IRM4720
Assignment 2
Unique No: 665706
Due 15 August 2025
, SECTION A: Workplace Case Study
Organisation: Vodacom South Africa
1. Adopted Framework and Key Components (4 marks)
Vodacom South Africa has adopted the ITIL v4 (Information Technology Infrastructure
Library) framework for managing its IT service operations. The main elements of ITIL
implemented by the organisation include:
Incident Management
Change Management
Service Desk
Problem Management
Service Level Management (SLM)
These practices form part of ITIL’s Service Value System (SVS), which is underpinned
by core principles, governance structures, a service value chain, and a cycle of ongoing
improvement.
2. Application of Components and Their Purpose (8 marks)
Incident Management: This component helps restore normal service function
quickly after disruptions. At Vodacom, incidents are captured via an automated
service desk system and ranked according to severity and urgency.
Change Management: Focuses on executing changes efficiently while
minimising risk. Vodacom uses Change Advisory Boards (CAB) to review and
approve significant updates or adjustments to the system.
Service Desk: Serves as the central contact point for users experiencing
technical issues. Vodacom operates a unified service desk to manage all IT-
related queries and incidents.
Assignment 2
Unique No: 665706
Due 15 August 2025
, SECTION A: Workplace Case Study
Organisation: Vodacom South Africa
1. Adopted Framework and Key Components (4 marks)
Vodacom South Africa has adopted the ITIL v4 (Information Technology Infrastructure
Library) framework for managing its IT service operations. The main elements of ITIL
implemented by the organisation include:
Incident Management
Change Management
Service Desk
Problem Management
Service Level Management (SLM)
These practices form part of ITIL’s Service Value System (SVS), which is underpinned
by core principles, governance structures, a service value chain, and a cycle of ongoing
improvement.
2. Application of Components and Their Purpose (8 marks)
Incident Management: This component helps restore normal service function
quickly after disruptions. At Vodacom, incidents are captured via an automated
service desk system and ranked according to severity and urgency.
Change Management: Focuses on executing changes efficiently while
minimising risk. Vodacom uses Change Advisory Boards (CAB) to review and
approve significant updates or adjustments to the system.
Service Desk: Serves as the central contact point for users experiencing
technical issues. Vodacom operates a unified service desk to manage all IT-
related queries and incidents.
