IT Service Management In A Mining Rescue Company

ITSM Processes in HBZS

Question:

Write a report on the management of information technology services.
 

OKD HBZS is a mining rescue company and also the leading hard coal producer. The OKD is the parent company that produces coal and HBZS is the partner of OKD that deals with the rescue work. The mining rescue service is provided 24 X 7 to the workers working underground in dangerous environment. HBZS consists of a team of 26 permanent workers and an immediate reaction team always ready for any disaster. The rescue team can reach the headquarters in one hour and start their rescue service, moreover they have a technical team and they work for other commercial purposes. The commercial act includes works like protection of underground buildings, working at heights or underwater and prevents fire; the company also provides training to new team of rescuers for mining. HBZS picked the structure of ITIL with a specific end goal to help dealing with the expanding requests of the IT office. It structures the exercises of the organization in legitimate behavior that work in less responsive way. The appropriation of the ITIL empowers the organization to get by in the coal emergency of 2013-2014 when there was a sharp fall of coal causes troubles for their guardian association (www.axelos.com, 2016).

Figure 1: Logo of HBZS

(Source: www.hbzs-ov.cz, 2016)

The author has been employed as and IT advisor by the IT director Mr. Gurny and he needs that the IT advisor do give some genuine tips that will help the organization to push ahead with their ITIL forms execution to enhance their administration and item quality to serve their organization better and to maintain their association in a log run. Here the report is discussed about the procedure of adopting IT service in HBZS Company that is suggested by the IT specialist. The report depends looking into it investigation of HBZS mining salvage administrations. Firstly, it thinks about the progressing ITSM inside HBZS. Rely on upon the first and additionally second period of appropriation of ITIL; it talks about on the future change of the proposed ITIL procedures and change over the current procedures. Besides, the IT director, Mr. Gurny mindful that the administration move stages causes operational issues in another firm. It thinks about the procedures of administration move in HBZS and between relates the ITIL and also HBSZ forms. Thirdly, it examines the advantages and confinements of outsourcing the administration work area at the season of keeping up different elements of the inward IT division. It helps the organization to distinguish the future difficulties inside their business operations. The organization confronts a test that HBZS outsources the IT department. Fourthly, it examines about the nonstop administration change process for the improvement of their service quality and reduces the time of operation. The IT supervisor cultivates the business IT organization at all the levels of the organization. At last, suggestions are given to the IT administrator to overcome with the distinguished issues in this specific report.

Benefits and Limitations of Outsourcing the Service Desk

The cloud computing technology provides easy access to the applications of fastest rescue service for the team of HBZS. The ITSM pioneers of the organization must receive new ITIL forms (Morana et al., 2015). The improvement over the ITSM operations over HBZS is an objective for less time to advertise and lessen an ideal opportunity to esteem the business. ITSM utilizes the ITIL archived practices, for example, improvement of procedures and execution to give extra esteem added usefulness to the business.

In the principal period of the ITIL appropriation, the organization figured out how to actualize six of the ITIL forms for their business. The ITSM techniques are empowered and upgraded appraisal with usage over the new ITIL forms (van der Haven, 2015). These forms are requested fulfillment, change management, incident management, configuration management and service asset. Aside from these methodologies, ITIL has a construct with extra procedures, for example, service level management, administration portfolio management, and business relationship management.

Figure 1: Five types of ITIL Processes

(Source: van der Haven, 2015, pp-768)

The five core system is attached with ITIL service; these ITIL services are operations, service strategy, design, continual service improvement, and transition (Zajac & Soja, 2012). The ITIL administration system that arrangements with the business objectives of HBZS and their client necessities. In addition, the ITIL administration outline demonstrates that those procedures have to meet the business objectives. The ITIL transition presents administrations for the business. The administration operations deal with the IT administrations for HBZS. It finishes with the Continual Service Improvement assesses and arrangements to enhance the IT administrations.

The HBZS company must guarantee that a satisfied level of service delivers to the clients.  The service from the external or internal service provider of the company must provide the guaranty to the IT service desk (Morana et al., 2015). The objective of the SLM (service level management) guarantees with current IT administrations to the organization and future administrations to be conveying in agreed targets.

Figure 2: Service Level Management

(Source: Zajac & Soja, 2012, Pg-567)

It is accomplished by documentation and audit of the rescue administrations, keeping up a great association with business and clients (Kowalkowski et al. 2015). The report that portrays the desire of clients and additionally focuses for the administration supplier is known as Service Level Agreement (SLA).

It is a point out from amongst essential procedures, which is an abnormal state of development for the association. It is a development venture for the implantation of ITIL based ITSM arrangement. The working of ITSM arrangement around the structure of ITIL moves HBZS towards administration of the administration lifecycle. This procedure comprises of three sections, for example, administration index, service pipeline, and reconciled administrations (Böhm, Eggert & Thiesbrummel, 2016). Firstly, the administration pipeline speaks to new administrations inside the current administrations of HBZS.

Figure 3: Process of Service portfolio management

(Source: Morana et al., 2015, Pg-998)

The service of the pipeline for HBZS should be, for example, they encourage the imperative business forms, increase the value of their mining rescue administrations and push collaboration among the business and IT (Dahmani, Boucher & Peillon, 2013). Administration list necessity to permit the organization to utilize their current assets and resources for accomplishing their objective. The resigned service should permit the organization to enhance over their current procedure and retirement of wasteful administrations.

Continual Service Improvement

The HBZS gives rescue administrations to their laborers and clients; accordingly, business relationship management (BRM) procedure is required to build up a relationship between the IT management supplier and additionally client to meet with the business necessities (Zajac & Soja, 2012). The part of Business Relationship Management (BRM) is to talk about on the most proficient method to bolster the business to convey the business results and additionally stay focused (van der Haven, 2015). It requires both existing and other potential customers to guarantee that they give appropriate administrations keeping in mind the end goal to meet the business prerequisites.

Figure 4: Business relationship management

(Source: Kowalkowski et al., 2015, Pg-3456)

The procedure puts the client reviews and additionally objections of the administration. The result is that the procedure moves from the nonstop administration change towards the BPM (Business process management). The part of the BRM (Business Relationship Manager) of HBZS is to present the ITIL 2011 inside the association so they can play out the exercises inside the procedure of business procedure administration (Bohm, Eggert & Thiesbrummel, 2016). It is accomplished by distinguishing, supporting the requirements of the client and understanding the fitting conveyance of administrations. It comprises of overseeing individual association with the director, giving a contribution to the administration portfolio administration and also guaranteeing that the IT administration supplier fulfills the client’s needs.

The joint supplier workshops check that full obligation from the social affairs of ITIL based techniques approaches to manage operations of IT (Beuren, Ferreira & Miguel, 2013). The three top needs of the ITSM group of HBZS are to enhance the client experience for the inside clients and enhance the operations to administration work area mix.

In this way, the selection of the procedures of ITIL for HBZS is required to deal with their rescue benefits so that the business can bolster their specialists and also laborers by giving an inward data framework. The ITIL methods should be laid out and working in one-locality prompts of the methodology (Dahmani, Boucher & Peillon, 2013). Appointment of the above-proposed ITIL frames diminishes the option of exhibiting the business to complexities with no such obligation regarding the end organizations being passed on.

The objectives of these techniques are to guide arranging, completing moreover developing the organization. MR. GURNY, the IT Manager of HBZS, is encouraged to roll out improvements in their business forms by including a portion of the ITIL procedures, for example, service level management, portfolio administration and additionally business relationship Management.

2.1 STP at the business operation of HBZS

Change management

The ITIL gives the best practices for the change administration that makes the business less demanding for the IT experts keeping in mind the end goal to organize the progressions, without giving negative effects on the clients. It is required to comprehend the business rules of the organization to stay focused on the business sector.

The ITIL change management executed by the IT Manager of HBZS to comprehend and additionally minimize the dangers to roll out IT improvements (Zajac & Soja, 2012). With the usage of the change administration in their business operations, the IT gives the two key desires of the administrations, for example, the administrations are steady and unsurprising. The administrations have to be changed to meet the business prerequisites (Böhm, Eggert & Thiesbrummel, 2016). The change supervisor must be respond to mindful of the chances to roll out the procedure of improvement administration more effective.

Conclusion

Incident and event management

The Incident and event management are executed by HBZS with a specific end goal to identify and also break down of the events. The events are managed by utilizing the procedures. It incorporates mechanizing the procedures, looking at the execution against the SLA, also making of change over the administration and reporting (Karlsson, 2013). With the utilization of this procedure, they track the events by the number of framework logs and additionally react in a mechanized way utilizing the business arrangements.

Event and Incident administration comprise of two checking apparatuses, for example, dynamic as well as uninvolved observing devices (Kowalkowski et al., 2015). Dynamic instrument decides the status and the accessibility of the occasion. The era of caution obliges conveying to legitimate apparatus and additionally activity group. Detached apparatus distinguishes and associates the operational alarms produced by the design things.

Request fulfillment

The events and demands are attached inside the administration work area as a call or tickets. The solicitations are requiring some serious energy to prepare, and it results into lost among the criticalness of the incidents (Zajac & Soja, 2012). Solicitation is the administration that the clients need. Solicitation is the little changes that are done incessantly and comes about into generally safe.

Figure 5: Request fulfillment

(Source: Dahmani, Boucher & Peillon, 2013, Pg-245)

The things that are gone under the solicitation are access to the asset, substitution of the PC equipment, remote access tokens, application, and server (Beuren, Ferreira & Miguel, 2013). Therefore, the determine issues inside the rescue incident, the likely changes are taken care of utilizing solicitation satisfaction process, yet the high chance takes after the change administration process.

Configuration Management and Service Asset

The assets and additionally capacities are the administration resources. The assets are the framework, information, and application. The abilities comprise of association, learning and additionally management (Suhairi & Gaol, 2013). The parts that are required to control and supervisor to convey an administration is the design things required by the association. The arrangement things are servers, printers, switches, direction archives and switches (Dahmani, Boucher & Peillon, 2013). At the point when another administration is executed inside an association, then alteration is done utilizing the change administration process. The point target of this procedure is to keep up the data utilizing the design things expected to convey the IT administration comprising of connections.

Knowledge Administration

The Knowledge administration is required to keep up the administration information inside the business operations of HBZS (Karlsson, 2013). Keeping in mind the objective to convey the best nature of administration to the laborers and clients, HBZS is required to catch, compose and additionally make accessible to all inside the assessed time.

As for the information, the learning administration catches the information, distinguishing proof of the applicable information, and maintenance of the honesty of the information (Nassimbeni, Sartor & Dus, 2012). Information is utilized as a premise to decide. In appreciation for learning, this procedure strengthens for the apparatuses that permit deciding and spotting gradients that a limit is surpassed. 

The Knowledge administration as it enhances over the nature of administration reduces the operational expense and increments over the fulfillment level of the specialists and additionally shoppers (Dahmani, Boucher & Peillon, 2013). Furthermore, the move administration process resets on the data organization by including staffs, customer, and supplier and organization work zone to appreciate the alteration in the business. With a specific end goal to make the system more capable, it requires the usage of data and information (Suhairi & Gaol, 2013). Profitability of the information is set up the essentials of the information.  

	Critical Transition Processes	ITIL and HBZS processes
Activities	Knowledge Administration	Change Management	Service Portfolio Administration	Service Level Management (SLA)	Business Relationship Management (BRM)	Request Fulfillment	Configuration management and Service Asset	Incident and event management
1. Objectives	To give exact data to the people at the perfect time and empower legitimate decision-making.	To minimize the dangers, impact and also disturbance of the administration, usage of the progressions and sparing of both time and additionally cash.	To oversee administration portfolio and guarantees that the IT administration supplier meets with the business results at speculation level.	To guarantee with current IT administrations to the organization and also future administrations to be conveyed to concurred targets (Kowalkowski et al., 2015).	To guarantee a superior association with the clients and also administration suppliers.	To satisfy the administration demands, for example, the solicitation of changing of data.	To empower the IT administration to control over the IT resources and offer forward data on the status of administration resources.	To identify and also start activities for the occasion, give operational data.
2. Role of process in HBZS	It improves legitimate choice by giving the exact and significant data. Because of the crisis, it gives legitimate data, cost diminishment.	It upgrades the business operation of IT inside HBZS and enhances the nature of administration.	To dissect the new changes administrations, favor the progressions and survey the administration portfolio.	The IT work area gets the insurances of the administration level from both inside and outer suppliers.	To keep up the client relationship, distinguish the administration prerequisites, join the client and additionally handle the client objections.	To record the service request with proper diligence as well as check for the authorization of the request ( Dahmani, Boucher & Peillon, 2013).	To furnish with precise data and confirm the design records for the business.	It incorporates mechanizing the procedures, contrasting the execution of the administration level assertion, also making of change over the administration, and additionally reporting.
3. Level of service in HBZS	To give the best learning administration process, connection driven information is required to make.	The IT division of HBZS conveys changes productively without influencing the mining rescue administrations.	The administration of HBZS ought to be, for example, they bolster the imperative business forms, increase the value of their mining rescue administrations and additionally push participation among the business and IT.	It screens the administration ensures, measures the consumer loyalty and additionally consistent administration change to the  incident administration (Nassimbeni, Sartor & Dus, 2012).	Before conveying the administration, the administration supplier meets with necessities of clients.	To give instruments, rules and forms for proficient treatment of administration solicitations, continue of administration solicitation inside the assessed plan.	To confirm the necessities of the IT framework with a check on the framework mistake.	It tracks the occasions in various framework logs and also reacts in a computerized way utilizing the business strategies.
4. Benefits	It expands the appropriation of self-administration, lessens the expense and time of preparing, quicker the reception of ITIL and enhances the nature of administration and consumer loyalty.	It enhances over the arrangement of the administrations of IT according to the business prerequisites, builds the adjustment in correspondence, and lessens the effect of changes in the administration quality (Karlsson, 2013).	To deal with the speculation inside the administration taking into account the money related qualities. It empowers the IT director to survey the quality and related expense.	It is accomplished by documentation and survey of the gave rescue administrations, keeping up the great association with business and clients.	To check the legitimacy and additionally dependability of the information	To screen the handling status of the administration request	It builds control with the IT resource the following programming and improves the unwavering quality of the IT framework.	It fasters the acceleration when required, energizes for broadly educating and manufactures trust and additionally straightforwardness among the clients.
5. Limitations	HBZS has an inconceivable measure of information over the endeavor as individual ability and information.	The extent of the progressions is too wide that bring about postponement and change administration actualized without ITIL design administration results in the less compelling arrangement.	It constrains the portrayal of the essential necessities of the business. Consequently, it restricts the business administration.	Because of the absence of administrations and support from the administration supplier, HBZS confronts absence of gainfulness in their business. Acknowledge and discount ought to likewise be an issue.	Decrease in the essential necessities of the business. In this way, it affects the relationship amongst client and administration suppliers (Kowalkowski et al., 2015).	The solicitations are requiring significant investment to handle, and it results into lost among the earnestness of the incidents.	It is basic to keep up the administration levels and keep the execution of equipment and programming at the top levels.	If the framework does not give warning on the occasion, then it disappoints the clients.

The HBZS Company faces problem in implementing IT service in their administration, so they need to totally outsource the ITIL service operation processes. The vendors providing the service are contacted to provide some service like outsource the data centers, manage the networking component and also provide support for disaster recovery. The best option for HBZS is to outsource the service desk for the customer service so that they can provide 27 X 7 customer support (Crasso et al., 2014). HBZS have limited number of staffs and it is difficult for the company to meet the customer requirement with such a small team. The mining rescue service the outsourcing of the service desk is much needed for the company. The service desk can inform the team of a disaster in a small interval of time and the rescue team can do its task. The reasons for which the company needs to outsource the IT department are as follows:

Access to the specialty of innovation: The product that is utilized for the IT business operations to do the mining salvage administrations ought to be redesigned and additionally supplanted inside time. The innovation is no more a condition of workmanship. The pros for outsourcing ought to be very much prepared and additionally have the capacity to make the operations state-of-the-art.

Cost Savings: The opposition prompts rebuild and also cut back the staffs to an exertion so as to spare cash. The in-house administration work area operation requires more prominent expense to buy the phone and also PC bolster types of gear. The sellers can spare cash as they have more tightly control over the incidental advantages. They can utilize for successful acquiring of equipment and programming (Sousa & Oz, 2014). The sellers ought to have better control over the product licenses as they are moderators that are more educated. In this way, HBZS ought to play out their salvage administrations by sparing cash in the meantime.

Adaptability: HBZS must be adaptable to adjust the business environment such that their new IT capacities can react to change the requests. Merchants can tap an extensive variety of assets, capacities and in addition aptitudes while the IT staffs have the restricted capacities. On the off chance that the administration work area is outsourced to the expert supplier, then the group of the bolster experts spread crosswise over various time zones. It is distinguished that whether the physical area is open or shut, the client bolster proficient ought to hold up to help the clients.

Better administration and tracking: HBZS takes the choices to outsource their administration work area so they can better manage act and additionally cost. The outside supplier assumes the liability of establishment, support and additionally operational of the information administration framework and also other equipment. With a specific end goal to keep up the IT assets to run the salvage administration bolster work area, the outside supplier assumes the liability of enlisting and in addition offering preparing to the client bolster experts.

IT outsourcing authorizes the ideal opportunity for the IT staffs and in addition permits them to concentrate on the vital operations and additionally income producing thoughts. The issues of the clients are taken care of with use of the most recent innovation keeping in mind the end goal to give bolster arrangements adequately (Borghoff, & Pareschi, 2013). The accompanying are the advantages of outsourcing administration work area:

Increase the availability: With the utilization of administration work area, the salvage administration suppliers can prompt handle the client’s dissensions; spare the life of the people. The administration work area outsources the qualified firms amid the crest hours at different time zones (Kampas et al., 2016). It gives 24 hours mining salvage administrations from the genuine person.

Enhance the reaction time: The administration work area bolsters the remote access, take control of the PC and record without physically show at the specific danger area. The outsourcing of the administration work area permits quicker reaction time with a specific end goal to investigate the issues while saving money on work, assets and also transportation.

Enhance the business center: HBZS is a medium size organization that gives mining salvage administrations. The business is centered on doing snappy activities, for example, spares human lives and also property from the mishaps, adapts to mischance and in addition evacuates the results of mischance (Schmidt, von der Dovenmühle, & Gómez, 2014). In this manner, outsourcing lets the association to focus on the business issues while leaving operational subtle elements to the merchants. It gives the outsourcing suppliers with IT assets to address with the issues of the clients.

Bring down the altered and operational cost: It is required to access to the outside IT administration suppliers keeping in mind the end goal to bring down the expense of the working structure (Jeston & Nelis, 2014). The settled expense of HBZS is minimized by enlisting of outsourced help and bolster supplier.

Specialized and industry skill: The employing of the outsourced IT Company permits the industry to deal with the bolster needs. HBZS ought to discover an organization that is spent significant time in the specific business to determine issues particular to the organization in few period (www.axelos.com, 2016). It enhances the relations with the clients and in addition emphatically affects on the primary concern. 

The ITIL administration operation guarantees that the IT administrations for HBZS ought to be conveyed successfully. It comprises of satisfying the solicitations of the clients, resolve the administration disappointment issues, conveying operational undertakings and in addition altering the issues (Dalkir, 2013). The accompanying are the procedures of the administration operations:

Event Management: This administration operation process identifies the occasion and gives a passage point to execute the administration operations forms and in addition exercises. It is the part of the administration requires controlling and automating the system using some monitoring tools (Long, 2012). The goal of the occasion administration is to screen and additionally classify the occasions to take conceivable activities.

Incident Management: It has the target to deal with the lifecycle of the occurrences. It has the objective to give back the IT administrations to the clients at the earliest opportunity (Burnes & Oswick, 2012). The customer requests are fulfilled and their problems and service failures are fixed.

Issue Management: This ITIL administration operation process keeps the episodes from happening, minimizing the effect of the occurrences that are not avoided. With a specific end goal to recognize the critical issues, the issue administration group breaks down the records of episode and utilizations information gathered by the IT staffs (Hayes, 2014).

Access Management: It gives the approved clients to utilize the administration and keeps the unapproved access of the information. It executes the strategies of the data security administration. Client access solicitations is utilized to include, renounce and additionally change the entrance rights and guarantee that exclusive the approved individual can just give the privilege to utilize the administration of the association (Galliers & Leidner, 2014).

Demand Fulfillment: It has the target to satisfy the solicitation of the administration, for example, solicitation to change the secret key or demand to change the data at whatever point required (Morana, Gerards & Mädche, 2015). It additionally gives the clients about the accessibility of the administrations and methods that HBZS ought to provide for their clients and customers.

Application Management: It is dependable to deal with the applications all through the whole lifecycle. It gives business qualities to HBZS by diminishing the framework downtime, improving the execution and also expanding focus on the vital activities (Hassan, Ojeniyi, & Razalli, 2015). It plans, tests, works and in addition enhances the IT administrations of HBZS with creating over its abilities that are required to work their IT applications.

Specialized Management: It gives the aptitude to bolster the administration of the IT foundation. Specialized administration gives precise endeavors in a convenient organization, adjusting the expense and in addition supporting the lifecycle.

IT Operations Control: They can screen and control the IT administrations and additionally its foundation. The part of the IT operations is to execute the everyday schedule activities that are identified with the operations of the IT foundation segments and additionally applications (de Barros et al., 2015). It comprises of planning of occupation; reestablish exercises, upkeep of standard and additionally reinforcement.

Facilities Management: It has the target to deal with the physical environment in which the foundation of IT is found. It comprises of dealing with the physical environment of the association, working of access administration and additionally checking of environment (Böhm, Eggert & Thiesbrummel, 2016). It controls over the progressing operations administration and also deals with the full administration answer for HBZS and also its business operations. 

This section provides the description of information, which is associated to continual service improvement. The section also gives a proper understanding of the Service Reporting of HBZS. To prepare a full enhancement of the services and the systems, an overall integration should be done to make continual service integration (Herrera, 2015). The methodologies and the procedures of innovative types have been implemented to assure high quality in the management of overall standards. Such implementation can be done through the refinement of the process that can be learnt from the failures and previous successes (Gupta, 2015). The main aim to incorporate the integration of continual service is maintaining the standard of ISO 20000.

The target to maintain the standard of ISO20000 can be incorporated through creating the terminology that will be similar to the suppliers of company along with the customers and service providers (El Mekawy, AlSabbagh & Kowalski, 2014). The service providers will provide the service to the organization both internally and externally. According to the certification of ISO 20000, each and every service providers has a common expectation that they will get a recognition through the adoption of global standard. If those service providers of IT have the ability to deliver a higher quality of IT services then they will surely get the certification of the service provider (Karim & Abeysinghe, 2013). The HBZS company will also make the induction to integrate the Continual Service so that they can reach the position where they will receive the certification of ISO 20000.

The method of Continual Service Improvement is controlled by metrics. The method primarily targets to make the recognition of the opportunities. Those opportunities are been utilized for improving the standard of the company’s operations. The method is also utilized for the measurement of the improvements (Lima et al., 2013). Those improvements are been monitored apart from looking through the impacts of enhancement. Therefore, it can be said properly that Continual Service Improvement is majorly responsible to make a proper metrics identification. It also has the responsibility to track it on regular basis. There is a strong requirement of success regarding the critical factor that needs to be included in the overall process (Gil-Gomez, Oltra-Badenes & Adarme-Jaimes, 2014). Such requirement is there to make the overall process to be successful. An extensive amount of research has made a point that the entire process are based on five factors (Gercek, Saleem & Steel, 2016). Those factors are directly associated with the critical success. A procedure regarding Continual Service Integration has been proposed by Edward Fleming. Such procedure is applicable to every organization.

The procedure gives a question set which needs to be answered for the development of CSI.

1. i) What are the exact dreams and desires of the organization? State the values of the Key Performance Indicators that are expected.
2. ii) In the current competitive market, what is the current position of the organization? What are the Key Performance Indicators’ current values?

iii) What is the organization’s mission? What is its vision? What are the prime objectives of the company in the long run?

1. iv) What is the procedure through which the company will reach the position that it desires? State the detailed plan for achieving the exact position?
2. v) Check whether the company has achieved the position it desires. Will the indictor values of the key performance reach the set targets in case if the processes are been implemented in a proper way?
3. vi) State the procedures that maintain a steady pace for continual service improvement. Start process once again.

There are some primary objectives in the Continual Service Improvement. It includes the review and analysis of the process (Vaidya, 2012). The objectives include providing suggestions, which are realistic for the improvement of the standards of activity. The enhancement is done through utilization of the opportunities in a proper way. The utilization should be done in the life cycle’s every stage.

1. a) A proper analysis and evaluation of the outcomes should be made that is associated with goals of service level.
2. b) There is a requirement of the Information Technology’s entire service quality’s improvement. It should be done through each and every process activity’s proper implementation and identification (Garg, Versteeg & Buyya, 2013). An overall enhancement in the efficiency and effectiveness will be required for the service management process of IT.
3. c) There should be a definite improvement in terms of IT service delivery for the overall cost-effectiveness (Probst, Case & Elephant, 2013). Such improvement should be done without compromising the user or client’s satisfaction.
4. d) There should be a concrete relation of the methods with the service quality management. The relation will actually provide support for the continual improvement activities.

There are various areas where the continual service improvement is required to be incorporated (Sobey, 2015). Those areas include the IT process end time activated in the individual service level. Those processes come under the continual service improvement life cycle model.

The HBZS company is getting benefits in a continuous manner due to the incorporation of the ITIL process. If the matter of service reporting is been considered, then it can be notified that the employees of the lower hierarchy are very much delighted as they are able to send detailed reports regularly to the upper management level (Shrestha et al., 2014). The service reporting procedure has made the CFO of the company to be very happy as he is not getting regular information from all verticals of the organization.

On the other hand, it has been realized that there are greater issues in transferring the reports. It has been notified that the sending time or the time of transition of the reports are very much high (Fernandez-Mesa et al., 2014). The opinion of the IT consultant is that implementation of the service reporting process requires simplifying the continual service improvement process.

The reports contains the outputs that are been generated by the process of service reporting. There will be a proper strategy on the basis where the reporting will be done. Such reporting will make the symbolization of the achievements in the level of operations and strategy (Fundin, Witell & Gebauer, 2012). The organizations like HBZS have a definite preference regarding the integration type that provides benefits in several directions (Zhou & Zhang, 2014). The organizational employees will provide full service utilization for service reporting for providing the necessary information to both the Information Technology and the business. The objective of Service Reporting has given the realization for helping to make the decisions that are informed. 

The HBZS company has already noticed the total scenario regarding the higher consumption time. The company’s management should make a consideration to solve the process delay problems where there will be no such affection on the aspects of the company (Ghasemi, Harounabadi & Mirabedini, 2014). A decision has been made by the HBZS company’s top management that the Service Desk Manager will be responsible for the entire execution of the service management reporting. There is a responsibility of the manager for controlling the reporting operations of service management.

A concrete suggestion was been given to the IT employees of HBZS that outsourcing of the service desk will give them a sense of relief (Shankar & Narayana, 2013). Therefore, if the organization makes the necessary outsourcing then it will make the elimination of the burden of those IT staffs who are in-house. It will provide the facility to eliminate the direct investment of effort and time of those staffs (Fischbach, Puschmann & Alt, 2013). The outsourcing company will be responsible for the necessary management and report controlling. The operations managers will be dedicated to serve the service management processes and they will make the necessary dealing of it. Such dealings will take place through subordinate creation (Katoh & Standley, 2013). A simplified table is used to maintain the data collection process. The table has some processes, which needs to be replied to have a better understanding of the process. The questions are given here,

1. Who has the entire responsibility for report creation?
2. To which person the overall delivery will be done?
3. Why the client is there?
4. How will the report be created and what is the location of the report definition?
5. Tracking the report weekly and monthly.

The consultant of Information Technology gives advice of various types for a prosperous future of the company. Those advices will result to IT and business advancement of the company in different levels.

1. There is a constant need of a streamlined communication to resolve the problems that occur in the organization. Such communication will lead to give a proper reply for the problems associated with the tie-ups of business and IT (Sobey, 2015). If HBZS needs to be a long lasting partner of the main concern OKD then it has to implement an effective communication both in the vertical and horizontal level.
2. The staffs of the organization should have a proper understanding of their in-house skills so that it will provide them the necessary guidance for making a prosperous future that takes place between HBZS and OKD (Shankar & Narayana, 2013).
3. A prime importance should be given to the matter that the main organization OKD should have a good terms with HBZS (Al Mourad & Hussain, 2014). Such terms will give the advantages that will benefit both the companies.
4. The best practices of ITIL and ITSM process should be followed by the HBZS company. Moreover, a training program related to ITIL and ITSM processes is required to be incorporated for the organizational employees (Katoh & Standley, 2013). These training programs will definitely review their skills. It has been realized that such tools have very high effectiveness if it is been applied.

Some of the tools that are been mentioned here are as follows,

1. Communication
2. Plan-Do-Check-Act
3. Certification to take up V3
4. ITIL tools and method range

The Plan-Do-Check-Act methodology is the integration of the business requirement inputs. The requirements also involve needs of the customers along with request service that are been modified. Several other inputs include customers and suppliers (Alojail, Rouse & Corbitt, 2012). There are other inputs of the business which include IT security operations team and the service desk. Those inputs are the processes that are been thought by the organizational top management (Ghasemi, Harounabadi & Mirabedini, 2014). The top management has the sole responsibility for service management planning that is with incorporating service management. The top management also proceeds for the necessary monitoring, tracking and measuring the service management review to check that the overall process is up to the mark. The top management of the company will act as per the refinement of the methodology and plan. The output of the business will definitely satisfy the customers (Feuerlicht & Tran, 2014). It will provide the new as well as the modified service (Zhou & Zhang, 2014). There are several other process that is related to the business, supplier and consumer.

Finally, it has been noticed that the continual service improvements’ objective is the value delivery of the organizational business. It will be done on the basis of focusing the benefits of overall business. The company’s service provider’s performance should be evaluated continuously for the process improvement (Sobey, 2015). A review and an overall analysis should be made on the situation for improvement of individual life cycle to make the recommendations.

There can be various suggestions that can be given to the company’s IT manager. Those suggestions actually provide the necessary guidance through sustaining the business relationship. It is done for business expansion. These suggestions actually aim to provide a better service infrastructure for OKD (Assad & Ahmad, 2015). Such suggestions will be of higher standard and they are been developed on the basis of consultation of various topics in the given document. The recommendations are the following:

1. To enhance the quality standards, the ITIL process has been proposed. It should be implemented in a proper way. The objective of a proper integration of the process actually provides service of higher standards in the company.
2. A high critical factor is related to the continual service process. Such process if implemented in a proper manner will generate advantageous outputs in the future (Bailey, 2015). Therefore, the management should set objectives to take proper care of those processes.
3. Best practice of the techniques and tools should be incorporated for the integration of the process. Such practice of the techniques and tools should be included in the ITSM training program (Cater-Steel, Toleman & Tan, 2006). The training program is needed to provide rigorous knowledge to the staffs of Information Technology. If those staffs are been trained by the program then they will be able to be flexible to process the future requests.
4. The service desk’s outsourcing is highly required so that the organization’s IT professionals will have ample time to make them focused on the development of the business strategy (Cots & Casadesus, 2013). Such a higher level of dedication in the operation of the business strategy will make an enhancement on the business revenue.
5. A set of guidelines should be given to increase the ITIL expertise that will support the enhancement of the HBZS quality standards.
6. A higher level of practice is needed to achieve the ISO 20000 certification that will definitely leverage the certification advantages (Cruz Daza, 2014). A good level of trust will be built by such certification from OKD on the service of HBZS.
7. A definite requirement of the Service Improvement Plan has been felt. Such plan is required for ensuring a streamlined ITIL process execution.
8. It is highly recommended to use the software tools that are been provided. A major support can be given to the service desk through the optimum utilization of the software tools (Denda & Drajic, 2013). The following support includes to monitor the information technology for the purpose of change management. A definite tracking of the IT is needed for database development. Other needs involve checking the standard of the HBZS’ plan of service improvement. 

Conclusion

In the entire topic gives a conclusion of ITIL operation’s broader concept. It gives the broader view of the service transition along with the service operation that is implemented by the Czech Republic based organization, HBZS. An extensive research has been done for the consultation to provide a clear solution for the HBZS’ management. A detailed report has been given regarding the service transition and operations of HBZS company. The company has made several adoptions and implementation of the ITIL process for enhancing the supply and demand of hard coal to have a monopolistic production in the Czech Republic. The researcher has made work as consultant hired by HBZS for the contribution of IT management service within the company. Currently, HBZS is constantly progressing towards the correct direction for the improvement of the ITIL process that is already existing. Such progress can be done through the help of advanced as well as emerging technologies. The report has provided the different perspectives of the ITIL process. The discussion has been done on the current situation of HBZS’ IT management. It has been noticed that, HBZS has incorporated different types of ITIL process in their company for assurance of quality in delivering IT services to their customers. Therefore through the implementation of such process, HBZS will be able to serve their main concern, OKD, the organization who are the dealer of hard coals in Czech Republic. It has also been realized that there are some other requirements of modified ITIL processes in the future to get a flexible service from the IT department which need further research and refinement.  

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