IRM4720
ASSIGNMENT 2 SEMESTER 2 2023
, IRM4720/102/0/2023
Principle Concepts of IT Service Management
IRM4720
Assignment 2 Questions
School of Computing
IMPORTANT INFORMATION
Please register on myUnisa, activate your myLife e-mail address and
make sure that you have regular access to the myUnisa module
website, IRM4720-23-Y, as well as your group website where
applicable.
BARCODE
, ASSIGNMENT ADMINISTRATION
Assignment 2
Due Date 25 August 2023
Submission procedure Electronically via myUnisa
Study material Chapters 1-31 (prescribed textbook)
Total Marks 110
Contribution to year mark 70%
Unique assignment number 308439
Description This is the main assignment that contributes most to your year
mark. Hence, it is important that you attempt the assignment after
going through the relevant study material.
SECTION A: WORKPLACE CASE STUDY [20 MARKS]
The assignment is based on a specific identified organisation in South Africa. 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 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.
Questions
Discuss the ITSM framework(s) that are implemented in the identified organisation. Then
discuss the implementation of the identified framework in that organisation. The discussion
points must cover the following aspects:
1. The framework and specific framework components implemented clearly identified. (4)
2. How the framework components are implemented and what exactly are the objectives the
components intend to achieve. (8)
3. Critical analysis of whether the components are succeeding in achieving the objectives. If
there are gaps, provide potential solutions or improvements. (8)
2
, IRM4720/102/0/2023
SECTION B: CASE STUDY [20 MARKS]
Read the case study below and answer the questions that follow. It is important that
you avoid writing textbook material that is not answering specific questions asked in the case
study. NO marks will be awarded for general answers that just mention concepts in the question
but do not answer the questions as asked.
To ensure that ZOY Pharmaceutical is managed and maintained with the greatest efficiency,
ZOY IT staff must keep its hardware and software systems up and running on a 24x7 basis.
ZOY implemented the ITIL framework three years back. It helped the organisation service desk
to respond quickly to incidents. Furthermore, the group conducted application rollouts and
upgrades that effectively reduce long-term costs and promotes flexibility within its computing
environment that support the future business growth. To achieve the next level of ITSM
objectives you are appointed as the CSI manager. Some of these objectives given to you
includes verifying that measurement and metrics are in place and that milestones were
achieved, process compliance is high, and the business objectives priorities were met by the
level of service. Finally, the suggested approach by you should ensure that the momentum for
quality improvement is maintained by assuring that change become embedded in the
organization.
As a CSI manager before you implement any initiatives you need to understand the role of other
lifecycle stages within ZOY Pharmaceutical.
1. Name the inputs from other service lifecycle stages to CSI, which can help you to build up
your plan? (3)
2. Discuss why ZOY implemented the service desk as one of the initial implementations of
ITSM components. (5)
3. Following on the implementation of the service desk, which are the most likely components
(processes or functions) to be implemented next to support the service desk? Choose
THREE and motivate your selection. (6)
4. Identify THREE objectives within ZOY and select the tool you can use to achieve each
objective. You need to select at least THREE tools/techniques. (6)
3
ASSIGNMENT 2 SEMESTER 2 2023
, IRM4720/102/0/2023
Principle Concepts of IT Service Management
IRM4720
Assignment 2 Questions
School of Computing
IMPORTANT INFORMATION
Please register on myUnisa, activate your myLife e-mail address and
make sure that you have regular access to the myUnisa module
website, IRM4720-23-Y, as well as your group website where
applicable.
BARCODE
, ASSIGNMENT ADMINISTRATION
Assignment 2
Due Date 25 August 2023
Submission procedure Electronically via myUnisa
Study material Chapters 1-31 (prescribed textbook)
Total Marks 110
Contribution to year mark 70%
Unique assignment number 308439
Description This is the main assignment that contributes most to your year
mark. Hence, it is important that you attempt the assignment after
going through the relevant study material.
SECTION A: WORKPLACE CASE STUDY [20 MARKS]
The assignment is based on a specific identified organisation in South Africa. 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 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.
Questions
Discuss the ITSM framework(s) that are implemented in the identified organisation. Then
discuss the implementation of the identified framework in that organisation. The discussion
points must cover the following aspects:
1. The framework and specific framework components implemented clearly identified. (4)
2. How the framework components are implemented and what exactly are the objectives the
components intend to achieve. (8)
3. Critical analysis of whether the components are succeeding in achieving the objectives. If
there are gaps, provide potential solutions or improvements. (8)
2
, IRM4720/102/0/2023
SECTION B: CASE STUDY [20 MARKS]
Read the case study below and answer the questions that follow. It is important that
you avoid writing textbook material that is not answering specific questions asked in the case
study. NO marks will be awarded for general answers that just mention concepts in the question
but do not answer the questions as asked.
To ensure that ZOY Pharmaceutical is managed and maintained with the greatest efficiency,
ZOY IT staff must keep its hardware and software systems up and running on a 24x7 basis.
ZOY implemented the ITIL framework three years back. It helped the organisation service desk
to respond quickly to incidents. Furthermore, the group conducted application rollouts and
upgrades that effectively reduce long-term costs and promotes flexibility within its computing
environment that support the future business growth. To achieve the next level of ITSM
objectives you are appointed as the CSI manager. Some of these objectives given to you
includes verifying that measurement and metrics are in place and that milestones were
achieved, process compliance is high, and the business objectives priorities were met by the
level of service. Finally, the suggested approach by you should ensure that the momentum for
quality improvement is maintained by assuring that change become embedded in the
organization.
As a CSI manager before you implement any initiatives you need to understand the role of other
lifecycle stages within ZOY Pharmaceutical.
1. Name the inputs from other service lifecycle stages to CSI, which can help you to build up
your plan? (3)
2. Discuss why ZOY implemented the service desk as one of the initial implementations of
ITSM components. (5)
3. Following on the implementation of the service desk, which are the most likely components
(processes or functions) to be implemented next to support the service desk? Choose
THREE and motivate your selection. (6)
4. Identify THREE objectives within ZOY and select the tool you can use to achieve each
objective. You need to select at least THREE tools/techniques. (6)
3
