Management Of IT Services And Department – An Analysis Of The ITIL Integration In HBZS

Ongoing Information Technology Service Management at HBZS

Discuss about the Management of IT Services and Department.

The report presented here to discuss a joint-stock organization or enterprise known as OKD, HBZS. The company OKD is the sole shareholder, and it is the parent company. OKD is in the Czech Republic and it’s the only company who produces hard coal. The primary role of the HBZS’ is to rescue the material and the employees that are working in a non-breathable and dangerous underground environment for example underwater. The service is for 24 hours a day, and it’s an emergency situation (AXELOS2016).  Their permanent rescue teams are 26 in numbers and who are dedicated to the emergency call at the head office. The technical teams of HBZS’ are involved in various commercial tasks.

Figure 1: HBZS and OKD (Source: Cyber Fox 2016)

The company IT manager, Mr. Gurny, has adopted Six ITIL processes in the enterprise to ensure that the company should save both resources and time. But later there were new challenges that arise during the second phase of the business and solutions were made to ensure to overcome those challenges by implementing service catalog to simplify things for the organization.  They have experienced that ITIL has played a critical role in their business by providing the clear understanding of the needs of the customers. The primary objective of this report is to understand the suggestion given by the hired IT consultant on ITIL integration in the company. The report analyzes the impact of ITIL in the business and to review IT Service Management at HBZS and provide them the right solution on ITIL (AXELOS2015). Moreover, the report describes the future direction of the ITSM at HBZS and provides a detailed understanding of IT service operation and transition and also understands the continuity service improvement and service reporting process of ITIL and various recommendations are presented in this report.

After reviewing the first and second phase of the ITIL adoption by the HBZS Company, it has been found out that they have obtained SIX ITIL processes (AXELOS2016). The SIX ITIL processes they have adopted are Knowledge Management, Request Fulfillment, Event and Incident Management, Service Asset and Configuration Management and Change Management. These processes are mostly from Service Operation and Service Transition as we can see that in the below figure 2. The company has only selected some process from the Service Transition, which is development process and some process from the Service operation which is a supportive process. But in any ITSM implementation, a proper application is required in any organization or business (O’Connor et al. 2015). Here there was no process which was there to support the service catalog management; then the company decided to implement the service catalog.

Additional ITIL Processes for HBZS

The best way to overcome such issues in future let us first understand that what are some additional needs that the company requires as far as ITIL is the concern and how they can improve it in future (Shahsavarani and Ji 2014).

Figure 2: ITIL service processes (Source: Stanley2014, pp-65)

The company needs to imply a Service design process in HBZS because whenever the company upper-level management is getting change, then they are having trouble to explain what exactly the role of IT in that business (Griffiths 2014). Let us understand that how Service catalog management will help HBZS in future on their produce service catalog.  The principal object of service management is to make sure that service catalog that it has to create the service catalog and has to maintain it as well (Marroneet al. 2014). It contains the correct information about all the operation facilities and those things that are prepared to be run operationally.  The service management provides critical data for all the SM (Service Management) process such as current status, service details and interdependencies of the services. The service catalog management will help HBZS to review the clear difference between the business service in the service catalog and the support service as shown in figure 3 which describes the different tasks involves in service catalog management (Iden and Eikebrokk 2013).

Figure 3: Service Catalogue Management (Source: Gama et al. 2013, pp-159)

Whenever there is a request to modify the service description then the service catalog management processes the request to change the process to amend the service catalog which needs to update if there are any new services that are added to the organization or if there are any new service attributes which must be recorded. (Peña and Vicente 2013)  So the company IT service catalog manager role is to update the service catalog and keep it updated if there is any service or service attribute is introduce. 

The HBZS Company requires Demand Management from the Service design process. The demand management refers to correctly planning method that is used to guess or predict the plan and manage the need for the services and products (Conger 2014). So if HBZS can include demand management, then they can predict as well as handle the future requirements of the request or required service. The provided case study state that the there was a huge demand of IT in the later years but due to lack of resources the requirements were not met. The company needs to include the Capacity management in the enterprise (Marrone et al. 2014). It refers to the process that has been used to manage IT (Information Technology). The major objective of the Capacity Management is that the information technology resources should be at the right size to meet the client’s requirements in the cost effective manner.

Best Practices for Improving HBZS IT Service Management

The major process they need to involve in the HBZS is the Problem Management. The Problem management refers to the process that is responsible for managing the problem lifecycle (Fan and Shen 2013). Now this process should be applied by any organization so that it can prevent the issues and any other incident from happening. It will help to sweep of the recurring events and to decrease the impact of the event which cannot be prevented. It maintains the data about the problems and the right workarounds and resolutions. So that it can help the business can decrease the impact and number of incidents over time.

HBZS Company needs to integrate one more important process in their organization that is Continual Improvement process. By implementing this process in their business, they are giving high chances to their other ITIL process to development by keeping in mind about information technology for the future run (Winkler et al. 2013). This process provides an advantage that it provides us that extra effort for improving and enhancing the processes, services and products that the company provides. 

Moreover, the energy can be observed increment improvement in over time or breakthrough improvement of all time. It is important because the company has been affected by the sudden drop in price in coal and the parent company OKD was at a loss, so what it can do is that it can help the company to contribute to improving the process so that they can serve their parent company OKD in much better way.  There IT demands will be met if in future and there the future issues and other aspects of the IT related matters can be easily handled if the company integrates the suggested ITIL processes in their organization (Iden and Eikebrokk 2015).

Some best practices need to be followed by HBZS so that they can improve their Information technology service management and their process improvements. The Chief information officer must focus on the details of providing the best ITIL training to keep the customer happy. The role of ITIL service management is imperative in an organization that will help to understand the role and specific skills set of the employees in the company, not only will that it works with other process methodologies such as ISO 20000, six sigma, etc(Moraet al. 2014).

ITSM has emerged as a most necessary component for benefiting an organization or business. However it was developed only to provide the backend support function, but it has evolved in some serious business major aspects (Yazici et al. 2015). The day to day improvements that is going on in ITSM has given the company to enhance their service performance as well. But advantages can come in different ways such as CSI, Strategy unification, and reduction of cost (Chen 2013). There is some significant aspect of ITSM that is listed below such as

1. Efficiency

2. Quality

3. Price

4. Focus on primary business

5. Agility

6. Compliance

Latest Trends in ITSM

Information technology evolved in relevance and scope from being the backbone of a service which has become essential to the availability and management of organizational services and the organization growth of almost all enterprise (Adiraju, 2012). ITSM should behave as a profit center it serves the purpose of internal business needs to provide the Information technology services at the high price which maximize the return on investment. The emergence of the information technology services as a major center of generating revenues in the need for the building of an IT strategy that provides the structure for integrating information technology with the organizational needs (Maryska and Novotny 2013).

Discussion of Service Transition Process

The transition phase of service has made a lot of issues that are operational in the other firms. It has been realized from the course knowledge that the discussion of the transition process is in HBZS’ place. The service transition process is required for making the entire systems better. The method is implemented to make the system as a whole be streamlined (Kowalkowskiet al. 2015). The ITIL Service Transition process is the aggregation of several processes that are considered to be before an organization. Such process includes Change Management, Evaluation of change, and Management of Project such as planning the transition and support, Development of application, Management of release and deployment, testing and validation of services, Management of service asset and configuration along with Knowledge Management (Kowalkowski et al. 2015).

Figure 4: Understanding the Service Transition Process (Source: Hartmann et al. 2014, pp-180)

The objective of Change Management is controlling all changes’ lifecycle. The primary goal of the change management is enabling the beneficial changes that are to be made having a minimum disruption of the services of IT (Hayes 2014). The evaluation of change has the objective of assessing the significant changes such as an introduction of new services along with changes that are substantial in the existing services before such changes are allowed for proceeding the life cycle’s next phase (Huang et al. 2014). The management of project’s aim is planning and coordination of the resources for deploying the major release that is given in the cost of prediction, estimates of quality and time. The development of applications and the systems that provide the functionalities for IT service. The process makes the inclusion of the development and the maintenance of the requests of custom that makes the product customization from the vendor of the software.

The management of deployment and release is planning, scheduling and controlling the release movements for the environments that are live. In such service transition process, the common goal is ensuring the live environment’s integrity that is protected where the components of correction are released (Banta et al. 2014). For ensuring the deployment of the versions, the services that are resulting meet the expectations of the customer for verifying the operations of the IT for supporting new service. The management of the service asset and configuration is maintaining information regarding the item of configuration that is required for delivering the service of IT that includes the relationships.

Knowledge Management is gathering, analyzing, storing and sharing knowledge along with organization’s information (Dalkir 2013). The purpose of such service transition process is improving the efficiency through the reduction of rediscovering the culture. The service transition makes sure that the changed service provides a satisfaction of the needs of the customers and the expectations of the business that is documented in the strategy of the service throughout the stages of service design.

The stage of transition lifecycle has taken the care of the transition part that the organization has from one to another state that is the delivery of the service operation capabilities and improvement of continual service. The transition stage’s main aim is planning and managing the changes in an efficient manner for risks of time controlling and making a delivery of the knowledge in the case of support of decisions. The transition of service in ITIL makes a help and manage of the change of state in the life cycle’s service (Long 2012). In the case of managing the risk for the changed, new and retired services provides the protection for the environment of the product. It will make the help delivering the value of business for its customers.

Figure 5: Service Transition Process flow (Source: Nabais et al. 2014, pp-5)

During the transition service, the supports that an organization need are the strategy of the service, process, people, technology, a culture of the organization, service suppliers along with risk and governance. In the case of employment of transitioning, the planning for focus on communication is there for building the compliance and awareness. It has been seen that normally people has the need in the psychological level for feeling safe and comfortable with the changes that are around them. The primary goals of transition of service are managing and planning the resources and capacity that are needed for the developing, testing, packaging and sent the release into the production (Verlaine et al. 2014). For making a proper interrelation among the other ITIL process and the process of HBSZ, a provision of a consistent and rigorous framework will be there for the evaluation of the capability of service and the profile of risk that is the service that is released.

The establishment and maintenance of the integrity of the identified assets and service are there for making such interrelations. It is also to provide a high quality knowledge and information for expediting the decisions that are useful for the promotion of the release. It is also providing the efficient build that is repeatable where the mechanisms of installations are there for the deployment of the versions for testing and production purpose.

To make a proper interrelation between the ITIL and the other processes, it should be ensured that the service should be on the level of management (Mora et al. 2015). It will be there in case of operation and will be supported by the design of duty. There should be an alignment of the changed and new service in the event of the requirements of the organization and the operations of the business. Ensuring that the users and customers will make the usage of modified service in the way where the maximization of the valued of the organizational operations will be done. It will be nothing but the managing and planning of the resources where the transitions will come in the cost, quality and time. It will be ensuring the impact that is small for the current service.

The value of the ITIL processes towards an organization of the transition of service makes a creation of the value regarding the business through improving the ability for adapting quickly for the requirement that is new. The rate of success of the changes also makes an improvement of the overall business process (Kralik et al. 2015). The market value can be improved through the level service predictions and the warranties for the services that are new and changed. It comes through the confidence in the compliance degree with the requirements of the organization during the modification. There will be the clarity of plans so that business will have the link for the modification of the team for transitioning of the plans.

The scope service transition has the inclusion of the management and the coordination of the process, functions, and systems for packaging, building, testing and deployment of the production release and establishment of the service that is specified in case of the requirements of the stakeholder and customer. In such situations, some activities should be excluded from the transition service scope with the best practices. It includes the modifications in minor level for the production facilities and the environment for the replacement of a failed PC. The exclusion should also involve the service improvements that are ongoing so that it will significantly make an impact of the facilities for the capability for delivering the services where the fulfillment will be driven by the operations of the service (Suhairi and Gaol 2013).

Normally, the organizations have the ability for providing the service of quality or the rest of the process to a significant extent in the capacity for responding the circumstances. For enabling to happen, the involvement should have the understanding regarding the situation. In such cases, the relevance and the quality of the knowledge takes rest in turn on the quality, accessibility and the relevance of the underpinning of the data and the available information. The primary need for making such interrelations is to reduce the need for rediscovering of the knowledge. It can be done through enabling the provider of the service for being more efficient and improving the quality of the service along with the reduced costs and increased satisfaction level.

The most important process in the Service lifecycle because it is a process where the customer can know more about the company, and they can interact with us, and they can know how good we are in our services (Jäntti and Rout 2013). We can say it’s the heartbeat of an entire Service Lifecycle. There are various benefits of Service Operation when implemented in an organization, in this case, HBZS. The benefits that can be obtained by implementing Service Operation are mentioned below. They are:

1. Cost effective – The ITIL does prove its value to decrease the overall price of the managing the service.

2. Enhancement in Quality – It does help to enhance the quality of the Information technology services through the best management practices.

3. Scalability – It can be integrated into any organization irrespective of the size.

4. Standards alignment – It is well aligned to the ISO certification 20000 for service management.

5. ROI (Return on Investment) – It provides the help to an organization showcase their return on investment and measured value to the enterprise.

6. Sourcing Partnership – It often include multiple suppliers such as outsourcing which is a basic requirement in most of the companies, and ITIL does practice such activities among various organizations.

The main role of the ITIL service operation is to ensure that the IT services are efficiently and effectively delivered. Now this includes fixing problems, solving the service related failures and meeting the client’s requests and also carry out the regular operational works (Eikebrokk and Iden2015). The main objective of Service Operation is to coordinate and carry out the methods and processes needed to deliver and maintain the services at an agreed level to an organization users and clients. It is completely responsible for present management of the technology that is used to support and deliver the services. The below Service operation figure 4 explains that where it stands in entire ITIL process (Verlaineet al. 2015).

HBZS has selected some of the processes from service operation to fulfill their organization’s needs such as Request Fulfillment, Event Management, and Incident Management. The HBZS Company has selected request fulfillment to ensure that they can address service requests and fulfill them which mostly related to minor changes such as password change or requesting to provide data or information.  The event management is preferred by the company which keeps an eye on all the activities or events that occur because of the Information technology infrastructure. The incident management has been preferred by the HBZS Company to ensure that there are no issues with the Service operation as it can restore normal service operation quickly so that it cannot reduce the impact on organizational operations so that the availability and quality are maintained in the company.

Some key points need to be observed and reviewed by any organization that has implemented or going to integrate Service Operation (Manzanoet al.2015). These key points are significant and must be reconsidered. They are:

1. It includes four functions and five processes.

2. It deals with the support and day-to-day operations that are used to provide services.

3. It is the process where all the transition and design plans are measured and executed.

4. As per the client viewpoint, it is the only process where the actual value is seen.

Figure 6: Service Operation Lifecycle Stage in ITIL (Source: Vicente et al. 2013, pp-150)

There is total of five processes and four functions as discussed above now let us see what those five processes are and let us also check the three methods in detail which was integrated by HBZS in their organization (Slack 2015). Here the HBZS Company has incorporated three processes which are highlighted in the below table

S.No	Process	Kind of Process
1	Event Management	It deals to make sure that the Continues Improvements are in observation constantly, and it’s also categories and filter the events to decide the right action.
2	Incident Management	It deals to restore the service to the old stage as quickly as possible.
3	Request Fulfillment	It deals with handling the requests such as creating email id, new users and changing a password.
4	Access Management	It deals with the authorization of the user or client to use the service.
5	Problem Management	It deals to find the primary cause of the issue and make sure that the incident does not occur again.

Table 1: Five Service Operation Process

(Source: Mesquida and Mas2015, pp-85)

Let us now review the function aspects of Service Operation process as per the figure 5. In these four functional aspects of Service Operation, the company is rather focused on outsourcing the Service Desk. So let us discuss in detail what the Service Desk is all about and their benefits and impacts on HBZS Company. Due to the coal crisis, the company is planning to outsource the IT department. So the biggest challenge for HBZS is to showcase the Value of IT to the business (Sampson 2012). To do so, they need to make sure that their IT staff gets more time to involve in strategic operations and ideas to generate revenues rather than fighting with the support files. So it is a better option to outsource the IT Service Desk so that their in-house IT team can get more time to think about the about to points mentioned that are strategic operations and revenue generation ideas.

Figure 7: Different Process of Service Operation (Source: Zhao et al. 2013, pp-821)

The Service Desk is a contact point for the users or the clients on the service that has been providing. It plays a critical role in the customer satisfaction, and it works like a bridge between the IT service providers and the end users (Silva da Conceicao et al. 2014). There are four kinds of Service Desks. They are:

1. Specialized Service Desk – It has skilled and dedicated staff members to support specific queries made by the client or end users.

2. Central Service Desk – It has only single Service Desk done for the customer or end users.

3. Virtual Service Desk – The outcome of this Service Desk is fast, but it cost much.

4. Distributed or Local Service Desk – It is much closer to the clients, but it’s costly and not easy to manage.

Figure 8: ITSM Types of Service Desk (Source:  Zhao et al. 2013, pp-824)

Let us understanding how important is outsourcing the Service Desk option is and its impact on the business. Nowadays services and technologies that take forward the efficiency and the decrease time to market have made the Information Technology business or organization into a great strategic asset of real value. As far as the outcome is concerned, the optimization and operation of the Service Desk to completely support these technologies has reached the heights into a huge business imperative (Fenneret al. 2015). A well run IT business is due to the proper utilization of the Service Desk which works as a functional bridge that fills the gap between the business and the IT by allowing for the communication of metrics and critical data.

Therefore, if HBZS Company can quickly optimize the Service Desk, then they can quickly maximize value which can be realized.  But many companies are lagging in this aspect and suffering from various business losses. So to fulfill or to overcome this issues the only solution is to outsource the Service Desk to any other organization and partner with them to handle all your IT support tasks (Rahman et al. 2014). Many big companies do outsource their IT support job to other businesses so that their In-house time can concentrate on other business aspects such as Service strategies or strategic operations

Mostly clients or end user gets frustrated because of poor technical support in a company. When customers from SMB have queries, the first thing they know is to contact the customer support. But mainly what happens is that most of the companies do lack good support desks because there might be various reasons mostly related to the budget (Rahman 2016). Now to overcome these issues is to outsource the Service Desk. If HBZS outsource their Service Desk to other company, then their in-house IT staff will have more time to concentrate on the business aspects such as operations or strategies etc.  There are several benefits that HBZS can have if they outsource their Service Desk. The benefits are mentioned below:

1. Outsourcing the Service Desk to another company allow their industry experience to manage the HBZS needs.

4. It will be less costly than hiring a full-time employee.

3. The response time will be much higher.

4. The in-house team might not have enough experience to provide a satisfactory level of performance to meet the customers need but the outsource company have hired professionals who are experts in doing such tasks (Grafet al. 2013).

5. Many outsourcing organizations works 24 X 7 that will increase the support availability time and which can gain the trust of the end users.

This section provides us a detail explanation about the sophisticated understanding of CSI and Service reporting on HBZS. The major aspect of integrating the CSI which is known as Continual Service Improvement is to improve the efficiency and effectiveness of processes and services. It uses some methodologies for quality management to learn from the past failures and success (El Mekawyet al.2014). As said earlier that it does look to improve the processes and services quality and moreover with a concept that CI adopted in ISO 20000.

Figure 9: Continual Service Improvement (Source: Shrestha et al. 2013, pp-315)

Overview of Continual Service Improvement

CSI (Continual Service Improvement) is a metrics-driven method to recognize opportunities for enhancement and to measure the impact of enhancement or improvement efforts. It can be more efficient if this is integrated or implemented throughout the lifecycle, developing a culture of CI (Continual Improvement). The primary job of CSI to identify and monitor the metrics out of the thousand those are regularly prepared. To ensure that the service or process is a success we need to include the Critical success factor (Probst et al. 2013). Based on some research done by experts it has been suggested each service or process is identified with not more than five Critical Success Factors. W. Edward Deming developed an approach for CSI for any organization they are:

1. What is the company vision? What is the business objective for the long run?

2. Where is the company now stands? What are the present values of KPIs?

3. Where does the company wants to be? What are the expected KPI values?

4. How to get there? What is the proper plan?

5. Did the company get there? Do the KPI values do meet the objectives after implementation?

6. How to keep up the momentum? Let’s start again.

Note: Here KPI refers to Key Performance indicator.

There are some major goals of CSI (Continual Service Improvement) such as a)    Analyze and review and provide suggestion on enhancing the opportunities in individual lifecycle stage (Mesquida et al. 2012).

1. Analyze and evaluate the Service Level goals outcomes.

2. Implement and identify each activity to improve Information technology service quality and strengthening the effectiveness and efficiency of enabling IT service management processes.

3. To improve the cost-effectiveness to deliver IT service without comprising with the clients or users satisfaction.

4. The continual improvements activities are supported by the quality management procedure.

There are there major scopes areas that Continual Service Improvement needs to locate. They are:

1. IT service management overall health as a discipline.

2. The continual alignment of the IT service portfolio with the present and future organizational requirements (Tang 2014).

3. The ending period of the enabled Information technology processes for individual service in a CS lifecycle model.

The ITIL process implementation has given lots of specific benefits to HBZS, but when it comes to Service Reporting they were happy that they are sending regular reports to their upper managements, and the CFO of the organization was pretty satisfied with the regular updates, they were receiving. Now they feel that that the biggest challenge is sending report is straightforward and easy, but the process takes more time. To simplify things the author (IT consultant) thinks that they need to implement the Service Reporting process which is one of the processes in continual service management (Wu et al. 2013). The service reporting process will report on the outputs that are achieved both strategically and operationally. HBZS should seriously consider of integrating the service reporting process as it will provide various benefits to the organization. The purpose of the Service reporting is to give information to both business and IT to make an informed decision.

Future Extension of Service Reporting

HBZS thinks that the reporting process is consuming more time. But the question that stills stands how to solve this time-consuming process without affecting the company business aspects. Now here in the case of HBZS, most of the service management reporting should be done or controlled by the Service Desk Manager. So the suggestion is given to them that if they outsource the Service Desk to another company, it will provide a huge relief to other in-house IT staffs and in this case, it is the same, the service reporting should be controlled and maintained by the Service, desk manager. So, in this instance, the burden of putting the time and effort for the controlling and managing the report is over if it has been outsourced to another company. The reports considering a specific service management processes which can be allocated to managers of these operations and who may then deal with their creation to subordinates. A simple table can be maintained for the data that has been collected:

1. Who is responsible for report creation?

2. What client is it for?

3. To whom she or he delivers it?

4. Time (Weekly, Monthly)

5. How it is created and where the report is defined?

Business-IT partnership at all levels

Being an IT consultant there are some suggestions the author can be given for moving forward with the business and IT organization at every level such as:

Be clear with your in-house skills; providing the right and necessary skills to the business will always help in maintaining a good future between HBZS and OKD.

Proper communication is always the best answer to all the issues that arises between the Business-IT partnerships. If HBZS can have a proper and effective communication, then there are many chances that it can be a long run partner with OKD. It is also important that the parent business should have properly communication with HBZS and takes advantages of their services they provided (De Haes and Van Grembergen 2015).

There are some best practices for ITSM and ITIL that needs to be followed by HBZS. It is important to establish a training program for IT service management to review the role of the people in the organization and their skills. Tools such as:

1. Plan-Do-Check-Act

2. Communication

3. Taking up V3 certification

4. Range of ITIL tools and methods that will add value to the organization and ITIL training

Some suggestions have been mentioned below for the company IT manager Mr. Gurny to sustain their business relationship and provide a better and quality service to the parent company OKD.  The suggestions are made upon the provided case study and the specific topics that are there in the document. As being the part of the organization and an IT consultant of HBZS the recommendation or suggestions are as follows:

The suggested ITIL processes need to be integratedcorrectly in the HBZS organization to provide much quality service.

The processes such as Continual Service Improvement are critical, and they need to be installed with proper attention for future betterments.

The best practices tools and techniques need to be integrated such as ITSM training program etc. to provide enough knowledge to the IT staffs.

The Service Desk needs to be outsourced so that the IT in-house team does have lots of time to focusing on business strategy operation and increasing revenue.

HBZS needs to concentrate on obtaining the ISO 20000 certification to leverage the advantages of it. It will help the parent business OKD to generate trust on HBZS services and products.

Prepare a proper roadmap and increase the ITIL expertise in HBZS.

To ensure that the ITIL sub processes proceeds smoothly in HBZS it needs to have an SIP (Service Improvement Plan).

The HBZS company high level management or executives need to endorse frequently the ITIL initiatives to achieve success.

Using software tools, ITIL software can provide significant assistance in the task such as monitoring Information technology for the purpose of change management, developing the database, compliance tracking with HBZS SIP (Service Improvement Plan).

Conclusion

The report presented here discuss various aspects of ITIL on HBZS Company and the author as IT consultant describe the current scenario of the company on IT service management. A clear introduction about the HBZS has been provided in the report. The company itself has included various ITIL process in the organization to enhance the IT delivery services to their parent company OKD which deals with hard coal and the only producer in the Czech Republic. The document here describes that how the process has left their impact on the company and how can we improve the IT process to sustain the business partnership with the parent company. The IT consultant has provided some concern processes that need to be implemented in the company for the betterment of HBZS IT department in future. The organization itself needs to monitor and review the processes that are already implemented or the processes that are suggested to be applied in the organization for the future enhancement.

The IT consultant has provided an overview of Service reporting that is crucial for any organization and also discussed the Service Desk outsourcing and its benefits on HBZS. Service transitions process has been described in detail and discussion were made by keeping HBZS in mind. Moreover, a detailed analysis was made based on the Service Transition and the links with other processes in the company. The service operation is discussed as well so that to have a clear and proper understanding of this process on HBZS. The company itself has faced some critical new challenges after the implementation of ITIL, and some different recommendation or suggestions were suggested in this report to overcome such challenges in future. Best practices for ITIL and ITSM has been recommended to ensure that the company is not much affected by any future crisis on the parent corporation OKD.

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