Tutorial 3
Sharifah Jasmin Shahabudin
20/2/2024
1. Define IT Service Management (ITSM) and list three key components
IT service management is the management of all processes that cooperate to ensure the
quality of live IT services, according to the levels of services agreed upon with the
customer.
Three key components of ITSM are people, process, technology,
(5 marks)
2. Identify and briefly describe two popular frameworks used in ITSM
Two popular frameworks used in IT Service Management (ITSM) are ITIL
(Information Technology Infrastructure Library) and COBIT (Control Objectives for
Information and Related Technologies)
ITIL is a widely adopted framework for ITSM that provides a comprehensive set of
best practices and guidelines for managing IT services.
COBIT is a framework developed by ISACA (Information Systems Audit and Control
Association) for IT governance and management.
(5 marks)
3. Summarize how ITSM practices contribute to the improvement of service quality.
ITSM helps to Identify Problem management within ITSM focuses on identifying
the
problem and addressing the root causes of recurring incidents or
effectively
underlying issues that affect service quality.
This helps improve the company’s service stability and
reliability by proactively preventing recurring incidents.
ITSM helps generate a ITSM practices involve defining and tracking key
service measurement
performance indicators (KPIs) and metrics to measure
service quality and performance.
ITSM
helps
the ITSM practices establish standardized processes and
company to have good procedures for delivering and supporting IT services.
standardization
By ensuring consistency in service delivery across the
organization, ITSM helps eliminate variations and errors,
leading to improved service quality.
(10 marks)
4. Propose two strategies for effectively engaging stakeholders during the ITSM
implementation.
Strategy one: Stakeholder Workshops and Training
Stakeholder workshops and training sessions are effective ways to engage
stakeholders by providing them with the knowledge and skills necessary for
successful ITSM implementation.
By organizing workshops, organizations can address any concerns or misconceptions
about ITSM.
Example: The IT department organizes stakeholder workshops to educate employees
about the benefits of ITSM implementation
Strategy Two Continuous Feedback Mechanisms
Continuous feedback mechanisms are essential for engaging stakeholders and
ensuring their voices are heard throughout the ITSM implementation process.
Regular feedback sessions also demonstrate the organization's commitment to
transparency and collaboration
Example: The IT department establishes feedback mechanisms such as suggestion
boxes, online surveys, and regular feedback session.
(10 marks)
5. Analyze the potential risks associated with insufficient investment in ITSM
implementation.
Loss of Competitive Advantage
Organizations that underinvest in ITSM
risk falling behind competitors, losing
market share, and missing out on revenue
opportunities.
Increased Security Vulnerabilities and Without good incident management, and
Data Breaches
risk mitigation measures in place,
organizations are more susceptible to
breaches, malware infections, and
unauthorized access to sensitive
information.
Decreased Service Quality and Customer Without proper ITSM implementation,
Satisfaction
organizations may struggle to effectively
manage IT incidents. This can result in
increased downtime, slower response
times, and lower service quality, leading
to dissatisfaction among customers,
employees, and other stakeholders
(10 marks)
6. Discuss real-world examples of organizations facing these risks due to poor ITSM
practices.
British Airways Data Breach (2018):
In 2018, British Airways suffered a
significant data breach affecting
approximately 500,000 customers.
The breach resulted in the theft of
sensitive customer information, including
names, addresses, payment card details,
and travel booking details.
It led to regulatory investigations, legal
actions, and reputational damage for
British Airways, highlighting the
importance of robust ITSM practices for
cybersecurity risk management.
Amazon Web Services Outage (2017):
In 2017, Amazon Web Services (AWS),
a leading cloud computing provider,
experienced a widespread service outage
that affected thousands of websites and
online services.
The AWS outage impacted numerous
organizations
reliant
on
AWS
infrastructure, leading to lost revenue,
disrupted operations, and reputational
damage.
It highlighted the importance of robust
ITSM practices for ensuring service
availability, reliability, and resilience in
cloud environments.
Delta Air Lines System Outage (2016):
In 2016, Delta Air Lines experienced a
major system outage that resulted in
thousands of flight cancellations and
delays worldwide.
This happened due to a power outage at
Delta's data center triggered a chain
reaction that caused disruptions to critical
IT systems, including reservations, flight
operations, and customer service.
(10 marks)
7. Evaluate the success factors in a case study of an organization's ITSM implementation.
Microsoft
and
Sustainability
Environmental Microsoft has reduced its carbon
footprint and minimized environmental
impact. Through initiatives like AI for
Earth and the Microsoft Sustainability
Calculator, the company leverages ITSM
practices to advance environmental
causes, drive innovation, and promote
responsible business practices across its
global operations.
Google and Education Accessibility
By developing innovative educational
tools like Google Classroom, G Suite for
Education, and Chromebooks, Google
empowers students and educators with
digital resources and collaborative
learning platforms.
Through ITSM practices such as service
desk support, continuous improvement,
and user feedback mechanisms, Google
ensures that its educational technologies
are accessible.
Amazon and Community Development
Amazon, a leading e-commerce and
technology company, has implemented
ITSM practices to support community
development initiatives and promote
economic empowerment.
Through programs like Amazon Web
Services (AWS) Activate, which
provides resources and support to
startups and nonprofits, Amazon
leverages its IT capabilities to foster
innovation, entrepreneurship, and job
creation in underserved communities.
(10 marks)