Information Technology Service Management (ITSM) provides a framework, Singapore

Assignment Details:

Question 1: Information Technology Service Management (ITSM) provides a framework to provide IT related services and the interaction of IT staff with users, and is often related with the British Government’s Information Technology Infrastructure Library (ITIL). ITIL offers a set of “best practices” for managing IT services and is one of the most widely accepted approaches to IT service management in the world. In the process of delivering support services to the customers, a Service Desk must ensure that phone calls are answered and Reported cases are tracked. List the name of the tools that your company used or you would recommend by the Service Desk and describe how each tool is to measure and/or improve Service Desk performance.

Question 2: Incident Management is a key process in IT Service (ITS) that helps to provide continuous service delivery to the customers. (a) Define “Incident” in ITS context. (b) “One month ago, an IT department announced to all departments of its company that there would be a 2-hour e-mail system downtime yesterday for maintenance reason. But the e-mail system was actually down for 3.5 hours likely due to a hardware failure.” Given the above situation, answer the questions below: i. The situation indicates an Incident or a Problem? State your reason. ii. Explain what Impact is and what Urgency is in the situation. iii. Explain what is Priority and how would it be determined in the situation. iv. What is the definition of a Problem? v. What is the possible Problem in the above situation?

Question 3: (a) Explain what is the objective of SLA in the context of Service Level Management? (b) Explain what Service-based SLA is and what is Customer-based SLA? Give an example for each SLA. (c) What are your TWO recommendations if a service provider fails to meet the expected service level agreement for 3 months consecutively?