7806ICT IT Services Management

Task:

1. Understanding & analysis. Your task is to present your understanding & analysis on the WHCS case. 

a) In your own words, what do you deduce are the main business/organisational goals of the WHCS? List them as bullet points.

b) Who are the key stakeholders of the WHCS? What are their needs? List and describe their needs in a table.

c) Referring to the key concepts about ITIL and ITSM that we have covered so far, assess the state of IT services within the organisation. What are the main issues both historical and current? Why do they exist? Use IITL and ITSM core concepts in your discussion of issues and the reason why they exist. You should be able to identify what factors contribute to that state of IT services.

Back up your answers with evidence from the case study (i.e., refer to direct quotes and lines of information in the case study)

d) In answering this question, use what you know about Planview from the case study.

Making specific reference to both: the IT governance and management issues being experienced by the WHCS, and the principles of ITSM and ITIL, discuss the suitability of the Planview software for Worthington. Do you agree with the decision to implement Planview? Why or why not?

(Hint: what are the issues with IT projects at Worthington? why was Planview implemented? What are the features of Planview that align with the principles of ITSM and the framework of ITIL?)

e) Planview was implemented at Worthington. Knowing what you do to this point about Worthington, make a recommendation for at one other (not necessarily alternatives to Planview) tool which you assess to be ITIL compliant and that you believe could be useful for Worthington to use in order to improve some aspects of the organisation such as workflow or management of IT services, service requests, etc. For example, your recommended tool may be helpful to overcome some of the issues you have identified in

Question (c) above. Present a brief description of the tool and its functionality. Justify how it would support the ITIL framework and explain its potential benefits to an organisation like Worthington.