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ITECH7400 - IT Service Management and Professional Culture - Federation University
Learning Outcome 1: Describe contemporary approaches to dealing with the social impact of technology in a changing IT service environment.
Learning Outcome 2: Appraise IT service management practices and how they assist organisations.
Learning Outcome 3: Debate the need for organisational change, the key influence of human behaviour and its impacton IT organisational culture in a service driven environment.
Learning Outcome 4: Investigate skills frameworks and develop an awareness of industry certifications relevant to IT professionals.
Learning Outcome 5: Apply the IT service lifecycle, processes and functions in an organisational setting.
Learning Outcome 6: Demonstrate and coordinate best practice IT service management in an organisational setting.
Learning Outcome 7: Utilise professional presentation and communication approaches in a range of IT workplace and service settings.
Learning Outcome 8: Implement and use service management processes and practices in a business organisational context.
Learning Outcom 9: Appreciate the global nature of the IT industry.
You are required to analyse the weekly lecture material of weeks 1 to 8 and create concise content analysissummaries of the theoretical concepts contained in the course lecture slides.
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IT SERVICE MANAGEMENT AND PROFESSIONAL CULTURE
Introduction
Modern-day market, be it goods or facilities can be termed as products and getting the product to the end users is called providing a service. The whole journey of a product from origination to the users undergoes a process to Service Management. In this assessment, the life cycle of a service and its impact on various socio-economic aspects will be touched. IT Service management can be considered as the heart and soul of any service providing organization. It goes through a complete life cycle of planning, development, delivery, operates, and control. ITSM can be considered as a disciplined way to improve performance and quality in any given field.
K3. Contemporary Approaches to Deal with The Social Impact of Technology in a Dynamic IT Service Environment
In recent years there has been a huge development in the kind of technology which is directly related to our social life. When the word technology is mentioned the first thing that crossed most of the individual's minds are smartphones, personal gadgets, social media etc. The IT service environment is totally focused on technologies that directly impact one's social life (Soares, et al. 2015). The market is booming with the newest apps which help people connect with each other. Products are becoming more easily available and the product delivery system is becoming faster day by day. The quality has also improved dramatically in recent years. Today everyone is well connected with each other and the distance between people is just one click away. In today's IT service environment, it is possible to get anything one can possibly want, at their doorstep. IT service management has perfectly utilized the frameworks at their disposal to merge the knowledge, the technical skills and the best practices to deal with the changing service environmentIT service environment.
K4. Appraising IT Service Management Practices
IT Service Management is a profession in its own, which seeks improvement in performance in the organisation through development in its practices. There are mainly two kinds of practices, Best Practices and Good Practices (Wang, et al. 2016). A Best Practice is a technique or series of instructions which is the most productive out of other alternative methods. It is like the perfect recipe for the best results. Best practices may also be referred to as the most widely accepted way of doing things. These practices are not final and are subject to evolve over the course of time with lessons learned and better alternatives. The second aspect is the Good practice, which is more like a guideline and normal flow of the service management lifecycle. These practices are specific to different requirements. Industry standards, training and research and internal expertise are the sources which generate good practices in an IT service environment. Moreover, the employees, customers, advisors and other stakeholders also contribute to determining the good practices. All this knowledge then gets filtered based on customer requirements, market competition, feasibility test and compliance test to finally emerge as the good practices for a specific requirement. Both of these aspects help to determine the performance and the quality of the product for any organization.
K5. Need for Organisational Change and Its Impact On IT Organisational Culture
The main goal of service providing organization is to deliver a product to the end user, who is a human being (Noe, et al. 2017). Therefore, human behaviour and reaction play a key role to influence any change in the organizational structure. In today's service-driven culture it is very important of an organization to adapt to changes and adopt changes as well. If the organization fails to respond to the human needs and their reaction to a product the organization will lose credibility and will soon be replaced by a better competitor. Thus to survive in the current culture of service driven environment, it is very important for any organisation to embrace change.
K6. InvestigatingSkills Frameworks and Developing Industry Certifications Relevant to IT Professionals
IT Service management relies on several frameworks and skills to develop and excel in performance (Abualoush, et al. 2018). Some of the frameworks are IT Infrastructure Library(ITIL), Control Objectives for Information and Related Technology(COBIT) and ISO/IEC 20000 framework.
ITIL is considered as a source of good practice in service management, though it is not a standard framework. The idea of ITIL is to refer a baseline against which the organization can plan and measure improvements. COBIT scopes are much wider than ITL and it provides both good-practice and best-practice. ISO/IES 20000 is the formal standard for IT Service management which is close to the ITIL framework but not dependent on it.
So this is very clear that the knowledge of the frameworks and the skills will be immensely helpful for the development of the organization. To do so the organizations must educate their staff to increase their competencies and skills through industry certifications. New technologies and skill sets are emerging every day and the organisation needs to stay relevant to the technology by being aware of the changing society and requirements and evolve their skills according to that.
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S2. IT Service Lifecycle, Processes and Functions in an Organisational Setting
The IT Service Life Cycle can be applied to almost every organization (Eastman, 2018). Every service to be delivered needs to be planned out and strategized first, which is the first step of the life cycle. After that when the organization is ready with the plan the design and development phase kicks in. After the development, the service is delivered. Then comes the day-to-day support of the product and finally the maintenance and upgrading the product. Similarly, processes and functions are the pillars of any organization. Every organization has a set of guidelines and instructions that needs to be followed. They could be organization policies as well. All organizations are segregated into different sectors that perform specific functions. This segregation along with the processes make it easier for the organization to operate.
S3. Demonstrating and Coordinating Best Practice IT Service Management in an Organisational Setting
It is very essential for organizations to handle and solve the IT related issues on a daily basis to sustain the business. To handle such issues with ease, the organisation needs an IT Service Management (ITSM) to execute a robust approach to deliver, monitor, design and manage the operationswithin the organizations (Barafort, Mesquida, & Mas, 2017). It serves the purpose of aligning the goals of the business with IT. The best practice IT service management is an organizational setting are as follows:
1. Consistent Improvement
2. Information Security
3. Implementation of Structured Workflow
4. Holistically Approach
5. Proactive
6. Integration
This above approach enables the organizations to handle IT related issues with ease. With the changing trend, it is very essential for the organization to maintain consistent improvement in its operations (Fitzgerald, & Stol, 2017). The information is the key components and it needs to be secured as it helps in decision making. A proper structure should be followed to have clarity about the activities of the operations or activities involved within the organizations. The approach should be holistic to get a better idea about the management services.
S4. Utilising Professional Presentation and Communication Approaches in IT Workplace
Communication in a workplace is very essential for the organizations as it permits the company to perform its operation effectively (Hanaysha, 2016). It increases the overall productivity of the company. A better communication approach allows employees to more productive and effective as it would increase their moral and commit them to work toward the single goal of the organizations. The communication within the IT industry is of a varied nature. The varied types of communication are verbal, nonverbal, body language, telephonic communications and written communications. Proper communication within the organization enables the stakeholders to perform basic functions of the management like planning, motivating, controlling an organising in an efficient way. It eliminates the misunderstanding among the employees and clear information is delivered easily within the company. In the IT industry, communication permits the technical staffs to minimise the risk associated with operations as it improves the flow of information.
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A2. Implementing and Using Service Management Processes and Practices in A Business Organisation
ITSM is defined as approach or process of delivering, designing, managing and enhancing the IT services of the organisations, which in return provides the efficient user experiences (Wijesinghe, Scheepers, & Mcloughlin, 2016). The ISTM processes involve five stages, which are based on the ITIL framework, these are as follows:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operations
5. Consistency Improvement of Service
ITSM is involved in every company irrespective to the size of business which confirms that service requests, problem changes, incidents and other IT services are managed in an efficient way. ITSM process has a positive impact on the IT organizations overall functions. It reduces the IT operational cost and provides higher returns on IT investments. Service outages are minimal in this process. It is able to create a well-defined, manageable and repeatable IT process. The process enables the organisation to analysis IT problems and to reduce the repeated issues (Abdelkebir, Maleh,&Belaissaoui, 2017). It improves the overall efficiency of IT help desk teams. IT changes are implemented with ease and without any risk due to IT service management. The process allows transparent IT services and process. These above process of ITSM enables the organization to perform its daily task in a smooth way.
V2. Appreciating the global nature of the IT industry
The IT industry is one of the most promising industries in the world and it has become globally the most robust industry. It plays a very crucial role in the development of software and hardware which is necessary for any organisations for their daily task. It effects on the growth of every business and also enables other industry to maximise their potential by establishing their presence globally. It has provided a lot of services which have to change the perception of the world. It has filled the gap between the countries as due to this industry, people can easily communicate and do business with ease (Avgerou, & Walsham,2017). It has boosted the economies of the world and provided a lot of resources to the other industries to enhance their growth. The use of information technology in any sector enables the organizations to improves their operational efficiency and adds transparency to the operations.
Conclusion
From the above study, it can be concluded, that IT Service Management plays a vital role in the development of the company. The company totally rely on ITSM for the proper functioning of the operations.The IT service environment is totally dedicated to technologies that directly influence one's social life.If the business fails to respond to the human requirements and their reaction to a product, the organization will lose trustworthiness and will soon be substituted by a superior competitor.To develop and excel in performance the frameworks used are IT Infrastructure Library(ITIL), Control Objectives for Information and Related Technology(COBIT) and ISO/IEC 20000 framework.IT Service Management (ITSM) effectively execute a robust approach to deliver, monitor, design and manage the operations within the organizations to handle issues with ease. This study has successfully discussed the important aspects of IT Service Management which provides a clear understanding of the study.
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