IRM4720 Assignment 2 Due 28 August 2024 (Detailed solution)
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Course
Principle Concepts of ITSM
Institution
University Of South Africa
Book
Introduction to the ITIL Service Lifecycle
SECTION A: WORKPLACE CASE STUDY
Objective: To Analyze the implementation of an ITSM framework in a real or
fictional organization.
1. Identify the Framework and Specific Components Implemented
Framework:
The organization implements the ITIL (Information Technology Infrastructure Library)
...
IRM4720 Assignment 2 (COMPLETE ANSWERS) 2024 (330426) - DUE 28 August 2024
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Principle Concepts of ITSM
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IRM4720
Assignment 2
Unique No: 330426
DUE 28 August 2024
, SECTION A: WORKPLACE CASE STUDY
Objective: To Analyze the implementation of an ITSM framework in a real or
fictional organization.
1. Identify the Framework and Specific Components Implemented
Framework:
The organization implements the ITIL (Information Technology Infrastructure Library)
framework.
Components Implemented:
▪ Incident Management
▪ Change Management
▪ Service Asset & Configuration Management
▪ Problem Management
2. Explain the Implementation of the Framework Components and Their
Objectives (8 Marks)
Incident Management:
Implementation: A centralized incident management system logs, categorizes, and
prioritizes IT incidents. Automated alerts are generated for high -priority issues.
Objectives: To restore normal service operation as quickly as possible, minimizing
the impact on business operations.
Change Management:
Implementation: Changes are proposed, reviewed, and authorized by a Change
Advisory Board (CAB). Changes are documented, with rollback plans in place.
Objectives: To ensure that all changes are managed systematically, minimizing risks
and disruptions to services.
Service Asset & Configuration Management:
Implementation: The organization maintains a Configuration Management Database
(CMDB) that tracks all IT assets and their configurations.
Objectives: To provide accurate information about IT assets and their relationships to
support decision-making and service management.
Problem Management:
Implementation: Root cause analysis is conducted for recurring incidents. Problems
are logged separately and tracked until resolved.
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