[TYPE THE COMPANY NAME]
IRM4720 Assignment
2 (COMPLETE
ANSWERS) 2025 - DUE
15 August 2025
NO PLAGIARISM
[Pick the date]
[Type the abstract of the document here. The abstract is typically a short summary of the contents of
the document. Type the abstract of the document here. The abstract is typically a short summary of
the contents of the document.]
,Exam (elaborations)
IRM4720 Assignment 2 (COMPLETE
ANSWERS) 2025 - DUE 15 August 2025
Course
Principle Concepts of ITSM (IRM4720)
Institution
University Of South Africa (Unisa)
Book
Quality of Information and Communications Technology
IRM4720 Assignment 2 (COMPLETE ANSWERS) 2025 - DUE 15 August 2025;
100% TRUSTED Complete, trusted solutions and explanations. Ensure your
success with us..
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. This
study source was downloaded by from CourseH on 07-14-2025 17:28:56 GMT
-05:00 IRM4720/102/0/2025 3 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.
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 – Give an
example in the reservation system 2. Capabilities – Give an example in the
reservation system Do the same for the other components – Control (Policy
and strategy, Plans and objectives, etc.) and Process (Activities, Tasks,
Procedures, etc.) This study source was downloaded by from CourseH on 07-
14-2025 17:28:56 GMT -05:00 4 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. 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) This study
source was downloaded by from CourseH on 07-14-2025 17:28:56 GMT -
05:00 IRM4720/102/0/2025 5 3. What is your understanding of the term
‘socio-technical system’ (STS) in relation to ITSM? Provide a diagram to
illustrate STS. (3) 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) 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. Question 2 (6) Discuss the three types
of service providers. Question 3 (4) Discuss the four Ps of service strategy.
Question 4 (8) Discuss the four ways CSI recognises the value IT provides to
the business. Question 5 (4) Discuss the four objectives of the CSI. Question
6 (4) Discuss four reasons for measurement in the IT service management
environment. Question 7 (4) What are the objectives of the following
functions? 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. This study source was downloaded by from
CourseH on 07-14-2025 17:28:56 GMT -05:00 6 Question 9 (14) Give all the
IRM4720 Assignment
2 (COMPLETE
ANSWERS) 2025 - DUE
15 August 2025
NO PLAGIARISM
[Pick the date]
[Type the abstract of the document here. The abstract is typically a short summary of the contents of
the document. Type the abstract of the document here. The abstract is typically a short summary of
the contents of the document.]
,Exam (elaborations)
IRM4720 Assignment 2 (COMPLETE
ANSWERS) 2025 - DUE 15 August 2025
Course
Principle Concepts of ITSM (IRM4720)
Institution
University Of South Africa (Unisa)
Book
Quality of Information and Communications Technology
IRM4720 Assignment 2 (COMPLETE ANSWERS) 2025 - DUE 15 August 2025;
100% TRUSTED Complete, trusted solutions and explanations. Ensure your
success with us..
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. This
study source was downloaded by from CourseH on 07-14-2025 17:28:56 GMT
-05:00 IRM4720/102/0/2025 3 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.
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 – Give an
example in the reservation system 2. Capabilities – Give an example in the
reservation system Do the same for the other components – Control (Policy
and strategy, Plans and objectives, etc.) and Process (Activities, Tasks,
Procedures, etc.) This study source was downloaded by from CourseH on 07-
14-2025 17:28:56 GMT -05:00 4 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. 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) This study
source was downloaded by from CourseH on 07-14-2025 17:28:56 GMT -
05:00 IRM4720/102/0/2025 5 3. What is your understanding of the term
‘socio-technical system’ (STS) in relation to ITSM? Provide a diagram to
illustrate STS. (3) 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) 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. Question 2 (6) Discuss the three types
of service providers. Question 3 (4) Discuss the four Ps of service strategy.
Question 4 (8) Discuss the four ways CSI recognises the value IT provides to
the business. Question 5 (4) Discuss the four objectives of the CSI. Question
6 (4) Discuss four reasons for measurement in the IT service management
environment. Question 7 (4) What are the objectives of the following
functions? 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. This study source was downloaded by from
CourseH on 07-14-2025 17:28:56 GMT -05:00 6 Question 9 (14) Give all the
