EIS850: ITIL Lifecycle Applicability for Microsoft Managed Desktop

This report assesses the applicability of the ITIL lifecycle to service management processes and practices, specifically within the context of Microsoft Managed Desktop. The analysis covers various phases of the ITIL lifecycle, including Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Each phase is examined to identify what processes are in place and what needs to be developed to enhance service management. The report also includes a risk assessment of service management processes. The document outlines the current state of ITIL service life cycles, and references to the Microsoft Managed Desktop features. The report also provides a detailed overview of various processes such as Service Catalog Management, Service Level Management, Change Management, Incident Management, and more, providing insights into how these processes are currently managed and areas for potential improvements to enhance the quality, efficiency, and effectiveness of IT service delivery.

Running head: APPLICABILITY OF THE ITIL LIFECYCLE
Risk Assessment of Service Management Processes and Practices (Phase 2) (TBD)
Name of the Student:
Name of the University:

1APPLICABILITY OF THE ITIL LIFECYCLE
EIS850: Unit 2 IP
Phase Process What is in place? What needs to be developed?
Service Strategy
Strategy Management
for IT Services
Maintaining plans of the
organizations with regards to
services as well as
management
Development of resources and
investments to achieve business
strategy
Service Portfolio
Management
Assembly of initial service
design package for each of the
services in Microsoft Desktop
Monitoring of operational
services
Financial Management Controlling financial activities
like funds and procurement
 Better decision making
 Access to real time data
to take financial decisions
Demand Management Managing demands for the
products as well as services
 Improve over accuracy of
product forecast
 Optimization of labor
management
Business Relationship
Management
Supporting the business
networking activities
Required to develop customer
relationship management to
manage customer services of
Microsoft
Service Design

2APPLICABILITY OF THE ITIL LIFECYCLE
Service Catalog
Management
Maintaining the service catalog
offered by Office of
Information Technology
Details regarding what is
required to be operated in
services
Supporting sales as well as
delivery of the IT services of
Microsoft
Supplier Management Received the money value that
organization spends with
suppliers
Change in process to work with
the suppliers for making
improvement in business
performance
Service Level
Management
Response time for the incidents
are provided
Supporting the business
processes
Availability
Management
Microsoft Managed Desktop
analyzes, measures and
modifies all aspects of
availability of the IT services
Developing IT infrastructure and
processes
Capacity Management Maximization of the business
to its activities as well as
output of their production
 Require more respond to
business requirements
 Managing resources
IT Service Continuity
Management
Collecting policies and
procedures of Microsoft to
improve their system failures
occurred
 Improving resilience to
incidents
 Ensuring critical services
Information Security
Management
Implemented to protect
confidentiality and integrity of
Limiting impact of the security
breaches in Microsoft Managed

3APPLICABILITY OF THE ITIL LIFECYCLE
their assets from being threats
Security policies on
configuration of devices
Desktop
Design Coordination Coordinating all activities as
well as resources of service
design
Designing of new IT services
and changes in existing designs
(adapted from itSMF, 2012)
Phase Process What is in place? What needs to be developed?
Service Transition
Service Asset &
Configuration
Management
Data on the deployment of
system
Improvement over management
of IT service cost of Microsoft
Managed Desktop
Change Management Implementation of changes in
computer system
Minimization of resistance to
change
Release & Deployment
Management
Deployment of new software
as well as hardware in live
environment
Delivering of services to the
customers on short period of
time
Knowledge
Management
Service related data of
Microsoft Managed Desktop
are updated on daily basis
 Improving over
organizational agility
 Quick to problem solving
 Better communication
plan
Service Operation

4APPLICABILITY OF THE ITIL LIFECYCLE
Event Management Monitoring of devices of
Microsoft Managed Desktop
 Monitoring of business
operations of Microsoft
Managed Desktop
 Security measures of
confidential information
Incident Management Collecting data of incidents to
avoid upcoming reoccurrence
 Maintenance of service
levels
 Meet needs of IT service
accessibility
Problem Management Managing problems happened
in IT services of Microsoft
Managed Desktop
Development of documentation
Request Fulfillment Managing lifecycle of the
service requests
Require more admin support to
fill service requests
Access Management Right to use services with
prevention of unauthorized
usage of customer services
 Improvement over user
experiences
 Enhancement of security
profiles
Continual Service Improvement
7-step Improvement
Process (identify, define,
gather, process, analyze,
present and implement
improvements)
 Report on the service
improvement
 Reducing cost of IT
service provider
 Improvement over the
quality of IT services
 Documentation
improvement

5APPLICABILITY OF THE ITIL LIFECYCLE
 Improve over cost to
deliver IT services
(adapted from itSMF, 2012)
Reference
itSMF. (2012). An introductory overview of ITIL® 2011. Retrieved from http://www.best-
management-practice.com/gempdf/itSMF_An_Introductory_Overview_of_ITIL_V3.pdf