ITSM 3008
CIS3008
North
Dakota
Executive summary
Information
technology services are of immense importance to the organization and should be
managed in such a way that all business functions can run smoothly without
leading to any issues pertaining to IT services. In the present context
Information technology department of North Dakota has been considered to
evaluate the IT related services in the organization. ITSM is one of the key
tools for the business organizations in order to manage needs into effective
manner and to enhance customer satisfaction level smoothly. ITIL V3 service
strategy phase would involve customer relationship, service portfolio
management and financial management aspects for ITD of North Dakota. Service
design process for the IT service management would include assignment of roles
and responsibility and decision making for outsourcing. North Dakota should
consider the decision for outsourcing in order to implement low cost IT
services in the organizational context. Decision need to be taken for implement
of ISO/IEC 20000 certification and looking into perceived benefits for North
Dakota it is advisable to implement ISO/IEC 20000 certification.
Table of Contents
1.0 Introduction
Information
technology service management is an important system for managing IT services
of the organization in smooth manner. In the present context ITSM services used
for North Dakota would be evaluated so as to understand the major benefits of
ITSM at North Dakota. Further service strategy used through ITIL V3 strategy
phase would be evaluated for Information technology department (ITD) of North
Dakota. Service design of North Dakota would be explored in order to understand
the roles & responsibilities of IT support stakeholders along with benefits
& limitations of outsourcing for IT services pertaining to the
organization. Finally present paper would look into the ISO/IEC 20000 certification
and would assess the viability through benefits & limitation analysis for
North Dakota ITD department. Conclusions and recommendations would be presented
to deputy CIO of the company in order to make appropriate decision on the IT
service management issues pertaining to the organization based on the
recommendations mentioned in the present paper.
2.0 Importance of ITSM in North Dakota
Management
of information technology services in smooth and effective manner would require
implementation of information technology service management system to be
implemented in organizational context (Bon, 2007).
For any organization major role of ITSM is to simplify the business processes
so that entire IT infrastructure and IT services are aligned and business
processes are taking place in smooth manner. Some of the key benefits of ITSM
for ITD of North Dakota would include workflow automation, minimizing service
delivery time, improving service quality, building competitive advantage and
providing service support for the organization in conformity with the business
needs of the customers.
First
key benefit of implementing ITSM in ITD of North Dakota would automate the
workflow in organization wherein various business processes implemented in the
organizational context would be smoothly managed. Request tracking for any IT
related service would be carried out in automatic manner by ITD of North
Dakota. Resolution for the issue faced would be provided by allotting the call
to the concerned person and after resolution of the call it would be closed automatically
asking for the user feedback regarding call process. Hence starting from the
call log process to call closure would be done without any human intervention
and this would help in order to smoothly manage the workflow for the
organization.
By
eliminating the human intervention from the IT service issue resolution process
it would be possible for ITD department of North Dakota to considerably reduce
overall time consumed in resolution of the call. Hence there would be faster
services provided to the IT users and lesser time would be wasted in resolving
a call and waiting for the system or human to intervene in the issue logged in
into IT system of the organization. ITSM systems would be closely monitoring
service quality from the each and every call resolved through the present
system would be checked for service quality through feedback obtained from
users.
ITD
of North Dakota can attain competitive advantage through ITSM in the
organization as this would lead to lower cost and better service management in
the organizational context. By automating work task and making fast delivery
entire work processes in the organization would add to an efficient system. North
Dakota would be able to foster high level of efficiency along with managing
competitive advantage to compete against the competitors of the organization (England,
2008).
Role
of information technology service management would be to provide the service
support for the clients in accordance with their business needs. ITSM has the
ability to assess and understand the business needs of consumers and
accordingly information technology services would be delivered for the
organization’s client so as to fulfill their organizational requirements.
Entire IT and non IT related system requirements would be fulfilled through
maintenance of single contact point with the ITD department of North Dakota.
Hence
overall it can be said that ITSM system managed in the organizational context
for ITD of North Dakota would be helpful in building competitive advantage,
providing good service quality, reducing delivery time, managing automated
workflow and developing competitive advantage for the organization based on
which ITD department of North Dakota can manage their business operations and
client base in efficient manner.
3.0 Service strategy- ITIL V3 service
strategy phase
Service
strategy domain is the base for the ITIL V3 strategy phase in the
organizational context wherein there are four major elements of the strategy
phase included in the strategy design. This phase of the service strategy would
include the objective setting for the organization and setting a plan in order
to achieve these objectives of the organization. The four important phases for
ITIL V3 strategy phase would include service portfolio management, financial
management and business relationship management. Further present section would
suggest for the possible improvements in the IT service strategy process of the
organization as well (Knapp, 2010).
Service
portfolio management part of the service strategy phase for the organization
would include appropriate mix of services in order to meet business requirement
of customers. Exact match needs to be created between customer requirement and
services delivered by the ITD department of North Dakota. In order to develop
perfect match between consumer requirement and services delivered by the
organization it is important that customers would be engaged in continuous
communication for taking feedback and accordingly service delivery should be
improved to develop exact match. It has been observed that North Dakota ITD
department does not take care of the strategic objectives of the organization.
From the survey conducted for customer satisfaction pertaining to ITD
department of North Dakota it was determined that more than 99% of the
consumers are being serviced with high customer satisfaction. The major focus
of the ITD department for North Dakota is on the development of strong customer
relationship, engaging in continuous feedback mechanism and providing
technological directions for the client base of the organization.
Financial
management part of the service strategy phase for the organization would strive
for the arrangement of funds in order to establish service infrastructure for
the organization and developing cost efficiencies in service management for IT
(Kolthof, 2007). Financial audits are being carried
out in the organizational context so as to understand overall cost structure
followed in the organization and continuous efficiency management programs
developed in the organization. One of the major aspects for the financial
management in the organization is to ensure that adequate funding is made
available for development of IT service infrastructure. Service strategy phase
has its focus on accounting, budgeting and charging activities so that income
exceptions are effectively managed in the organizational context. Unit costs
are being managed in such a manner that costing can be efficiently managed and
cost pertaining to consumers can be forwarded to them. This would manage
overall cost for the organization and efficient funds would be made available
for the IT service infrastructure of the organization.
Management
of customer relationship with the IT service provider would be an important
aspect as this would manage high customer satisfaction by delivering
appropriate solution for IT services as desired by the customers (Buchsein
and Dettmer, 2008). The major set of aims for which
business relationship management is being implemented in ITIL V3 service
strategy would include understanding consumer requirements, establishing
effective communication, developing feedback mechanism and enhancing customer
satisfaction through efficient complaint management system for the services
provided by the organization. ITD department of North Dakota understand
important of customer relationship management and this can be revealed through
survey conducted in the organization wherein it was found out that more than
90% of the consumers rate ITD as the most trusted business partner and would
like to carry out future businesses with ITD only.
ITIL
V3 service strategy phase has another objective to recommend various
improvements in the IT service strategy processes pertaining to the
organization. A set of changes for the IT service strategy can be implemented
in organization where focus should be on the strategic importance of the IT
service strategy of the organization so that service strategy of the
organization can be developed in organization in such a way that aims and
objectives of the organization can be fulfilled. Strategic aims of the
organization need to be assessed and accordingly service delivery should be
enhanced in such a manner that organizational objectives are efficiently
attained through improvement proposed in the IT services provided by the
organization (Rovers and Haren, 2012).
4.0 Service design
Service design part of the information
technology service management function for ITD would include two major aspects
which are assignment of roles and responsibilities for various system
stakeholders and making decision pertaining to the outsourcing process for IT
services. Roles and responsibilities of various system stakeholders are
appointed in order to define system workings in effective manner. 4.1 Roles and responsibilities
There
would be five major stakeholders of the present system under service design
strategy to whom various responsibilities pertaining to ITSM would be allocated
and these roles and responsibilities can be given as under:
1.
System admin: System administrator
would ensure the availability of various systems and network element in order
to develop smooth business functioning. System admin would build the system
rules regarding transfer of asset, transfer of data, installation and other aspects
related with the systems. System admin would be responsible for tracking the
system performance on regular basis (Hlvey and Melby, 2005).
2.
Service analyst: Service analyst would
track the performance of services imparted in the organizational context by conducting
service audit. Inefficient services would be identified and based on the
organizational processes these services would be improved to bring higher
efficiency in the system.
3.
Process coordinator: Process
coordinator would analyze the organizational processes and policies. Further
role of process coordinator would be to modify processes of organization as per
IT infrastructure available in the organization.
4.
Change owner: Change owner in the
system would perform the function of initiator for the change request. Form
filled by change owner would be considered as the initiation request for change
and this change request would be assigned to change management team in the
organization. Changes implemented by change management team would be reviewed
and feedback would be provided on the changes so that IT service infrastructure
and IT processes followed in the organization are in exact congruence with each
other.
5.
Operational analyst: Operational
analyst for ITD department of North Dakota would have the role to manage day to
day operations of an organization. Operational analyst would monitor daily
expense activities for the IT service department and recruitment of employees
for managing IT services with the organization.
4.2 Outsourcing advantages
Outsourcing
of IT related services for ITD department of North Dakota would offer several
advantages which can be considered in order to evaluate the decision of
outsourcing in the organizational context. By outsourcing the IT services of
the organization it would be possible to put higher focus on the core
activities of the organization (McBride, 2000).
Outsourcing activities would involve external partners in the process of
service delivery pertaining to IT service delivery infrastructure hence overall
risk for IT services would be shared with service provider. Managing
outsourcing for IT related services in the organization would help in order to
maintain lower costing structure for the organization wherein investment in the
IT service infrastructure can be reduced. Managing outsourced IT services would
help the organization in order to manage lower staff for IT services and hence
in accordance to that training and development expenses can be saved.
Technology cost can be significantly shifted to the service provider agency.
4.3 Outsourcing disadvantages
There
are several disadvantages of outsourced IT services as well and these should be
considered before making decision for the outsourcing of IT services in
organizational context. Some of the major disadvantages of outsourcing would
include higher dependence on service provider; risk to data, issues faced in
process alignment and delayed service delivery instances. Third party providing
IT related services would be solely responsible for managing IT related service
and organization would lose their control from IT services in the organization.
Information contained in the system of the organization would also be at risk
by going for outsourcing as external service provide would be having complete
control of the system. By implementing IT service outsourcing there would be
difficulties faced in the alignment of IT service infrastructure and processes
developed in the organizational context. Finally the major negative consequence
of the outsourcing for the IT services of ITD of North Dakota would be in terms
of delayed service delivery instance and reduction in user satisfaction towards
IT services of the organization. By outsourcing there would not be proper
quality and time management aspects implemented in the organization hence there
would be higher time consumed in each issue resolution which would further
reduce customer satisfaction level towards IT related services (Sharon and Ivor, 2012).
5.0 ISO/IEC 20000 certification
Adopting
ISO/IEC 20000 certification is an important decision for ITD of North Dakota
which needs to be taken after proper consideration of the benefits and
limitations of the ISO/IEC 20000 certification in context to present
organizational context.
5.1 Benefits of ISO/IEC 20000 certification
Major
benefits identified for the ISO/IEC 20000 certification for the ITD department
of North Dakota would involve below mentioned:
§ Assessing
consumer demand: Consumer demand for the service requirement would be the major
focus area for the ISO/IEC 20000 certification wherein consumer needs would be
properly assessed. Further with instant change in any service requirement for
the organization by following ISO/IEC 20000 certification it would be easy for
ITD of North Dakota to manage the service requirement with high ease.
§ Higher
focus on service parameter: Service would be the major focus area for ISO/IEC
20000 certification wherein services would be delivered to the customer base
depending upon the requirement of the consumers. And business objectives would
be aligned such that there is high degree of attention towards the service
delivery for the consumer segment. A synergy would be created between service
elements of the business processes and business strategy followed by the
organization (Eric, 2007).
§ Continuous
improvements: ISO/IEC 20000 certification has proper monitoring processes in
place which emphasis on the continuous service improvement for the
organizational IT services. A continuous feedback and improvement system is
being maintained in the organization wherein feedback obtained from users would
be implemented and users would be involved in continuous communication process
with the organization.
§ Reliability
for delivery of services: Processes and policies in ISO/IEC 20000 certification
would be such that it would foster much higher level of reliability in service
delivery aspect for the organization.
5.2 Limitations of ISO/IEC 20000 certification
There
are several limitations for implementation of ISO/IEC 20000 certification which
would give motivation for not obtaining ISO/IEC 20000 certification for ITD of
North Dakota. Some of the major limitations which are observed in context of
ITD of North Dakota can be given as under:
§ High
compliance requirements: There are several compliances which need to be
fulfilled by the organization implementing ISO/IEC 20000 certification in the
organization. These compliances may require key changes in the business
processes and this would lead to significant resources invested for business
process re-engineering. Hence for organizations which can’t compromise on the
business processes it would be really difficult to implement the ISO/IEC 20000
certification (Atwell, 2012).
§ Initial
phase for ISO/IEC 20000 certification: ISO/IEC 20000 certification is in its
initial phase of development wherein entire standards and processes for these
certifications are yet to be developed. There can be drastic changes in the
policies and processes adopted for ISO/IEC 20000 certification in some time
which may again led to changes in the business processes and IT service
infrastructure implemented by the organization.
§ High
cost implications: Implementation of ISO/IEC 20000 certification would require
high amount of cost for the implementation of certification. This high amount
of cost would be invested in system design, process re-engineering and training
aspects for the ISO/IEC 20000 certification.
Hence
depending upon the benefits and limitations for the implementation of ISO/IEC
20000 certification it can be advised that ITD department of North Dakota
should implement ISO/IEC 20000 certification in order to enhance service
quality level and ensure continuous improvement in IT services of the
organization. Continuous improvement in the service quality level of the
organizational services would be ensured by providing business solution as per
consumer need and aligning organizational objectives as per the consumer
requirements (Dugmore, 2006).
Conclusion and recommendations to
deputy CIO
Present
paper has explored the area of information technology service management in
specific context for information technology department of North Dakota. In the
first part of present paper importance level of information technology service
management was assessed for ITD department of North Dakota. It was established
that ITSM has high level of importance for ITD and some of the major importance
factors concerning to the organizational environment would include providing
service according to consumer business needs, automated workflow, reducing
service delivery time and enhancing customer service quality thereby
contributing to overall high level of customer satisfaction for the
organization.
Second
part of the present paper talks about ITIL V3 service strategy phase includes
three major factors for the service strategy of the organization which includes
service portfolio management, customer relationship management and financial
management (Dugmore, 2006).
These three parameters would be important in order to implement the service
strategy of the organization so as to gain high competitive advantage by
managing low cost and high level of customer service for the organization. Fourth
part of the current paper evaluates the service design for the current level of
IT service management in ITD of North Dakota. Service design parameter would
include two important aspects which are defining roles & responsibilities
of various stakeholders working in the It environment. Several key roles such
as system administration, service analyst, operation analyst and process
coordinator etc were analyzed for their level of responsibility in the
organization (Eric, 2007). Further important
strategic decision pertaining to outsourcing of the IT services for North
Dakota was determined based on the benefits and limitations of outsourcing
activities. It was made out that benefits of outsourcing are much more in
comparison to the limitations hence it is advisable for the organization to
make benefit from outsourcing of IT services. Fifth part of the current paper
was related with the decision making for adoption of ISO/IEC 20000
certification in the organizational environment. Based on the various benefits
such as focus on quality, continuous improvement and strategy based on service
parameter it was decided that ITD department of North Dakota should adopt
ISO/IEC 20000 certification so that organization can be directed towards
continuous service excellence path.
From
the present paper after analysis of various IT service management aspects
several key recommendations can be made which would help in successful IT
service implementation for the organization and can be given as mentioned
below:
§ ITSM
has high level of importance in ensuring customer satisfaction level for the
organization hence ITSM should be properly managed
§ ITIL
V3 has three major aspects and it is important for North Dakota that they
should manage these three aspects i.e. customer relationship management,
financial management and service portfolio management. Out of the three major
emphasis of the organization should be towards service portfolio management
§ ITD
department of North Dakota should strive continuously so as to make improvement
in IT services area
§ Roles
and responsibilities of IT stakeholders should be defined properly at the time
of system design only. Further each stakeholder should be provided with proper
training so as to carry on with their responsibilities
§ Looking
into benefits of outsourcing activities it is recommended for ITD of North
Dakota that outsourcing should be implemented for management of IT services (Eric, 2007)
§ ISO/IEC
20000 certification should be adopted in the organizational environment so as
to enhance focus of the organization towards service element.
References
Atwell W (2012). "A Practical Guide to Service and Service Models". BMC Software. Retrieved 18 May 2014
Bon, V
(2007). Foundations of IT Service Management Based on ITIL V3. Van Haren
Publishing
Buchsein,
R and Dettmer K (2008). ISO/IEC 20000 – IT Service Management. Benefits and
Requirements for Service Providers and Customers. iET Solutions
Dugmore, J (2006). Achieving
ISO/IEC 20000 - The Differences Between BS 15000 and ISO/IEC 20000. BSI
Group [1]. p. 124. ISBN 0-580-47348-1.
Dugmore, J (2006). "BS 15000 to ISO/IEC 20000 What
difference does it make?". ITNOW
48 (3): 30. doi:10.1093/combul/bwl017
England,
R (2008). Introduction to Real ITSM. CreateSpace Independent Publishing
Platform
Eric J. (2007). "The Eight Essential Elements of an IT Service
Lifecycle". ITSMWatch.com. Retrieved 18 May 2014.
Hlvey, J
and Melby, B (2005) Information Technology Outsourcing Transactions: Process,
Strategies, and Contracts. John Wiley & Sons.
Knapp, D
(2010).The ITSM Process Design Guide. CPDE, ITIL ExpertTM. J. Ross Publishing.
ISBN: 978-1-60427-049-5.
Kolthof,
A (2007). Foundations of IT Service Management Based on ITIL V3: an
introduction, Volume 3. Van Haren Publishing
McBride,
D (2000). A guide to help desk technology, tools & techniques. Course
Technology
Rovers,
M and Haren, V (2012). ISO/IEC 20000-1:2011: A Pocket Guide. Van Haren
Publishing
Sharon T and Ivor M (2012). ITIL Small Scale Implementation. The Stationery Office. ISBN 0-11-330980-5
