CIS3008: IT Service Management Case Study Report - USQ Analysis

This case study report delves into IT Service Management (ITSM) and its transformative impact on organizations. It examines the shift from traditional IT structures to modern, agile frameworks, highlighting the importance of ITSM in improving service quality, optimizing processes, and increasing ...Read More

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Case study

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Table of Contents
Table of Contents.......................................................................................................................2
List of figures.............................................................................................................................2
Introduction................................................................................................................................2
Case Study 1...............................................................................................................................4
Case study 2...............................................................................................................................5
Case study 3...............................................................................................................................7
Conclusion..................................................................................................................................8
References..................................................................................................................................9
Appendix..................................................................................................................................11
List of figures
Figure 1: Relationships between ITSM frameworks and other management standards............8
Figure 2 : IT service, ITSM, ITIL..............................................................................................8
Figure 3: Service Strategy..........................................................................................................9

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Introduction
In this report a discussion is on the behalf of the webinar on IT service management
which deals with the changes in the technology used in organisations in previous areas to
present scenario. Implementing information technology service management in every
organisation is beneficial as it improves the quality of services delivered along with
optimizing the processes by increasing the transparency. It offers various benefits like
customer satisfaction, standardization of services, reducing the downtime of the service and
also contributes in the financial control. In this it is discussed how ITSM supports an
organisation as it is an art of implementing, managing and delivering the services to ensure
that updated technology is used to provide valuable services. ITSM is used as a framework in
a company to accomplish all the tasks and proving benefits of using it. In today’s era, new
technologies and strategies keep on arriving thus it is necessary to adapt to these changes.
Thus change management is discussed and it is stated why it is important to adapt to new
changes. So that innovative ideas are developed and the no challenger is able to beat the
organisation.

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Case Study 1
There are various changes that can be seen in the workplace nowadays. There is a
huge transaction in today’s era from single desktop computer to multiple devices. Gone are
the days were laptops were used but now technology is so advanced that everything can be
accessed on smartphones from anywhere. Previously people use to rely on singular stack but
to meet the expectations of customer’s technology has innovated new ideas by increasing the
demand of services (Bardhan, et. al, 2017). ITSM supports such transactions by designing,
developing and enhancing the way information technology is used in an organisation. It
supports by balancing the value of complexity within an organisation by designing the
process is fast. ITSM is very beneficial in an organisation as it provides a common language
and understanding between individuals (Patsoukis, et. al, 2017). IT service management
intakes the request from employees for better understanding and focuses on increasing the
productivity. It defines the roles and responsibilities to satisfy the need users by detecting the
realistic expectations and solving them. Availability of better IT services in the business
increase the performance by providing better services at lower cost. ITSM has supported
many organisations by reducing the manual labour and completing the work automatically. It
was researched that by adopting the advanced technologies in an organisation, it is easy for
service providers to deliver the services in an effective manner. It has also helped the support
and management team of the company by keeping the backup of data and restoring the
information whenever needed (Saber, Shoar and Khoursheed, 2017). It makes sure that
downtime is reduced and the system is restored quickly without ant loss. Other than that it
can be stated that Information technology service management not only focuses on
development of IT applications but take cares of management of IT services (Axelox, 2018).
It is a set of processes that ensures that objectives are met. It focuses on the design area,

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implementation, operational as well as improvement of services. It also focuses on the cost of
the whole process so that IT organisation is oriented in a best way (Qiong, Wang and Wu,
2017).
(Hoffman, 2018)
Case study 2
ITSM is a framework which was developed after information technology
infrastructure library framework. ITSM framework is used by almost every organisation
across the world and it is broken down to two main groups that is service support and service
delivery. Service support is all about capturing the changes in an organisation, understanding
about the incidents and releasing the change inside the organisation. This framework allows
the end users to log the incidents and requests for changes (Verlaine, 2017). If the end users
are unable to resolve the incident it is moved to problem management team who looks for the
root cause of problem and comes up with a resolution to the problem. Then it is transferred to
change management team which access to changes and assign priority to reduce the risk

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(Bmc, 2018). Finally the release management looks for all the testing part so that it could be
released to end use community. All the process is recoded in the configuration database. On
the service delivery part there are various sectors. Service level agreement is the main part as
all the agreements are built between IT organisation and business units (Abdelkebir, Maleh
and Belaissaoui, 2017). In this part all the goals and targets are set for the service level. It
also include the business continuity plan as it build the disaster continuity plan to make sure
that business continues even after the system crashes. It also includes budgeting ,
provisioning to requisitioning the hardware.
(Slide player, 2018)

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There are several benefits of using ITSM framework for IT management as it increase the
efficiency of an organisation by better aligning the services. It helps the business in making
money and supports all benefits. It makes the services reliable and consistent. Using ITSM
increases customer satisfaction by increasing the productivity as it focuses on specific goals.
It provides better understanding of requirements of business that results in fitting to the
services available and increasing the cost and value expectation (Herrera, 2017). It also
improves the governance by reducing the risk and delivering new innovative ideas to improve
business value. It improves the visibility and control structure of an organisation. Thus every
organisation is using ITSM for better growth.
Case study 3
Change management can also be termed as change leadership. It includes various
components that like scope of the project, budget of the project, time as well as the quality of
the product that is delivered. Thus change management controls these components. It is the
plan which outlines who, when, what and how are going to manage the changes throughout
the project. It includes various tools to manage the changes. It includes activities to change
the control of the project. Thus activities include reviewing, analysing and approving the
requests regarding changes. It also includes activity such as managing the changes and
maintaining the baseline (Klein and Posch, 2017). Apart from that it can be stated that
modern organisations face different market conditions, they have different target customers,
different technologies as well as cost. Thus they need to adapt to these changes to avoid been
beaten up by the challenger. Thus change management manages the impact of these changes
on an organisation (Shams, Sharif and Kermanshah, 2017). Change is managed by
communicating the issue of not updating to changes and it is also important to explain the

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reason of changing to minimise the uncertainty. Thus to make sure that an organisation
survive in the IT world it should adapt to changes rapidly (Ezeuduji, 2017).
Change Management can be automated as shown in video clip. It is very beneficial
for company as the changes made in less than one day has high standards and release the
requests by making changes. It can be stated that improving the consumer grade experience,
effortless services, providing feedback and integrating the development. It allows an
organization to take all possible precautions regarding right people and implication strategy
(Tukker, 2017). It can be concluded that to meet the basic requirements of an organisation by
planning to changes so that lower threshold is established. The updated world of technology
has magnified the significance use of change management as it maintains the ease of
development. Change management should be an integrated part of every IT department, as it
allows recording change requests quickly and reducing the sophisticated risks of an
organisation.
Conclusion
Thus it can be concluded that every company needs information technology service as
it provides various benefits for improving the quality of services, reducing the overall cost as
well as risk. It designs the work flow of an organisation by offering automated technologies
and removing the manual work. It also saves the time and money by generating automated
reports. IT service management plays a crucial role as it reduces the wastage by optimizing
the assets. It makes sure that there are no duplicate assets in an organisation and prevent
inconsistent changes. In this research reason for change and importance of change
management is analysed.

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References

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Abdelkebir, S., Maleh, Y. and Belaissaoui, M., 2017, November. An Agile Framework for
ITS Management In Organizations: A Case Study Based on DevOps. In Proceedings of the
2nd International Conference on Computing and Wireless Communication Systems (p. 67).
ACM.
Axelox, 2018. ITSM and the customer: make a difference through services, not “framework
hunting. Available from https://www.axelos.com/news/blogs/september-2017/itsm-and-
customer-make-a-difference-through-change Accessed on 5 APRIL 2018.
Bardhan, K., Weaver, J.D., Patsoukis, N. and Boussiotis, V.A., 2017. Phosphorylation of
Y248 in the ITSM of PD-1 is indicative of PD-1-mediated inhibitory function.
Bmc, 2018. ITSM Frameworks: Which Are Most Popular?. Available from
https://www.bmc.com/blogs/itsm-frameworks-popular/ Accessed on 5 APRIL 2018.
Bmc, 2018. What is ITIL demand management?. Available from www.bmc.com/guides/itil-
demand-management.html Accessed on 04 April 2018.
Ezeuduji, I.O., 2017. Change management for sub-Saharan Africa's rural tourism
development. Current Issues in Tourism, 20(9), pp.946-959.
Herrera, P.C., 2017. Innovation in Information Technology Services: Framework to Improve
the Effectiveness and Efficiency of Information Technology Service Management Processes,
Projects and Decision Support Management. World Academy of Science, Engineering and
Technology, International Journal of Social, Behavioral, Educational, Economic, Business
and Industrial Engineering, 11(8), pp.2003-2010.
Hoffman, 2018. how-to-bridge-the-gap-between-it-and-business-with-itsm. Available from
http://www.hoffman-info.com/business/it/how-to-bridge-the-gap-between-it-and-business-
with-itsmAccessed on 04 April 201

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Klein, A. and Posch, A., 2017, January. A Little Change Goes a Long Way: An Institutional
Perspective on Change Processes in a Family Firm. In Academy of Management
Proceedings (Vol. 2017, No. 1, p. 15716). Academy of Management.
Patsoukis, N., Council, A., Berg, A., Bardhan, K., Weaver, J., Mahoney, K.M., Freeman, G.J.
and Boussiotis, V.A., 2017. Interaction of both SH2 domains of SHP-2 with a PD-1
homodimer is required for PD-1-mediated inhibition of T cell responses.
Qiong, L., Wang, B. and Wu, H., 2017, December. Targeting Algorithm Based on ITSM.
In Proceedings of the 2017 International Conference on Software and e-Business (pp. 113-
116). ACM.
Saber, A.A., Shoar, S. and Khoursheed, M., 2017. Intra-thoracic Sleeve Migration (ITSM):
an Underreported Phenomenon After Laparoscopic Sleeve Gastrectomy. Obesity
surgery, 27(8), pp.1917-1923.
Shams, A., Sharif, H. and Kermanshah, A., 2017, June. Holistic Change Management:
Importance and methodological challenges. In Technology & Engineering Management
Conference (TEMSCON), 2017 IEEE (pp. 272-276). IEEE.
Slide player, 2018. Governance and management controls. Available from
deplayer.com/slide/4582369 Accessed on 04 April 2018.
Tukker, A., 2017. Conclusions: change management for sustainable consumption and
production. System Innovation for Sustainability 1: Perspectives on Radical Changes to
Sustainable Consumption and Production, p.406.
Verlaine, B., 2017. Toward an Agile IT Service Management Framework. Service
Science, 9(4), pp.263-274.

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Wiki, 2018. Relationships between ITSM frameworks and other management
standards. Available from
https://en.wikipedia.org/wiki/IT_service_management#/media/File:Itsm-
context.pngAccessed on 04 April 2018
Youtube, 2018. What is ITIL | ITSM | IT service | Define ITIL | ITIL. Available from
https://www.google.co.in/search?
q=ITSM+FRAMEWORK&rlz=1C1NHXL_enIN780IN780&source=lnms&tbm=isch&sa=X
&ved=0ahUKEwiIz7CMk6PaAhUJOY8KHfiQA_IQ_AUICigB#imgrc=ZNgm2cUrHiKYC
MAccessed on 04 April 2018.
Appendix
Figure 1: Relationships between ITSM frameworks and other management standards
(Wiki, 2018)

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Figure 2 : IT service, ITSM, ITIL
(Youtube, 2018)
Figure 3: Service Strategy
(Bmc, 2018)