IT Service Management Analysis and Recommendations for Zurich

This report provides an in-depth analysis of IT service management practices at Zurich, focusing on the implementation of ITIL processes and the use of key performance indicators (KPIs). The study examines various aspects of ITIL, including capacity management, availability management, and information security management, providing definitions, KPIs, and discussion points for each. The report also explores the execution of service lifecycles at Zurich, emphasizing the importance of service strategy, design, transition, operation, and continual service improvement. Furthermore, a comparative analysis of service and process improvements is conducted, leading to summarized findings and recommendations aimed at enhancing Zurich's IT service delivery. The report highlights the significance of aligning ITIL principles with business objectives to optimize performance and drive effective IT service management.

Running head: MANAGEMENT OF IT SERVICES
Management of IT Services
(Zurich)
Name of the student:
Name of the university:
Author Note

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Executive summary
In this study an elaborate analysis is made on different types of ITIL processes on the case of Zurich.
Next, various KPIs are demonstrated for its successful implementation at the organization. This ITIL
service lifecycle has been undertaking various necessities and executing those things according to
the most effective ITIL practices. Next a comparative research is done on the service improvements
and process developments. Lastly, the main understandings from the overall study have been
summarized along with proper recommendations.

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Table of Contents
1. Introduction:......................................................................................................................................3
2. Analyzing the management of IT services at Zurich:........................................................................4
2.1. Discussion of service improvements, ITIL processes and KPIs:...............................................4
2.2. Discussion on an execution of service life-cycles of Zurich:...................................................12
2.3. Comparative discussion on service improvement and process improvement:.........................16
3. Conclusion:......................................................................................................................................19
4. Recommendations:..........................................................................................................................20
5. References:......................................................................................................................................22

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1. Introduction:
Zurich has been regarded as a popular insurance group. It has been operating on globally
basis across the global network of offices and subsidiaries across Latin America, Asia Pacific, North
Americ ofa and many other places. The ITIL or Information Technology Infrastructure Library is a
widely accepted approach for IT service management around the world. It has been helping
organizations anda people using IT to understand growth, transformation and business change. The
technology has been developed by “UK Cabinet Office” and has turned out to be the effective
standard in IT Service Management Service. It has helped organizations around various industries
offering services in a cost-effective and quality-driven way. It best practices are been effectively
explained under the five core guiding publications. It has been outlining various fundamentals of the
principles focusing on different sectors under service management discipline. Further, they have
been also underpinning foundations of IEC/ISO 2000 (Bailey 2015). This is the International Service
Management Standard as per as organizational compliance and certification has been considered.
This has been dynamic and evolving over time reflecting changes in the way in which IT
organizations has been working. Ththe is has incorporated various service management ideas and
evolving understanding of various abilities needed for delivering the values.
In the case of Zurich the new CoE at Barcelona, has needed to get the speed very fast.
Howean ver, it has been clear that after a couple of years of fast growth has resulted in a fragmented
service delivery model. Further, there has been a plan for transferring various supporting processes.
It has included helpdesks for IT outsourcing partnering CSC has been on horizon. Here, the COE has
been maintaining the position as valued business enabler and managing primary outsourcing
transition very effectively. Further, it has required developing the ITIL processes to top maturity
levels. It has been helpful to optimize performance of processes and then boost the performance of

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IT delivery. Thus, before concentrating on the planned, developed project, CoE of Zurich has
changed to lead ITIL specialists and service managements along with analyzing the present status of
the current IT service management processes. Besides, the CoE has planned to utilize the findings of
Pink Elephants for informing the scope and direction of the internal service transformation and
improvement plans. In the current case study, consultants from Zurich have contributed to analyzing
ITIL service developments at the business. The following report is intended to be developed for the
CIO of Zurich (Studies and Study, 2018).
The following report has demonstrated various ITIL processes and KPIs regarding successful
implementation at Zurich. The ITIL service lifecycle has been undertaking that requirements and
typically executing that as per best ITIL practices. Then the study has discussed a comparative study
on process improvements and service improvements. Next the primary understandings are
summarized here and further recommendations for Zurich’s service improvements have been
presented at last.
2. Analyzing the management of IT services at Zurich:
2.1. Discussion of service improvements, ITIL processes and KPIs:
The given case study has analyzed the process maturity analysis for service improvements at
Zurich. Determining proper KPIs has been deciding what has been regarded as the successful project
execution. As it is established it has been possible to measure and determined particular indicators.
In this way the controller and the process owners of Zurich has been the position assess quality
(Ranzatti et al. 2017). This forms the ground-stone for the fine-tuning and optimization of Zurich’s
process designs. Selecting proper ITIL KPIs has been depending on various possibilities to measure
the indicators. Thus different KPIs and various measurement processes has been a vital output for

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the system necessities. The proper findings of KPIs have been differing a lot. This has been
depending on the Zurich’s naturean of business (Karan 2017). However, there have been various
kinds of typical KPIs that can be used for analyzing ITIL procedures. The following ITIL KPIs are
determined that has been complying with ITIL 2011 recommendations.
ITIL processes Definition Key Performance
Indicators
Discussion
ITIL KPIs Capacity
Management
First of all this
includes business
capacity management.
Here the objective is
to translate various
business necessities
for IT infrastructures
and services. This has
been helpful to assure
the future capacities
and performances.
Service capacity
management:
This is intended to
predict, control and
manage capacity and
Incidents because of
capacity storages
Various amounts of
incidents have been
happening due to
improper component
and service capacity.
Exactness of the
capacity forecast
This indicates the
derivation various
predicted
development of the
capacity from actual
course.
Capacity adjustments This has included
adjustments in
component and
service capabilities
because of change in

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performances of
various operational
services. It has
included initiating of
reactive and proactive
actions to assure that
those capacities and
performances have
met their agreed
targets.
The next one is
component capacity
management. Its
objective has been
predicting, controlling
and managing
capacity, utilization
and performances of
individual IT
components and OT
resources.
The capacity
management reporting
is the next phase who
demands.
Different unplanned
adjustments of
capacities
This has included
various adjustments to
component or service
capacities because
different capacity
bottlenecks.
Time of resolution of
various capacity
storages
This includes the
resolution time of the
determined capacity
bottlenecks.
Capacity resources This involves
percentage of reserves
in capacity at the time
of maximum and
normal demand.
Percentage of
monitoring the
capacity
This includes the
percentage of
infrastructure and
service components
within capacity

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objective has been to
provide service
management
processes and IT
managements with
data related to various
resource and service
performances,
utilizations and
capacities.
monitoring.
ITIL KPIs
Availability
Management
Availability of ITIL
management has been
assuring application
systems to remain
available. It has meant
to ensure everything
has been up for using
conditions of SLAs
and Service Level
Agreements. This has
been also a part of the
framework of ITIL
service delivery. In
Service Availability This includes
availability of IT
services related to
availability agreed on
OLAs and SLAs.
Amount of service
interruptions
This includes various
numbers of service
interruptions
Duration of various
service interruptions
This includes average
duration of the service
interruptions

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order to do this, the
team of availability
management has
reviewed business
process availability
requirements. After
this, Zurich has been
needed to ensure that
their contingency
plans of cost-
effectiveness have
been in place. Here,
the plans are tested
regularly to ensure
that necessities of
business are met.
Availability
Monitoring
This includes the
percentage of
infrastructures and
services within the
availability
monitoring.
Measuring availability This includes various
amounts of
implemented
measures with the aim
to increase
availability.
ITIL KPIs
Information security
Management
The first phase
includes the designing
security controls. The
objective to develop
proper organizational
and technical
measures for assuring
Various numbers of
implemented
preventive measures
This includes the
prevention of security
measures that ate
implemented to
identify security
threats.

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availability, security,
integrity and
confidentiality for
organizations
services, data,
information and
resources. The next
step is testing the
security to ensure that
every security
mechanisms have
been subjected to
proper testing. The
next phase is
managing security
managements for
detecting and fighting
intrusions and attacks
and minimizing
damages that has been
incurred through
security breaches. The
next phase is security
review that helps in
Implementation
Duration
This includes duration
to identify security
threat for
implementing proper
counter measures.
Number of various
security incidents
It has included
various kinds of
security incidents that
are classified through
severity category.
Various major
security incidents
This includes
identified security
cases that are
categorized through
severity categories.
Various numbers of
security-related
service downtimes
It has included
security incidents that
have caused
interruption in
services and reduction
in availability.

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determining that
security procedures
and measures have
been in line with
various risk
perceptions. This has
been from the
business side of
Zurich and verifies
that the procedures
and measures has
been tested and
maintained daily. In
regard to this, some
more elements are
needed to be
understood. These are
security, ITSCM and
availability schedules.
This includes
schedule for regular
testing of security,
continuity and
availability
Number of security
tests
It has included
various trainings and
tests that are needed
to be conducted.
Various identified
shortcomings while
the security tests go
on
It has included
shortcomings under
security mechanisms
that have been
identified as the test
goes on.

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mechanisms. It has
been measured jointly
through information
security management,
IR Service continuity
and availability.
Lastly, the correlation
and event filtering
rules are needed to be
understood. This is
used for determining
whether event has
been vital and
deciding on proper
responses. These
things have been used
typically by various
event monitoring
systems. Here some of
the rules have been
defined at the stage of
service design. For
example, Zurich can
assure that the events