IT Service Management Case Study

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Within every organization today IT Service Management has become more and more important to achieve business goals, and manage change within a business (Sharifi et al, 2008). The most recognized approach to IT Service Management is ITIL. It was originally published by Her Majesty’s Stationery Office but is now incorporated by the Office of Government Commerce (OCG) in the UK (Cartlidge et al, 2007). ITIL is a best practice framework that aids IT professionals to increase the quality of IT service management within the organization while reducing risk, improving efficiency and cutting costs (Lloyd, 2003). ITIL has been adopted by many organizations including Disney and Muller Dairy (Axelos, 2010a). Disney adopted ITIL due to service management…show more content…
The below will outline how a Service Design Package could offer benefits and improve existing issues that have been included in the brief. A Service Design Package should include Business and Service requirements, Service Level Requirements, the design of the preferred solution, an Organisational Readiness Assessment, a Service Life Cycle Plan for the introduction of new services, in addition to Service Acceptance Criteria (Farenden, 2012). DWC Customers have provided feedback that the Service Catalogue is not as clear as it should be. A Service Catalogue is a detailed list of IT services that an organization makes available to both customers and employees (Farenden, 2012). This aspect is important because it is the only part of the service portfolio that is made available to its customers (Mendes and Silva, 2010). It is a crucial factor in ensuring every stakeholder in the business has a unified understanding of all operational services, as well as those being prepared (Axelos, 2011c), it is also used as a tool to improve efficiency and effectiveness, as well as improving knowledge and focus on what the values of the business are (Axelos, 2011c). Without a thorough detailed SDP, which would include aspects such as the business requirements and background, service level agreements and contacts (Cartlidge et al,2007), this would pose great difficulty in providing a detailed Service Catalogue which is evident in the brief. Whenever a change occurs in an organization an SDP should be created, after this the new services are moved from the pipeline and added to the service catalog (BMC, 2016), the absence of an SDP here has obviously resulted in an unclear service

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