IRM4720
Assignment 2
DUE 15 August 2025
, SECTION A: WORKPLACE CASE STUDY
Organisation: Vodacom South Africa
1. Framework and Key Components Implemented (4 marks)
Vodacom South Africa has implemented the ITIL v4 (Information Technology
Infrastructure Library version 4) framework to improve and manage its IT services
efficiently. The company utilizes several foundational ITIL practices, including:
Incident Management
Change Management
Service Desk Operations
Problem Management
Service Level Management (SLM)
These elements function within ITIL’s broader Service Value System (SVS), which
integrates aspects such as governance, guiding principles, continual improvement, the
service value chain, and established best practices to ensure value delivery across IT
services.
2. Implementation and Goals (8 marks)
Incident Management
Vodacom’s objective is to promptly restore IT services following any disruption.
An automated system is used to register incidents, which are then categorized
and prioritized based on severity and urgency, ensuring a structured and quick
resolution.
Change Management
This process aims to implement changes to IT systems with minimal disruption.
Vodacom has established a Change Advisory Board (CAB) to review, assess,
and authorize significant changes, thereby reducing potential risks associated
with system modifications.
Assignment 2
DUE 15 August 2025
, SECTION A: WORKPLACE CASE STUDY
Organisation: Vodacom South Africa
1. Framework and Key Components Implemented (4 marks)
Vodacom South Africa has implemented the ITIL v4 (Information Technology
Infrastructure Library version 4) framework to improve and manage its IT services
efficiently. The company utilizes several foundational ITIL practices, including:
Incident Management
Change Management
Service Desk Operations
Problem Management
Service Level Management (SLM)
These elements function within ITIL’s broader Service Value System (SVS), which
integrates aspects such as governance, guiding principles, continual improvement, the
service value chain, and established best practices to ensure value delivery across IT
services.
2. Implementation and Goals (8 marks)
Incident Management
Vodacom’s objective is to promptly restore IT services following any disruption.
An automated system is used to register incidents, which are then categorized
and prioritized based on severity and urgency, ensuring a structured and quick
resolution.
Change Management
This process aims to implement changes to IT systems with minimal disruption.
Vodacom has established a Change Advisory Board (CAB) to review, assess,
and authorize significant changes, thereby reducing potential risks associated
with system modifications.
