2806ICT/7806ICT: IT Services Management - Reflective Learning Journal - IT Assignment Help

Assignment Task:

This two-piece assignment relates to your ITIL Worthington report (12%) & reflective learning journal (3%); in total worth 15%. 

Preamble:

You are to analyze the Worthington Health-Care System (WHCS) case further and make recommendations to the CIO of Worthington regarding a proposed ITSM solution. Now that you’ve read and are familiar with the case, you know that their IT operations and processes ‘work’ to some extent, but now they need better processes in place and advice to enable Worthington to move forward to become a mature ITIL v3.1 user. Your 1,400-1,500 words report needs to address the following two components: 

• Further analysis & Recommendation on the case, and 

• Reflective learning journal (Weeks 6-10). 

To do: 1. Analysis & Recommendation. Your task is to present a further analysis on the WHCS case. In your report also advise the CIO Henry Richmond about some aspects in the case. 

a) Charles King, who took over the PMO’s directorship after the consultants left, described their proposed project methodology as follows: 

Do you agree with King’s view that Worthington is a Level 1 organization? Yes/No. Why or why not? To support your opinion, you should use the evidence from the case study. In addition, undertake a high-level maturity self-assessment for a number of ITIL v3.1 processes that are outlined in the Worthington case. Use the maturity rating tools to rate and record your assessments. Discuss what the maturity levels mean to the CIO. Based on what you know from the case study, and your knowledge of ITSM/ITIL, what are your views on why the people at Worthington did not understand the intricacies of the project management methodology? 

They had a fantastic project management methodology; kudos to them. .... What the consulting firm had produced was absolutely fabulous, and we will probably revisit it someday when we’re about a solid level-4 maturity organization... At the time, we were a level-1 organization. There were some project managers who could function at a higher level of maturity, but on the whole, there wasn’t that strength there. The methodology was so intricate that people were frustrated by it. They didn’t understand it; they did not know how everything tied together; they did not know the value of it. 

b) Richmond is questioning if the entire IT governance/management process should be re- thought. His reflection on the need for change is fuelled by the observation of one of the project manager’s observations about the ‘check the box’ mentality: 

It’s almost like when people walk through these doors, they shut their brains off and they want to be told ‘here’s step one, here’s step two, here’s step three.’ And these are some bright people. We hire some really good people here in IT. I don’t know why it’s like that, but it’s very frustrating. It’s almost like, ‘if I don’t see it written and it’s not stepping two and my name is not by it, I’m not going to do it. I’m just going to assume somebody else is taking care of it.’ I don’t know if it’s apathy; I don’t know what it is. 

With the aim of helping Richmond to see the way forward, write a report for Richmond. In the report you should address each of the following: Analysis of what has happened so far. In this part you should address questions such as “what was done well? What wasn’t it? In explaining what was and wasn’t done well you will need to refer to concepts related to ITSM principles and to the ITIL framework. You should refer to the maturity assessments in Question 1(a) above. Recommendations moving forward. You will recommend to Richmond that ITIL needs to be adopted throughout the organization and work towards raising their level of maturity. Make recommendations for how Richmond should proceed from here. For instance, offer recommendations as to process improvement. In your discussion mention what characteristics IT management would have to have in Worthington to reach Level 4 maturity. From the literature, what evidence is there from the literature to support your recommendation? 

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