ITECH7400 IT Service Management and Professional Culture CRICOS Provider No. 00103D Content Analysis Assignment.docx Page 1 of 3 Content Analysis Assignment Overview This assignment has three major...

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Running Header: ITECH7400 – Content Analysis Assignment
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ITECH7400 – Content Analysis Assignment
ITECH7400 – Content Analysis Assignment
Table of Contents
Introduction    3
Service Management    3
IT Service Management Practices    5
Service Operation, Continual Service Improvement & Business Relationship Management    7
Financial Management & Demand Management    8
Capacity Management & Continuity Management    9
Information Security, Problem Management & Improvement Process    10
Measurement, Metrics & Deming Cycle    12
IT Profession    13
Conclusion    14
References    16
Introduction
The focus of this report is to present a comprehensive summary of week wise learnings gained from the lectures of the ITECH7400 course. This course essentially focussed on IT service management as well as professional culture with emphasis on relevant frameworks, theories, and various industry specific workplace and professional elements. The specific learning focus of the course included describing the contemporary approaches in dealing with social level impacts from technology to undertake changes in the IT service environments, appraising the practices of IT service management as well as the ways in which they shall aid the organisations, debating over the needs concerning organisational change as well as key influences from human behaviours and the impacts over the IT organisational culture within the service focussed environments, investigating the skills frameworks as well as the development of the awareness concerning industry certifications that are useful for IT
Professionals, applying IT service related lifecycle, functions and processes within the organisational settings, demonstrating and co-ordinating the best practices of IT service management within organisational settings, utilising professional presentation as well as communication approaches across wide ranging IT workplace as well as service settings, implementing and using the processes / practices of service management within the context of business organisations, and appreciating the overall global nature concerning IT industry.
Service Management
At the outset, IT service management represents a profession of its own and the same aids in the improvement of performance in the organization across wider contexts. The range of related activities which shall be needed for providing services to the company include that of planning, designing, delivering, operating and controlling (Brewster et al., 2012; Brewster & Lawes, 2012). At the outset, best practice refers to the technique which can be stated to be preferable as the same results to superior outcomes as well as forms the standard approach for doing things. However, good practices refer to frameworks, public standards and knowledge at the level of individuals as well as other organizations (Brewster et al., 2012; Brewster & Lawes, 2012).
The framework of IT Information Library shall be employed for the purposes of performing the IT service management, and the same forms an effective and reliable source for good practices with respect to service management (Brewster et al., 2012; Brewster & Lawes, 2012). The library components pertaining to the IT Information Library include the IT Information Library CORE and the IT Information Library complementary guidance. The service lifecycle encompasses the following – service strategy, service design, service transitioning, service operations, and continual service improvements (Brewster et al., 2012; Brewster & Lawes, 2012).
The other frameworks in this context include [1] the COBIT, that is, control objectives to information & related technology which offers both the good as well as best practices framework with respect to IT governance and IT management. Further, CONIT is broader in comparison to ITIL with respect to the scope covered by it and focuses significantly over IT service management, and [2] ISO / IEC 20000 representing a formalized standard used with respect to IT service management (Brewster et al., 2012; Brewster & Lawes, 2012).
The service management framework for IT Information Library is presented in the Figure 1 below –
Figure 1 – Service Management Framework (Brewster et al., 2012)
IT Service Management Practices
One of the key focus in terms of practices within IT service management entails governance as well as risk. The standard employed with respect to IT governance includes the ISO / IEC 38500:2008 and the same offers a structured / organized framework for assisting in the practices. In addition, the key principles that are inherent to good governance with respect to IT include the following – [1] responsibility, [2] strategy, [3] acquisition, [4] performance, [5] conformance, and [6] human behaviour (Brewster et al., 2012; Brewster & Lawes, 2012). In this context, risk refers to the event which shall cause losses, or else harms or else affects the overall ability for achieving the intended objectives therein representing uncertainty with respect to the expected outcome. In this context an effective and structured governance shall aid in the effective management and controlling of the risks (Brewster et al., 2012; Brewster & Lawes, 2012).
The service strategy represents a very important and key elements with respect to the practices of IT service management and the same encompasses the following – [1] key processes, that is, the management of business relationships, financial management with respect to the IT services, and the management of service portfolios, [2] the types of providers offering IT services, that is, type 1 forming an internal service provider, type 2 forming an shared services unit, and type 3 forming an external service provider (Brewster et al., 2012; Brewster & Lawes, 2012), [3] The four P’s representing key elements of effective strategy, that is, strategy as perspective, strategy as position, strategy as plan, and strategy as pattern, and [4] components forming the service strategy, that is, development of the required strategies, development of the service management which forms the central element in service management, service package entailing two or else more number of services which are combined together for offering the solution, and service option representing the choice for utility as well as warranty that is offered for the customers in the manner of service packages / core services (Brewster et al., 2012; Brewster & Lawes, 2012).
Service design is a key element and entails introduction of a newer or else changed services, making sure mutual consistency amongst other relevant services, operating, maintaining and changing the services, minimization of the overall costs for ownership, and contribution towards Continual Service Improvements (“CSI”). Further, the service transition shall entail the delivery of the operating services with respect to the targeted business, and the
Concerned manager shall plan as well as co-ordinate the resources for deploying the release adhering to the cost / time / quality...