Content Analysis Assignment ITECH7400 IT Service Management and Professional Culture Content Analysis Assignment Overview This assignment has three major aims: · To help students gain good...

Information Technology
Information Technology
Contents
Social Impact of the technology on IT environment:    1
IT service management practices:    2
Need for organizational change:    2
Skill Framework:    3
IT certifications:    3
IT service lifecycle, processes and functions:    4
IT service management:    5
Service Management Processes:    5
Global nature of IT industry:    6
Social Impact of the technology on IT environment:
Society has an impact on each and every business because it is the demand of the society which is going to affect the industry. Some of the ways in which society has molded in the environment are:
a) Increased need of security:
In the past few days, the usage of SaaS has increased a lot and this has in return created the threat to the users about their own data. The data used by the company is totally in the hand of the companies. But now the different IT regulations in the market are building a pressure on the companies in order to protect the data, now each company has to sign a legal document that the data is safe with the company and there is absolutely no threat to the privacy of the company. Hence, it can be said that the society has build a pressure on the IT companies in order to secure the data of the users.
b) Provide the best service:
It is very important to provide the best service to the users because it is one of such industries where the competition is maximum. If you are not providing the best services, then your competitor is going to take the advantage the advantage of the situation and enter your market. This is because the cost of the inputs is very low and hence the profit levels are very high. Therefore, it is kind of unsaid pressure on the IT companies in order to provide the best services to the customers.
c) Multi – lingual approach:
Since the IT industry has made a entire world a common platform. It is very important to provide a multi lingual platform in order to make sure that the product or the service provided by the service providers can be used by all of the users across the world. Hence, it is very important to provide the software in the language which is used by the opposite party, hence it is very important to provide the services in the languages which is preferred by the opposite party. (Daintith, 2009)
d) Keep pace of the software with the hardware:
The hardware companies constantly keep upgrading their devices with the support of research and development. Hence, it is very important to change the software with the hardware in order to make sure that the software matches the hardware. If the software provided by the company is not compatible with the hardware then no matter how good the software is, it would not be any use. There is a build up pressure from the society (particularly hardware companies) in order to make sure that the software is as updated as the hardware is.
IT service management practices:
There are many IT service management practices are but some of the important IT service management practices are as follows:
1. The client should always be the first priority of any company. The idea is to provide the maximum value to the client and to minimize the risk to the company.
2. The IT service management is not just about ITIL but it has also various other aspects associated to it. Mostly, ITIL is the most prevalent technique should be in the IT practices but these days multi level integration of various techniques is used in the IT practices such as ISO 20000, TOGAF, application service library etc. Hence, it is always a good idea to integrate various techniques and create a customized solution.
3. It is very important to know all the frameworks which are important to integrate. Hence, all the details of the associated framework should be learnt properly in full detail.
4. There is no proper time in order to implement the proper process or IT support services. As the time passes on, the features and time can be added to the existing feature. But the best idea is to implement the process which is currently existent and then add on extra features as time passes on.
5. 80 / 20 rule can be applied to IT service management as well. It has been found that 80 percent of the processes are useful for the service to go but 20 percent are such processes without which the management cannot be completed. But on the other hand, 20 percent of the processes are the one which causes the recurring problem in the system.
Need for organizational change:
It is made that the current time is of VUCA world where there is nothing which is constant; this is particularly true for the IT industry where one software or the technology is in demand for a very...