Information Technology Infrastructure Library - Assignment Example

?Question The ITIL (Information Technology Infrastructure Library) provides best practices that are utilized for Information Technology service management. We will demonstrate ITIL concepts in the context of supply chain management system. ITIL possess multiple processes that are interlinked with each other for communication. Likewise, every process completes multiple tasks for customer satisfaction and continual improvement. By implementing ITIL in the supply chain management system, Paul Richards will be able to balance between supplies and demands, save cost related to additional capacity that is not delivering value and the prevention of inadequate capacity on the quality of services. Question 2 It is important to identify these business requirements at the initial level because the supply chain management system must align with all these business requirements and ITIL best practices. The business objectives for this scenario after implementing ITIL are: Recognizing and documenting the scope of support services along with dependencies and interfaces interlinked with the suppliers Document the accountabilities and roles of sub-contractors and imperative suppliers Implementing change management process within the organization for updating contracts Evaluating, monitoring and generating reports on performance of the suppliers to identify improvements Incorporating system auditing Risk assessment for calculating risks associated with all trading partners and contracts Evaluating the value as well as profits of trading partners and contracts Implementing and maintaining a database including all the records for trading partners and contractors Deliver Value to the customer Ensure product delivery on time Question 3 The goal for designing a service for one solution is to ensure stability and incorporation within all activities and processes of all IT function providing end to end business alignment by supporting functionality and quality. The primary objective for a service design stage is to introduce a new service design in to the live environment. Likewise, it is essential to take a holistic approach rather than just precisely focusing a domain because, the design may impact other dependencies available in the system i.e. service portfolio and service catalogue, the architecture, the technology, management system, tools, current service management processes and essential metrics. Goals of designing service are: Must meet business requirements that is associated with compliance, risk, quality, security, efficient IT and business resolutions Must meet allocated cost Not be too complex and time consuming to develop Risk mitigation before implementing service in the live environment Design metrics to measure service design performance Question 4 Configuration baselines that are also called standardized configurations is associated with configuring a service, product or infrastructure that has been reviewed and agreed previously and for changes in future, only formal change procedures can be used. These formal change procedures incorporate the structure and complete details associated with the configuration that demonstrates a configuration item related to each other. As per the current scenario, baseline configurations for one solution are: Service Design Baseline After a change Question 5 As demand management is considered as a vital part of service management, one solution can adopt off peak pricing, volume discounts and differentiated service levels can affect the transportation of demands in precise patterns. Though, capacity can still be compensated by demands. One solution can utilize unused capacity for delivering service levels to the customers. In this, way, customers can receive the required product in a timely manner by and the unused capacity will deliver value by higher levels of assurance. In contrast to insufficient capacity, quality of services will be impacted as well as limits the growth of the organization, for example, one solution. Service level agreements with the customers, planning and forecasting and efficient customer services with the customer can minimize the uncertainty. Question 6 Resources: people, applications, Capabilities: Management, Processes Question 7 The first phase for service lifecycle is service strategy. (Iqbal, Nieves 2007) The purpose of service strategy is to transform service management in to a strategic asset. Likewise, service strategy comprises of identifying and considering the relation between different services, procedures and processes, business models and strategies and business objectives. For adopting a more structured approach, following question must be addressed: What services should we offer and to whom? How do we differentiate ourselves from competitors? How do we truly create values for our customers? How do we truly create values for our stakeholders? How can we make case for strategic investments? How can ‘financial management’ provides visibility and control over value creation? How should we define service quality? How do we choose between different paths for enhancing service quality? How do we effectively allocate resources across a service portfolio? How do we resolve conflicting demands for shared resource? All these questions must be taken into consideration by Paul Richards at one solution. However, a multi-disciplinary approach is required for addressing each of these questions. Creating value for a service is sometimes easy in terms of financial aspects. However, in some cases, it is very difficult. Likewise, value creation must be addressed in terms of customer business outcomes as well as customer perceptions. As customer perceptions are subjective by service attributes. For addressing customer perceptions within a service strategy, it is composed of two primary factors i.e. Utility or fitness for purpose and Warranty or fitness for use. Moreover, types of service providers vary from organization to organization. As per the scenario, one solution has currently, internal service providers who are the employees of one solution. The external service provides are suppliers and trading partners. After designing a strategy, one solution will now consider the service design stage. The primary purpose of a design state is to design a new service or an existing service that is already operational in a live environment by adopting a holistic approach. The service strategy in one solution is not properly addressed and consequently, the design of service has also not addressed business requirements. If service strategy is not adequately defines, the rest of the three phases of service lifecycle will not align with business requirements. One solution should consider these design aspects after defining an adequate strategy: Service solutions aiming for the customers Service design supporting systems Technology and Architecture Processes associated with design, transition and implementation Measuring performance by metrics The next stage this is called as service transition incorporates planning and managing the capacity and resources that are required for constructing, testing and implementing a release into the production environment and establish customer and stakeholder requirements. Secondly, a framework is required for assessing service capability and risk management prior to a release in the live environment. One solution need to deploy a framework after defining a service strategy and service design. The second last stage that is called as the service operations has the primary purpose of coordination and carrying out activities and procedures necessary to deliver and manage services at agreed service levels to the business. Operational level agreements (OLA’s), departmental level agreements must be established within each department for one solution. Apart from signing off OLA with the relevant stakeholders and managers, one solution must also ensure the ongoing management of the technology that is utilized for delivering support services. The last stage that is called as continual service improvement is associated with reviewing, analyzing, recommending and improving IT service management in every phase i.e. service strategy, service design, service transition and service operation. Question 8 Cover letter Dt: 15th August 2012 Name Head- HR Department IBM Inc. London, UK Respected name I am writing for expressing my interest in the position named as Technical solution specialist that is currently available in the company. My academic achievement makes me eligible to apply for this job, as I am already a computer graduate. Being ITIL foundation certified and with past experience of implementing ITIL based software for incident management and response, I have learned specialized skills for delivering ITIL based projects within a complex and corporate environment. With over 3 years of rich experience in ITIL based project implementations, I believe that my skills are a good match for the requirement of this particular vacancy. My ITIL based responsibilities and accomplishments are highlighted below: Take end to end responsibility of the logged requests and monitor work progress and service levels. Provide incident, problem and complaint (escalation) management for the in scope services domain. Provide technical assistance to customers on the use of all PCs – encompassing desktop related hardware and software in accordance with service level requirements. Provide advice and guidance to customers on the effective use of the self-support portal, desktop systems and their associated software, LAN networks and peripherals. Provide “First Time Fix” based on contractual scope and obligations. Ensure effective escalation and handover of customer inquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner. Carry out the appropriate level of technical investigation prior to escalating to the next level. Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group. Creating New Software manuals Creating an SLA between different service departments. Conducting interviews for hiring candidates and recommendations. Solving Queries regarding Net banking by using Toad as a tool and SQL queries to extract data and errors. My resume is enclosed for your assessment. I would highly appreciate if an opportunity is provided for a one to one meeting with you in person and to present myself for justifying my skills matching your job requirements. My contact number is 1234567 Thank you sincerely for your time and consideration. I am anticipating a response and hope to hear from you soon. Best Regards, Name Resume Nationality: Saudi Mobile: Date of Birth:19th June 1987 Email: Profile A University of Exeter Information technology business and management first year undergraduate with a keen interest in delivering information technology solutions to the clients Key Skills Service Level Management Configuration Management Change Management Establishing Procedures and Guidelines Contingency Planning I.T Governance Research & Development Risk Assessment Digital Forensics Education & Qualifications ITIL v3 Foundation Certified 2009 – Current Any Bank in UK Responsibilities: Take end to end responsibility of the logged requests and monitor work progress and service levels. Provide incident, problem and complaint (escalation) management for the in scope services domain. Provide technical assistance to customers on the use of all PCs – encompassing desktop related hardware and software in accordance with service level requirements. Provide advice and guidance to customers on the effective use of the self-support portal, desktop systems and their associated software, LAN networks and peripherals. Provide “First Time Fix” based on contractual scope and obligations. Ensure effective escalation and handover of customer inquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner. Carry out the appropriate level of technical investigation prior to escalating to the next level. Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group. Creating New Software manuals Creating an SLA between different service departments. Conducting interviews for hiring candidates and recommendations. Solving Queries regarding Net banking by using Toad as a tool and SQL queries to extract data and errors. Coordination to Group Heads and Executive Vice presidents for shifting Plans of the department Creating Monthly, Weekly, Daily reports of IT Helpdesk by using Pivot Table and graphs based on excel and then converting them to PDF format for executive touch. Creating reports of critical banking application for higher management. 2008-2009 Any ISP in UK Troubleshooting 1st and 2nd level support of typical issue including: IPLC (International Private leased circuit) DPLC (Domestic International Leased Circuit) DSL (Digital Subscriber Line) Metronet (Fiber optic connectivity) DIALUP Trouble shooting by creating loops for IPLC Connectivity through SMW4 Undersea cable which is terminated on Siemens 7060 SDH. Troubleshooting DPLC Connectivity from Marston Alcatel SDH to Lahore GHDSL Circuits. The connectivity Locally is provided by Pak data com Troubleshooting DSL connectivity by the Network Monitoring System, Ping, Tracing Routes, monitoring E1 Streams. Utilizing NMS for monitoring downtimes for nodes and UPS Troubleshooting Dial Up, Initializing strings Troubleshooting DSL circuits Troubleshooting VPN circuits Troubleshooting Wireless access points Troubleshooting SDSL circuits Identifying global IP blocked on Spamming databases Identifying delays while accessing VPN and various websites Configuring DSL router on routing and bridge mode. Port Forwarding Configuration of Wireless modems and access points. Verifying MX and C names records on DNS servers. Troubleshooting Dialup connection by initializing strings. 2008-2008 University UK ITMB Information technology business and management. INTO English course (30-week, full time course) mathematics, physics. MLS intensive English course. Bournemouth, United Kingdom. Cambridge diploma (foundation level) 2005- 2008 Saudi Arabia airlines company .Altaif airport, Saudi Arabia. Administration, human resource, ground service( reservation, cargo and controlling room) and analytical analysis. 2001 - 2005 Prince Sultan Bin Abdul-Aziz academy, Jeddah Saudi Arabia IATA (International Examination board) Four grade A* and three grade A 1998 - 2000 Thaqeef international school, Al-Taif, kingdom of Saudi Arabia Three years high school(A- level) Work Experience June 2006 – July 2007 June 2005 – July 2008 HR assistant (part time),GS agent (full time) Saudia SV (airlines company) I initially joined as an intern in the Human Resource and Training department at Saudi Arabia airlines during the summer of ’04,’05,’06. As a result of my success with the internship, I was later recruited as an HR assistant under a part time contract where I was appointed with additional responsibilities. • Assisting with day-to-day efficient operation of HR office • Maintaining HR filing system • Company employee communication • Assisting with employee relations • Recruiting and staffing logistics • Twice received employee of the month award. • Enabled me to expand on my passion for public speaking • International degree of SARS and Galileo (operating system) • ICDL international computer driving license.(N.C) Activities/Awards 2006 - 2006 SV. Management Program An extensive six- month program aimed at enhancing the management skills of the top students in the company. 2007 - 2008 Government International Scholarship Program I was chosen as a candidate for the exclusive International Scholarship Program that represented the top 5% of students in Prince Sultan academic year 2007/2008. The program involved extensive testing with IELTS as well as a course on general knowledge. Skills and Interests Language: Arabic: native; English. Key Skills Service Level Management Configuration Management Change Management Establishing Procedures and Guidelines Contingency Planning I.T Governance Research & Development Risk Assessment Digital Forensics Interests Reading IT magazines Competent Microsoft Office user, programming languages Sports, travelling, reading A member of the Saudi students’ team in the UK Supervisor of my family web site www.alselh.net References Available on request Critical Assessment IBM is one of the largest IT consultancy organizations possessing a clientele across all industries, sectors and countries around the globe. Likewise, IBM services ranges from intelligent transportation to effective electricity management, from cutting-edge electronic commerce application to strategic federal programs. Foe meeting the requirement of technical solution specialist, a motivated, passionate graduates are required who like to build a career in technical roles incorporating database administration, information security, virtual computing, distributed computing and other various technical roles. I think that I am the suitable candidate for this job as: I possess a 2:1 degree in computing, however, any degree is eligible but not below 2:1 standard. I have flair of understanding, evaluating and solving complex technical issues As my degree is in business management and IT, I can understand business as well as IT functions that may give me insights of how to deliver products and solutions I am clear with my communications within employees, as I am capable of translating technical issues into business issues with non-technical people such as stakeholders I have exceptional problem solving and interpersonal skills and I am team motivated Apart from these factors, I am well versed by technical roles, as my resume highlights my technical working experience in an ISP and in a financial institution. Moreover, I was a part of core banking application projects roll outs by successfully aligning IT resources and active coordinating with third parties. Overall, I have a strong foundation for technical expertise associated with networks, databases and applications. As far as leading or working in a group, I am keen to plan and organization group presentations, as it is necessary to align the project plan with project activities. As the primary goal for communication skills is to convey a clear message to the listener and remove any ambiguity that may impact on the understanding of the listener. I am a good communicator, as I analyze the situation and words in my mind before what I want to say and how I will say it and who is the listener who wants to hear or read my message. I am aware of my voice clarity and clarity of thoughts and most importantly making the listener understand my message or the aim of the message. During my projects in my previous work experience, following are my responsibilities: In the beginning of each project meeting, checking the attendance records of the group members, in case of absentees, checking the reason or apologies that are presented or not For checking the development of the project, keeping meeting minute for the discussion Changing responsibilities of group members for making them aware of project activities carried out my each team member Assigning rights tasks to the right candidate my judging their skills perfectly matching the desired outcomes from the project Making the schedule workable by strictly following the dates, in order to make presentations on time and deliver the project on time as well References IQBAL, M. and NIEVES, M., 2007. Service design; Continual service improvement; Service operation; Service strategy; Service transition London: TSO. Read More