Discuss about the Management of Information Technology for Facilities Management.
The major aim of this particular journal is to record the activities as well as the progress based on the completion of this specific assignment. In order to accomplish the aim of this journal, the research activities that are the activities to be implemented in HSC would be identified as well as demonstrated in this journal. On the other hand, the date of the research discussion or the activity would be specified with the help of this journal. Moreover, the websites visited in terms of collecting information and other references accessed would also be mentioned. At last, the time duration of the activity would also be mentioned in this journal.
This research is comprised of several activities of IT service management in HSC. the IT tea of HSC has to find out the importance of ITSM for the company in order to have an effective processes in place for managing IT services. The major operation of the IT team of HSC is the conversation of the requirements of business into the solutions of technology. On the other hand, the team has to continue the adoption of ITIL with the processes from the phase of the service strategy. The team would also discuss the benefit of the implementation of the service strategy. In addition, the service design processes would be identified by the IT department of HSC. They would also recommend the service design processes with the highest priority for HSC. The IT team of would also be careful about the advantages as well as the downsides of the ISO / IEC 20000 certification.
Date, Timeline and websites visited for the Activities
The activities would be implemented from the month of July in 2016 onwards. There are several websites those can be very effective for the IT department of organization in terms of constructing the entire research. The websites with the information ITSM, ITIL as well as the ISO / IEC 20000 certification would be effective for the organization. Most importantly, all of the activities to conduct the entire research, a specific amount time would be required for the organization. The research can be continued for 6 months.
Conclusion
The journal has mainly provided an overview of the activities those are to be researched; the timeline to complete the activities as well as the websites from which the data sources would be gathered. From the entire discussion made in this journal, it has been clear that the research with the activities must be small but compact so that the outcome of this research can be worthy for the organization.
This particular report is mainly aimed to demonstrate the activities to implement ITSM in HSC by adopting ITIL. It aimed to implement the importance of ITSM for HSC to have effective processes for managing the services or the operations of IT. On the other hand, the service strategies of the ITIL have also been implemented those are beneficial for the IT operation management of HSC. In addition, the service design processes have also been demonstrated in this report as well as the high priority has been set among the processes of the service design. Furthermore, the benefits as well as the drawbacks of the ISO / IEC 20000 certification for HSC have also been implemented and illustrated in this report.
The Chairman
Mr. Do Hung Viet
Ho Chi Minh Securities Corporation (HSC)
Vietnam
Respected Sir,
This report investigates the implementation of ITSM in HSC, the service strategies of the ITIL, the service design processes and the benefits as well as the drawbacks of the ISO / IEC 20000 certification. A brief history company background has also been demonstrated in this report. It is also concluded with having general public views and recommendations.
Yours Sincerely,
Anh Diep
Head of IT
Information Technology Service Management refers to the entire activities which is mainly directed by the policies, structured as well as organized in the supporting procedures and processes those are performed by a company or the part of a company for controlling, operating, delivering and planning IT services (Barafort, Di Renzo and Merlan 2012). On the other hand, “Information Technology Infrastructure Library” is set of IT service management practices that aim on the alignment of IT services with the business requirements (Foster and Kesselman 2013). However, ITIL underpins the International Service Management Standard or ISO/IEC 2000 for the IT service management (Cox 2013). This report is mainly aimed to discuss as well as demonstrate the critical awareness of the Information Technology Service Management importance as well as the requirement for the companies for assuring that effective processes are in place for managing the IT infrastructure’s significant management. This report has also aimed to demonstrate the awareness of the contribution as well as the nature of the Information Technology Infrastructure Library as well as ISO / IEC 20000 in terms of giving the frameworks of good practices for the Information Technology Service Management. Apart from that, another major and significant aim of this particular report is to demonstrate the potentiality as well as the capacity for evaluating as well as comprehending the associated roles and responsibilities, activities and objectives for enabling the effective improvement, management as well as planning of the processes of IT services. In addition, this report on the ITSM, has also focused for applying the international standard for the “Information Technology Service Management” to the case study of HSC’s ITIL adoption in their IT operations by incorporating the continual improvement of service, service operation, service transition, service design as well as the service strategy of IT.
Ho Chi Minh Securities Corporation (HSC) is the award winning as well as the leading professional securities brokerage as well as equity firm in Vietnam which is one of the fastest developing economies of Asia (Anon 2016). This organization mainly delivers a comprehensive list of the financial services for the institutional as well as private clients giving professional advice of investment backed by trusted as well as solid research (Anon 2016). It has established for HSC an exceptional track record to connect businesses to investors and making long-term partnerships.
Information Technology Service Management has implemented the presence of ITSM realized in both of the large and huge operations those are of global sized and he growing and medium enterprises as well (Iden and Eikebrokk 2014). All of them have felt the necessity as well as importance of it and also have tried for adopting ITSM into the functionality of it (Fitzsimmons and Fitzsimmons 2013). However, the problem is in the fact that not most of these companies understand the actual meaning of ITSM. Many of the enterprises have just implemented the Service Desk that is not the ITSM’s real meaning (Davenport 2013). “Information Technology Service Management” is demonstrated in “Information Technology Infrastructure Library” as the support as well as delivery of Information Technology services those are suitable to the requirements of the business of a company (Ali, Soomro and Brohi 2013). In case of “Ho Chi Minh Securities Corporation”, this organization is an award-winning as well as the leading professional securities equity and brokerage enterprise in Vietnam that is one of the fastest developing economies in Asia (Schwalbe 2015). Therefore, the Information Technology department of this organization supports most of the crucial as well as critical services of the business within the enterprise and as such the company was on the look-out for the guidelines of Comprehensive Service Management that HSC can adopt. Thus, the organization has several high expectations from the Information Technology department of HSC (Nurfaizah, Utami and Arief 2015).
As a department, as such, HSC wanted to be assured that, the organization was certain the enterprise could offer a stable platform that was ready for any kind of eventuality before the business took up any big challenges (Chauhan, Raman and Singh 2013). The business of HSC in particular was expecting for entering the derivatives market in the near future that would need the company for providing an even more robust platform of trading (Hesson, Soomro and Geray 2012). The organization also wanted for ensuring the fact that they have managed the transition as well as smoothly the subsequent workload. HSC has felt it was the most relevant as well as practical guidance that the organization could utilize by evaluating the framework ITIL (Dahlstrom, Walker and Dziuban 2013). There are several service aspects due to which the organization has planned this particular framework. These are as follows,
Technical Services – Information Technology Service Management focuses on the services those are related to the technology in a specific area of technology. Several ideal examples would be the Windows Administration services, Data base services as well as the network services (Fitzsimmons and Fitzsimmons 2013).
Organizational Services – ITSM also focuses into the role in a specific company or in a specific company (Davenport 2013). For an instance, the Operation Support Services as well as the Sales Support Services are the important and significant examples of this particular aspect of ITSM.
Application Services – ITSM also focuses on the particular business application of the end user (Schwalbe 2015). Thus, the ideal and appropriate examples would be the Enterprise Resource Planning Services as well as Email services.
The major importances of ITSM in the context of HSC are as follows,
Outstanding connection between the IT priorities as well as business – Generally, the IT department as well as the business of HSC do not see eye-to-eye as well as have several differences of the opinions (Willcocks 2013). It can also be ignored by the implementation of the ITSM inside the company that enhances in turn the productivity of the business of HSC.
Better integration among several different processes – Various processes in the organization such as the incident management, problem management and many more well integrate with each other as well as further the productivity of HSC would increase (Alexander 2013).
Better Efficiency – ITSM acts such as oil to an engine which is well-refined. Therefore, it mainly smoothen the operation of the company as well as enhances the productivity and efficiency and minimizes wastages inside the company (Borghoff and Pareschi 2013).
It is a very common fact that most of the organizations or enterprises manage their operations of Information Technology at a level of operation without any clear and diverse strategic aim (Galliers and Leidner 2014). Therefore, the organizations should implement some clear visions regarding the implementation of the strategic focus in the operational level. There are several ways through which the service strategy processes and could benefit from the implementation of the service strategies. Therefore, by remembering this fact, HSC has intended for continuing their adoption of ITIL with the processes from the phase of service strategy (Marchewka 2014).
The objective of the service strategy of ITIL is for deciding on a particular strategy for serving customers. The lifecycle stage of the service strategy determines which services this organization is for offering and what abilities require to be grown beginning from an assessment of the needs of customer as well as the market place (Cots, Casadesús and Marimon 2014). The ultimate goal of the service strategy of ITIL is for making HSC thinks as well as act in a particular strategic manner (Picard, Renault and Barafort 2015). However, HSC was not really sure regarding what framework or methodology for using, so the company has made a decision for take time for exploring their options (Renault, Cortina and Barafort 2015). The organization did not even intend for going for a proprietary methodology or framework. The organization, instead desired a framework that was founded as well as proven in a diverse environment of Information Technology. As mentioned in the earlier section, the organization has realized by evaluating the service strategy framework of ITIL that it was the most relevant as well as the most practical guidance that they could utilize (Ionita and Gordas 2013). Once the HSC got to know what the organization was looking for they wanted for starting immediately the project. The organization was concerned regarding the adaptation of the service strategy of the many processes as well as the roles demonstrated in the framework of ITIL as the organization is like a small team (Barafort, Di Renzo and Merlan 2012). HSC had the idea regarding the exact way that not the entire processes within ITIL were relevant for them. HSC has taken a decision for focusing on what mattered most to the company (Foster and Kesselman 2013). The organization has decided as well as prioritized on the proper opportunity of the processes after many long team sessions with Mr. Vyas, so as for ignoring fixing what was not broken. Therefore, the organization has begun with several strategies like, Release, SACM, Change, Service Desk, Request Fulfillment, Problem as well as Incident Management (Cox 2013).
It determines which kinds of services must be offered to which markets or customers. the following major processes are the component of the service strategy of the ITIL stage as per ITIL 2011,
Strategy Management for the Information Technology Services – the process objective of the Strategy Management for the IT services is for assessing the potential and current market spaces, competitors, capabilities as well as offerings of the service provider in terms of developing strategy for serving the customers (Iden and Eikebrokk 2014). The Strategy Management for the IT services is responsible also to ensure the strategy implementation
Service Portfolio Management – the process objective of Service Portfolio Management is for managing the portfolio of the service. It also assures that the service provider has the service’s right mix for meeting the necessary outcomes of business at a suitable investment level (Fitzsimmons and Fitzsimmons 2013).
Financial Management for IT Services – the process objective of the Financial Management of the IT services is for managing the charging, accounting as well as the budgeting the requirements of the service provider (Davenport 2013).
Demand Management – the process objective of Demand Management is for influencing, anticipating as well as understanding the demand of customer for the services. It mainly works with the capacity management for assuring that the service provider has enough potential for meeting the necessary requirement (Ali, Soomro and Brohi 2013).
Business Relationship Management – the process objective of “Business Relationship Management” is for maintaining a positive relationship with the customers of a certain business. It mainly recognizes the requirements of the potential as well as existing customers of that particular business as well as assures that the suitable services are built for meeting those particular requirements (Schwalbe 2015).
In order to provide the suggestion to Mr. Diep, it can be stated that the implementation of the Service Strategy of ITIL should be very effective so that HSC can get several advantages of the proper design of the ITIL Service Strategy. This is because, the service strategy of ITIL helps the companies understand the merits of the utilization of an approach that is market driven. In order to be more successful, HSC must support as well as deliver the products and services that the customers or the clients of this enterprise require (Nurfaizah, Utami and Arief 2015). It also helps this organization for doing this by providing encouragement a service management practice to manage the IT services. HSC cannot act in a vacuum. Clients and the consumers always have alternatives for the tax contributions and dollars. Competitive forces require that this company should do its job better than the alternatives (Chauhan, Raman and Singh 2013). What service strategy is regarding is positioning of the enterprise as non-optional.
Fig 1: Service Strategy ITIL
(Source: Hesson, Soomro and Geray 2012)
Being of the leading equity as well as professional security brokerage enterprise, HSC has implemented several service design processes. The major goal of the proper ITIL service design is for designing new operations in IT (Dahlstrom, Walker and Dziuban 2013). The Service design scope incorporates the new service design, as well as the improvements and changes towards the existing ones. There is several IT service design process those can be utilized by HSC. These are as follows,
Design Coordination– the process objective of design coordination of HSC is for coordinating all the resources, processes as well as activities of design (Fitzsimmons and Fitzsimmons 2013). The design coordination assures the effective as well as consistent design of the changed or new IT metrics, information, processes, technology, architectures, service management information systems and changed or new IT services (Davenport 2013).
Service Catalogue Management – The process objective of “Service Catalogue Management” is for ensuring that a “Service Catalogue” is maintained as well as produced, containing exact details on all of the services of operation gives important detail for all other processes of Service Management: the interdependencies of services, current status and service details (Schwalbe 2015).
Risk Management – The process objective of risk management is for identifying, controlling as well as assessing risks. It incorporates evaluating how vulnerable every asset is to the threats, identifying the threats to the assets as well as analyzing the value of the assets to the business (Willcocks 2013).
Capacity Management – the process objective of capacity management is for ensuring that the IT services capacity as well as the IT infrastructure is capable of delivering the agreed targets of service level in a timely as well as cost effective manner (Alexander 2013). It also considers all of the resources necessary for delivering the IT service as well as the plans for short, long and medium term requirements of business.
Availability Management – the process objective of Availability management is for defining, analyzing, planning, measuring as well as improving all of the aspects of the IT service availability (Borghoff and Pareschi 2013). It is responsible to ensure that all of the IT roles, tools, processes, infrastructure and many more are suitable for the agreed targets of availability
IT Service Continuity Management – the objective of “IT Service Continuity Management” is for managing risks that could impact seriously the IT services. ITSCM also assures that the provider of IT services can provide always minimum agreed levels of Service, minimizing the risk from the events of disaster to a level of acceptability and recovery planning of the IT services (Galliers and Leidner 2014). ITSCM must be implemented for supporting the “Business Continuity Management”.
Information Security Management – the process objective is for assuring the availability, integrity as well as the confidentiality of the IT services, data and information of the organization (Marchewka 2014). “Information Security Management” generally generates the component of the approach of HSC for the security management that has a huge scope that the “IT Service Provider” (Galliers and Leidner 2014).
Compliance Management – The process objective of “Compliance Management” is for ensuring the systems, processes and IT services comply with the legal requirements as well as policies of HSC.
Architecture Management – The major objective of Architecture Management is for defining a particular blueprint of HSC for the technological landscape’s future development, considering the newly available technologies as well as the service strategy in the enterprise (Cots, Casadesús and Marimon 2014).
Supplier Management – The process objective of supplier management is for ensuring the fact that all of the contracts with the suppliers support the business requirements as well as that all of the suppliers fulfill their contractual; commitments (Picard, Renault and Barafort 2015).
After identifying as well as discussing all of the service design processes, it can easily be said that HSC should carry out the continuation of the implementation of the processes of Service Design (Renault, Cortina and Barafort 2015). Based on the case and according to the functionalities of the processes of service design, there are several processes of service design are of the highest priority for HSC. These strategies are; Service Portfolio Management, Demand Management and Financial Management (Ionita and Gordas 2013). The reason behind prioritizing all of the five strategies is that all the processes are directly related to the proper implementation of the service design and these cover all of the aspects of service design.
The organization has to align itself with several regulatory controls, being a financial company. The organization has established “Information Security Management System” (ISMS) and has also implemented ISO 27000 certification (Barafort, Di Renzo and Merlan 2012). Now, this particular section aims to provide suggestion on the decision.
6.1 Benefits of ISO/IEC 20000 Certification
The benefits of ISO/IEC 20000 Certification can be based on the stage of service management maturity in HSC. Few benefits may be there that occur at distinct stages for every company but the table designed below provides an indication of where every edvantage should be felt.
|
Maturity Level |
Example |
Advantages |
|
Few ITSM processes designed |
Example: Change, incident management |
Particular functional advantages of every process inside the implemented area’s limits |
|
All the processes of ITSM designed in Silos |
All processes in “ISO20000-1” clauses 5-9 |
· Enhanced availability · Control given by every process |
|
All the processes of ITSM integrated |
Example: change management now can operate completely with the management of configuration and deployment and release management (Ionita and Gordas 2013). |
· enhanced effectiveness with complete advantages of every process · Traceability · Consistency · Control given over processes · Capability of restoring service as per the continuity plan of IT service · Capability of managing information security needs for the IT service · SLAs related to the requirements of service are agreed with the customer and managed · relationship of business is improved · Suppliers managed in a controlled as well as consistent way |
Table 1: Advantages of ISO/IEC 20000 Certification
(Source: Renault, Cortina and Barafort 2015)
There are some drawbacks of ISO/IEC 20000 Certification that should not be overlooked by HSC after the implementation of this certification.
Conclusions and Recommendations to the Head of IT
The issues should be resolved those have been encountered in the operations of ITSM by adopting ITIL in HSC. Therefore, the Head of the IT department of the organization has to follow some recommendations in terms of the adaptation of the several service strategy as well as service designs. The recommendations or the recommending ways to mitigate the issues are as follows,
Conclusion
After conducting the entire report, it can easily be said that this report has successfully implemented and covered all of the facts associated with the ITIL adaptation in HSC. the organization should know the importance of ITSM in terms of managing IT services. On the other hand, the organization should keep a clear strategic focus on the implementation of ITIL by constructing the service strategies as well as service design. The ISO/IEC 20000 Certification downsides as well as the advantages should be remembered by the company. Most importantly, the organization has to be very careful about the implementation of the recommending strategies.
Reference List
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