Assess the extent to which an IT Service organization has implemented the differ

Question

Assess the extent to which an IT Service organization has implemented the different disciplines covered in the ITIL Service Operation volume

Instructions

In this project, you are working as a team to assess an IT service organization’s implementation of ITIL Service Operation Volume and recommend ways in which the organization may be able to improve its IT services.

Use a company or organization you work for, you know or the one you researched online as the case for this project (make it as real as possible). Assess its IT service and make recommendation in line with ITIL best practices recommendations for specific processes. You can focus on Service Support or Service Delivery area if you could. You are encouraged to use KPIs (Key Performance Indicators) to measure service objectives (e.g., a lower cost per incident resolution). Without measured data, there would be no base for your recommendation. KPIs are the standard ones that are mentioned in the ITIL volumes. See project resources section for assessment guideline and sample assessment.

Deliverables

Description

Points

Deliverable 1

A preliminary assessment report contains a title page and a brief description of organization and the area of IT service to be assessed.

And please provide references too

Deliverables

Description

Points

Deliverable 1

A preliminary assessment report contains a title page and a brief description of organization and the area of IT service to be assessed.

Explanation / Answer

NHS South of Tyne and Wear

The Challenge:

With the launch of NHS South of Tyne and Wear’s (NHS SoTW) operational excellence programme, the ICT management wanted the department’s culture around customer service transformed.

With these aims, NHS SoTW wanted its Service Desk to to be benchmarked against industry best practices and are areas of progress defined. It turned to Service Desk Institute (SDI) partners, QA, to perform a rigorous assessment of its Service Desk, identifying a roadmap to service excellence that led to successful SDI certification.

Benefits of an ITIL:

And,

Initial Assessment

The initial two-day assessment was conducted on-site at NHS SoTW, and the following were figured out:

The OUTCOME:

Having successfully completed the certification process twice, NHS South of Tyne & Wear is able to measure how its Service Desk has improved over the course of the two years.

The Service Desk achieved a two star maturity level in recognition of its status as a ‘proactive’ Service Desk following its first application to SDI.

However, when it sought to renew its certification after 12 months, the Service Desk demonstrated even further service improvement and was awarded a three star maturity level, recognising it a ‘customer led’ Service Desk. ICT management have observed this shift in the team, with staff taking greater ownership of the customer experience and pride in the high levels of service delivered.

At the time of award, NHS SoTW’s Service Desk was the only one within the NHS to have achieved a three star level of SDI maturity.

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