IT Service Management and Professional Culture Lecture Analysis Report

This report provides a detailed analysis of IT Service Management (ITSM) lectures, covering key concepts and processes within the ITIL framework. The analysis begins with an overview of ITSM, its best and good practices, and the ITIL framework, including the service lifecycle. It delves into service strategy, design, transition, and operation, highlighting their purposes, objectives, and challenges. The report also explores crucial aspects such as governance and risks, financial management of IT services, capacity management, information security management, and problem management. Furthermore, it examines the importance of continual service improvement (CSI), business relationship management (BRM), and metrics and measurements, including the Deming cycle. The report synthesizes the content of the lectures, offering a comprehensive understanding of ITSM principles and practices, essential for effective IT service delivery and management.

Running head: LECTURE ANALYSIS
Lecture Analysis
Name of the Student
Name of the University
Author Note

1LECTURE ANALYSIS
Table of Contents
Week 1.............................................................................................................................................5
ITSM (IT Service Management).................................................................................................5
Best Practices...............................................................................................................................5
Good Practices.............................................................................................................................6
ITIL (IT Infrastructure Library)...................................................................................................6
Service Lifecycle.........................................................................................................................6
Values..........................................................................................................................................7
Service Assets..............................................................................................................................7
Service Model..............................................................................................................................7
Generic roles in ITIL...................................................................................................................8
Week 2.............................................................................................................................................8
Governance and risks...................................................................................................................8
ITIL Framework......................................................................................................................8
Service strategy............................................................................................................................9
Key components......................................................................................................................9
Beneficial factors...................................................................................................................10
Potential aspects.....................................................................................................................10
Objectives..............................................................................................................................10
Service Packages.......................................................................................................................10

2LECTURE ANALYSIS
Service Option...........................................................................................................................10
Service Automation...................................................................................................................11
Service Design...........................................................................................................................11
Service Transition......................................................................................................................11
Purpose..................................................................................................................................11
Objectives..............................................................................................................................12
Challenges..............................................................................................................................12
Week 3...........................................................................................................................................12
Service Operation......................................................................................................................12
Four Balances........................................................................................................................12
Processes................................................................................................................................13
Functions................................................................................................................................13
CSI (Continual Service Improvement)......................................................................................13
Purpose..................................................................................................................................13
Objectives..............................................................................................................................13
Business values......................................................................................................................14
BRM (Business Relationship Management).............................................................................14
Purpose..................................................................................................................................14
Objectives..............................................................................................................................14
Key activities.........................................................................................................................14

3LECTURE ANALYSIS
SLM (Service Level Management)...........................................................................................14
Week 4...........................................................................................................................................15
Financial management of IT services........................................................................................15
Purpose..................................................................................................................................15
Objectives..............................................................................................................................15
Budgeting, accounting and charging.....................................................................................15
Demand management................................................................................................................16
Purpose..................................................................................................................................16
Objectives..............................................................................................................................16
Demand fluctuations..............................................................................................................16
Strategic Level.......................................................................................................................16
Metrics and roles....................................................................................................................17
Week 5...........................................................................................................................................17
Capacity Management...............................................................................................................17
Purpose..................................................................................................................................17
Objectives..............................................................................................................................18
Sub processes.........................................................................................................................18
Metrics and roles....................................................................................................................19
Continuity Management (ITSCM)............................................................................................19
Purpose..................................................................................................................................19

4LECTURE ANALYSIS
Objectives..............................................................................................................................19
Business Impact Analysis......................................................................................................19
Risk Management..................................................................................................................20
Metrics and roles....................................................................................................................20
Week 6...........................................................................................................................................20
ISM (Information Security Management).................................................................................20
Purpose..................................................................................................................................20
Objectives..............................................................................................................................21
Security policies.....................................................................................................................21
Facilities management...........................................................................................................21
Metrics and roles....................................................................................................................21
Problem Management................................................................................................................21
Purpose..................................................................................................................................22
Objectives..............................................................................................................................22
Techniques.............................................................................................................................22
Seven step improvement process...............................................................................................22
Week 7...........................................................................................................................................23
Metrics and measurements........................................................................................................23
Deming cycle.............................................................................................................................23
Plan........................................................................................................................................23

5LECTURE ANALYSIS
Do..........................................................................................................................................23
Check.....................................................................................................................................24
Act..........................................................................................................................................24
References......................................................................................................................................25

6LECTURE ANALYSIS
Week 1
ITSM (IT Service Management)
ITSM basically comprises of all the activities that are required for an organization to
plan, design, operate, deliver and control the IT services that are provided to the customers by
them. These activities are governed by organizational policies for the purpose of supporting the
procedures (Treeratanaporn, 2015). Moreover, ITSM is a profession where the employees
working under this framework share mutual disciplines and standards. These are knowledge
based skills that have been gained from educational schemes supported by proper experience that
is measured via formal qualifications. This profession is thoroughly influenced by good practices
for the purpose of enhancing the performance standards.
Best Practices
This is a technique or method that has been accepted as the standard superior practice
guideline by the organization (Kerzner, 2018). The reason of considering it as the quality
standard practice is because the produced results are superior to that produced by other
alternatives.
Good Practices
There is no need to incorporate a particular best practice within the organizational
framework (Schwalbe, 2015). Adapting a good practice for meeting up specific requirements is
an equally efficient step for enhancing the organizational standards.

7LECTURE ANALYSIS
Figure 1: Sources of good practices
(Source- lecture slide)
ITIL (IT Infrastructure Library)
ITIL is a framework that has been developed in order to use ITSM for the organizations.
In simple words, it is a source that provides good practices in terms of service management
(Mitchell, 2019). A baseline for the organization can be created using ITIL for the purpose of
implementation, measurement and planning.
Service Lifecycle
The service lifecycle that can be implemented within the management model comprises of
the following stages:
1. SS (Service Strategy)
2. SD (Service Design)
3. ST (Service Transition)
4. SO (Service Operation)
5. CSI (Continual Service Improvement)

8LECTURE ANALYSIS
Values
The key purpose of value is to ensure customer satisfaction. Providing appropriate
services in suitable conditions give rise to value. An IT service is valued by a customer after a
clearance in terms of the business value associated with it. Utility and warranty are the two prime
components that are required to create a value. Utility can be defined as the basic functionality
that is provided by a service in order to satisfy a particular need. Warranty on the other hand can
be defined as a guarantee for the particular products or services to meet the respective
requirements.
Service Assets
Service assets are comprised of resources and capabilities. Resources include all the
things that are bought and paid by the users, IT infrastructure, money, people and various other
tangible assets (Shiralkar et al., 2014). On the other hand, capabilities include things that are
grown along with the ability to successfully carry out an activity and other intangible assets.
Service Model
A service model is basically a framework for understanding the process of creating a
value that is done by the service provider for any customer given portfolio contract (Trinon et al.,
2014). This is done by mutually connecting the service demands based on the assets with the
service assets. The structure of a service model can be defined as the basic assets that are
required to be delivered along with their configuration patterns. Dynamics on the other hand can
be defined as the flow of resources between the service providers and the customers.

9LECTURE ANALYSIS
Generic roles in ITIL
The generic roles in ITIL are: process owner, service owner, process manager and
process practitioner.
Week 2
Governance and risks
Governance is the central hub for any operational and management organization that
comprises of certain processes, policies and structures for smoothly running an organization
(Muller, 2017). These policies and structures are developed by the senior management.
Risk, on the other hand can be defined as an uncertainty in a probable outcome which impacts an
organization in various ways, thus obstructing it to fulfil its objectives. Risk management is an
important part of IT governance.
ITIL Framework
This framework plays an effective role in IT governance. It comprises of several
management practices that can be used by organizations in a beneficial way (Marrone et al.,
2014). The service strategy takes into account all the important business issues along with cost,
risk and benefit management plans in terms of IT investments. A continual improvement in
terms of service also helps organizations in achieving greater levels.
Service strategy
Three of the key processes within a service strategy are business relationship
management, portfolio management and financial management. Moreover, there are mainly three
types of service providers in the field of IT.

10LECTURE ANALYSIS
Internal Service Provider: It comprises of the in-house unit which is typically
positioned in the business. Since these are very small scale units of IT, they are further
consolidated within a particular IT department for the purpose of balancing the interests,
priorities and demands of the organization.
Shared Services Unit: It comprises of a set of non-core business functions that are
grouped within a corporate having shared service unit (Wieland, Hartmann & Vargo, 2017). The
involved functions are generally related to IT, HR and Finance also sometimes referring to the
logistics, legal services and facilities management.
External Service Provider: A competitive business operation is provided by it within
the marketplace. It is a completely separate entity in terms of the businesses it serves.
Key components
There are mainly two key components, namely developing strategies and developing
service management that constitute towards the strategic framework. These components can be
used efficiently by the implementation of strategic Ps. The four strategic Ps are perspective,
position, plan and pattern. The successful implementation of these strategic Ps can be immensely
beneficial for the management purposes within any organization.
Beneficial factors
A good design of service provides lower cost, alignment and quality, faster adaption of
new services, a better governance and a better capability of measurement.
Potential aspects
There are five basic aspects of service design (Jašek, Králík & Nožička, 2015). These
involve introducing new services, ensuring the mutual consistencies, enhancing the capabilities

11LECTURE ANALYSIS
of technological architectures along with an enhancement in the maintenance and operation
processes and designing proper measurement methods.
Objectives
The prime objectives of a good service design comprise of satisfying the stakeholder’s
and other business objectives, minimizing the ownership costs, designing efficient policies,
supporting the transition of services, designing proper systems for measurements and potentially
contributing towards CSI (Continual Service Improvement).
Service Packages
A combination of 2 or more services that is basically provided with a purpose of offering
a specific kind of solution as per the customer requirements is referred to as service packages. It
comprises of enhancing services, enabling services and core services. A specificity in terms of
warranty and utility is provided by the service package.
Service Option
These are also sometimes referred to as service level packages and comprises of warranty
and utility choices. Generally, this is provided by service package or a core service.
Service Automation
A higher amount of warranty and utility is delivered with the help of service automation
processes. This helps in generating better value and performance from customer and service
assets. Service management in the field of IT uses the same concept. Moreover, the automation
processes help in enhancing the productivity, thus dealing with the fluctuating demand bases.
Some of the areas that have faced subsequent increment in terms of capabilities are automated
alerts generation, measuring, monitoring and various other discovering tools.

12LECTURE ANALYSIS
Service Design
Service design can be defined as an activity of organizing or planning infrastructure,
material, communication and people. The key purpose of service design is to enhance the
interaction quality between the customers and their respective service providers. It establishes
appropriate solution in order to meet the requirements. It potentially contributes by ensuring the
cost effectiveness of the services that involves satisfying the stakeholders and the customers
throughout the service life cycle. Further improvements are often needed to be made, as there is a
constant change in the customer and business requirements. Moreover, it plays a vital role in
continual service improvement.
Service Transition
Purpose
The key purposes of service transition include setting the customer expectations, reducing
the performance variations, enabling integration for customers, minimizing the known errors and
ensuring the proper use of services (Kowalkowski et al., 2015).
Objectives
The various objectives of service transition include resource management, minimizing
the unpredicted impacts, increasing customer satisfaction, ensuring proper service uses and
providing comprehensive plans.
Challenges
There are certain challenges that are faced during the transition phase of a service. These
include, ensuring activity changes, balancing the increasing business needs and development
integration.

13LECTURE ANALYSIS
Week 3
Service Operation
Service operation can be defined as management of the IT services in a day to day basis
(Radnor et al., 2015). It is basically a place where all the modelled values of service strategies
are delivered after proper confirmation via service transition and service design.
Four Balances
The four levels, also known as the four balances of service operation are as follows:
1. Proactive versus reactive
2. Responsiveness versus stability
3. Cost of the service versus quality of the service
4. External view of the business versus internal view of the IT
Processes
The processes that are involved in service operation are incident management, problem
management, event management, request fulfilment and access management.
Functions
The key functions of service operation are technical management, service desk,
operations management of IT and application management.
CSI (Continual Service Improvement)
This is a factor which is largely responsible for managing the potential improvements,
associated with IT services and other ITSM processes (Kaiser, 2017). The service provider’s
performance are measured in a continuous basis and specific modifications are made within the

14LECTURE ANALYSIS
processes, IT infrastructures and IT services for the purpose of increasing effectiveness,
efficiency and cost effectiveness.
Purpose
The key purpose of CSI is to deliver a business value. This is done by ensuring the proper
continuation of service management implementation in terms of delivering expected business
benefits.
Objectives
There are several values objectives of CSI. However one of the prime objectives is to
analyze, review and introduce recommendations for improvement purposes of the lifecycle
(Shrestha, 2014). In addition to that improving the cost effectiveness of IT services without
tampering with customer satisfactions is another prime objective of CSI.
Business values
CSI adds immense value to the business by providing benefits, improvements, value on
investment and Return on investment.
BRM (Business Relationship Management)
It is a process that allows relationship managers to incorporate a firm link between the
customers and the service providers within the tactical and strategic levels (Mitrega & Pfajfar,
2015). It is a vital part of the service strategy that ensures a positive relation with all the
customers.
Purpose
The key purpose of BRM is to maintain and build a productive and efficient relationship
among the service providers and customers by analyzing the business needs.

15LECTURE ANALYSIS
Objectives
The core objective of this process is to carefully understand and evaluate the evolving
needs of the customers along with their priorities. It helps the customers in developing new
requirements as a response.
Key activities
The key activities include understanding the business and customer objectives, helping
customers in developing new service requirements, identifying the potential changes and
developments within the technology. In addition to that, it also involves dealing with complaints,
service reports, feedbacks and comments.
SLM (Service Level Management)
SLM is one of the most vital aspects of ITSM. It is a major part of the service design. The
key purpose of SLM is to negotiate SLAs (Service Level Agreements) in accordance with the
customers. In addition to that, the service designing is also done on the basis of service level
targets. This process of ITIL also ensures the authenticity of all the operational level agreements
along with the underpinning contracts.
Week 4
Financial management of IT services
Any business small or large, cannot survive much longer without effectively valuing and
understanding the cost effectiveness factors. Although most of the people working in the IT
sector pay high concern to this monetary factor, there are several other challenges related to
analyzing this problem (Khan & Jain, 2018). One of the challenges involve understanding the
service chart and the price limit of a particular service.

16LECTURE ANALYSIS
Purpose
The purpose of this management approach includes ensuring proper use of money,
relevant decisions, identifying the risks and properly arranging the governance framework.
Objectives
The key objectives include aligning budget allocations and financial plans with service
portfolio, identifying and managing the potential risks, framing an appropriate system for
financial planning and ensuring the compliance of business case with the organizational
standards.
Budgeting, accounting and charging
Budgeting refers to the controlling and predicting processes in terms of money
expenditures and income within an organization. Accounting is the process of enabling the IT
organizations to fully account the monetary structure and statistics. Furthermore, charging refers
to the process of creating a bill for the customers for all the services they utilize from the
organizations.
Demand management
Purpose
The key purpose of demand management is optimizing the capacity use by carefully
shifting the workload to less resources and utilized times.
Objectives
The objectives of demand management can be stated as codifying and characterizing the
business activities within recognizable and specific patterns with a mutual consumption profile

17LECTURE ANALYSIS
of service (Ferguson, 2018). In addition to that, encouraging proper service usage in a less
amount of time is also one of its key objectives.
Demand fluctuations
For the purpose of properly understanding the demand fluctuations, specific
recommendations in terms of identifying the business activity patters are made by ITIL.
Strategic Level
Under the aspects of strategic demand management, user profiles and business activity
patters are the two most important things.
User profiles comprise of the responsibilities and roles of the individuals in an
organization. Multiple PBAs can be assigned to a single user profile. By profiling the processes
and applications in the same way, the customer needs can be understood in a better way.
PBA that stands for patterns of business activity can be defined as workload related
profiles that clearly establishes a thorough understanding of the service demands. This is one of
the most important tools that is required by demand management in order to potentially deal with
the demands of a particular service.
Metrics and roles
Effective demand management helps in reducing the average ratio of the load.
Furthermore, the demand manger plays an efficient role in properly anticipating, understanding
and influencing the customer needs of the services.

18LECTURE ANALYSIS
Week 5
Capacity Management
The subsequent practice of sizing up the IT resources in a way that can meet the current
and future requirements in an efficient way is known as capacity management. It is a major part
of the ITIL service delivery (Yu, Chen & Zhang, 2015). An effective management of capacity is
proactive in nature.
Purpose
The key purpose of capacity management is to ensure the proper use of IT resources to
meet the current and future requirements within a business. This comprises of two acts, namely
supply vs. demand and costs vs. resources. The first act ensures the availability of sufficient
resources for meeting the demands and maintaining the levels of service. On the other hand, the
second act ensures a cost effective framework to justify the resource expenditures.
Objectives
The key objectives of capacity management involve producing and maintaining a proper
capacity plan, meeting the service levels and providing suitable guidance and advice on all
performance and capacity related activities.
Sub processes
Business capacity management, service capacity management and component capacity
management are some of the associated sub-processes.

19LECTURE ANALYSIS
Figure 2: Sub processes of capacity management
(Source- Lecture slide)
Metrics and roles
Monitoring the performance and confirming the process effectiveness in providing
appropriate resources are some of the key metrics. Moreover, it is very important for a capacity
manager to ensure proper performance and capacity delivery y infrastructure and services.
Continuity Management (ITSCM)
Managing the potential risks that can have a severe impact on the IT services is done with
the help of IT services continuity management.

20LECTURE ANALYSIS
Purpose
The key purpose of this approach is to support the continuity management of business by
properly ensuring the reinstatement of all the systems, IT resources and services (Kaiser, 2018).
This is done by maintaining and creating suitable recovery capabilities and facilities.
Objectives
The key objectives comprise of creating and maintaining the plans for service continuity
and recovery, carrying out the process of risk analysis on a regular basis, accessing and dealing
with the probable impacts and carrying out BIA.
Business Impact Analysis
One of the most important activities performed by the ITCSM is the impact analysis or
BIA. The key purpose of BIA is to analyze the potential risks in losing an IT component or
service. This also plays a vital role in understanding the business functions essential for business
growth. The recovery framework, which is essential for the business is addressed by the
continuity plans provided by the IT.
Risk Management
In simple words a risk can be defined as an uncertain event that can hamper the business
objectives (Kozina & Barun, 2016). Therefore proper risk analysis and management processes
are to be incorporated within the organization for dealing with these threats. The first stage
involves carefully identifying the threats. This is followed by a rough estimation of the impact.
After that, the vulnerability of the assets is measured. Furthermore, the second stage comprises
of avoiding, accepting, transforming and eliminating or minimizing the identified risks.

21LECTURE ANALYSIS
Metrics and roles
Issues identified within the last test for continuity and the overall number of services that
have not been covered by the recovery plans and continuity are some of the prime metrics. The
work of an ITSC manager is to ensure and manage the associated risks that can have severe
impacts on the IT services.
Week 6
ISM (Information Security Management)
All the essential controls that are required to resolve or deal with a particular security risk
within an organization is described within the ISM approach. It is a vital part of the ITIL service
design.
Purpose
The key purposes of it include acting as a management focal point, maintaining and
enforcing an efficient policy of information security (Zammani & Razali, 2016), understanding
the business development framework and ensuring that the challenges are properly being deal
with by the ISM.
Objectives
Some of the prime objectives include thoroughly ensuring the confidentiality,
availability, authenticity and the integrity of an information.
Security policies
It is a comprehensive policy that is supported by business management and top
executives of the IT. This also comprises of policies covering the misuse of assets, email

22LECTURE ANALYSIS
antivirus, internet etc. On the basis of the recommendations provided by ITIL, the policies are
needed to be revised on a yearly basis and should be accessible by almost all the customers and
users.
Facilities management
This is a function of the organization with the purpose of integrating people, process and
place in the newly built environment. The key purpose of facilities management is to enhance the
business productivity. Moreover, it plays a huge role in enforcing IT related security policies.
Monitoring, maintenance, installation and security staffing are some of the instances.
Metrics and roles
The prime metrics include security incidents per unit time, identified risks, audit issues
and installing the security patches. Moreover, the team involves a manager and several teams for
service operations,
Problem Management
It involves thoroughly managing the problem lifecycles that may take place within a
particular IT service. It provides organizational values by reducing, avoiding and mitigating the
business impacts.
Purpose
There are two potential perspectives namely reactive and proactive. The reactive
perspective involves managing the lifecycle (Kaiser, 2018). On the other hand, the proactive
perspective involve preventing future incidents.

23LECTURE ANALYSIS
Objectives
The potential objectives are preventing the problems, ensuring that the same mistake does
not get repeated and mitigating the adverse impacts.
Techniques
The techniques used for solving a problem are chronological analysis, Kepner & Tregoe,
brainstorming, Pareto analysis and pain value analysis.
Seven step improvement process
 Defining the measurable entities (should)
 Defining the measurable entities (can)
 Gathering data
 Processing data
 Analyzing data
 Using and presenting the information
 Implementing proper and corrective actions
This is a prime process of continual service improvement and plays an important role in the
service lifecycle. This has been framed on the basis of ‘Plan Do Check Act’ approach. It
provides an effective and repeatable procedure of identifying and applying potential
enhancements to a particular servicer aspect. This can be at any phase of the service life cycle.
Week 7
Metrics and measurements
There are three basic metrics that have been recognized by the ITIL, namely technology,
process and service metrics. Although there are several measurable metrics but only the most

24LECTURE ANALYSIS
vital ones can be stated as KPI (Key Performance Indicators). In simple words, KPI can be
defined as a form of metric that is used for the purpose of managing IT process, service, project,
plan and other various activities.
Measurement is neither a function nor a process. It is basically a perquisite that can be
used for improvement purposes (Nicho & Khan, 2017). The key purposes of measurement
include validation, direction, justification and intervention.
Deming cycle
It is a continual quality improvement framework comprising of four basic steps for the
purpose of learning and improving. These steps are plan, do, check and act. It is also sometimes
referred to as PDCA, PDSA (plan, do, study, act), deming wheel or the cycle of Shewhart
(Ashraf, 2016). As the name suggests, the key objective involves improvement of the services in
a continuous basis. The key activities of each of the steps have been discussed below:
Plan
1. Identifying the improvement strategies
2. Defining the measurable entities
Do
3. Gathering data
4. Processing data
Check
5. Analyzing the data and information
6. Using and presenting the information

25LECTURE ANALYSIS
Act
7. Implementation of the improvement
Figure 3: The Seven Step Improvement Process
(Source- created by author)

26LECTURE ANALYSIS
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