IRM4720
Assignment 2 2025
(Answer Guide) -
Due 15 August 2025
QUESTIONS WITH 100%
VERIFIED AND
CERTIFIED ANSWERS.
,1|Page
IRM4720 Assignment 2 2025 (Answer Guide) - Due 15 August 2025
VERIFIED AND CERTIFIED ANSWERS. WRITTEN IN REQUIRED FORMAT AND WITHIN
GIVEN GUIDELINES. IT IS GOOD TO USE AS A GUIDE AND FOR REFERENCE, NEVER
PLAGARIZE. Thank you and success in your academics.
UNISA, 2025
Contents
SECTION A: WORKPLACE CASE STUDY ......................................................................................... 3
1. The framework and specific framework components implemented (4 marks) ......................... 3
2. How the framework components are implemented and their intended objectives (8 marks) 3
3. Critical analysis of whether the components are succeeding in achieving the objectives and
potential improvements (8 marks) ....................................................................................................... 5
SECTION B: CASE STUDY – Airline Reservation System............................................................. 7
1. ENABLERS ......................................................................................................................................... 7
2. CONTROL........................................................................................................................................... 8
3. PROCESS........................................................................................................................................... 9
Conclusion ............................................................................................................................................... 9
SECTION C: RESEARCH ARTICLE [15 MARKS] ............................................................................ 10
1. Relationship between ITSM and ITIL (2 marks).......................................................................... 10
2. Organisational Change (OC): Types and Strategies (4 marks) ................................................ 11
3. Socio-Technical System (STS) in relation to ITSM (3 marks) .................................................. 12
4. Justification of Four Common Initial ITIL Processes/Functions (6 marks) .............................. 13
SECTION D: SHORT ANSWER QUESTIONS [70 MARKS] ........................................................... 14
Question 1 (3 marks) ........................................................................................................................... 14
Define the term service asset and explain the two aspects service providers use to create
value. ...................................................................................................................................................... 14
Question 2 (6 marks) ........................................................................................................................... 15
Discuss the three types of service providers. .................................................................................. 15
Question 3 (4 marks) ........................................................................................................................... 15
Discuss the four Ps of service strategy............................................................................................. 15
Question 4 (4 marks) ........................................................................................................................... 15
Discuss the four ways CSI recognises the value IT provides to the business. .......................... 15
Question 5 (4 marks) ........................................................................................................................... 16
, 2|Page
Discuss the four objectives of the CSI. ............................................................................................. 16
Question 6 (4 marks) ........................................................................................................................... 16
Discuss four reasons for measurement in the IT service management environment. .............. 16
Question 7 (4 marks) ........................................................................................................................... 16
What are the objectives of the following functions? ........................................................................ 16
Question 8 (6 marks) ........................................................................................................................... 17
Three types of Service Level Agreements (SLAs): ......................................................................... 17
Question 9 (14 marks) ......................................................................................................................... 17
7-Step Improvement Process Activities: ........................................................................................... 17
Question 10 (17 marks) ....................................................................................................................... 17
10.1 Difference between component availability and service availability (4 marks) .................. 17
10.2 Component Availability Data.................................................................................................. 18
10.3 Server availability (2 marks) .................................................................................................. 18
10.4 Annual downtime (2 marks) ................................................................................................... 19
10.5 MTBSI (2 marks) ..................................................................................................................... 19
10.6 MTBF (3 marks) ....................................................................................................................... 19
References ............................................................................................................................................... 20
Assignment 2 2025
(Answer Guide) -
Due 15 August 2025
QUESTIONS WITH 100%
VERIFIED AND
CERTIFIED ANSWERS.
,1|Page
IRM4720 Assignment 2 2025 (Answer Guide) - Due 15 August 2025
VERIFIED AND CERTIFIED ANSWERS. WRITTEN IN REQUIRED FORMAT AND WITHIN
GIVEN GUIDELINES. IT IS GOOD TO USE AS A GUIDE AND FOR REFERENCE, NEVER
PLAGARIZE. Thank you and success in your academics.
UNISA, 2025
Contents
SECTION A: WORKPLACE CASE STUDY ......................................................................................... 3
1. The framework and specific framework components implemented (4 marks) ......................... 3
2. How the framework components are implemented and their intended objectives (8 marks) 3
3. Critical analysis of whether the components are succeeding in achieving the objectives and
potential improvements (8 marks) ....................................................................................................... 5
SECTION B: CASE STUDY – Airline Reservation System............................................................. 7
1. ENABLERS ......................................................................................................................................... 7
2. CONTROL........................................................................................................................................... 8
3. PROCESS........................................................................................................................................... 9
Conclusion ............................................................................................................................................... 9
SECTION C: RESEARCH ARTICLE [15 MARKS] ............................................................................ 10
1. Relationship between ITSM and ITIL (2 marks).......................................................................... 10
2. Organisational Change (OC): Types and Strategies (4 marks) ................................................ 11
3. Socio-Technical System (STS) in relation to ITSM (3 marks) .................................................. 12
4. Justification of Four Common Initial ITIL Processes/Functions (6 marks) .............................. 13
SECTION D: SHORT ANSWER QUESTIONS [70 MARKS] ........................................................... 14
Question 1 (3 marks) ........................................................................................................................... 14
Define the term service asset and explain the two aspects service providers use to create
value. ...................................................................................................................................................... 14
Question 2 (6 marks) ........................................................................................................................... 15
Discuss the three types of service providers. .................................................................................. 15
Question 3 (4 marks) ........................................................................................................................... 15
Discuss the four Ps of service strategy............................................................................................. 15
Question 4 (4 marks) ........................................................................................................................... 15
Discuss the four ways CSI recognises the value IT provides to the business. .......................... 15
Question 5 (4 marks) ........................................................................................................................... 16
, 2|Page
Discuss the four objectives of the CSI. ............................................................................................. 16
Question 6 (4 marks) ........................................................................................................................... 16
Discuss four reasons for measurement in the IT service management environment. .............. 16
Question 7 (4 marks) ........................................................................................................................... 16
What are the objectives of the following functions? ........................................................................ 16
Question 8 (6 marks) ........................................................................................................................... 17
Three types of Service Level Agreements (SLAs): ......................................................................... 17
Question 9 (14 marks) ......................................................................................................................... 17
7-Step Improvement Process Activities: ........................................................................................... 17
Question 10 (17 marks) ....................................................................................................................... 17
10.1 Difference between component availability and service availability (4 marks) .................. 17
10.2 Component Availability Data.................................................................................................. 18
10.3 Server availability (2 marks) .................................................................................................. 18
10.4 Annual downtime (2 marks) ................................................................................................... 19
10.5 MTBSI (2 marks) ..................................................................................................................... 19
10.6 MTBF (3 marks) ....................................................................................................................... 19
References ............................................................................................................................................... 20
