Report: Information Technology Services

Table of Contents

Question 1: Analysis with proper diagram about the relation of service operation functions and process

Question 2: Analysis of the best practices for data storage and data administration procedures

Question 3: Analysis of the groups, teams, departments and divisions are related to each other in IT service management

Question 4

Question 5: Evaluation of SWOT analysis

Question 6: Analysis of the scenario and improving the change management process

Question 7: Summarising the steps in the process for communicating with the service desk team

Question 8 Analysis of the scenario and summarising the approaches for addressing the issues

References


Question 1: Analysis with proper diagram about the relation of service operation functions and process

The service operation function of Information Technology is mainly based on its network. In addition, the IT service operation model also helps a business organisation identify the process of IT in an effective way. Moreover, the access management of IT model is related to the event management and incident management. Therefore, it is very important for the business authorities of the IT industry to evaluate the IT model in an appropriate manner. It has been  identified that the IT operations control will also help a business organisation to analyse the operation process of the firm in such a manner by which the goals and objectives can be achieved (Chin, Benslimane & Yang, 2017). The service strategy of the IT system is also related to the process by which the IT administrators will be able to develop the performance. Notwithstanding understanding the various segments of the basic foundation of the applications, the firm must be able to deal with the occasions that originate from the different segments to comprehend the relationship to decide the main driver when an issue is experienced in the global market. When the root cause is comprehended, the following stage is to figure out what to do to determine the circumstance. This could be one of a few stages. For instance, some robotisation might be summoned to make remedial move. Then again, on the off chance that it isn’t promptly obvious what is causing the issue, at that point an occurrence might be naturally raised and the settled through that course (Anderson & Bishop, 2018). In certain occasions remedial activities might be accessible by means of information bases or existing run books. In different cases an arrangement or code change may result. In that case the episode may start a change demand that must be satisfied and contented to determine the issue. To take into consideration the change demand, there must be a finished comprehension of the design that makes up the application so the organisation must know about how any change may influence the remainder of the earth.

In addition to the above, it is the responsibility of the IT service department to analyse the strategy, design and transition of the new system for developing a new business model. The new model of business must be developed in such a manner by which the relationship between service operation functions and process must be maintained. However, in the present complex conditions customers are tested to convey development and business esteem quicker while upgrading tasks. Activity groups need to help on-premise, off-premise Cloud and cross breed foundation benefits and coordinate them with their current ITSM resources and convey with speed and readiness. Overseeing expanded operational unpredictability, reacting to persistent changes while giving operational inputs to the whole Operations group are the key difficulties IT Service Management addresses (Melendez, Dávila & Pessoa, 2016). At long last, IT Service Management practices and devices empower and guarantee predictable and solid activity to the company and give input to all partners. Without them, anticipates would be difficult to control in the consistently advancing course followed by your business development needs. The accompanying segments will introduce the IT Service Management business esteem, use case, engineering and organization system to empower ITSM in the association.

Question 2: Analysis of the best practices for data storage and data administration procedures

It has been evident that there are several practices of data storage that the business organisations must follow such as selecting right candidates for managing the data, data governance practices, accessible of data, protection against cyber security threats and data management techniques (Beno, Wong & Tavoularis, 2018). 

Procedure of data administration

Managing of data

The IT service department of an organisation must try to choose the right people for managing the data in an effective way. In addition, the authorities of the firm can also try to develop a new recruitment procedure for hiring potential employees who are capable of managing the data of the organisation. In the same context, the new employees must be capable of checking the quality of data so that the issues of data management can be mitigated (Beno, Wong & Tavoularis, 2018). On that note, it can be said that the implementation of an appropriate machine learning process will be appropriate for managing the data of the organisation.  

Data governance

A business firm is required to follow the rules and regulations of the data governance in order to manage the organisational process in an effective way. In addition, the data governance procedure will also help a business firm to implement new process for collecting data. However, in the present complex conditions clients are tried to pass on improvement and business regard faster while redesigning assignments (Almeida, de Vasconcelos & Pestana, 2018). Action gatherings need to help on-premise, off-premise Cloud and cross breed establishment advantages and arrange them with their current ITSM assets and pass on with speed and status.

Accessible of data

A proper accessibility of data must be arranged by the IT service department of the firm in an appropriate manner. In addition, the accessibility of data will help the business managers to determine its quality as well. In specific events medicinal exercises may be available by methods for data bases or existing run books. In various cases a course of action or code change may result. All things considered the scene may begin a change request that must be fulfilled and placated to decide the issue (Limanto et al. 2017). Therefore, a proper accessibility process of data must be maintained within the organisation. 

Procedure of data storage

Protection against cyber security threats

It is very important for the business managers of an organisation to purchase a potential anti malware software in order to take protection against cyber security threats. In addition, the anti malware software will also allow the employees of the IT department to use the data in an effective way. Moreover, in explicit occasions restorative activities might be accessible by strategies for information bases or existing run books. In different cases a game-plan or code change may result. Everything considered the scene may start a change demand that must be satisfied and appeased to choose the issue.

Data management techniques

It has been distinguished that the IT tasks control will likewise help a business association to break down the activity procedure of the firm in such a way by which the objectives and destinations can be accomplished. The administration procedure of the IT framework is likewise identified with the procedure by which the IT overseers will probably build up the exhibition (Aquino et al. 2018). Despite understanding the different sections of the essential establishment of the applications, the firm should most likely arrangement with the events that start from the various fragments to fathom the relationship to choose the primary driver when an issue is knowledgeable about the global IT market.

 

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Question 3: Analysis of the groups, teams, departments and divisions are related to each other in IT service management

In the IT service management, the role of groups, teams, departments and divisions are very important in order to maintain a positive business environment. It has been identified that each group is being divided into different teams. Every group in the team has been divided as per their department. 

The IT management is mainly based on some function. In addition, the technical function, design and the strategies are the main function of the IT service organisation. Moreover, the risk related problems can also be controlled in such a manner by which the function of the firm can be maintained. The cost effective issues is also one of the main function of the IT service management. 

On the basis of IT service organisation, the employees are being divided into various departments. The departments within the IT service organisations are the technical, HR department, management department and others. The employees in HR department are mainly responsible for hiring the new candidates within the organisation as per their working performance and knowledge abilities. On the other hand, in the management department, the managers are responsible for managing all the working procedure of the business firm. Moreover, the management department is also responsible for controlling all the risks that are associated with the firm. 

It has been identified that every department in the organisation has been divided into different groups on the basis of organisational working procedure. 

Every group mainly consists of different teams on the basis of employee’s performance within the organisation. 

Role of service operation staff 

The role of service operation staff is to provide proper services to the customers in a proper manner. In addition, the service operation staffs are also responsible for dealing with the issues of the customers.

The service operation staffs are responsible for delivering services to the customers within a short period of time.

They are also responsible for full filling the requirements of the customers as well. 

Moreover, the service operation staffs must provide end to end encryption facility to the customers.

They are responsible for solving the problems of the customers within a very short period of time.

The balance between the productivity and cost is also maintained by the service operation staff. 

Question 4

Methods, techniques and benchmarking criteria for continual service improvement in IT 

In order to improve the function of IT service management process, the service desk managers must try to configure the management system of the firm. With the help of configuration, the business authorities will be able to analyse the data quality in an appropriate manner. ITSM accommodates a far reaching IT Service Support Management (ITSSM) arrangement that considers full lifecycle IT Asset Management and License consistence. ITSSM accommodates a best practice based point of convergence for overseeing administrations, a “face” for IT to end clients, and a centre for work process and incorporation (Pontes & Albuquerque, 2017). The work processes around Change, Configuration and Asset Management authorize legitimate procedure stream by requiring suitable endorsements and accelerations all through the change and resource lifecycles. ITSSM can cross examine the setup of an administration and incorporates with IBM and outsider sending instruments to naturally establish a change based effect to the administration. The work processes guarantee sway investigation is finished what’s more, consequently summons the arrangement instruments to adequately disperse the change. Moreover, checking takes into consideration robotized notice of circumstances and can bring occasions up in a MoM. The Mother thusly relates occasions to discover main driver and can further make a move, for example, opening episodes in an Administration Desk or conjure extra computerization to make restorative move (Petrov, 2018). ITSM additionally has computerization answers for accommodate execution, task and recuperation of mission basic cluster forms. It does the identification and recuperation of administrations and gives robotization to High Availability and Debacle Recovery.

Analysis of 7-step continual service Improvement process in a cloud computing environment

Step 1

The IT service managers must try to identify the items that should be measured for using the cloud computing facilities within the organisation (Petrov, 2018). In addition, the cloud computing storage must be used in an appropriate manner for easily storing the data. 

Step 2

The performance of the staffs is required to be measured by the IT service department in order to manipulate the changes within the firm. 

Step 3

It is very important for the Service manager of IT industry to collect relevant data that are required to upload in the cloud storage. 

Step 4

The IT service managers must process the data in an effective way for uploading it into the cloud space. This will also help the service managers to identify the quality of data in an effective way. 

Step 5

The analysis process of data is very important for the service managers (Petrov, 2018).  With the help of proper analysis, the IT service managers will be able to remove the damaged data from the cloud storage. The damaged data can also affect the processing of cloud computing as well. 

Step 6

The IT service department must present the data to the CEO of an organisation. By presenting the quality data, the business managers will be able to help the firm to develop its business functions.  

Step 7

It is also very important for the UT service department of the firm to implement a potential action in order to mitigate the data threat and data vulnerability issue (Petrov, 2018). 

Question 5: Evaluation of SWOT analysis

By analysing the SWOT analysis, it can be said that the need of Information technology is continuously growing within the organisation. In addition, the SWOT analysis manly helps the business managers of an organisation to use an effective awareness process by which the CSI programme can be used in an effective way. With the help of IT process, the people in the company will be able to possess a positive response within the firm as well (Pontes & Albuquerque, 2017). Moreover, the strengths and weakness of the IT process system must be analysed by the business managers in an appropriate manner so that the firm can achieve strategic objectives and goals. Huge business opportunities will also get by the organisation with the implication of IT systems. The consideration of SWOT analysis has been mentioned below:

The SWOT analysis will be obtained through technical advantages in which the firm will gain advantages from its competitors.

The service improvement area must be improved in a continuous manner by which it can be implemented into different issues.

The opportunities need to be developed in such a manner by which the gaps of competitive advantages can be removed. 

The factors of threat must be considered in a proper manner so that the issues can be analysed and monitored in a proper manner. 

The organisational management must try to define their role for conducting the improvement in service in a continuous manner.  With the implementation of CSI, the management of the firm will get various scopes by which the business process can be improved in a proper manner. 

Services- The services must be considered in a proper manner by which the organisation can monitor the satisfaction level of the customers. In addition, the management of the organisation must try to deliver high quality of services in which the satisfaction level of customers can be maintained. 

Process- It is also one of the most important factors that can affect the business process of the organisation. In addition, the IT service organisation can also use the service of providing soft copies by which the cost of books can be reduced. This will help the firm to maintain its production cost. 

Functions- The functions of the organisation must be evaluated in such a manner by which the IT team can conduct its business in a proper manner. 

The drawback of the SWOT analysis must be considered as the opportunities by which the organisation will be able to develop its business functions in its operating market. In addition, the technological factors must be considered as strength of the organisation. Moreover, the opportunity will help the business firm to grow its business in international market as well. Therefore, with the help of technological factors, the business firm will be able to produce more soft copies of books rather than producing hard copies. 

Question 6: Analysis of the scenario and improving the change management process

From the scenario, it can be said that the change management process is one of the best practices that the business organisations are using in the recent times. The company is using currently the traditional process for managing the business process. The traditional system is being used in the organisation only to manage the financial records of the firm. Due to the overrated process, the business firm is facing several issues in monitoring the information of the customers. Moreover, the organisation is also facing issues in calculating the financial metrics of the firm. However, the change management process will mainly help the organisation to implement the IT system within the firm in an effective way.

Improving the change management process

Objectives- The change management process will help the business firm to integrate needs have shared values by which the organisation can conduct its business in a proper manner. In addition, the objectives must be shared in such a manner so that the employees of the firm can set a benchmark for improving the performance of the employees. On that note, the project manager must try to implement proper business model by which the objectives can be achieved in an appropriate manner. 

Proactive steps- The proactive steps of the change management must be managed in such a manner by which the organisation can mitigate its risk in a proper manner. In addition, the risk must be identified in the organisation so that the firm can gain proper benefits from its business process. 

Alignment and sequence- This step will allow the business organisation to implement the change in an appropriate manner. Moreover, the sequence must be followed by the authorities of the firm so that the employees can work well for enhancing the production unit of the organisation. 

Information exchange- The information of the organisation needs to be exchanged among the employees by which they can improve their working efficiency. In addition, the data sharing process is very important in the IT department for its development. 

 

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Question 7: Summarising the steps in the process for communicating with the service desk team

The service desk team must try to use IT solution procedures in order to provide good quality of customer service. The issues of the organisation mainly includes the service in booking holiday trips, service of financial management, issues of service request and issues of general desktop. In addition, the IT service team can also try to use cloud computing methods in order to restore the documents of the customers. The authorities of the firm must try to use the following steps in order to develop the organisational performance and for maintaining client relationship management. 

It has been identified that 25% of the issues are associated with the holiday related services. In this service, the organisation needs to implement proper structure in order to manage the customers’ data. Moreover, the organisation needs to create a transparent business process by which the customers can be attracted towards the organisational services. With the help of this system, the organisation will be able to mitigate its issues so that the customers can be satisfied in an effective way.

The financial management service is a kind of inter organisation issue which needs to be resolved by the business organisation in an appropriate manner. Moreover, the organisation must try to develop a suitable budget and future plan so that the analysis of risk can be performed in an effective way.

Another issue is the dissatisfaction level of the customers due to the service desk issue. In addition, the service desk process must be developed in such a manner by which the customers can be easily satisfied. In order to do so, the organisation must try to develop a proper IT service team by which the service request issues of the customers can be resolved within the mean time. 

The service request is also one of the major parts of the organisational process. In addition, service requests of the customers must be considered by the firm in an appropriate manner for improving the satisfaction level of the customers. Moreover, the firm can also try to integrate its website to the cloud storage so that the data of the customers can be stored in a secured manner.  

Question 8 Analysis of the scenario and summarising the approaches for addressing the issues

Summary 

The ITSM cycle will be one of the appropriate methods for addressing the issues in an effective way. In addition, the IT security systems can also be implemented by which the issues can be mitigated. The administration work area group must endeavour to utilize it arrangement methods so as to give great nature of client administration. Moreover, the IT administration group can likewise attempt to utilize distributed computing strategies so as to re-establish the archives of the clients (Cohen, Atedgi & Tzadikevitch, 2017). In a similar setting, the IT administration office must endeavour to dissect the consumer loyalty systems by which the firm can draw in greatest number of clients. Then again, so as to speak with the second administration work area group, the clients must attempt to interface that their unsolved issues. 

Approaches for addressing the issues

The first step for the organisation is to record all the issues that have been received from the customers. In order to resolve the customer oriented problem, the organisation need to develop an automate model by which the system can be improved in an appropriate manner. On that note, the organisation needs to implement a Chatbot which will provide online services to the customers. On the other hand, the organisation must try to implement the Chatbot system within the website of the firm so that the website traffic can be minimised (Beno, Wong & Tavoularis, 2018). This will help the organisation to resolve the customer’s oriented problem within the mean time. 

 The second issues are the data storing capability of the organisation. In order to resolve the problem, the organisation just needs to integrate its database with the cloud storage in order to store the data in a proper manner. Moreover, the firm can also try to store all the data in its private cloud so that the data can be stored in a proper manner. This system is also considered to be a cost efficient method by which the firm can maintain its profit rate (Aquino et al. 2018). 

References 

Ravasan, A. Z., Mohammadi, M. M., & Hamidi, H. (2018). An Investigation Into the Critical Success Factors of Implementing Information Technology Service Management Frameworks. In Corporate and Global Standardization Initiatives in Contemporary Society (pp. 200-218). IGI Global.

Melendez, K., Dávila, A., & Pessoa, M. (2016). Information technology service management models applied to medium and small organizations: A systematic literature review. Computer Standards & Interfaces, 47, 120-127.

Beno, T., Wong, S., & Tavoularis, A. (2018). U.S. Patent Application No. 15/797,714.

Limanto, A., Khwarizma, A. F., Rumagit, R. Y., Pietono, V. P., Halim, Y., & Liawatimena, S. (2017, August). A study of Information Technology Infrastructure Library (ITIL) framework implementation at the various business field in Indonesia. In 2017 5th International Conference on Cyber and IT Service Management (CITSM) (pp. 1-4). IEEE.

Aquino, F., Pacheco, D., Angeleri, P., Janampa, R., Melendez, K., & Dávila, A. (2018, October). Information Technology Service Management Processes for Very Small Organization: A Proposed Model. In International Conference on Software Process Improvement (pp. 55-68). Springer, Cham.

Cohen, B., Atedgi, E., & Tzadikevitch, G. (2017). U.S. Patent Application No. 14/815,307.

Aznar-Sánchez, J. A., Velasco-Muñoz, J. F., Belmonte-Ureña, L. J., & Manzano-Agugliaro, F. (2019). Innovation and technology for sustainable mining activity: A worldwide research assessment. Journal of Cleaner Production, 221, 38-54.

Pontes, L. B., & Albuquerque, A. B. (2017). Managing Database Services: An Approach Based in Information Technology Services Availabilty and Continuity Management. Journal of Information Systems Engineering & Management, 2(1), 1.

Petrov, A. (2018). Development Of Information Technology And Its Impact On The Form Of Information Services. Бизнес управление, 28(4), 23-38.

Chin, G., Benslimane, Y., & Yang, Z. (2017, December). Examining the application of standards for information technology service management practice: An empirical study. In 2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 841-845). IEEE.

Almeida, T., de Vasconcelos, J. B., & Pestana, G. (2018, June). A knowledge management architecture for information technology services delivery. In 2018 13th Iberian Conference on Information Systems and Technologies (CISTI) (pp. 1-4). IEEE.

Anderson, J., & Bishop, R. (2018, September). An ITSM For A New Era: Leaving A Self-Supported Internal Legacy System For A Brighter Future In The Cloud (s). In Proceedings of the 2018 ACM on SIGUCCS Annual Conference (pp. 111-113). International World Wide Web Conferences Steering Committee.

Godse, N. A., Deodhar, S., Raut, S., & Jagdale, P. (2019, April). Implementation of Chatbot for ITSM Application Using IBM Watson. In 2018 Fourth International Conference on Computing Communication Control and Automation (ICCUBEA) (pp. 1-5). IEEE.

 

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