Prepare a journal which 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, 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. 

Activity B: Case study (maximum 3,500 words) 
Structure, presentation and introduction 
Your report should include a letter of transmittal, executive summary and introduction to the report. State the name(s) of student(s). 
Part 1. Importance of ITSM at North Dakota State 
Explain why is it important for North Dakota State to have effective processes in place to manage IT services. 
Part 2. Service Strategy 20% 
Many organisations manage their IT services at an operational level without a clear strategic focus. Consider the processes comprising the ITIL V3 service strategy phase. Which of these processes have been implemented by North Dakota State? Do you consider that North Dakota State could make improvements to its IT service strategy processes? You may like to refer to the ND Statewide IT Plan (2013-2015) and the ITD Strategic Plan (2013-2015) available athttp://www.nd.gov/itd/publications 
Part 3. Service Design 20% 
In the current design model of IT service provision at North Dakota State, the ITD Service Desk function is provided in-house by North Dakota State employees. For a list of current services, see North Dakota State ITD's online service catalogue (http://www.nd.gov/itd/services ). Consider the option of outsourcing the service desk. Discuss the roles and responsibilities associated with IT service and support and the advantages and disadvantages of outsourcing the service desk. 
Part 4. ISO/IEC 20000 Certification 15% 
North Dakota State ITD is now considering ISO/IEC 20000 certification. Mr Ressler has asked you to advise on the decision. Provide a brief of why North Dakota State ITD should or should not seek certification for ISO/IEC20000. Identify the benefits and drawbacks of certification. 
Part 5. Conclusions and Recommendations to Deputy CIO 10% 
Provide a summary of your findings and make recommendations to the Deputy CIO and Director of ITD.