IRM4720/102/0/2022
Tutorial Letter 102/0/2022
Principle Concepts of IT Service Management
IRM4720
Assignment 2 Questions
School of Computing
IMPORTANT INFORMATION
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make sure that you have regular access to the myUnisa module
website, IRM4720-22-Y, as well as your group website where
applicable.
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ASSIGNMENT ADMINISTRATION
Assignment 2
Submission Use the template on myUnisa to answer the assignment.
Submit electronically via myUnisa
Due Date 29 July 2022
Study material Chapters 1-31 (prescribed textbook)
Number of questions 17, 150 Total marks
Contribution to year mark 80%
Unique assignment number 160773
Description This is the main assignment that contributes most to your
year mark. Hence, it is important that you attempt the
assignment after going through the relevant study material.
SECTION A: WORKPLACE CASE STUDY [25 MARKS]
The assignment is based on a specific identified organisation in South Africa. I recommend the
organisation you are working at. If the organisation that you work at does not have such an
implementation, do research, and find an organisation that implements any of the ITSM
frameworks. If you cannot find an organisation, then create a comprehensive ‘fictional’ case
study and answer the questions based on it.
The goal of this question is to provide you an opportunity to experience how the ITSM
frameworks are implemented in the real-world and recognise the challenges faced by
organisations.
Questions
Discuss the ITSM framework(s) that are implemented in the identified organisation. Then
discuss the implementation of the identified framework in that organisation. The discussion
points must cover the following aspects:
1. The framework and specific framework components implemented clearly identified. (5)
2. How the framework components are implemented and what exactly are the objectives the
components intend to achieve. (10)
3. Critical analysis of whether the components are succeeding in achieving the objectives. If
there are gaps, provide potential solutions or improvements. (10)
2
IRM4720/102/0/2022
SECTION B: CASE STUDY [25 MARKS]
Read the case study below and answer the questions that follow. It is important that
you avoid writing textbook material that is not answering specific questions asked in the case
study. NO marks will be awarded for general answers that just mention concepts in the question
but do not answer the questions as asked.
To ensure that ZOY Pharmaceutical is managed and maintained with the greatest efficiency,
ZOY IT staff must keep its hardware and software systems up and running on a 24x7 basis.
ZOY implemented the ITIL framework three years back. It helped the organisation service desk
to respond quickly to incidents. Furthermore, the group conducted application rollouts and
upgrades that effectively reduce long-term costs and promotes flexibility within its computing
environment that support the future business growth. To achieve the next level of ITSM
objectives you are appointed as the continual service improvement (CSI) manager. Some of
these objectives given to you includes verifying that measurement and metrics are in place and
that milestones were achieved, process compliance is high, and the business objectives
priorities were met by the level of service. Finally, the suggested approach by you should
ensure that the momentum for quality improvement is maintained by assuring that change
become embedded in the organization.
As a CSI manager before you implement any initiatives you need to understand the role of other
lifecycle stages within ZOY Pharmaceutical.
1. What do you think are the roles of other lifecycle stages within CSI stage? (4)
2. Name the inputs from other service lifecycle stages to CSI, which can help you to build up
your plan? (4)
3. Discuss why ZOY implemented the service desk as one of the initial implementations of
ITSM components. (5)
4. Following on the implementation of the service desk, which are the most likely components
(processes or functions) to be implemented next to support the service desk? Choose
THREE and motivate your selection. (6)
5. Identify THREE objectives within ZOY and select the tool you can use to achieve each
objective. You need to select at least THREE tools/techniques. (6)
3
SECTION C: RESEARCH ARTICLE [20 MARKS]
ITIL implementation inevitably requires some changes to organisations’ business processes.
This question is based on the research article the investigated EIGHT case studies through
organisational change for successful ITIL implementation. Use the Unisa Library eResources to
download the article and answer the following questions after reading it in its entirety.
NB: You can use other sources to answer the questions, provided you reference the additional
sources.
RESEARCH ARTICLE: Blumberg, M., Cater-Steel, A., Rajaeian, M.M. and Soar, J., 2019.
Effective organisational change to achieve successful ITIL implementation. Journal of
Enterprise Information Management.
1. Discuss the relationship between Information Technology Service Management (ITSM) and
ITIL. Highlighting the following aspects: definition, similarities, and differences in
implementation approaches. (2)
2. Discuss the term ‘organisational change’ (OC) with emphasis on different types and
strategies of OC. (2)
3. What is you understanding of the term ‘socio-technical system’ (STS) in relation to ITSM?
Provide a diagram to illustrate STS. (4)
4. The eight case studies in this research implemented these FOUR processes and functions
(except problem management with 7/8 implementations): service desk, incident
management, change management, and problem management. Discuss why EACH of
these processes/functions are most likely candidates for initial ITIL implementation in
organisations. (8)
5. Identify and summarise the different types and strategies of organisational change for ITIL
implementation. (2)
6. Identify and discuss the main factors that contributed to the successful implementation of
ITIL across all the case studies in the research. (2)
4
IRM4720/102/0/2022
SECTION D: SHORT ANSWER QUESTIONS [80 MARKS]
Question 1 [3]
With the aid of a diagram, explain the SIX steps of continual service improvement (CSI)
approach.
Question 2 [3]
Discuss with the aid of examples the THREE types of IT service providers.
Question 3 [4]
What are the FOUR Ps of service strategy?
Question 4 [4]
Explain the FOUR ways value of IT can be realized and measured.
Question 5 [4]
With the aid of diagrams, discuss the relationship between service portfolio and the
configuration management system (CMS).
Question 6 [5]
Briefly discuss five security objectives of information security management and provide an
example on how each is ensured in an organisation.
Question 7 [10]
IT operations management is a service operation function. In your own words, discuss
components of IT operations management and how the function is involved in each of the five
phases of IT service management lifecycle.
Question 8 [6]
Service operation is essentially a balancing act. Discuss the FOUR balances of service
operation.
Question 9 [8]
Given the four (4) service desk (SD) structures, use diagrams to illustrate each of the four
structures including organisation examples for each structure.
Question 10 [7]
The 7-step improvement process includes discrete activities to collect data, convert data to
information, develop knowledge and display wisdom. Give all the activities of the 7-step
improvement process with a brief description of each.
5
Question 11 [6]
Governance promotes fairness and transparency. Briefly discuss the three (3) types of
governance.
Question 12 [6]
Define and discuss demand management in terms of tactical and strategic approaches.
Demand management (2)
Question 13 [9]
13.1 Define availability in the context of ITSM. (1)
13.2 A database server had a downtime of 28 hours in a 31-day month. Calculate the database
availability. (2)
13.3 Given that a service has an availability of 97.8% in a leap year, calculate the total
downtime in days. (2)
13.4 An SAP server had a downtime of 14 hours in a two-week period. Calculate the server
availability. (2)
13.5 Given that a database server had a down time of 12.3% in two weeks, calculate the
available time in hours. (2)
13.6 Given that a configuration item has an availability of 96.7% in a non-leap year, calculate
the total downtime in hours. (2)
Question 14 [5]
Define reliability and provide the formulas for the two methods used to measure reliability.
References
1 Blumberg, M., Cater-Steel, A., Rajaeian, M.M. and Soar, J., 2019. Effective organisational
change to achieve successful ITIL implementation. Journal of Enterprise Information
Management.
2 Brewster, E., Griffiths, R., Lawes, A., and Sansbury, J. (2016). IT SERVICE
MANAGEMENT – Support for you ITSM Foundation Exam, 3rd Ed. BCS, the Chartered
Institute for IT. 978-1-780-17318-4
©UNISA 2022
