Journal of the American Academy of Orthopaedic Surgeons,
24(6), pp.365-369.
Kaiser, A.K., 2017. ITIL Service Lifecycle. In Become ITIL Foundation Certified in 7 Days (pp. 33-
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Kierzkowski, A. and Kisiel, T., 2015. Functional readiness of the check-in desk system at an airport.
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Mayo, A., Brown, E. and Harris, R., 2017. Opportunities and Efficiencies in Building a New Service
Desk Model. Medical reference services quarterly, 36(3), pp.211-219.
Pollitt, C., Birchall, J. and Putman, K., 2016. Decentralising public service management. Macmillan
International Higher Education.

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Sandeep, K., 2014. How Stay Secure On Public Wifi Spot by Using VPN. Benefits.
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management in cloud manufacturing: overview and future research directions. Journal of
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