Management of Information Technology Services 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
- critique current research on IT governance and service management and identify 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 in providing good practice frameworks for IT service management
Activity A: Journal
Prepare a journal that records your activities and progress related to completing this 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, letter of transmittal, executive summary 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
Watch the video case study, then draw on the course materials and researching academic sources (e.g. textbook, journal/conference papers) to prepare a report as per the requirements presented here. You should use and cite at least five academic sources to support the discussions in your report.
IT4IT at Delta Lloyd - The Open Group
https://youtu.be/j6u8y7S-WOg?list=PL4uhUsJo0STkg-wCy6QyVg8KcYfzjtTIA (41:54)
In this video, the journey of adopting IT4IT at a company named at Delta Lloyd is presented. Particularly, the case study shows the usefulness of IT4IT for companies who use or wanting to use cloud computing.
For the purpose of this assignment, assume the role of consultant(s) who have been hired by Delta Lloyd to contribute to a review of their IT4IT adoption. You will prepare a report for the CEO of Delta Lloyd.
The purpose of report is to document the adoption of IT4ITTM at Delta Lloyd and reflect on the adoption process.
Your report should have an introduction, executive summary, body, conclusion and recommendations, and list of references. You may also include appendices.
The introduction should include a brief overview of the company and the scope of its IT operations/services, also the purpose of the report.
The body of your report should include:
- Background and justification of IT4IT adoption: The reasons why Delta Lloyd decided to adopt IT4IT (i.e. the challenges/problems/opportunities), the intended outcomes/ benefits of IT4IT adoption, implications of IT4IT for cloud computing
- Adoption road map: Overview of the IT4IT adoption /implementation process (road map)
- Challenges Delta Lloyd encountered during the adoption process
- Outcomes of IT4IT adoption in Delta Lloyd
- Recommendations to Delta Lloyd for improvement of their IT service management and achieving better outcomes from their IT4I initiative.