Comprehensive Report: ITSM Strategies and Processes at NNIT

This report provides an overview of IT Service Management (ITSM) practices within NNIT, an international IT service provider. It begins with an introduction to ITSM and its importance for NNIT, highlighting the need for structured IT activities and alignment with customer needs. The report then delves into the significance of ITSM, covering technical services, internal data transmission, and control over IT activities. The report further explores the ITIL processes, including service strategy, service design, service transition, service operation, and continual service improvement, and their application within NNIT. Furthermore, the report discusses the difference between the service catalogue and the service portfolio. The report concludes by examining the importance of IT service management for NNIT, emphasizing best practices, activity management, increased productivity, and integration and coordination. The assignment aims to provide a comprehensive analysis of ITSM implementation and its strategic value for NNIT, a major player in the IT service industry.

IT Service Management

Table of Contents
INTRODUCTION...........................................................................................................................3
PART 2............................................................................................................................................3
Importance of the ITSM an NNIT..............................................................................................3
PART 3............................................................................................................................................5
ITIL processes.............................................................................................................................5
PART 4............................................................................................................................................9
Service strategy...........................................................................................................................9
PART 5..........................................................................................................................................11
Service Portfolio Tool...............................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Management of the activities which are related to the IT services of an organisation to
attain the organisation goals (Bezuidenhout, Muller and Jooste, 2011). It is a structured process
which determines the success of a company to make better workings as per the needs of the
targets. It is essential for the organisation which are working in the modern corporates rivalries
market, they have to sustain their productivity by aligning their IT services with the needs of the
customers to make a better products and services, by which an organisation can deliver valuable
outcomes for their targeted markets. The present report is based on the NNIT which is an
international IT service provider, the company is located in the Denmark. They are outsourcing
work in IT consultancy, life sciences and finance etc. The present report is discussing on the
significance of the ITSM, ITIL processes, service strategy which is a core part of the ITIL
service life cycle. A difference between the service catalogue and service portfolio is containing
this report. Different ITSM tools will be discuss on this which can help to the organisation for
the portfolio management.
PART 2
Importance of the ITSM an NNIT
As the NNIT company is working in the IT services so it is very essential for them to
make a proper Information Technology Service management. Most of the activities of the
organisation is based on the IT management so it is essential for the organisation and their
management to make a proper structured IT activities (Zurich, 2017). As the organisation is also
providing IT solutions to other companies so they have to maintain the standards in the
management of the IT services. Some of the points are here which help to explain the
significance of the ITSM for he NNIT;

Technical services: As the company is working in the IT sector so it is essential for them to
provide an appropriate management. Mainly IT service management focus sharing of the data
and information in the internal departments and as well as it helps a lot of the organisation to
make communication with the clients. So it is essential or the organisation to make a proper
management of the IT services. It helps a lot to the company to provide an appropriate technical
services for their clients by which they can make a better position in the market.
Internal transmission of data: It helps a lot to the organisation to make a communication to
provide a better solution to the clients. As the NNIT is having various departments and they are
having their own roles and responsibilities in the organisation so it is essential for them to make
a proper communication and discussion on the problems and issues facing by the clients (Krutz
and Vines, 2010). The IT SM provides a medium to them to make a better communication,
transmission and transformation of the data and information in the different departments.
Control on the IT activities: It provides a control on the IT activities by which organisation can
make a better service for the customers. As they are mainly working in the IT sector so it is
essential for them to make a proper control on the IT services by which they can make better
services for the customers and as well as it can help to them to manage the cost efficiency.
Separation in the work: They are using outsourcing method to take work from the different
nations, it helps them to maintain the standard in the profits and revenues. So it is essential for
the NNIT to make separation in the information and data (Tucker, 2013). It can help to the
company to make a better services for the clients companies by which they can ensure the
successful work on the demands of the customers company. It helps to the company to avoid the
collusion situation of the data, it is worst condition for the company when they got the mix the
data of different clients. It decrease their goodwill and as well as it decrease their own
performance level.
Some of the points are here to explain why ITSM important for the NNIT;
For best practice: IT service management is essential for the organisation to make a best
practice of the work in the favour of the client by which they can ensure to their customers to
provide a better work as per their expectations. Customers are having a expectation for their
work and which they explain to the NNIT also, so it is necessary for the company to make a
better work as per the expectation and demands of the customers.

Manage activities: It helps to the organisation to manage all of the activities in aligned process
and manner so it is essential for the organisation to make a better IT service management in the
organisation (Heizer and Barry, 2013). Data transferring has to be in a flow which can help to the
different department to perform their work on it and as well as it can help to the company to
make a better service accordingly.
Increase in the productivity: It service management emphasis on the performance of the
departments and as well as on the individuals on the targeted work so it is essential for the
organisation to make a better IT service management which can help to them to improve the
productivity of the employees.
Integration and coordination: It has a huge importance in the organisation to make a better
services for the customers, it emphasis on the integration and coordination of the employees and
departments which can help to the company to make a better work on the customer's
expectations of the company (Cai, Zhang and Zhang, 2011). NNIT is having different processes
in the organisation which are related to the problem management, incident management so it is
necessary for the organisation to make a better integration in the work and as well as co
ordination in the work is necessary for the company to make a better services for the customers.
PART 3
ITIL processes
In every business there are some technology they have been used. With out the
technology no body will make the business in the market. The technology have helps in survive
in the market. These will make the development and growth in the organisation. The working in
the organisation will become fast and effective. This will give the good result in the business.
NNIT is the third largest IT services in the world. They work on the development on the IT
(Information technology) sector (Erickson and et. al., 2012). So it have to manage the
performance of IT in the organisation. ITIL stands for the informant technology infrastructure
library . This is the part of the is the part of the ITSM practices this will describe the procedure ,
checklist and task not of the organisation and specific. This is use by the organisation for miking
the lower level of the competency in the market. This will help in showing the lay of land. The
natter way to know by the lay of lend in map. There are some process that have been use in the
ITIL in the NNIT

IT Stage Process
Service strategy Management of strategy fir IT service
Portfolio service management
Management of demand
Management of financial for IT service
Relationship management of business
Service design Coordination of design
Catalogue management of service
Level of service management
Management of risk
Management of capacity
Management of availability
Continuity management of IT services
Security management of security
Management of compliance
Management of Architecture
Management of supplier
Service transaction Management of change
Evaluation of change
Management of project
development of applications
Release and development management
Testing and validation of service
Configuration management and service asset
management
management of knowledge
Service operation Management of event
Management of incident
Fulfilment of request

Management of assessing
Management of problems
Operational control of IT
Management of facilitates
Management of application
Technical management
Continual operation Review of service
Evaluation of process
CSI initiatives defecation
CSI initiatives monitoring
This the process that have been followed by the company. This will halp in getting the
effective achievement of their goal and objective in the IT sector. This will help in managing the
company IT performance (Talk, 2016). This is the oldest and effective process in the
environment of IT sector. There are five stage on which the process have been set. This stages
come in the life cycle of the ITIL. The description of these stages are as follows:
 Service strategy (First stage): In this strategy have been formulated and define. The
strategy have been maintained and then this strategy have implemented. There are some
principle and guide lines that have been given according to that the strategy have been
formulate. The strategy have been made for the services that haven provided to the
consumer in the market. The guidelines have been given by the government , compliance,
legislation and some other culture principle and guideline of the organisation translation.
It is based on the sound understanding and services that have been offered to the
consumer in the market. This will help in increase the economic life of the services in the
market. This strategy help to know that organisation staffs and department are supporting
the business or not (Badinelli and et. al., 2012). This will help in handling the risk of the
service portfolio. This will help in analysis the cost of the service. Their main motive is to
improve the service in the organisation.
 Service design (Second stage): In this stage the strategy have been converting in to the
reality in the organisation. By using the effective method of design and development.
This will help in develop the service in the market. The new service can offer the
reliability to get the common and similar services to the consumer, this will be done for

understanding and translating the requirement of business and providing the effective
services to the consume as per their requirement upon the implantation of services. This
will not limited to the new services in the market of the company. IT help in change and
improvement as per the need of the consumer and maintain the customer of the service in
the market. This will help in increasing the continuity of services. Improvement has been
don as per the need of service hour and service level (Akinlar and et. al., 2010). The
change have been required for the new conformance standards and regulation are main in
the market. For service the change have to be done very effectively.
 Service transition (Third stage): In this stage the design and development the activity
have been completed. This is the stage where the service have been transact to the
consumer. This will full fill the gap between project and operation more effectively. This
will also improve the change that have been dome on the live services to the consumer.
This will full fill the gap between the transaction of services between the customer and
service provider (Heinonen and et. al., 2010). This will make the control of the service.
This will bring all the assets of service with together and that will be ensured and tested
together. This focus on the quality and control of the delivery of the service that have the
change into service operation's. This will give the effective time and quality for the life
cycle. This will reduce the unexpected variables in the delivering of the live service to the
consumer.
 Service operation (Fourth stage): In this operation team have to manage the services.
The operation team have to make the stable services to the consumer. They will provide
the ongoing support unit. They will also strongly influence the business growth of the
service that have to bee revived by the consumer. The key part of the service deck have
been managed by the support incident t manager. He had to manage the incidences
effectively. And full the request of the user. This will get the feedback and satisfaction of
the user (Grönroos and Ravald, 2011). He comes in the business support and
administration team. But in the IT there are application management and technical
support team that will handle all the incident effectively.
 Continual operation (Fifth stage): This is the stage where all the four stage have been
evaluate and analysis the development. This will show the life cycle of the ITIL. This

will shoe the result about the life cycle and make help in making the effective life cycle
net time. This will shoe the problems that have to bee solve in the IT sector.
Basis of the case of the NNIT there are needed of the development of ITIL in the
company. This will make the Effective development. This will help in capitation the market with
the top two leader in the market. This is some thing that their will help in achieving the objective
and effective goals of the organisation. There are several process that e have been in the life
cycle. Every process have been is important in the life cycle this will make the development in
services that have to be use by the user (Iden and Eikebrokk, 2013). That is most impotent to do
the effective process of the ITIL there are five stages in the life cycle of his. The service design
has to be done very effective by the NNIT. The NNIT have to make the proper processing of the
design in the services. Because the consumer are depend on the service of the company only.
This will reduce the issues of the service and make the effective service that will affect the
consumer to consume that.
There are several advantage so making the ITIL effective. This will make the strong
alignment in between the business and IT, improve the service that have to be delivered to the
user , provide the customer satisfaction (Lucio-Nieto and et. al., 2012). Reduce the cost through
the resources and improvement. It will increase the visibility of cost of IT and assets. Better
management of business risk.
PART 4
Service strategy
Service catalogue: It is related to the lists which are having all the details products and services
which are provided by the IT departments. It is having a mainly two types of the products which
are related to the hardware and software so it is essential for the company to make a better
service catalogue. It can help to the company to make a better communication with the customers
and as well as it can help to the company to make a better service as per the customers
requirements (den Hertog, van der Aa and de Jong, 2010). Mainly the service catalogues are
provided on the websites which can be used by the customers to select the choice of the products
and services according to their needs. It helps to the customers to enquire the services and as well
as it can help to the company to provide the information to the customers about their products

and services. As the NNIT is working in the IT solutions so they can give a better information to
their targeted customers by making an appropriate service management.
Service Portfolio: It contains all the details of the products and services which is provided by the
IT company to the customers. It is a list of the products and services which has to be retired and
new upcoming products and services of the company. As the NNIT is working in the IT sector so
it is essential for them to provide information to the customers by the service portfolio
(Bezuidenhout, Muller and Jooste, 2011). It can help to the company to generate the demands in
the customers and as well as it can helps to the company to take suggestions and
recommendation of the customers on a particular products and services.
These bot are having a huge differentiation which are given below under the following
points;
Focus: Service catalogue is having focus on the present time on the other side service portfolio
is having it's focus on the past and future projects. Service catalogue is a type list which shows
that which types of products and services company is providing to the customers which is
essential for the customers (Zurich, 2017). On the other side system portfolio is provide
information of the upcoming products and services of the company by which they can generate
the demands and make a lead on the customers.
Queries:Service catalogue is having an information about the products and services which are
company offering in the present so it is having less queries from the customers but on the other
side customers are having more queries regarding to the products and services which are closed
and which are coming in the future so the service catalogue provides more queries from the
customers which helps to the company to make a better communication with the customers on
the queries which helps to the company to make a lead on the customers.
Changeable:As the company is working in the IT services so it is essential for the company to
make a better services for the customers. Modification is a necessary element for the company by
which they assure the success of the work for the particular customer (Krutz and Vines,2010). As
the service catalogue is having all the informations which are related to the present products and
services of the company so they can not make changes in the service catalogues and as well as in
the products and services. But on the other side service portfolio is having a chance for the
company to make changes in the products and services. The management of the company can
make discussion on the products and services by which they can assure the success of the

products and services for the targeted customers. Modification are having a potentials of the
success for the company so it is essential or the company to make a better services by making
interactions and communications with the targeted consumers (Tucker, 2013). Each and every
clients is having specific needs which have to be implemented by the NNIT in the IT solutions so
they have to make a proper discussion on the topic with the customers.
Some of the main factors are which can help to the NNIT to implement service portfolio:
Information of the customers: It is essential for the company to make a better communication
with the customers on the upcoming products and services by which they can increase the
effectiveness for the customers and as well as it can help to the company to improve their level
of working of the company.
Performance of the organisation: It is essential or the company to improve their performance to
provide better activities for the customers (Heizer and Barry, 2013). So this performance factor
can help to the company to make a better implementation of the service portfolio for the
company.
PART 5
Service Portfolio Tool
At the time of the planning and designing the service portfolio it is essential for the
company to use a better tools of the ITSM by which they can make a better service portfolio for
the customers. The NNIT is taking work from the outsourcing so it is essential or the
organisation to make changes in the service portfolio which can help to the company to provide a
detail of the work in which they can make their services in their future (Cai, Zhang and Zhang,
2011). Some of the tools are here which can be used by the company to make an effective
service portfolio for the company by using the ITSM tools;
Samanage: It can help to the company to make a proper IT service management, it helps to the
company to make a better work on the problems and issues facing by the organisation. By it
company can provide a base to the customers where they can put queries and information, it can
help to the company to make a better modification in the upcoming products. effectiveness of the
products and services is an essential element for the organisation by which they can ensure their
success and as well as it can help to the company to make a better modifications as per the
requirements of the targeted customers (den Hertog, van der Aa and de Jong, 2010). It provides a

visibility to the customers and the management also which can help to the company to make
a ;proper and appropriate discussion on the particular products and services.
Cherwell: It helps to the organisation to make a modification and changes in the IT system
management, it can also helps to the company to make a better service portfolio to make an
automatic update of the system portfolio as per the needs of the company (Erickson and et. al.,
2012). NNIT can use the Cherwell in the codeless integration of the IT system management by
which management can connect their devices by software which can help to the company to
make a proper communication with the customers and as well as it can help to the company to
make an appropriate changes in the service portfolio.
SpiceWorks: It provides a software by which the company can provide help desk, mobile help
desk to the customers, where they can put their queries and as well as it can help to the company
to establish the communication with the targeted customers which can help to the company to
make a better services for the customers (Talk, 2016). As the NNIT is working in the IT sector
and they are providing solutions to the clients so it is essential for the company to make a better
communication with the customers. Service portfolio is having a chance to make modification so
NNIT can use this tool of the ITSM which can help to them to make a discussion on the
upcoming products and as well as it supports to the company to improve their effectiveness for
the customers as per the needs and demands of them.
CONCLUSION
The above presented report has been concluded about the Information Technology System
Management in the NNIT. It is having huge significance for the company to manage all of the
activities and improve productivity of the organisation against to the customers needs. NNIT has
more responsibilities in the ITSM sector because they are also working in the IT sector so they
have to make a proper implantation of the IT system management to improve their effectiveness
for the customers. They have to use Cherwell which can help to the company to make a better
codeless connections in the different hardware and software.