(solved) ITSM

Referencing Styles : Open Part 1: Introduction (5 Marks) Provide a brief introduction that describes the case study report. Part 2: Importance of ITSM at NNIT (10 Marks) Explain why is it important for NNIT to have effective processes in place to manage IT services. Part 3: ITIL processes (25 Marks) Based on the case study, identify the ITIL processes in place at NNIT and report them in a table, categorised by ITIL lifecycle stages. Based on the case and your knowledge, which of the ITIL processes are of the highe … View More Part 1: Introduction (5 Marks) Provide a brief introduction that describes the case study report. Part 2: Importance of ITSM at NNIT (10 Marks) Explain why is it important for NNIT to have effective processes in place to manage IT services. Part 3: ITIL processes (25 Marks) Based on the case study, identify the ITIL processes in place at NNIT and report them in a table, categorised by ITIL lifecycle stages. Based on the case and your knowledge, which of the ITIL processes are of the highest priority to be implemented/improved for NNIT? Justify your selection. Part 4: Service Strategy (20 Marks) According to the case study, few IT service providers have a service portfolio and the difference between a service catalogue and a service portfolio is commonly not well understood. Based on the case study and your knowledge, explain the main differences between a ‘service catalogue’ and a ‘service portfolio’. What are the main factors that helped NNIT to implement a service portfolio? Part 5: Service Portfolio Tool (15 Marks) According to the case study at the time of designing the service portfolio framework at NNIT no ITSM tools were available with the required functionalities to support the management of a service portfolio. Based on your research of available ITSM tools, provide a short list and description of three ITSM tools that could be considered for portfolio management. Part 6: Conclusions and recommendations (10 Marks) Summarise the key strength and weaknesses of ITSM implementation at NNIT you learnt from this case study. Provide recommendations for further improvement if ITSM at NNIT, including your preferred ITSM tool for portfolio management. Read Less

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29-Sep