ITIL Processes, KPIs, and Lifecycle Analysis for Zurich Insurance

This report presents a detailed analysis of IT service management practices at Zurich Insurance, focusing on the implementation of ITIL processes and key performance indicators (KPIs). The study examines capacity management and availability management, providing definitions, objectives, and relevant KPIs for each. The report further explores the execution of service lifecycles within Zurich, outlining the stages of service strategy, design, transition, operation, and continual service improvement. A comparative analysis of service and process improvements is also conducted. The report concludes with recommendations based on the findings, highlighting the significance of ITIL frameworks and KPIs in enhancing IT service delivery and organizational efficiency. The analysis includes a deep dive into the practical application of ITIL principles, offering insights into how Zurich Insurance can optimize its IT service management to meet business objectives.

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

1MANAGEMENT OF IT SERVICES
Executive summary
The present study deals with detailed analysis on several kinds of ITIL procedures of the present selected
case study of Zurich. In addition, several KPIs are described for successful deployment at the
organization. The ITIL service lifecycle deals with several requirements as well as the execution of the
things as per the most effective ITIL practices. On the other hand, comparative research is achieved on
the service enhancements as well as process growth. Moreover, the significant benefits from the overall
study are summarised with appropriate recommendations.

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Table of Contents
1. Introduction................................................................................................................................4
2. Analyzing the IT management services at Zurich:......................................................................5
2.1. Service improvements, ITIL processes and KPIs:................................................................5
2.2. Execution of service life cycles of Zurich:.........................................................................12
2.3 Service improvement Vs Process improvement:.................................................................15
3. Conclusion:...............................................................................................................................19
4. Recommendations.....................................................................................................................19
References....................................................................................................................................21

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1. Introduction
Zurich is one of the popular insurance companies. It operates business globally across the global
network of the office as well as subsidiaries across Latin America, North America as well as Asia
Specific. The ITIL or infrastructure library of information technology is accepted approach for IT service
approach and makes it across the world. It is assisting enterprises as well as people using IT to
comprehend the process of development, transformation as well as change in business. It also assists the
organisations across several industries offering services at affordable price and quickly driven away. It
also helps to make the best practices that can effectively describe. Also, the International Service
Management Standard according to the standard of organisational compliance as well as certification is
considered. It is considered as one of the dynamic as well as evolving over the time and reflects the
changes in the way that can be helpful for the organisations. It is incorporated with several ideas
regarding service management as well as engaging the comprehension of abilities required to deliver the
values.
In the present case, Zurich is one of the new CoE situated at Barcelona has required obtaining fast
speed. On the other hand, it is clear that after several years of fast development has resulted in the
fragmented model of service delivery. Also, there has been a proper to transfer several procedures for
supporting. It consists of helpdesks for IT outsourcing partners. Thus, the COE is maintaining the
position as a valued enabler as well as efficiently managing essential outsourcing transition.
The following part of the report deals with demonstrating the ITIL procedures as well as KPI
related to successful implementation at Zurich. The lifecycle of ITIL service has been undertaken the
needs and executed the process according to the best possible ITIL practice. Along with these, the first
understanding of the study is summarised, and recommendations are provided.

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2. Analyzing the IT management services at Zurich:
2.1. Service improvements, ITIL processes and KPIs:
In this study, a detailed investigation is made on various sorts of ITIL forms working on it of
Zurich. In addition, different KPIs are exhibited for effective use in the organization. This ITIL lifecycle
has several benefits on the different requirements as well as execution of the process as per the best ITIL
rehearses (Krishnan and Ravindran 2017). Next, near research is done on the management upgrades
and process improvements. In conclusion, the fundamental understandings from the general investigation
have been condensed alongside legitimate suggestions.
The provided case study has analysed the process maturity analysis in order to improve service at
Zurich. Hence, determination of the appropriate KPIs is decided regarding the process and successful
project execution. On the other hand, as the process is executed, it is possible to measure the specific
indicators. The forms of ground-stone for fine-tuning as well as optimisation of process design of the
company. Thus, selection of appropriate ITIL KPIs depends on several processes that have been a
significant result for the system requirements. The proper results of KPIs have differed. It depends on
nature of the study.
ITIL processes Definition Key Performance
Indicators
Discussion
ITIL KPIs capacity
management
It consists of business
capacity management.
The objective is
translating several
business requirements
for IT infrastructures as
well as services (Iden
The incidents as there
are capacity storages
Several incidents have
occurred due to the
improper element as
well as a service
capability.

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and Eikebrokk 2014).
It is helpful assuring
future capacities as well
as performance and
service capacity
management. It can
predict, control as well
as manage capacity
along with
performances of several
operational services. In
addition, it consists of
initiating reactive as
well as proactive actions
to assure sizes along
with performances that
can meet the agreed
targets. However, the
capacity management of
the elements, use as
well as performances of
individual IT elements
along with OT
resources. In addition,
the capacity of
management reporting
The exactness of the
capacity forecast
Capacity adjustments
Distinctive unplanned
adjustments of the
capacities
It indicates derivation of
several developments of
the capacity from the
actual course that has
been predicted at before.
It has included
adjustments in the
elements as well as
service capabilities as
there is change is
service capabilities for
having a change in
demands.
It includes several
adjustments to the
elements or service
capacities bottlenecks.

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is considered as the next
phase having an
objective in order to
provide service
management procedure
as well as IT
managements associated
with the performance.
Time of resolution of
several capacities
storages
Capacity resources
Percentage of
monitoring capacity
It consists of the
resolution time of the
determined capacity
bottlenecks.
It involves a percentage
of the reserves in the
capacity at proper of the
maximum as well as
normal demands.
It consists of the
percentage of the
infrastructure as well as
service elements within
the process of
monitoring capacity.
ITIL KPIs
Availability
Management
Availability of ITIL
management has been
assured application
systems in order to
remain available. It also
Several numbers of
implemented preventive
measures
It consists of prevention
of security measures
that are implemented
correctly to detect
security threats.

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ensures everything that
keeps the service level
agreements. Also, it
provides that proper
framework would be
helpful to get the
process useful. The
management has
reviewed business
procedures (Renault et
al. 2015).
The first stage
incorporates the
outlining security
controls. The goal to
create legal hierarchical
and specialised
measures for
guaranteeing
accessibility, security,
trustworthiness and
classification for
organisations
management,
information, data and
Duration of
implementation
Number of several
security incidents
Several major security
incidents
There are several
numbers of security
tests
It consists of the
duration for detecting
security threat to deploy
appropriate counter
measures.
It includes several types
of security incidents
with the help of several
categories of security.
It consists of detected
security cases, which
can be categorised into
various categories.
It consists of several
pieces of training as
well as tests required to
conduct.

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assets. The following
stage is trying the
protection to ensure that
each security
instruments have been
subjected to legitimate
testing. The next stage
is overseeing security
management for
distinguishing and
battling interruptions
and assaults and
limiting harms that have
been caused by security
ruptures. The following
step is security audit
that aides in verifying
that security strategies
and measures have been
by different hazard
discernments. This has
been from the business
side of Zurich and
confirmed the plan. It
measures have been
tried and looked after
Several detected
shortcomings that the
security tests go on
It concludes
shortcomings under
security mechanisms
that is detected as the
tests go on.

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every day. Concerning
this, some more
components are should
have been
comprehended. These
are security, ITSCM and
accessibility plans. The
incorporates plan for
consistent testing of
security, coherence and
accessibility
components. It has been
estimated mutually
through data security
management, IR Service
coherence and
accessibility. In
conclusion, the
relationship and
occasion separating
rules should have been
comprehended. This is
utilised for deciding if
time has been
fundamental and settling
on legitimate reactions.

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These things have been
utilized commonly by
different occasion
observing frameworks.
Here a portion of the
principles has been
characterised at the
phase of the
management plan. For
instance, Zurich can
guarantee that the
occasions have been
activated at the required
management
accessibility has been
imperilled.
2.2. Execution of service life cycles of Zurich:
Service management department has to decide if they have to move towards SD and Service
Designs for the new managements. At that, the point they should observe what has been will resemble.
Next, the designs, forms, estimations, measurements, apparatuses and arrangements that are expected to
used to deal with that are to be discovered (Cortina et al. 2016). Next, they have to go to Service
Transitions that have been affirmed for the progressions, discharging and sending. This additionally
encourages catching information to change the new managements towards live activities and live

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conditions. After this management task of it has been expected to help and run that management at that
particular point.
In addition, Zurich must remember that IT management have had lifecycles like items and
procedures. AlShathry (2016) stated that the ITIL service management, service lifecycles has been
characterised for portraying the method concerning how those managements have been kept up and
started. Here, without those lifecycles, the managements have not been able to execute and dealt with
viability and productivity.
Thus, the majority of the means ate between connected to different phases of management
arranges as choices are made under the stages. These should have been lined up with various vital
destinations of the managements. Here, the consistent management change stages have been concealing
each sort of steps under the model of ITIL Lifecycle (Koschmider et al. 2015). In addition, the
management of the organization has been endeavouring to enhance the management forms from service
systems ideal for the management activity organises that are shown beneath.
Service Strategy:
It has been focus point to improve ITIL strategy for the organization (El Yamami et al. 2017).
The business techniques and goals must be kept lined up with the long-haul vision of Zurich's specialist
organisations. Aside from this, business goals of Zurich's IT specialist co-ops must help different IT
procedures. These designs have had a place with the underlying phase of ITIL Lifecycle of management.
Service Design:
Service design is the second stage of the process (Thaler et al. 2014). At this stage, the
management proprietors have been outlining managements that can help best diverse enjoyment clients.
Further, at this stage, there must be tender loving care and prescience the essential achievement factors.