Analysis of the three ITIL processes to be verified
Discuss about the Information Technology Services of Zurich.
The study is basically focusing on Zurich organization. Zurich is considered as one of the world largest insurance groups and one of the few which should be operating on a global basis with the development of the network of subsidiaries and having the offices in North America, Asia Pacific, Latin America and other markets. The company has established in 1872 and now Zurich has 60,000 employees who are providing services to the customers in more than 170 countries worldwide. It also has its sheer presence in some of the European countries like Germany, Italy, Spain, Switzerland and UK and they also have the proper operations in Austria, Ireland, Portugal, Russia and Turkey. Zurich now ant that they should be providing excellent quality services to the customers, so the Zurich Financial Services has made the decision for establishing the new CoE. They would also like to introduce the delivery and support for the common software platform for supporting the European business operations of Zurich. It should be involving the online Direct Sales brand and the innovative online Zurich HelpPoint customer guidance, the solution and the service offering. It is seen that the CoE would like to speed up fast and the two years of rapid growth would result in the delivery and formation of broken service delivery model. They planned to integrate other services in the model like the helpdesk, and the IT outsourcing processes. The company needs to evolve and implement the rapidly involved ITIL processes to a significantly level of maturity. This would be improving the performance of the processes and should be boosting the IT service delivery performance. The company has hired Pink Elephant who is the elading ITIL specialists and evaluates the current scenario of the IT service management. The CoE has planned to understand and implement the findings given by Pink Elephant for informing the direction and scope of the internal service improvement and the plan of occurring change in Zurich IT service model and support.
Pink Elephant has supported and given all the secondary information and findings so that Zurich could be able to grow faster and they have started to benchmark the processes involved. They have started engulfing and implementing the ITIL processes. It is also seen that in 2008 Pink Elephant has visited CoE for benchmarking the incident management, Change management, problem management and the Availability management processes in the production department of Zurich. It is seen that Pink Elephant has conducted the Pink Assessment Scan where the selected ITIL processes should be given the review on the basis of the rating scale. It is also important that there should be the conduction of structured interviews with the strategic and operational personnel for understanding of the culture, service outlook and its responsiveness to change. There was the conduction of the second Pink Assessment Scan to be taking place where the different processes were enhanced and this proves that the CoE will be improving fast in the future.
Incident Management Process
The ITIL model is basically a globally recognized set of the best practices for the IT Service management. ITIL is consisting of the IT Infrastructure library which should be providing guidance for the improvement of the quality and the effectiveness of the IT services which is going to be delivered by the organizations. The ITIL model has been developed in the early 80s for providing IT help and support so that the high quality IT services meets the needs of the business. The companies or the organizations using the ITIL model and implementing the best ITIL best practices helps in improving customer satisfaction and productivity and the ability to identify and implement the skills and experiences of the individuals working in organizations. The ITIL is the series of processes and standards which helps the organizations to implement Infrastructure Service Management. It seems that there are certain benefits which the IOTIL model should have so that the company Zurich has been given the responsibility to Pink Elephant to implement the ITIL processes and standards. It is seen that the ITIL should be providing best alignment between the IT services and the business operation. It helps in improving the service delivery and the customer satisfaction. It is also useful in reducing the costs through the improved utilization of the resources to be done by Pink Elephant. It also has the greater visibility for the IT costs and the assets to be managed effectively as well. The ITIL standards and processes would help in the better management of the business risks and the service disruption of failure to be taken place.
According to the case scenario, the three of the key ITIL processes which should be verified and it should be improved should be the incident management process, the change management process and the problem management processes. So the three ITIL process which should be verified are explained below
Incident Management Process-The incident management is defined as the area of the IT service management which should be involving the returning services to normal as soon as possible after the incident to be involved in the way, which has no effect on the business operations. According to the case study the major incident which took place for Zurich is that they failed to deliver the high quality services to the customers. The next could be that they could not be able to integrate the different number of support processes which should be including the helpdesk support to the IT outsourcing support as well. This is the area where the improvements could be verified for the study in accordance with the case study of implementing ITIL processes in Zurich for the development of proper IT service delivery model.
Change Management Process
Change Management Process- The change management is basically any changes to be required to be done so that the change could be done effectively. The change management is the managing of the changes done by Zurich for the implementation of the best of the ITIL processes. It is seen that the change management in ITIL is the changes in the process or the environment. According to the case scenario it has been stated that there is the conduction of the Pink Assessment scan to be done where there is the maturity assessment services to be done which is useful in the development of the proper IT services support to be developed for the company Zurich. It was seen that there should be the conduction of structured interviews to be taken and the respondents should be the strategic and operational personnel s as to understand the culture of the organization after the change of implementing ITIL services to be improved. The changes in the service structure and the delivery model of the company towards their customers. The changes in how the processes should be recognized with the observations of the current operations, the report or the findings from Pink Elephant.
Problem Management process-The problem management process is the process which would be responsible for the management of lifecycle of ITIL. The problem management is basically the management of the problems by preventing it and this is resulting the incidents to be happened and for the elimination of the incidents which would not be happened as well.
According to the case scenario it is seen that the problem or the challenge to be associated should be the development of the comprehensive and robust service delivery model. The problem of providing the best quality services to the customers, the rapid growth of the process they want and the development of the ITIL processes for their solution will be the problem for Zurich to implement it for their expansion of their services and for the development of the best IT management support to be given to the customers of Zurich.
Key performance indicator is defined as the measurable value which should be demonstrating that how the company should be effectively achieve the key business objectives. The organizations who are using the KPIs is to evaluate the success at reaching the targets. The KPIs are measured in terms of the proper goals and activities to be implemented for the benefit of the company. So the selected key performance indicators for the different ITIL process has been explained below
Problem Management process
In the context of the incident management ITIL process, the KPI should be the implementation of the ITIL processes and its implementation so that the service delivery model should be done and implemented in a proper way in providing high quality services to the customers.
It is also seen that in the context of the change management process, the KPI should be the internal service improvement and the transformation plan which has been developed by the company. The next KPI should be the employing the external expertise which helps in recognizing any loop holes in the processes and the changes in the adoption of culture by the employees working in Zurich as well.
In the context of the problem management process, the KPI should be the high quality services has been provided to the customers currently, the improvement in the productivity of the company and the employees working in Zurich as well, changes in the service outlook.
The ITIL practices and standards are incorporated within the ITIL service lifecycle. The company which has been implementing the ITIL practices or standards should be able to going through the ITIL service lifecycle. It is seen that or sustaining the high levels of business performance; the organizations should be able to offer high quality services to the customers. The high quality services to the customers add value through improvement in the sales of the organizations and customer satisfaction. The services which should be implemented through the ITIL services or standards should be following the ITIL service lifecycle. The ITIL service lifecycle stages has been defined below
Service strategy-This is the stage which is defined as the core of the business processes and this focuses on ensuring that the strategy should be maintained and then it should be implemented. The guidance to be provided for the managers which is to be operating in accordance with the business constraints, the culture and the type of processes to be implemented and the legislations should be there as well. This stage involves the development of the ideal and logical strategy by Zurich in order to undergo and implement the changes to be required. This will help in enhancing the economic condition of the people. The service strategy ensures that the organization Zurich should be developing the strategies in order to develop and implement the proper business operations. It should also involve the position of handling the risks and the costs associated with the services portfolio so that the service improvement could be done effectively as well.
Service Design- In this stage the service which is developed as an idea should be executed in this stage. In this stage there should be the conversion of the strategy into reality took place. This is done through the consistent approach towards the designing and the development of the new service.
Service Transition- After the service strategy and designing is to be completed, the service transitions should be developing the gap between the execution and the effectiveness of the processes but also to undergo and manage any changes which are going to be developing the service In this stage, the assets within the service and ensures these are integrated and should be tested together. The focus should be on the quality as well the effort to the control of the delivery of the new service into operations to be taken place.
Service Operations- In this stage there is the identification and the examination of the service operations to be taken place which should be useful in the development of the ITIL processes and its development for the company.
Continual Service Improvement- In this stage, there should be the working of the four stages service lifecycle for aligning the services with the needs of the business.
According to the case scenario and the statement it has been observed that the service strategy and service design lifecycle of ITIL can undertake this requirement. It is seemed that the company does not have the ITIL processes to be implemented first. After that the company developed the service strategy of implementing ITIL for the effective IT service delivery model to be implemented in order to provide high quality services to the clients and the development of the benchmarking. There is the development of the process maturity performance assessment for the measurement of the performance to be taken place. There is the need of analyzing the deep insights of the independent ITIL experts of how the processes should be working in reality. They have selected the IT processes and the employment of the external expertise was crucial for the implementation of the ITIL processes for the development of the service delivery model.
In accordance with the case scenario, the service design is the stage of the service lifecycle which is useful for the development of the ITIL services. It is seen that there was the development of the comprehensive assessment report for the Service Management team at the CoE. There is the need of the observations of the current operations, the report contained detailed recommendations on how to manage the change effectively. It is also seen that the company Zurich has developed the service management team within 18 months so that they can be able to benchmark their processes. There is the development and the implementation of the transformation programme which is useful in keeping the CoE to be motivated for Zurich. There is the need of developing the strategy of identifying and analyzing the culture which is to be changed after the company is trying to implement the ITIL processes for the faster and quality delivery of IT services for the customers. The ITIL process will help in making the customers to be able to understand and developing the services for the betterment of IT service delivery for Zurich where the CoE is to be developed. The standardization of the ITIL best processes really works well which is useful in delivering the real value for the customers to be able to achive the leadership in the selected markets where they should be using the integrated and standardized IT infrastructure.
The main argument that is associated with that of the organization is that the use of the ITIL model will help in providing the services that will enable the company to perform on a global manner. Since the model was developed in the early 1980s, it has been undergoing various changes in the recent scenario so that the service of the organization can help in meeting the needs of the customers. It will also help the company in providing higher level of satisfaction among the customers so that the level of productivity can be affected in a positive manner.
The process of management that is based on incidents needs to return to the normal service procedures once the service that is being delivered to the customers are completed. The case study highlights the fact that the incident that was based in Zurich failed in delivering the premium services to the customers. This lead to a large amount of dissatisfaction among the customers, as the company was not being able to meet the standards of the company. The company failed due to the fact that they could bot integrate the processes of support in a proper manner by outsourcing the support that the customers needed. This had to be done by identifying the needs of the customers in a proper manner so that the support services could be provided in an efficient way.
The company had to understand the preferences of the customers so that proper solutions can be given to them, which would have resulted in building the goodwill of the company. Another major problem for the company was that the support system for the services were not given in a proper manner, which would have helped the customers. It was necessary to integrate the support services in a proper manner so that the organization can efficiently improve its services. This would have resulted in increasing the level of satisfaction among the customers so that they can trust the organization in a better manner. The company had to understand the process of ITIL in a proper manner so that it could have resulted in using the services related to information technology in a proper manner. The use of the service delivery model would have resulted in serving the customers in a proper manner so that it can increase the level of operation within the organization as well.
The change management has to be adopted in a proper manner so that it can help in affecting the environment of the company in a positive manner. The case study has shown that the scan that has been done by Pink Elephant will help in developing the support of the services with respect to information technology in a proper manner. It will help the company in implementing the changes in a positive manner so that it can result in developing the operational and the strategic management of the company as well. The services have to be developed in a proper manner so that it can result in increasing the level of satisfaction among the customers. The changes that will be made within the company has to be done by conducting interviews with the employees so that it can result in developing the positive changes. This will result in implementing the changes in a proper manner by taking in to consideration the viewpoint of the employees as well. It is important for the organization to understand the culture under which the company is operating so that the changes that will be adopted within the system will help in bringing positive attitudes within the organization.
The changes that the company had to do had to be with respect to the operations that are being observed by the Pink Elephant. This would have resulted in gathering the data that would have helped the company in understanding the changes that are required within the system so that the company can increase its level of satisfaction among the customers. The service and the delivery of it would have helped in gaining the popularity of the customers, which would have resulted in increasing the level of goodwill of the company in the market as well. This would have resulted in gaining the trust of the customers towards the customers, which would have directly created an impact on the operations of the company.
Another major area for the company is to implement the process of problem management, as it would have the responsibility for managing the lifecycle of ITIL. The major problem was that the management did not prevent the incidents that would have resulted in eliminating those articular incidents. The problems that were present within the organization had to be met in a proper manner by developing a better model of delivery service so that the customers could be provide with a better level of service. This would have resulted in providing premium service quality to the customers so that it would have resulted in the growth and development of the organization in a rapid manner. The company would have been in a better position to analyze the problems so that proper solutions could have been developed within the organization. The solution to the problems would have helped the company in expanding their services in a proper manner so that it can result in developing the management support with respect to information technology in a proper manner. It would have also resulted in providing better solutions to the customers so that the company Zurich could have increased its share in the market as well and the trust among the customers would have been increased as well.
This case study have shown that the the key performance indicators needs to be taken up by the company so that it can result in increasing their level of efficiency in the market. The use of the KPIs will help the company in reaching their targets within the stipulated time so that it can result in increasing the level of productivity as well. The use of ITIL in the process has to be done so that it can implement the model of service delivery in a proper manner. This will help in improving the quality of the service in a proper manner so that the customers will be attracted towards the company. The company also needs to take the help of external experts so that they can provide better insights regarding the services that will help in increasing the efficiency of the company. This would result in attracting the customers from the market and gain a competitive advantage as well. The use of the KPIs has to be done in a proper manner so that the change process and the adoption of the right culture within the organization will help the organization to function in a proper manner. This will result in increasing the efficiency of the organization as well within the work place. The high quality of services that will be provided to the customers will be done by adopting the delivery model in a proper manner so that it can result in improving the level of productivity within the company and the employees who will be working within the organization can get a better advantage as well. The changes that will be made within the organization will result in improving the level of productivity within the organization so that it can allow the employees to work in a proper environment. This will also result in increasing the level of attraction among the customers within the market, as the company will be in a better position to meet the level of requirement of the customers.
Conclusion & Recommendations
Therefore it can be concluded that the company has to take the assessment of Pink Elephant in to consideration so that the changes that are being done within the organization will; help the operations of the services in a positive manner. It will also result in increasing the level of efficiency of the firm so that the customers can be attracted towards the company and the level of profit for the company can be increased in a better manner. The company has to manage the changes so that the culture of the company does not get harmed and the employees and work in a better environment. This will result in motivating the employees so that the level of productivity can be increased thus increasing the level of profit as well.
Another problem that needs to be addressed is the incident management process is that the ITIL process has to be implemented so that it can help in developing the model of service delivery in a proper manner. This will also result in increasing the level of efficiency among the employees so that the company can earn a better rate of return. The company will also be able to increase its share in the market so that the goodwill of the company can be maintained as well
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