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 adopted the ITIL v4 framework to streamline its IT service
management. The organization implements several core practices from the framework,
which include:
Incident Management
Change Management
Service Desk Operations
Problem Management
Service Level Management (SLM)
These practices function within the broader Service Value System (SVS) of ITIL v4,
which incorporates essential elements such as governance, guiding principles, the
service value chain, ongoing improvement, and best practices.
2. Implementation and Goals (8 marks)
Incident Management: Vodacom’s goal is to restore IT services as swiftly as
possible following any service disruption. An automated service desk system is
used to log incidents, which are then prioritized according to their severity and
urgency.
Change Management: This process focuses on handling IT changes with
minimal disruption and risk. Vodacom relies on a Change Advisory Board
(CAB) to assess and authorize significant modifications to the IT environment.
Service Desk: Serving as the first point of contact for users, Vodacom’s
centralized service desk manages technical support requests and incident
reports, ensuring efficient communication and resolution.
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 adopted the ITIL v4 framework to streamline its IT service
management. The organization implements several core practices from the framework,
which include:
Incident Management
Change Management
Service Desk Operations
Problem Management
Service Level Management (SLM)
These practices function within the broader Service Value System (SVS) of ITIL v4,
which incorporates essential elements such as governance, guiding principles, the
service value chain, ongoing improvement, and best practices.
2. Implementation and Goals (8 marks)
Incident Management: Vodacom’s goal is to restore IT services as swiftly as
possible following any service disruption. An automated service desk system is
used to log incidents, which are then prioritized according to their severity and
urgency.
Change Management: This process focuses on handling IT changes with
minimal disruption and risk. Vodacom relies on a Change Advisory Board
(CAB) to assess and authorize significant modifications to the IT environment.
Service Desk: Serving as the first point of contact for users, Vodacom’s
centralized service desk manages technical support requests and incident
reports, ensuring efficient communication and resolution.
