University of Melbourne, ISYS90048: ICT Infrastructure Proposal Report

This report, prepared for the ISYS90048 Managing ICT Infrastructure course at the University of Melbourne, analyzes the ICT infrastructure of Wrexham County Borough Council (WCBC). The report's objectives are to shift the ICT approach to a business-oriented model, enhance ICT service delivery, and promote digitalization. The background section outlines the challenges WCBC faces, including financial constraints and technological limitations, which necessitate digital transformation. The report then details the scope, assumptions, and the existing ITIL-based governance framework. An analysis of WCBC's ICT and Digital Strategy 2017-2020 identifies key gaps, such as the need for improved financial planning technology. The proposal suggests a service-oriented approach aligned with WCBC's service and infrastructure directions, incorporating new technology and the ITIL framework. The expected outcomes include increased efficiency and flexibility in ICT services. Finally, the report recommends the adoption of the proposal to improve ICT service delivery and achieve the goals of WCBC's digitalization strategy.

Running Head: Assignment A02
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ISYS90048 Managing ICT Infrastructure Report.
S T U D E N T ’ S N A M E
C O U R S E
U N I V E R S I T Y
D AT E
Semester 1, 2019

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1. Report Objectives
 To adopt a business-oriented approach to ICT as opposed to the technology-based
approach that is currently in existence.
 To enhance the evolution of the ICT service from a back office function to being a
strategic change driver.
 To become a digitalized based organization incorporating self-service and automation
in the basic operations of the organization.
 To achieve an efficient service that enhances a quick response to change resulted from
the business transformation.
 To reduce the operational costs and various additional savings as a result of investment
within the ICT platforms.
1.1. The questions addressed by the report
 How shall digital transformation bring about the desired change?
 What are the various aspects of transformation?

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2. Background.
Wrexham County Borough Council is facing various challenges that have enhanced the digital
transformation process to enhance the efficiency of its services. These challenges Range from
financial challenges, unprecedented scale, challenges in undertaking business transformation
projects and essential programs, and last but not least, challenges in achieving technological
transformation. The challenges have made the organization to strain in the process of service
delivery to the citizens. The management of the organization is now seeking various ways to
adopt a digitalized organization structure where ICT shall be the central point of all the
organizational processes to enhance the success of the organization within the competitive
business environment(Büchner and Li, 2018). Wrexham County Borough Council has adopted a
qualitative information gathering approach in the process of analyzing the appropriate digital
processes to be adopted for an efficient transformation in its ICT and Digital Strategy 2017-2020
in line with the transformation in the ICT services and Investment Assessment.

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3. Nature of this Report
3.1. Scope of the report
 This report shall outline the digital transformation strategy of 2017-2020 in the
ICT services of WCBC.
 The report shall acknowledge the existing gaps in ICT that should be addressed
by the digital transformation of 2017-2020.
 The objective of the following report is to provide a thorough analysis of
WCBC ICT and its digital strategy to ascertain the gaps in the project and
provide an efficient proposal for the convenient system of operations for the
achievement of the organizational long term goals and objectives.
 This proposal has its main focus on the provision of better ICT services by
Wrexham County Borough Council through the digital transformation to
incorporate ICT in the heart of its operations.
3.2. Assumptions made in the report
There are several assumptions for the proposal as outlined below:
 Assumption 1: Wrexham County Borough Council has outdated IT systems
hence the need for digital transformation.
 Assumption 2: Wrexham County Borough Council lacks the technical expertise
to enhance the implementation of efficient ICT services for the achievement of
specific goals and objectives.
 Assumption 3: This report does not have the basic framework for
implementation.

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4. ICT Governance Framework
4.1. Existing ICT Governance Framework
Wrexham County Borough Council's ICT and Digital Strategy 2017-2020 and Wrexham County
Borough Council's ICT Services Transformation and Investment Assessment are based on the
ITIL ICT governance framework.
4.2. Choice of ICT Governance Framework
I have chosen the ITIL framework because Wrexham County Borough Council’s ICT and
Digital Strategy 2017-2020 and Wrexham County Borough Council’s ICT Services
Transformation and Investment Assessment follow the process life cycle of service strategy,
service design, service transition, service operation, and continual service improvement.

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5. Analysis of the Wrexham County Borough Council’s ICT and Digital Strategy2017-
2020 and Wrexham County Borough Council’s ICT Services Transformation and
Investment Assessment.
5.1 Analysis
The report shall adopt a systematic analysis of the data for sufficient findings to suit the
report objectives. The table below provides a detailed analysis of the information.
Guidelines / Criteria Evidence Assessment / Findings
1. The client should
formulate a transparent
system that shall be
effective for the user.
The proposed system
should be simple to use by
the user in line with the
principle outlined by the
ICT planning committee
pg11.
F1. Through a practical design of a
simple system for the user, the
strategy conforms to the ITIL
fundamental component of service
design where the service provider
should provide an efficient system
that can easily be operated by the
end user(Wasson, 2015).
2. Adoption of a centralized
approach
This shall bring together
all the aspects of ICT
services under a single
organizational structure.pg
11
“An Enterprise Architect and
a service designed to
accommodate this approach
will always start by
understanding the business
requirements first, once
achieved they will then look
across the data, application
and technology stack to
ensure that the solution
recommended is in total
alignment with the needs of
the business. This approach
ensures maximum return on
investment as well as driving
further digitization and more
efficient practices within the
wider business"pp13
F2. Through an active
collaboration of various aspects of
the ICT services, the strategy
conforms to the ITIL fundamental
component of service transition for
the achievement of the specific
objective(Priyadharshini, 2018).

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6. Identification of Key Gaps
The digital transformation aims to improve the ICT service delivery as opposed to the
current service for the community (KG1)
There is a lack of adequate technology for effective financial planning; hence, digital
transformation shall be crucial in addressing the challenge. (KG2)
7. The Proposal
7.1 Proposed solution
WCBC should adopt a service-oriented approach to enhance the quality of service
delivery of various services. (F1).
The technology should be aligned with various roles within the authority for efficient
monitoring and management of the environment (F2).
7.2. Goals of the proposal
WCBC should accept the proposal because it enhances the quality of ICT service delivery
to the citizens.
7.3. Assumptions underlying the proposal
Assumption 1: There proposal has incorporated the frequent change in technology
Assumption 2: The proposal is accepted as efficient in the achievement of the ICT
objectives.
7.4. Proposal description
WCBC should incorporate new technology in the core functions of ICT services for the
achievement of the goals and objectives.

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7.5. Alignment of the proposal with the council’s Service and infrastructure
directions
The council service and infrastructure is aligned to the proposed digitalization program
through the incorporation of effective technological practices.
7.6 How the proposal addresses the Key gaps
The proposal enhances the provision of quality ICT services to the citizens by WCBC.
7.7. Alignment of proposal with the chosen ICT Governance Framework
The proposal shall effectively incorporate ITIL framework in all the corporate functions
through the application of the principals.
7.8 Expected outcomes of the proposed solution
 Digitalization shall enhance the efficiency of ICT services to the citizens in the
community.
 It would enhance the adoption of the technology that is flexible for future changes.
8. Recommendations
This proposal should be adopted for efficient service delivery of ICT services by WCBC
as far as the digitalization strategy 2017-2020 is concerned.
References.

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Büchner, L., and Li, M.M., 2018. Solving issues with an ITIL framework, which occur
during the shakedown phase in a software implementation.
Priyadharshini, (2018). IT Service Management: ITIL: Key Concepts and Summary. [online]
Available at: https://www.simplilearn.com/itil-key-concepts-and-summary-article [Accessed
8 May 2018].
Wasson, C.S., 2015. System engineering analysis, design, and development: Concepts,
principles, and practices. John Wiley & Sons.