Professional Documents
Culture Documents
Prioritizing all the varying technological needs that a business faces today can be an immense undertaking.
Problem solving is a huge part of this, as is foreseeing any potential issues or roadblocks that may arise.
Keeping electronic records is essential to any business nowadays and there are a wealth of programs and
apps that help you manage this essential step. The Internet is a further tool that can help make your life
easier. IT Management is all about using advancements in technology to simplify these processes and help
make your business run more smoothly. Email, messengers, social platforms, and virtual assistants are all
readily available and will all streamline your essential processes, making your work less stressful while
One of the huge benefits of computers is that we are able to compress all that data we used to store in file
cabinets or back rooms and keep safely stored on a tiny hard drive. This saves a lot of space, but you do
need to remember to arrange your files and folders in a way that makes them easy to access. While space
is one area where IT Management has clear benefits, another is speed. With so much information at the tips
of our fingers we can access just about anything we need at the click of a button. Having a centralized place
to find useful information, and, in turn, store it, makes our lives so much easier in a myriad of ways.
IT service management is the craft of implementing, managing, and delivering IT services to meet the needs
of an organization. It ensures that the appropriate mix of people, processes, and technology are in place to
In line with this, the group has conducted a research together with an online interview of an IT personnel from
an international engineering design company named as Abdubezoo, which is one of the companies who work
Abduzeedo is a collective of individual writers sharing articles about design, photography, and UX. It was
founded by Fabio Sasso in 2006 as a personal blog, later growing to become a digital publication with several
writers from all over the world, working independently. Currently part of Steale LLC. Also known as ABDZ,
the short version of the weird name of the blog which means abducted in Portuguese, the site has seen the
evolution of the design community during a decade. From different styles to mediums, ABDZ has evolved
with the industry and became one of the most sought-after design blogs on the web (www.abduzeedo.com).
Amazon Web Services (AWS) is the largest cloud service platform, offering compute power, database
storage, content delivery, and other functionality to help businesses scale and grow. Millions of customers
are leveraging AWS, such as Abduzeedo, to build sophisticated applications with increased flexibility,
scalability, and reliability. Amazon Web Services is a dream client of every designer. It took almost a year
since the inception till the first service (client) onboarding. Abduzeedo was responsible for the visual design.
There were many folks working on research and UX part of the project, and folks selling the whole thing up
the chain.
In this section, the group has defined the goals or objectives of the research conducted which is in a form of
a combined research and interview. The objectives of the study are divided into the general and specific
General Objectives
The general objective of this paperwork is to discuss how information technology management services
(ITSM) are being applied to the chosen organization, which is Abduzeedo AWS.
Specific Objectives
The specific objectives are enumerated as follows and are divided based on the weekly lectures. It should
be taken into consideration that not all the topics were covered during the interview that’s why the topics
below are trimmed down to the discussions the group has had on hand. Also, some of the topics have been
To discuss how information technology infrastructure library (ITIL) is utilized in the company.
To be able to discuss the continual service improvement imposed by the ITSM in the company.
To be able to discuss the information security management of the ITSM in the company.
To be able to discuss the measurement and metrics used by ITSM in the company.
Research Discussions
IT Management here is situated in one floor with 20 workforce members, a team leader, and general
manager. This team is the governing team for the company’s branch in this country. All the branches
The IT Service Management unit performs the service operation processes by providing support services for
the use of the information technology and management of the production environment. Their scope is about
the operation, maintenance, enhancement, giving update, and troubleshooting problems regarding the
software, applications, computer programs, and even the computers used by the employees in the company.
To help managing documents and information gathered in every project, a full support database was created
in which all employees can either have free access or limited access depending on their level. This database
contains all the necessary documents from start to finish of the project. This database is used to sort out,
This database creates service models which are very imporant so as to be able to estimate the time and
duration of new projects. The database also has the collection of software used by the company which make
it more economical for them as it has lower price than standalone licenses.
Lecture Week 2 Research Discussion
As it is said that governance is the core of all healthy organizations, the company also has their own
organizational structure, having a general manager and team manager for each department. So as to have
a more organized and systematic rules and regulations and policies and procedures, the company has been
implementing the Information Security Management System and Quality Control System, which are based
on ISO 9001 and ISO 27001. The company is fully accredited by these accrediting bodies, and are regularly
Service Strategy
The company utilizes the three types of service providers and are each explained below.
Type 1 - Internal service provider. The company has their in-house IT department within the company building
Type 2 - Shared services unit. Being an international company and a sub branch of a larger one, the company
has their IT shared services unit which allows them to access some data in other countries.
Type 3 - External service provider. The company also uses extenal service provider especially in using the
internet and other applications and software. As their strategy, they use external service provider from the
internet which allows them to have online license of software and applications, which is much more
Service Design
For service design, the IT department regularly creates researches for possible concerns of enhancement
which are to be escalated. These tallied ideas and information within the information technology sector will
then be evaluated by the top management for further actions. All of the plans will be brainstormed and
conceptualized in the best possible way among the heads and corporate management. This ensures the
Service Transition
One positive attitude of the company is that they can adjust to the necessary changes especially whenever
there is a need to change a process, scope, or other things related to the company. They always try to
Computers and the Internet. Each employee in the company has his or her own computer, which is somehow
connected to all other computers in the company through a specified folder. The computer contains software
that is necessary for the work of the employee using it, and it has access in the internet.
Telephone. Each employee in the company has his or her telephone which helps the employee to
Multipurpose Rooms. These rooms are used for meetings and other purposes, and also used when meetings
There were several groups in geographically distributed locations responsible for handling incidents and
service requests in the case organization. The employee which experiences a problem calls the IT
department and tells the scenario. The IT department then has three ways in solving the problem (the two
1. The IT employee instructs the other employee on how to resolve the problem.
2. The IT employee uses the computer of the other employee through a remote application.
3. The IT employee goes to the place of the other employee so as to resolve the issue manually.
Financial Management
The ITSM in the company applies the three step rule for their financial management.
Budgeting. In this part of the process, all the departments plan the income and expenditure of money. Planning is done
periodically (usually once a year). Planning is important because it decreases risk of over-spending in the future. The same
process controls income and costs incurred on a monthly basis. This means that monthly income and monthly costs will
be monitored and compared with budgeted (i.e. planned) funds. Based on that information, measures can be taken to
Accounting. This enables the IT organization to account for the way its money is spent. This particularly refers
to identification of costs by customer, by service or by activity. To have an efficient accounting process, the
ITSM continuously increases service provision and defines areas where cost savings can be made (i.e. financial
efficiency).
Charging. Their charging requires that accounting procedures and systems exist and are set up. It makes a difference
whether the organization is an internal service provider, or if it serves external customer as its main business. In the case
where an IT organization is an internal service provider (according to ITIL, these are Type I and Type II organizations), it is
not necessary to bill for services. Sometimes such IT organizations only allocate costs. If an IT organization sells its services
to external customers (Type III organization) they will, certainly, issue bills for their services and generate income which
Demand Management
The following are the processes on how the ITSM of the company does regarding their demand management.
Analyzing current customer usage of IT services: The easiest way to do this is to analyze service desk data
regarding incidents, requests, and problems. Network usage and uptime can be measured via a service
dashboard, such as the kind used in a network operations center (NOC) environment.
Anticipating future customer demands for IT services: Here, the business relationship manager comes into
play. He or she may speak with the customer directly about forecasted needs, will analyze trends in usage
or tickets, and will make educated projections about future usage based on similar customers trends.
Influencing consumption as necessary by financial or technical means: For example, if a customer uses more
service than anticipated in the SLA, a service provider may charge fees for the excessive consumption to
offset the costs of the unforeseen demand. Demand management also makes sure that the appropriate costs
Capacity Management
The intent of the Capacity Plan is to measure existing application requirements for technical computing
environment resources and services and to identify anticipated future system resource and service
requirements (www.investipedia.com).
The capacity management of the ITSM in the company have the following goals:
Reduce the number of end-business processes suffering interruptions or outages caused by inadequate
IT capacity resources.
Reduce the number of critical business processes not covered by a defined service availability plan.
Increase the percentage of critical IT resources with adequate capacity and performance capability,
Decrease in the percentage of unplanned upgrades compared with the total number of upgrades.
Continuity Management
Although this plan provides guidance and documentation upon which to base emergency response,
resumption, and recovery planning efforts, it is not intended as a substitute for informed decision-making.
The ITSM department and staff also identifies services for which disruption will result in significant financial
and/or operational losses. Their plans include detailed responsibilities and specific tasks for emergency
response activities and business resumption operations based upon pre-defined time frames. They have
their Business Continuity Plan with funded business activity to provide resources required to:
Report on-going business continuity planning to the CASS Senior Leadership Team
As such, this plan is considered a living document that is updated and improved upon on an on-going
basis.
Lecture Week 6 Research Discussions
This has been discussed already in the former sections. But to provide more details, the company has their
ISMS policies and procedures for the employees. This is created in line with the Data Privacy Act and other
republic acts regarding information security. They have their own handbook of their isms policies which were
also delivered to the employees through different trainings and orientations so that the employees will be fully
Problem Management
Problem Management in the company has one goal: Identify and remove underlying causes of recurring
Incidents. They use trending and historical information to identify potential Problem cases. This can be
anything from formal Continual Service Improvement, to moderate data analysis (trending), or good old gut
feeling. Regardless of the source, Problem Management are prioritized based on value to the business, and
most of them take less than a week to have feedback from the department.
Metric
performance. Metrics are extremely important to organizations because they allow them
to understand the business needs and determine the best way to achieve their objectives.
Having a basis from the ITIL framework, the company metrics in ITSM is divided into three
categories:
Technological: These metrics provide information about the equipment that makes
up the IT infrastructure.
indispensable.
Of Services: As its name suggests, this type of metric measures the quality of
The company handles a huge amount of data of various types, and all of them are, of
course, measurable. The company uses the SMART criteria to indicates the
characteristics that the metrics that they have in order to prove the true value of their
business:
M - They should make sense. No matter how complex the data analyzed in the
R - They must bring real value to the company. They should help establish the
needs of the organization, determine objectives and create a strategy for process
improvement.
T - The information loses value over time, as it becomes obsolete. Metrics must
them to handle the results in the most useful way for the business. In this case, one of
the best option is to orient the Smart metrics in ITSM to measure two types of indicators:
CSFs (Critical Success Factors) and KPIs (Key Performance Indicators). Both are
commonly used terms in the ITIL world and both have different functions within the
Conclusion
This combined research and interview gives a combined theoretical and actual view of how the information
technology system management are utilized for an organization. Although every company has their own
techniques and structure, rules and regulations, policies and procedures, it is very informative for the group
to learn some of these things as these can enhance in their present understanding, and most especially,
http://www.estomi.com/2017/07/13/itsm-important-business/
https://abduzeedo.com/about
https://www.bmc.com/guides/itil-demand-management.html
https://www.investopedia.com/terms/c/capacity-management.asp
https://www.gb-advisors.com/smart-metrics-in-itsm-importance/