IT Service Management - Assignment Report

Learning objectives -

This assignment partially addresses three of the learning objectives of the course:

• Integrate the fundamentals of business process management with service management in reference to the value IT can deliver to the enterprise
• Identify the importance of IT governance and service management and the need for organisations to ensure that effective processes are in place to manage the significant investment in IT infrastructure and services.
• Synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL), ISO/IEC 20000 and IT4IT^TM in providing good practice frameworks for IT service management

Activity A: Journal (maximum 250 words)

Prepare a journal that records your activities and progress related to completingthis assignment. In date order, clearly list the following:

• Date of research activity/discussion
• Web sites visited to collect information; other references accessed
• Time duration of the activity

If you are working in a team, clearly state the activities of each team member.

Submit this journal as an appendix to activity B. Any references to web pages and online documents, such as white papers, should be listed at the end of the journal.

Structure, presentation of report

Your report should include a title page, and introduction to the report. State the name(s) of student(s) on the title page. The presentation of the report should be professional, resulting in clarity of message and information. Your referencing should be according Harvard AGPS style.

Activity B: Case study (maximum 1,250 words)

Watch the video case study, then draw on the course material to answer the following questions.

IT4IT - Why Shell is adopting an open standard for managing IT - The Open Group

https://youtu.be/EdNZ2BZ3XpA?list=PL4uhUsJo0STkg-wCy6QyVg8KcYfzjtTIA (55:11)

Part 1: Introduction

Provide a brief introduction that describes the case study report. This introduction should provide an overview of the video case study.

Part 2: Case study questions

Question 1. What were the gaps in IT service management in Shell company before adopting IT4IT?

Question 2. Why did Shell decided to adopt the IT4IT instead of developing its own framework?

Question 3. What were the outcomes of adopting IT4IT Shell?

Question 4. On what grounds would adoption of IT4IT be justifiable for organisations that had already adopted ITIL?

Part 3: Conclusions

Summarise the key lessons you learnt from this case study.