IT Service Management Report: ITECH7400, Australian Education System

This report examines the implementation of IT Service Management (ITSM) within the Australian Department of Education. It discusses the importance of ITSM for organizational efficiency and customer satisfaction. The report covers the benefits of ITSM, including cost reduction, improved problem analysis, and enhanced service desk efficiency. It details the application of the Agile methodology, continuous service improvement, and the ITIL framework. The study further explores the creation of business value through continual service improvement and customer satisfaction. The development of service management using ITIL phases and processes is also analyzed, including service strategy, design, transition, operation, and continual service improvement. The report also discusses the implementation of improvements through metrics, tools, and IT systems. References to relevant literature support the analysis and findings.

Information Technology
Service Management
DEPARTMENT OF EDUCATION IN AUSTRALIA

Introduction:
 ITSM is crucial for ensuring appropriate functionality and efficiency of
the organizations.
 ITSM implementation technique in department of education in Australia
will be assessed.
 How ITSM can enhance the business proposition of department of
education in Australia will be discussed.

What is ITSM?
 Considered as craft of implementing, managing, and IT service
delivering to fulfil the organizational needs.
 It is an art to make the business run.
 Improves the overall aspects of a business.

Benefits of Implementing ITSM in
Department of Education in
Australia:
 The overall cost for IT operation in education department
of Australia will be reduced.
 Each of the problems in education department of
Australia can be analyzed effectively.
 The overall efficiency of the service desk of Australian
education department will be improved.
 The department of education in Australia will achieve
higher degree of customer satisfaction.

Applying Service Management on
Department of Education in
Australia:
 To implement the ITSM in department of education in Australia agile
methodology will be used.
 Continuous service improvement will be considered for service
management implementation in department of education of Australia.
 ITIL framework will be used for implementing ITSM in department of
education in Australia.

Services for creation of Business
Value in Education Department in
Australia:
 Continual service improvement can
be used by the department of
education in Australia to achieve
business value.
 Education department in Australia
can also use the ITSM for achieving
customer satisfaction which will
provide the business value.

Service Management Development in
Education Department in Australia:
 For developing the service
management within
department of education
in Australia ITIL
framework will be used.
 Five phases and five
processes of the ITIL
framework will be used
for implementing service
management within
department of education
in Australia.

ITIL Phases used for Development of
Service Management in Education
Department in Australia:
 Continual Service Improvement
 Service Operation
 Service Transition
 Service Design
 Service Strategy

ITIL Processes used for Development
of Service Management in Education
Department in Australia:
 Business Relationship Management
 Demand Management
 Strategy Management for IT Services
 Financial Management
 Service Portfolio Management

Planning and Implementing Service
Management Improvements in
Education Department of Australia:
 Department of education in Australia
can implement service management
improvements by introducing metrics.
 Better tool can be implemented by the
education department of Australia for
the implementation of service
management improvements.
 Also, IT system can be included by the
department of education in Australia
for implementing improvements in
ITSM.

Conclusion:
 ITSM is crucial for the current business aspects and organizations.
 Implementation technique for ITSM in department of education in
Australia has been discussed.
 Enhancement techniques for the ITSM has been also discussed.

References:
 Becker, J. (2017). Application of IT Service Management Principles.
 Kaiser, A. K. (2017). Continual Service Improvement. In Become ITIL
Foundation Certified in 7 Days (pp. 209-226). Apress, Berkeley, CA.