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.