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.

2MANAGEMENT OF IT SERVICES
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

3MANAGEMENT OF IT SERVICES
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.

5MANAGEMENT OF IT SERVICES
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.

8MANAGEMENT OF IT SERVICES
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.

9MANAGEMENT OF IT SERVICES
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.

10MANAGEMENT OF IT SERVICES
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.

12MANAGEMENT OF IT SERVICES
Accordingly, it has been crucial to realizing that the best possible group is assigned to send those phases
of different lifecycles of ITIL management.
Service Transitions:
The procedures and services are effectively designed, which are transitioned to several recent
scenario. It is one of the main stages, which includes developing procedures as well as services provided
to the customers (Iden and Eikebrokk 2017). It is vital to test every possible case, which are arising
under the live environments. It is assured that the projects are helpful to develop the procedures as well as
services given to the customers. It is ensured that there is a rising issues under the glitches present as the
consumers started to use the services. Thus, thoroughness is considered as the key of ITIL lifecycle.
Service Operations:
The fourth stage of the service lifecycle is service operation. As Zurich, there is change process as
well as services for live scenarios. In addition, the procedures, services as well as management and
customers are known at each of the service operation life-cycle stages (El Yamami et al. 2016). The
service owners are accountable to perform service. It is required to ensure that the customers are satisfied
with the services. However, the major problems are reported in this. Thus, the service owners need to
assure that the organizations are complied with agreements.
Continual Service Improvements:
It is considered as one of the most important stages and processes that are required to implement,
designed as well as planned. It is required to determine that initial targets are fulfilled properly. On the
other hand, better service management is required for progressive controlling as well as monitoring of
several services. Hence, like other stages, ITIL lifecycle is linked properly and service strategies. Thus,
KPI of Zurich needs to be properly placed in order to determine if the service is running optimally along
with service owners. They are running the process optimally and the service owners are assuring specific

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services to be compiled with strategic targets, which are linked to particular IT services. As the
predetermined expectations as well as targets are encountered. In this perspective, the targets are set as
well as service management with the aim of research. In addition, development of ongoing process is
aligned with the business strategy. Each of the stages involved in the lifecycle can be managed properly.
It is also important to ensure that the service of Zurich is ensured with the service. ITIL lifecycle makes
the process accessible with the service solutions that are aligned with the services. It is considered as
continuous nature of several continual service enhancement stages of ITIL lifecycle related to the
services. In this perspective, it is required to ensure the service and become more profitable business.
This must guarantee that enhancement should be possible according to the execution of the
management that should have been finished (El Yamami et al. 2017). Further, there has been ensuring
that the management must develop continuously to service winding up increasingly gainful in due time.
2.3 Service improvement Vs Process improvement:
It is important to process service improvement and process enhancement in the organization. It
has an important role in business towards ITSM as well as IT service management. In addition, there is a
range of evaluations of the products in order to measure maturity of ITIL procedure. In addition, it is
important to create idea in order to compare the process. There is long range of analysis
Additionally, nonstop management change has been dependably the best practice for Zurich to
accomplish the incremental and expansive scale improvements according to as operational efficiencies,
service characteristics, and business coherence is concerned (Behari et al. 2016). It has been
guaranteeing that management portfolio travel through the adjusted business objectives. Further, there has
been the direction to interface the endeavours of changes and results with service technique, outlining,
advances and task management (Marrone et al. 2014). This has acclimatised the strategies, rehearses,
standards of ability enhancements, change management and quality management.

14MANAGEMENT OF IT SERVICES
The process of making continuous management change is utilising techniques from quality
management in order to take past failures and success. The ITIL CSI lifecycle stage has been pointed for
the steady improvement of the productivity and adequacy on the off chance that IT management and
procedures (Orta et al. 2018). This has been by the possibility of continuous advancement that is
observed to be embraced in ISO 20000. This CSO has always been creating productivity and viability of
procedures and management. As per ITIL 2011, the primary procedures that are the piece of management
changes are examined beneath. Zurich does the tasks perfectly optimised for the requirements of the
organization. It is considered as the concern of ITIL. There is an important impact of the process are not
only concern of ITIL. It is the aspect required to recognize at daily lives. Thus, the equivalent of the
process is under the ITIL model to Zurich in order to think that what is required to do and how it could
be done. This is looked into the ITSM procedure as well as enhances all. On the other hand, it can
indicate that the level of maturity of ITIL process as well as developing higher value.
It is the place where CPI or continuous process enhancement lies. It is helpful for the organization
too gain competitive advantages. On the other hand, it is not providing benefits in business according to
the process and make the process unable to answer the reason. Hence, without understanding the process,
Zurich cannot perform effective service plan for service development. Thus, Zurich has discovered
procedures that have been achieved better required for the organization.
Service review:
Ali (2014) stated that it has been checking on business management and different framework
services consistently. Here, the point of the procedure has been to create service quality at whatever point
required and to perceive more monetary approaches to convey services wherever conceivable.
Process assessment:

15MANAGEMENT OF IT SERVICES
This is expected to look at forms consistently. It has incorporated the distinguishing proof of
zones where the focused on process measurements are never come to (Mesquida et al. 2014). This
likewise incorporates holding of standard benchmarking, development investigation, surveys and reviews.
CSI activities:
This has been expected to characterise specific events that have been pointed towards creating
procedures and managements. It has been by after effects of process assessments and management audits.
Here, the results have been inside sought after by the specialist co-ops for their service, and this needs the
participation of clients. On the other hand, it is required to make the process effective for the
organization. It is important to understand that Zurich cannot perform the service an enhance it. There are
several cases where several cases seek that they have not understand to the some aspects that are not right.
Thus, Zurich has discovered procedures that is not required in the process. In addition, there has been one
of the most weakest link under the service management. Thus, there is no actual advantages for
maintaining the strong links. It could happen through saving money through telexing performance levels.
Controlling CSI activities:
It is intended that verifying the initiatives has been progressing according to the plan. It indicates
the introducing appropriate measures if required.
For this part keeping in mind the end goal to demonstrate that the management change isn't
simply equivalent to the procedure and is more critical than that, we are thinking about the contextual
analysis of University of Birmingham.
 In request to proficiently oversee real occurrences
 Easily actualize change management for any sort of task or process change
 Utilization of existing quality structure for enhancing the procedures and also benefits.

16MANAGEMENT OF IT SERVICES
 Introducing client centered management culture through staff mindfulness.
Process change is a piece of the consistent management change cycle
Management change through the ITIL usage must focuses on upgrading the capability, enhancing
the ampleness of the reaction and enhancing the cost of the managements and additionally the
streamlining IT benefit management forms. Extraordinary compared to other route is to ensure that open
doors are perceived all through the entire management lifecycle. The fundamental part of CSI (Continual
Service Improvement) is to always oblige and re-suit IT managements to the changing needs of the clients
by perceiving and realizing moves up to IT benefits that assistance the hidden business.
Ceaseless change of the managements
Execution of CSI (Continuous change of the managements) is conceivable in different ways, and
the correct way is dependent on absolutely what the association is endeavoring to accomplish until further
notice. The degree of CSI address three fundamental regions of IT Service Management:
• The Service Lifecycle
• IT Service Management Processes
• IT Services
The for the, this relevant examination consolidated certain limitations. In the first place, with
respect to internal information authenticity, data was accumulated using subjective look at systems
(Hurteau et al., 2014). Quantitative systems, for instance, a client dedication audit on advantage work
zone could have given a wealthier view on the association. In any case, the subjective relevant
examination procedure is suitable to investigate business process-related challenges in legitimate setting.
For the college execution of ITIL improved its nature benefits that it gives to its guests and
understudies. Offering incredible and tried and true IT managements gives the association chances to

17MANAGEMENT OF IT SERVICES
improve their activities demonstrate identified with the managements they gave to the understudy and
different clients of the IS. After the execution of the enhanced ITIL process, execution of the everyday
tasks was moved forward. People in the segments get particular errands and their part all the while.
Information base is utilized and assisted the association them with comprehending diverse issue
and episodes on first level help from the procedure. For each actualized IS technique there are Key
Performance Indicators (KPI) which has all the earmarks of being useful in the method execution
achievement estimations. These useful results realized better illustrative satisfaction and changed culture
of the association. Also, IT division in the college ends up being progressively sure about its ability to
modify with the its functionalities, to suit changes, overseeing and checking of the dangers and pass on
enhanced managements.
The quality comments for the managements that are joined as feedback from events that have
been closed are consolidated into the month to month-to-month benefit report. Feedback is generally from
the yearly University Survey and the National Students Survey. Focal experts form audits to control the
number event and the arranging of surveys. There is an essential from the new management programming
to have the ability to do make up for lost time with an individual release or then for a short time period to
empower review and connection with add to persistent change of the managements.
The accompanying are the principle contentions that separate the procedures from benefit
enhancements, the fundamental estimations at the base will be part estimations, for instance, server
availability, application openness, arrange openness et cetera. These part estimations by then ought to be
changed into advantage estimations. The Key Performance Indicator (KPI) line is the place you perceive
the KPIs for an organization for instance, an upgrading the conclusion to-end profit openness by 25%.
The goals or CSIs are your more raised sum targets, for instance, upgrading IT Service Quality,
Enhancing Customer Satisfaction et cetera. By then, you can take your data and make a translation of it
into how the improved organization support no less than one of the four orders of a Balanced Scorecard.

18MANAGEMENT OF IT SERVICES
The development layer is around activity estimations that are as often as possible volume in
nature, for instance, the amount of RFCs submitted, number by require, number by change form et cetera
(Queiroz et al. 2015). The KPI layer is the place you recognize and measure accomplishment, for
instance, reducing the quantity of failed changes considerably. The destinations or CSIs are your more
hoisted sum goals, for instance, upgrading IT Service Quality, Enhancing Customer Satisfaction et cetera.
By then, it can take your data and make an elucidation of it into how the improved organizations bolster
no less than one of the four classes of a Balanced Scorecard.
3. Conclusion:
Change management, issue management and accessibility management strategies are
incorporated into creation and in addition advancement conditions of the association. In assessment of
management, resource and setup are the real methods. It is additionally vital to support benefit
conveyance to the client. PinkSCAN is one of the assessment techniques that is useful to choose the
benchmark procedure. One of its real desire considered in Service Management (ITSM) is building up a
relationship keeping in mind the end goal to confine storerooms and work as a bound together amassing
of accommodating social events with a thought on offering some inspiration as associations to the
business. Normal and reliable system over the relationship in light of ITIL best practices is achieving this
in associations, yet reliably the methodology estimation stays compartmentalized with each strategy in
charge of its own estimations. Process estimations are fundamental to show that an approach is
accomplishing its objectives in a productive and effective way, and best practice underwrites that all
frameworks be quantifiable. The going with arrange is to join these procedure measures in a way that will
engage a relationship to pick the flourishing and abundancy of their general ITSM process confine,
bolster ITSM association, and drive consistent association change. The best system to achieve this is
through an ITSM Balanced scorecard. In this approach, each technique has a strategy of estimations
depicted. Postponed outcomes of these estimations are joined to pass on a general technique score. Each

19MANAGEMENT OF IT SERVICES
subject has distinctive exams that are investigated and the normal of those exams picks your review in
that subject. Around the total of term, the last grade from each subject is melded on the overview card and
might be consolidated to yield a review point normal. In this likeness, the subjects take after the
procedures being assessed, and the exams are the individual estimations inside the framework
Thusly, is the general ITSM adjusted scorecard that can give a solitary summary score sensible
for official association while enabling the capacity to deplete down to inconspicuous segments utilized for
utilitarian and process association. While there can be no set fundamentals for the orchestrating of
studies; the how question can be replied with estimations and estimations. With respect to timing of
audits, factors, asset receptiveness, cost and agitating impact factor should be considered. Different
activities start with extraordinary wants to do run of the mill audits, yet this fall away quickly. This is the
reason the Process Owner must complete on appraisals, get-togethers and reviews. In the event that the
Process Manager feels that audits are a portion of the time or repeatedly then the timetable ought to be
changed to mirror that.
4. Recommendations
This is useful concerning defending, financing, conveying and driving ITIL appropriation.
 Zurich ought to be reasonable concerning the present ITSM process developments and
enhance that continually:
 Zurich much comprehends that the normal beginning stages have been changing and
occurrence management alongside design and change management.
 Assessing innovation after the procedures, individuals and objectives are tended to:
 It must be reminded that having appropriate ITIL has been not the huge supporter of
accomplishment, as if by numerous individuals.
 Zurich must ensure to design past the procedure and individuals based change exercises
alongside innovation usage. Here, the normal mix up has been an arrangement for shorter

20MANAGEMENT OF IT SERVICES
reception window, than it has been practical. This is commonly determined as though
introducing the innovation.
 Consistently speaking with the estimation of ITIL and incorporate the IT and different
non-IT stakeholders:

21MANAGEMENT OF IT SERVICES
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