IRM4720/202/0/2025
Tutorial Letter 202/0/2025
Principle Concepts of IT Service Management
IRM4720
Assignment 2 Memo
School of Computing
IMPORTANT INFORMATION
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ASSIGNMENT ADMINISTRATION
Assignment 2
Due Date 15 August 2025 – 23:00 | Opening: 02 April 2025 – 08:00
Submission procedure Electronically via myUnisa
Study material Chapters 1-34 (recommended textbook)
Total Marks 125
Contribution to year mark 70%
Unique assignment number 665706
Description This is the main assignment that contributes most to your year
mark. Hence, you must attempt the assignment after going
through the relevant study material.
Notes 1. View your assignment marking against this memo and
Turnitin-AI reports for mark allocation.
2. Students MUST check their Turnitin report, including AI usage
percentage.
3. Full marks were not awarded for copied answers and AI-
generated answers. The prescribed book is supposed to be
the primary source for assignment answers.
4. Correct answers have ticks, while no ticks or crosses are used
for incorrect answers.
SECTION A: WORKPLACE CASE STUDY [20 MARKS]
The assignment is based on a specific organisation in South Africa that you should identify
yourself. 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 with an opportunity to experience how the ITSM
frameworks are implemented in the real world and recognise the challenges faced by
organisations.
NOTE: Use the provided template to answer this question.
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Questions
Discuss the ITSM framework(s) implemented in the organisation you identified. Then, the
implementation of the identified framework in that organisation will be discussed. The
discussion points must cover the following aspects:
1. The framework and specific framework components implemented are identified. (4)
The specific framework and relevant components, e.g., processes/functions, must be
identified in the case of ITIL (NOT lifecycle stages). Full marks were not awarded for naming
ITIL stages.
2. How the framework components are implemented and what exactly are the objectives the
components intend to achieve? (8)
Discuss how the framework components identified in Q1 are used to achieve identified
objectives – based on only ONE framework and its components [A few marks awarded for
discussing ITIL lifecycle stages].
3. Critical analysis of whether the components are succeeding in achieving the objectives. If
there are gaps, provide potential solutions or improvements. (8)
This must discuss the analysis of exactly the same components identified in Q2 above.
Model solution
The solution here depends on the student’s choice of organisation and how it is presented
based on the question guidelines.
SECTION B: CASE STUDY [20 MARKS]
Given the process structure diagram below. Consider the airline reservation system and
demonstrate how the process structure is applied from inputs to outputs, including each of the
listed components of the structure. Your answer must list items in each component and give an
appropriate example of that item.
For instance, the ‘Enablers’ component has these items:
Enablers
1. Resources – Include computer systems such as database servers, planes, etc.
2. Capabilities – Employee skills such as pilots, hostesses, aeroplane maintenance staff, etc.
Do the same for the other components – Control (Policy and strategy, Plans and objectives,
etc.) and Process (Activities, Tasks, Procedures, etc.)
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SECTION C: RESEARCH ARTICLE [15 MARKS]
ITIL implementation inevitably requires some changes to organisations’ business processes.
This question is based on the research article that 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., & Soar, J. (2019).
Effective organisational change to achieve successful ITIL implementation: Lessons
learned from a multiple case study of large Australian firms. Journal of Enterprise
Information Management, 32(3), 496-516.
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1. Discuss the relationship between Information Technology Service Management (ITSM) and
ITIL. Highlighting the following aspects: definition, similarities, and differences in
implementation approaches. (2)
Strictly speaking, ITIL is only one of the best practice frameworks in ITSM. Essentially, ITSM
is a methodology, while ITIL is a framework for implementing that methodology. ITIL was
created with ITSM in mind.
2. Discuss the term ‘organisational change’ (OC) with emphasis on different types and
strategies of OC. (2)
Organisational change is the process through which an organisation undergoes any internal
or external transformation. The change may occur after extensive internal planning or,
rather, suddenly because of unanticipated external factors.
OC types: transformational, modular transformation, incremental adjustment and fine-tuning.
The use of STS strategies assists in the successful implementation of OCs like ITIL.
3. What is your understanding of the term ‘socio-technical system’ (STS) in relation to ITSM?
Provide a diagram to illustrate STS. (3)
The socio-technical systems (STS) approach involves paying attention to both social and
technical aspects in implementing organisational change. In relation to ITSM, this involves
considering technical aspects, such as technology and processes and social aspects, such
as people and skills.
Social system Technical system
Structure Technology
People Tasks
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
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these processes/functions are most likely candidates for initial ITIL implementation in
organisations. (8)
Service desk – first point of contact for incidents and queries due to change. Helps in
resolving service issues due to changes in the organisation.
Incident management – to manage raised incidents through the service desk. This helps
ensure the efficient handling of incidents to avoid frustrating users.
Change management – allows the management of the changes requested due to ITIL
implementation. The new system will result in numerous requests for change from users and
the general organisation. The process ensures a smooth transition in managing changes.
Problem management – this enables the organisation to deal with problems arising from
changes. This includes addressing the root cause of incidents and problems, thereby
creating a database of known errors for future reference.
SECTION D: SHORT ANSWER QUESTIONS [70 MARKS]
Question 1 (3)
Define the term service asset and explain the two aspects service providers use to create value.
Service assets are assets that the service provider uses to create value for the organisation.
These assets can be explained in terms of resources and capabilities.
Resources – a generic term that includes IT infrastructure, people, money, or anything else that
might help to deliver an IT service. Resources are considered assets of an organisation.
Capabilities – the ability of an organisation, person, process, application, configuration item or
IT service to carry out an activity. Capabilities intangible assets of an organisation.
Question 2 (6)
Discuss the three types of service providers.
Type I – Internal service provider: This is the in-house IT unit typically positioned within the
business units they serve, although it is common for these smaller scale IT units to be
consolidated into a corporate IT department that has to balance the interests, demands and
priorities of the corporate organisation against those of individual business units.
Type II – Shared services unit: This is where a range of functions, regarded as non-core to
the business, are grouped together into a corporate shared service unit. The functions involved
are typically IT, Finance and HR, sometimes with legal service, logistics and facilities
management.
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Type III – External service provider: This is a separate commercial entity from the businesses
it services and operates as a competitive business in the marketplace.
Question 3 (4)
Discuss the four Ps of service strategy.
Strategy as a Perspective: This relates to vision, direction and the IT service provider’s
philosophy for doing business with its customers.
Strategy as a Position: This describes strategy in terms of the IT service provider’s general
approach to its service offerings (e.g. high value or low cost, emphasis on utility or warranty).
Strategy as a Plan: This describes strategy as a plan showing how the IT service provider will
move from where it is today to where it wants to be.
Strategy as a Pattern: This describes strategy as a consistent way of making decisions.
Question 4 (8)
Discuss the four ways CSI recognises the value IT provides to the business.
Improvements: Outcomes that are better when compared with the previous state.
Benefits: The gains achieved through the implemented improvements.
Return on investment (ROI): The difference between the realised benefit and the cost of
achieving it.
Value on investment (VOI): The extra value created by the improvement including non-
monetary benefits and outcomes.
Question 5 (4)
Discuss ANY four objectives of the CSI.
To review, analyse and make recommendations on where improvements could be made at any
point throughout the lifecycle.
To review and analyse service level achievements against targets.
To identify and implement individual activities to improve service quality and the efficiency and
effectiveness of service management processes.
To improve the cost-effectiveness of delivering IT services without impacting customer
satisfaction.
To apply quality management methods to support continual improvement activities.
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Question 6 (4)
Discuss four reasons for measurement in the IT service management environment.
• To demonstrate that an operation or service has performed according to requirements or
specification. An example of this would be the publication of a train company’s performance
against its service levels for the timetable (i.e. the percentage of trains that arrived on time).
• To prove to a stakeholder that they received what they commissioned and for which they
might have paid (e.g. an independent audit of the performance of a third-party sales
company engaged to generate new sales from a call centre).
• To compare the performance of one operation or service against another, as in a
benchmark.
• To establish a baseline that represents the present situation and from which to demonstrate
a variation in the future (e.g. the share price of a new company on the day it goes public
and trading in shares starts is a baseline).
Question 7 (4)
What are the objectives of the following functions?
Technical management (2)
• The objective of the Technical Management function is to help plan, implement and maintain
a stable technical infrastructure through …
• designing a highly resilient, cost-effective and technical topology, the use of adequate
technical skills to maintain the technical infrastructure in optimum condition, and the swift
use of technical skills to diagnose and resolve technical failures that occur.
Application management (2)
• The objective of the Application Management function is to help plan, implement and
maintain applications and
• The swift use of technical skills to diagnose and resolve any failures that occur.
Question 8 (6)
Three specific types of service level agreements (SLAs) are within service level management
(SLM). List the three types of SLAs and describe each one.
• Service-based SLA
o An SLA for a single service for all customers of that service.
• Customer-based SLA
o An SLA for a single customer for all services relevant to that customer.
• Multi-level SLA
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o An SLA technique to promote reusability that consists of corporate-level, customer-
level and service-level SLAs.
Question 9 [14]
Give all the 7-step improvement process activities with a brief description of each.
Step 1 - Identify the strategy for improvement
In this step, the overall vision, business need, strategy, tactical and/or operational goals are
defined based on the scope of the process. This is where it is determined what should be
measured to meet the overall vision, goal, and/or objective.
Step 2 - Define what you will measure
While Service Strategy and Service Design should have defined this information early in the
lifecycle of the service, CSI may approach this to determine how we operate today through the
“Where are we now” question.
Step 3 - Gather the data
Data is gathered from the appropriate sources based on the goals and objectives identified. At
this point the data is raw, and no conclusions are drawn.
Step 4 - Process the data
In this step the data is processed in alignment with the critical success factors (CSFs) and key
performance indicators (KPIs) specified. The goal of this step is to process data from multiple
disparate sources to give it context within which it can be compared.
Step 5 - Analyse the information and data
As the data is brought more and more into context, it evolves from raw data into information
from which answers can be provided regarding who, what, when, where and how as well as
trends and the impact on the business. The analysis step is often overlooked in the urge to
present data to management.
Step 6 - Present and use the information
In this step, the information is formatted in a way that it can be communicated to the various
stakeholders to provide an accurate picture of the results of the improvement efforts.
Knowledge is presented to the business in a form and manner that reflects their needs and
assists them in determining the next steps.
Step 7 - Implement improvement
Knowledge gained is used to optimize, improve, and correct services and processes. From the
issues identified, solutions are presented, and wisdom is applied to the knowledge presented.
The improvements that need to be taken are communicated to the organization. Following this
step, a new baseline is established, and the cycle begins again.
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Question 10 [17]
10.1 Discuss the difference between component availability and service availability. (4)
A service is made up of components. Hence, each component’s availability affects the overall
availability of the service. As such, service availability is the product of all components’
availability.
NOTE: Show the formula and calculation through each step!
10.2 A service is comprised of five components, each with the following availability.
Component 1 - 92%; Component 2 - 98%; Component 3 - 99%; Component 4 - 94%;
Component 5 - 97%.
Calculate.
1. Service availability percentage (2)
Service availability = 0.92 x 0.98 x 0.99 x 0.94 x 0.97 = 81.4%
2. Service availability in hours per day (2)
Availability in hours per day = 0.814 x 24 hours = 19 hours 32 minutes
10.3 A server had a downtime of 16 hours in 30 days. Calculate the server availability. (2)
Availability = Available time / Total time
Available time = Total time – Downtime
Total time (hours) = 30 days x 24 hours = 720 hours
Downtime (hours) = 16 hours
Availability = Available time / Total time = (720 – 16) / 720 = 97,8%
10.4 Given that a service has an availability of 97.6% in a non-leap year. Calculate the total
downtime in days. (2)
Availability = Available time / Total time
Total time (hours) = 365 days
Available time = 365 days * .976 = 356.24 (356) days
Downtime = Total time – Available time = 365 – 356 = 8,76 (9) days.
10.5 Given that a payroll server had 6 breaks in 90 days. Calculate the mean time between
system incidents (MTBSI). (2)
MTBSI = Available time / Number of breaks
= 90 / 6
= 15 days
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10.6 Given that a configuration item has 4 breaks, resulting in 15 hours of downtime in 30 days.
Calculate the mean time between failures (MTBF). (3)
MTBF = (Available time – Total downtime) / Number of breaks
= (720 – 15) / 4
= 176.25 hours
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
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