,IRM4720 Assignment 2 (COMPLETE ANSWERS)
Semester 1 2025 – DUE 15 August 2025; 100% correct
solutions and explanations.
Section A: Workplace Case Study [20 marks]
CASE STUDY: ITSM IMPLEMENTATION AT UBUNTU
TECH SOLUTIONS (PTY) LTD
1. Framework and Specific Framework Components
Implemented (4 marks)
Ubuntu Tech Solutions, an IT support and software development
company based in Johannesburg, has adopted the ITIL
(Information Technology Infrastructure Library)
framework to improve its IT Service Management processes.
The specific components (processes and functions) of ITIL
implemented at Ubuntu Tech include:
Incident Management
Problem Management
Change Management
Service Desk Function
These components fall within the ITIL framework and are
essential to enhancing service delivery, reducing downtime, and
improving client satisfaction.
, 2. How the Framework Components are Implemented and
Their Objectives (8 marks)
The components of ITIL are implemented at Ubuntu Tech
Solutions as follows:
a) Incident Management:
Implemented through an internal ticketing system
(FreshService), the goal is to restore normal service operation
as quickly as possible and minimise the impact on business
operations. All user issues are logged, prioritised, and assigned
to technicians. The system supports SLA (Service Level
Agreement) tracking to ensure time-bound resolutions.
b) Problem Management:
Problem records are raised when recurring incidents are
identified. A root cause analysis (RCA) is performed using tools
like the "5 Whys" and Ishikawa diagrams. The objective is to
prevent incidents from recurring and to eliminate the root
cause of problems.
c) Change Management:
Ubuntu Tech has established a Change Advisory Board (CAB)
that meets weekly to evaluate and approve Requests for Change
(RFC). The objective is to ensure all changes are planned,
tested, and deployed with minimal risk and disruption to
services. Changes follow a standard workflow: request, impact
assessment, approval, implementation, and post-change review.
d) Service Desk Function:
The Service Desk acts as the single point of contact (SPOC)
for all users. Staff are trained to log calls, provide first-level
Semester 1 2025 – DUE 15 August 2025; 100% correct
solutions and explanations.
Section A: Workplace Case Study [20 marks]
CASE STUDY: ITSM IMPLEMENTATION AT UBUNTU
TECH SOLUTIONS (PTY) LTD
1. Framework and Specific Framework Components
Implemented (4 marks)
Ubuntu Tech Solutions, an IT support and software development
company based in Johannesburg, has adopted the ITIL
(Information Technology Infrastructure Library)
framework to improve its IT Service Management processes.
The specific components (processes and functions) of ITIL
implemented at Ubuntu Tech include:
Incident Management
Problem Management
Change Management
Service Desk Function
These components fall within the ITIL framework and are
essential to enhancing service delivery, reducing downtime, and
improving client satisfaction.
, 2. How the Framework Components are Implemented and
Their Objectives (8 marks)
The components of ITIL are implemented at Ubuntu Tech
Solutions as follows:
a) Incident Management:
Implemented through an internal ticketing system
(FreshService), the goal is to restore normal service operation
as quickly as possible and minimise the impact on business
operations. All user issues are logged, prioritised, and assigned
to technicians. The system supports SLA (Service Level
Agreement) tracking to ensure time-bound resolutions.
b) Problem Management:
Problem records are raised when recurring incidents are
identified. A root cause analysis (RCA) is performed using tools
like the "5 Whys" and Ishikawa diagrams. The objective is to
prevent incidents from recurring and to eliminate the root
cause of problems.
c) Change Management:
Ubuntu Tech has established a Change Advisory Board (CAB)
that meets weekly to evaluate and approve Requests for Change
(RFC). The objective is to ensure all changes are planned,
tested, and deployed with minimal risk and disruption to
services. Changes follow a standard workflow: request, impact
assessment, approval, implementation, and post-change review.
d) Service Desk Function:
The Service Desk acts as the single point of contact (SPOC)
for all users. Staff are trained to log calls, provide first-level
