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I have course work on course IT Infrastructure and Service Management
can you help me to answer this course work please
Report (50% of grade) – by due date ( 8 March)
Case study of fictional company
Draw out and understand a process
Develop a chart to show new roles and responsibilities
report on critical evaluation of current IT service management practice in an organisation)worth 50% of the total module assessment (4, 5).
Description of Coursework
The graded coursework is based on the case study of the fictional “McKinsey Oil Pump (MOP) contained in a separate document. Please read the case study before continuing.
You are acting as an IT consultant who has been invited to help Fiona (MD) improve the situation in the company. You believe that the ITIL framework would provide a good basis for introducing better organization and processes to the company. You will do this by submitting a report to persuade her that ITIL is the way forward. The report will have three sections and each is graded separately as outlined below.
Section 1 – Benefits of ITIL
This should consist of about one page (certainly no more than 2!) describing the concept of ITSM and introducing the ITIL framework as a basis for improving the situation at the Company (please check the ITIL version). The aim here is to be concise and not ramble – pay close attention to the amount of text expected in each section. You will not be rewarded for putting in extra text, but you may be penalised!
In an Introduction section, provide a brief overview or introduction to ITSM concept and ITIL (2 paragraphs at most) – why is it a credible framework to use? Then, describe some of the generic benefits of ITIL that almost any company would gain from its use (one paragraph). Finally, describe 2 – 4 specific benefits ITIL will bring to the company based on your reading of the case study (2/4 paragraphs). Refer to five relevant success and/or critical success factors that make ITIL implementation a success.
While writing this section, make sure that you use adequate journal references rather than websites or white papers.
Section 2 – ITIL Proposal
The case study has provided you with the IT issues that they face. In this regard suggest a roadmap of ITIL processes that they need to implement to solve the specific issues and even overcome future IT service problems. The roadmap should have three phases with at least two ITIL processes in each phase and provide rationale for each of your choice and how this will address the specific problems in the company.
Section 3 – RACI Chart
A RACI chart is a useful tool for showing the roles and responsibilities of people associated with a service or project. As the third part of your coursework, you will demonstrate the use of this tool as applied to a proposed Incident and Problem Management process to be put in place for MOP.
For the purposes of this activity, the following people will have some role to play in the process:
• Carly Kendal
• Helpdesk Staff (Rita, Sue and Bob and possibly others in the future)
• Technical Experts – these are the members of the IT Operations team who may be needed to resolve more complex problems
• Barry Imrie
• User / Customer – usually the person having the problem
• Vendor / Supplier – Third party experts, if required
Your RACI chart should use the list above – do NOT add extra people!
As far as the process is concerned, assume it has been decided that it will have the following activities:
**Telephone Number Removed** . Evaluate Problem Solution
13. Create Solution
14. Close Problem and update Knowledge Base with workaround
Remember: Several people may have responsibility (R) for a given activity but only one person can be accountable (A). Several people may be (both) consulted (C) and informed (I), or perhaps only one of these, during an activity. When someone is Responsible or Accountable, you can assume that they are also Consulted and Informed and so you do not need to use C or I in a cell where you have used R or A. Please create a RACI chart for this process based on your knowledge of the company from the case study. Write a paragraph on justifications for your choice for at least three roles.