CIS5308: ITSM knowledge Repository - Middle East Financial Institution Case Study Assessment Answer

Subject Code: CIS5308 Internal Code: 1AHAFE

Middle East Financial Institution Case Study Assessment Answer

TASK: Section 1: Discuss the steps followed by the Middle East Financial Institution with the support of Fox IT towards ISO/IEC 20000 certification. Outline the role of interim assessments at every step to achieve final certification. Section 2: How does ISO/IEC 20000 certification provide value to the Middle East Financial Institution? Categorize and analyse the value proposition for (a) process, (b) service as well as (c) overall business. (CIS5308) Activities 1. Conduct a general review of ITIL4 and the concept of service value system (SVS) promoted in ITIL4 (Google Search will suffice). 2. Identify at least three Internet sources that you found to be useful to learn about ITIL4. 3. Now visit an ITSM knowledge repository developed as part of USQ research and learn about ITIL4 from this repository. (CIS5308) Essay Based on your study of the Internet sources and the ITSM knowledge repository, write a 500-word essay that answers the following questions: a. How is the concept of service value system (SVS) promoted in ITIL4? b. What is your experience of using the ITSM knowledge repository to learn about ITIL4? Identify at least one improvement opportunity for the repository. Reflect on your experience.

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