ISEM 570 Homework 3: Analysis of ICT Tool Impact on Service Transition

This homework assignment analyzes the impact of ICT tools on Service Transition, focusing on Change Management processes within the ITIL framework. It presents two case studies: the deployment of IT Service Management in Australia and an investigation of the IT Service Change Management Process. The assignment details the implementation of change management strategies, including Socio-Technical Systems (STS) approaches and the adoption of ISO/IEC 20000 standards. It discusses challenges such as unsuccessful ITIL deployments, lack of unified change management methods, and issues with knowledge sharing. Furthermore, the assignment explores the classification of Request for Change (RFC) types, including routine, standard, and normal, and the standards used such as British Standard 15000. The analysis highlights the importance of organizational change strategies and the impact of ICT tools on achieving successful service transitions, providing valuable insights for IT practitioners. References are provided in APA format.

Running head: IMPACT OF ICT TOOL
Impact of ICT tool
Name of the student:
Name of the university:
Author Note

1IMPACT OF ICT TOOL
Abstract
The following study makes a demonstration of implementing change management for two case
studies. Next, the challenges are discussed witnessing the deployment of change management. Then
an evaluation is done as per the RFC classification.

2IMPACT OF ICT TOOL
Case study: “Deployment of IT Service Management at Australia”
The case study makes a research to deployment of BPR and ERP who are implementing the
formal type of change management strategy. For this an STS or Socio-technical Systems is included.
This can assist the likelihood of successful deployment. The case study helps in analyzing
organizational change strategies while deploying ITIL. The ITI STS Organizational Change model
lies on the basis of relationship between the STS components and effects of success of ITIL
deployment. This is helpful for the practitioners with the actually planning for deploying ITIL to
achieve successful results.
Regarding the ITIL implementation, the ITIL STS Model of the organizational change has
been generated providing the planning and the overview of the main decisions to be performed. It
has the resultant activities against the modifications to STS components.
Regarding the challenges there are unsuccessful ITIL deployment that has prevented to
understand the strategies of organizational change. Apart from that, a high rate of the ITL
implementations that are meeting the expectations is seen to be faced. Moreover, the measuring of
the success of ITIL deployment. Here, a constant success measure is not been determined.
As far as RFC’s are concerned the implementation is to implement integration and change
indicating to move the development to common routine. Here, the standard is British Standard
15000. This standard lies on the basis of ITIL and this specified the process forming the ITSM
framework. The normal work location in the research for the participants are Sydney and Melbourne
(Blumberg, 2016).

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Case study: Investigating IT Service Change Management Process
The primary contribution of the study is exploring the adoption of the ISO/IEC 20 000
service management standardApart from that the research also determined the kind of issues
regarding the transition process from conventional to service oriented type of change management.
From this study, the data is gathered through the case study research method.
The interview outcomes shows that fact that there are various process for implementing the
changes. Implementation of the changes are situated at various places like email messages, persona
documents, back office systems, web sites, program codes and operation management tools.
The various challenges observed involve the lack of unified methods of change management,
lack of centralized point for the change requests, poor documentation regarding how to record the
changes, lack of resources and the service desk tool is unable to deliver sufficient support related to
change management at that time. The service desk tools that support the recording of the service
requests along with the part of RFC has been logged to the tools.
The company has documented and panned the process of change management as per the ISO
20 000 and the ITIL concepts. Here, there has been issues regarding knowledge sharing on the
implemented or planned changes. This indicates to the point that every RFC must be kept within the
service desk tool rather than the private files for developing the availability of data (Cots &
Casadeus, 2016).

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References:
Blumberg, M. (2016). Implementation of IT service management in Australia: case studies focusing
on organisational change strategies (Doctoral dissertation, University of Southern
Queensland).
Cots, S., & Casadeus, M. (2016). ISO 20000 service management standard: Motivations and key
factors to implement. In Conference: 2nd International Conference on Quality Engineering
and Management.