IRM4720
ASSIGNMENT 2 2025
UNIQUE NO. 665706
DUE DATE: 15 AUGUST 2025
, IRM4720 Assignment 2 (2025).
SECTION A: WORKPLACE CASE STUDY
[20 Marks]
Organisation Chosen: Capitec Bank South Africa (real organisation known for
adopting ITIL in their IT Service Management practices)
1. Framework and Specific Framework Components Implemented [4 Marks]
Capitec Bank has implemented the ITIL (Information Technology Infrastructure
Library) framework to improve its IT service delivery and operations. The specific ITIL
components implemented include:
Incident Management – for restoring normal service operations quickly
Change Management – for managing IT changes with minimal disruption
Service Desk Function – acting as the single point of contact for IT issues
Problem Management – to identify and remove the root causes of recurring
incidents
These components fall under the ITIL Service Operation and Service Transition
phases.
2. Implementation and Objectives of Components [8 Marks]
Capitec has structured these components as follows:
Incident Management:
o Implemented via a centralized ticketing system (e.g., BMC Remedy)
o Objective: Minimize business disruption by resolving IT issues promptly
ASSIGNMENT 2 2025
UNIQUE NO. 665706
DUE DATE: 15 AUGUST 2025
, IRM4720 Assignment 2 (2025).
SECTION A: WORKPLACE CASE STUDY
[20 Marks]
Organisation Chosen: Capitec Bank South Africa (real organisation known for
adopting ITIL in their IT Service Management practices)
1. Framework and Specific Framework Components Implemented [4 Marks]
Capitec Bank has implemented the ITIL (Information Technology Infrastructure
Library) framework to improve its IT service delivery and operations. The specific ITIL
components implemented include:
Incident Management – for restoring normal service operations quickly
Change Management – for managing IT changes with minimal disruption
Service Desk Function – acting as the single point of contact for IT issues
Problem Management – to identify and remove the root causes of recurring
incidents
These components fall under the ITIL Service Operation and Service Transition
phases.
2. Implementation and Objectives of Components [8 Marks]
Capitec has structured these components as follows:
Incident Management:
o Implemented via a centralized ticketing system (e.g., BMC Remedy)
o Objective: Minimize business disruption by resolving IT issues promptly
