DN304 Capstone Project Report: ITIL Implementation for Chorus Company

This capstone project report details the implementation of ITIL service management processes within Chorus Company, a telecommunications provider in New Zealand. The project addresses the company's challenges in service delivery, incident management, and customer satisfaction. The report covers the background of Chorus, the motivation for ITIL implementation, and the project objectives. It includes a literature review of ITIL, discussing its global standards and benefits. The methodology section outlines the Waterfall SDLC approach, data collection methods, and project analysis. The results section presents the ITIL implementation process, and the discussion section analyzes the findings. The project aims to improve Chorus's service management, streamline processes, and enhance customer satisfaction through the strategic application of ITIL principles. The report also includes a project proposal cover page, table of contents, and references. The project employs the ITIL framework to solve the problems faced by the company. The project aims at solving the problems of management in the company.

DIPLOMA IN NETWORKING LEVEL 7
DN304: Capstone Project
(12 Weeks)
(20 Credits; Level 7; Version 1 )
PROJECT REPORT
[ITIL Implementation]
Supervisor Name: Kaye
Flores

Project Proposal Cover Page
Course qualification Diploma in Networking Level
Course title: Capstone Project
Course/Paper number: DN304
Student name: Abhishek Nayyar
Student ID: 185018A
Supervisor Name: Kaye Flores
Assessment type: Project Report
Completion date: 30/09/2019

Abstract
Chorus telecommunication company is as of now attempting to improve the service
conveyance forms, the expenses by appropriate execution of assets and more grounded
arrangement between Information innovation and their business. Chorus find hard with regards to
service Management and conveyance forms which make them not to dealing with the service
solicitations, occurrences and tickets for customers productively. In addition, they are hoping to
improve their data security Management framework where they have customer information, they
are at present confronting some specialized issues because of need the procedures the board of
service conveyance. So now they are searching for a Consistent IT structure to work it out for the
ITIL procedures of their organization. Every one of these issues will influence consumer loyalty
so they need to actualize ITIL services to defeat this circumstance. My task will be about the
ITIL and its procedures for the Chorus to annihilate the issue. All the management issues in the
company are also bound to be solved using the system.

Table of Contents
Abstract........................................................................................................................................................3
Introduction..................................................................................................................................................6
Background Information..........................................................................................................................6
Motivation................................................................................................................................................6
ITIL Implementation Layout....................................................................................................................7
Problem Statement...................................................................................................................................8
Project Objectives..................................................................................................................................10
CHAPTER TWO.......................................................................................................................................11
Literature Review.......................................................................................................................................11
Introduction............................................................................................................................................11
Overview of Information Technology Infrastructure Library – Global Standard for IT Management of
Service....................................................................................................................................................12
Information Technology Infrastructure Library and IT Services................................................................14
Why Information Technology Infrastructure Library is Needed.............................................................15
ITIL Adoption and Progress of Implementation.....................................................................................19
CHAPTER THREE....................................................................................................................................21
Methodology..............................................................................................................................................21
Introduction............................................................................................................................................21
WaterFall SDLC Approach....................................................................................................................21
Feasibility...........................................................................................................................................23
Requirement Analysis........................................................................................................................23
Project Design....................................................................................................................................23
Implementation...................................................................................................................................23
Project Testing and Validation...........................................................................................................24
Maintenance.......................................................................................................................................24
Project Analysis......................................................................................................................................25
Methods of Collecting Data....................................................................................................................25
Observation........................................................................................................................................25
Interviewing.......................................................................................................................................25
Filling in Questionnaires....................................................................................................................26
CHAPTER FOUR......................................................................................................................................27

Results / Data Presentation.........................................................................................................................27
Introduction............................................................................................................................................27
Data Presentation....................................................................................................................................27
ITIL implementation process..................................................................................................................35
Discussion..............................................................................................................................................37
CHAPTER FIVE........................................................................................................................................39
Conclusion.................................................................................................................................................39
References..................................................................................................................................................41
Appendices.................................................................................................................................................45

CHAPTER ONE
Introduction
Background Information
This Capstone Project is about the Implementation of ITIL Service and its procedures in
Chorus Company which is situated in New Zealand. It has numerous branches over the New
Zealand. The Chorus brand is one of the main brands of giving the services in the media
transmission industry in New Zealand. They purchased fiber over the copper alongside the
broadband services in the private and business properties of New Zealand. Due to having an
enormous number of customers over the New Zealand, their framework is coordinated with
Information innovation. The report mainly addresses the phases and the stages under which the
service management issues is eradicated in Chorus Company. The report is also very important to
the Information Technology service management which is also part or sub section of the
Information Technology Infrastructure Library. By the user of Information Technology
Infrastructure Library, it is very possible to achieve the management objectives of the company
as well as meeting the service level agreements.
Motivation
The core purpose of carrying out this research is to establish the knowledge of computer
networking and their respective principles in the organization in order to achieve the set
objectives. By the use of Information Technology Infrastructure Library stages, it is very much
possible to solve the problems related to delivery of services which are the main problems which
are being faced by Chorus company. With the implementation of the Information Technology
Infrastructure Library in Chorus company, it shall positively impact the company in terms of
effective and efficiency in management of their own issues and problems which comes on the

system for the connectivity. This is because the current situation at the company is in such a way
that tickets are assigned manually to a particular person. This process takes a lot of time and also
it doesn’t meet the key performance indicator which are set to be achieved by the company. After
the implementation of the Information Technology Infrastructure Library at the company, it shall
assign the tickets and incidents automatically depending on the technical level of the problem.
ITIL Implementation Layout
The process which elucidate in the implementation of the Information Technology
Infrastructure Library includes the following;
For the implementation of ITIL processes we will elucidate the following stages:
Service Strategy: This is the center and the start point of the service Lifecycle of the ITIL.
This stage gives a provision of the guide on the prioritization and clarification of the service
provider investments in the services. It mainly and majorly helps the Information technology
organizations in the improvement as well as development over a very long period of time.
Service Design stage: this stage identifies the requirement services and improvises
another new service which is being offered as well it changes and improves the services which
existed previously.
Service transition: this stage builds or deploys a modified or new services.
Service Operation: this stage carries out the operational services of an organization.
Continual Service Improvement: this stage improves the efficiency and the effectiveness
of the processes and the services. The processes of this stage is shown in the below diagram;

Under these stages, there are processes which are contained in them too. Information
Technology Infrastructure Library, is very important in each and every organization and company
as it helps in aligning the business with the Information technology which is more recent and
current. The above described processes will help the company in management of the workforce
effectively and efficiently as well as tickets assigning and requests of the services.
The project introduces the current design of chorus company services and also follow up
on the later stages of other stages in order to avoid the problem. The Chorus company has a
number of stakeholders who exists inside and outside the company in order to maintain the
infrastructure of the company, level of operation as well as the resources of the company. The
project will also give an introduction of the technology software that is going to assist the chorus
company for the management of their incidents and time effectively and efficiently. Also security
being another key concern whereby the data of the client is everything which is supposed to be
protected at all cost. The security system has also to be introduced in the company profile
whereby the company system is able to be secured as well and getting the profile of the client
very easily from the base of the knowledge. In the near future, the data can be transferred to the
cloud computing for the betterment of the services further.
Problem Statement
Chorus company which is a telecommunication company has a wide range of history
which is related to management of client, the connectivity of the network, ONT status as well as
telecommunication. Despite the fact that the company does management of services very well,
current status of management is that there is a problem in the management services since
customer satisfaction which is the key factor in the company improvement and growth is not

achieved. The core reason as to why they are stuck between the satisfaction of the customer is
because the companies has contracted different company which was working for them.
These companies includes the UGC and the vision stream companies who are doing the
installation of the fiber optics cables and network to the commercial properties and the homes in
New Zealand. There are evidence of fiber works, network connectivity issues as well as the
general customer satisfaction complaints which pose a major challenge in the general
management of the company as Chorus has issues with the accurate management of the problem.
The Chorus company now needs to see the general performance of the software in terms of
service delivery so that they can deploy both the resources and the software in the management of
the company. The management of the Information is another critical component which is also
affecting the whole system of the information technology in the Chorus company. The company
therefore is ready to deploy the use of the ITIL services to their management of the company with
the core reason of overcoming all these problems they are currently facing. Currently, the ITIL
services are the best in terms of requests and incidents service management, management of SLA
problem, which is very much cost effective solution that they can deploy (Kanapathy& Khan,
2012).
In order to overcome the problem of the information technology using the ITIL, the
design phase of the project can be worked upon. The design of the project service delivery is
aligned with the current needs that Chorus company requires which in this case includes the
security issues hence the ServiceNow software can be deployed which is very key in securing the
client data and personal information. Another phase which is implemented is the continuity
management which operate along the information security management phase in order to

endeavor get to know the key problem facing the information technology and be able to remove it
when it is required.
Project Objectives
This project will majorly address the overall implementation of the ITIL services in the
Chorus company. This is because solving the problem soonest possible is very important in order
to overcome the services downtime issues. The main aim is the overcoming of the problem facing
Chorus company. The company is aiming at implementation of the ITIL services in their
organization just because they are facing issues with the service delivery and other problem in
terms of cost management, client’s tickets and resources as well as the design process.

CHAPTER TWO
Literature Review
Introduction
The department of information technology are currently planning on how the
development as well as delivery of services is done by the use of the ITIL process model. The
research on the ITIL process model is really increasing in the recent times, some studies have
shown that the ITIL implementation in the Information technology department is really taking
shape. With reference to Aileen Cater and her colleagues in the southern Queensland University
who are ever contacting the survey annually at the conferences of itSMF in Australia are the
notable examples (Kanapathy & Khan, 2012). The introduction of the ITIL requires several
activities to be undertaken, this includes gathering information, finding and development of the
ITIL software as well as management of the ITIL project. The ITIL software tool is utilized in the
tracking, monitoring and logging handling using several processes, and also with inclusion of the
database for storage of information concerning the elements of the ITIL such as the assets,
capacities, configuration items as well as availabilities.
The ITIL software tools are regarded as module based since they are taken as the single
modular as per the process of the ITIL. The software have different categorization in 3 major
groupings including the Silver, gold and the bronze categories in accordance with the
compliance of the ITIL level. By the year, 2012, there was license of around 42 software tools for
ITIL (Eikebrokk & Iden, 2012). The companies currently are implementing there own ITIL
process software on basis of the open source software which is found over the internet. The very
first step is the investigation of the status of implementation of the ITIL process in the
information technology departs. The second step is the investigation on the extent to which the

software tools for the ITIL process are being applied with there status of development. Lastly, an
assessment is done in how the firms do evaluation the usability and the usefulness of the software
tool for ITIL process.
Overview of Information Technology Infrastructure Library – Global Standard for IT
Management of Service
The ITIL is a worldwide accepted system for IT Service Management (ITSM).
Information Technology Infrastructure Library is a lot of best rehearses for overseeing IT Service
Management and innovation conveyance process In late 1980, the United Kingdom Central
Computer and Telecommunications Agency (CCTA) created Information Technology
Infrastructure Library system to lower cost and proficient administration of IT service
conveyance (de Sousa & da Silva, 2010). There are similitudes among Information Technology
Infrastructure Library alias ITIL and the ISO 9000 measures for quality administration.
Information Technology Infrastructure Library gives an extensive, predictable and sound
arrangement of best practices and procedures for IT Service Management, elevating a quality
way to deal with accomplish business adequacy and productivity in the utilization of data
frameworks (Iden & Eikebrokk, 2011). ITIL is a set of records which contain forms, best
practices and direction on how associations can deal with the help and conveyance of IT services
to inside and outside clients. Because of associations expanding reliance on IT to maintain their
organizations and convey corporate objectives, Information Technology Infrastructure Library
system procedures developed as a key part of IT management of service. Information Technology
Infrastructure Library devlops service conveyance by tending to center issues, for example,