HBZS Mining Rescue Services - Report Writing - IT Computer Science Assignment Help

Assignment Task

In completing your studies this trimester, you have learned the current knowledge, strategies and industry practices in service management that are pertinent to Information Technology. The HD tasks for this unit form a sequence of tasks that requires you to demonstrate the achievement of a high level of expertise in the unit content, in turn evidencing your achievement of the Unit Learning Outcomes at an advanced level.
This is the final task in this trimester. In this task you will demonstrate an achievement of the HD standards.

Background
A case study article is provided on OKD HBZS Mining Rescue Services (Refer page. 5) .
For this assignment, you need to assume the role of a consultant who have been hired by HBZS Mining Rescue Services to contribute to a review of IT Service Management at HBZS. You will prepare a report for Mr Tomáš Gurny, the IT Manager at HBZS.
Your submission should include a letter of transmittal (more info and template here) and the case study report with the below parts. Please refer the making rubric on pages 2,3 for more information.

Part 1. Ongoing ITSM at HBZS
Based on the first and second phase of the ITIL adoption as described in the case study, advise Mr Gurny on future improvements to ITSM at HBZS. For example, should additional ITIL processes be adopted, or should the existing processes be improved?
 

Part 2. Service Transition
Mr Gurny is aware that the Service Transition phase causes many operational issues in other firms.
From your reading of the case and knowledge from the course, discuss the Service Transition processes in place at HBZS and advise Mr Gurney on the critical transition processes and how these
processes are inter-related to other ITIL and HBSZ processes.

Part 3. Service Operation

One of current challenges is the possibility that HBZS will totally outsource the IT department. The case mentions a few of the ITIL Service Operation processes and the Service Desk function. Mr Gurney has asked for your advice regarding the benefits and limitations of outsourcing only the Service Desk while maintaining the other functions of the internal IT department.

Part 4. CSI and Business-IT Alignment
Mr Gurney has mentioned that the IT department moved from a technological point of view to a service point of view. He intends to establish a formalised continual service improvement (CSI) process. Discuss the current service reporting in place, and how it could be extended in the future.
What is your advice to Mr Gurney on how he can foster the Business-IT partnership at all levels of the HBZS?

Part 5. Conclusions and Recommendations to the IT Manager
Provide a summary of your findings and make recommendations to the IT Manager.

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