It is a case study and word limit is not applicable. first file is an assignment file and second file is case study. Ans must be from case study not from outside.
1 Assignment Semester 2, 2022 Unit Name: Information Technology Management Unit: ICT310 TOTAL MARKS: 40 Weighting: 40% DUE DATE: 26th September 2022 Instruction: This is a group assignment. A representative of the group should submit the softcopy of their document to the Turnitin link that is provided on Moodle in the assessment folder (ITIL) Instruction: Form a group of 4 people and put together your answers in a word document to be submitted in Turnitin via Moodle. Case Study for this assignment is available in the Assignment folder in Moodle. Q1. In what stage of the Information Technology Infrastructure Library (ITIL) volumes was EDS when they started planning for the improvement of the project? Support your answer with evidence from the case study. [10 marks] Q2. The case concluded that "As most important drivers of performance, both Vodafone and EDS agree on: • EDS management is needed on site and the counterparts should match, the latter is mentioned as a critical success factor; • a good relationship / partnership between both companies is crucial for success; • Putting the right people in the right places is crucial for improvements; • Having a mutual strategy and spreading messages motivates employees; • Employees are more motivated when they have the feeling they are part of, and belong to, the company" Based on the Information Technology Infrastructure Library lifecycle process, for each of the bullet points, what should they implement? Please elaborate your answer with convincing discussions. [10 marks] 2 Q3. The case concluded that "The interventions that influenced the behaviour positively are: • Having an open and more proactive attitude towards the client; • With less emphasis on operational level and more acting on tactical level; • And more matching the clients’ counterpart; • Having the ability to empower people to do their job; • Having the ability to communicate with people, based on simple facts (confront the brutal facts)." Based on the IT Service Management's value to the business, which benefit(s) are each of the bullet points related to? Please elaborate your answer with convincing discussions. [10 marks] Q4. The case concluded that "Based upon the case study, the interventions that influenced the behaviour negatively are: • The lack of management attention in general; • The passive attitude of management (lack of confession); • The indistinctness of management; • The leadership on site • Not having a clear strategy." Which Information Technology Infrastructure Library lifecycle process(es) would you use to fix each of those negative behaviour? Please elaborate your answer with convincing discussions. [10 marks] 3 Marking Guide 1-3 Marks 4-6 Marks 7-9 Marks 10 Marks Marks Question 1 Basic knowledge of the discussion of the stages of the ITIL Lifecycle and the material presented Adequate knowledge of the discussion of the stages of the ITIL Lifecycle and the material presented Good understanding of the discussion of the stages of the ITIL Lifecycle and supporting knowledge presented In depth knowledge of the discussion of the stages of the ITIL Lifecycle and the supporting material presented, above and beyond requirements Question 2 Basic knowledge of the discussion of the ITIL lifecycle process and the supporting material presented Adequate knowledge of the discussion of the ITIL lifecycle process and the supporting material presented Good understanding of the discussion of the ITIL lifecycle process and the knowledge presented In depth knowledge of the discussion and the supporting material, above and beyond requirements Question 3 Basic knowledge of the discussion of the benefits and the supporting material presented Adequate knowledge of the discussion of the benefits and the supporting material presented Good understanding of the discussion of the benefits and the supporting knowledge presented In depth knowledge of the discussion of the benefits and the supporting material, above and beyond requirements Question 4 Basic knowledge of the discussion of the ITIL lifecycle process and the supporting material presented Adequate knowledge of the discussion of the ITIL lifecycle process and the supporting material presented Good understanding of the discussion of the ITIL lifecycle process and the knowledge presented In depth knowledge of the discussion and the supporting material, above and beyond requirements Total sv-lncs Good to Great in IT Service Management: A Case Study van der Brugh & Silvius Communications of the IIMA 2009 Volume 9, Issue 4 21 Good to Great in IT Service Management: A Case Study Eric van der Brugh A. J. Gilbert Silvius Utrecht University of Applied Sciences NETHERLANDS
[email protected] ABSTRACT For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of ‘good’ companies to ‘great’ companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact ‘soft’ factors that concerned the human side of the team more than the organizational, procedural or structural measures. INTRODUCTION Delivering information technology (IT) related services is one of the core tasks of the IT function of any organization (Ratcliffe, 2004). Due to continuous evolvement of the role of IT in organizations, the quality of IT services has become increasingly important. This is illustrated by the growing interest of the academic community for IT service quality. Studies on this topic have been performed by, amongst others (Hochstein, Tamm, & Brenner 2005; Pitt, Berthon, & Land 1998; Niessink & van Vliet, 1998; Potgieter, Botha, & Lew, 2005; Watson, Pitt, & Kavan, 1998; Praeg & Schnabel 2006). For IT services companies, delivering high quality IT services is of even more importance. Service quality effects customer satisfaction, which in its turn effects firm performance (Yoon & Im, 2008). Improving the performance of customer service delivery teams is therefore a crucial concern for the management of IT services companies. It is this performance issue that this paper addresses: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Firm performance, and understanding why some firms outperform others, are primary topic of Strategic management theory (Rumelt, Schendel, & Teece, 1991). One of the first books on excellent performing companies was published by Peters and Waterman (1982). In their analysis, successful companies have an action oriented attitude, are customer focused, stimulate autonomy and entrepreneurship, strive for higher labor productivity, focus on core competences, have a simple organizational structure and propagate empowerment. Despite criticism on the academic quality of their research, the Peters and Waterman book became a bestseller of management literature. Since then, more studies and publications followed in search of a universal theory on high performance. Like Peters and Waterman, most of these studies were criticized by the mailto:
[email protected]� Good to Great in IT Service Management: A Case Study van der Brugh & Silvius Communications of the IIMA