Applying the ITIL Service Lifecycle to a New Service - Case Study Example

Course name: Professor’s name: University name: City, State Date of submission: Introduction ITIL is a framework that documents the processes, functions and roles of IT service management that is acknowledged as the best in the whole world. This framework got introduced in 1980’s. In these essay, I am going to explain the way I should use ITIL framework to create a new student enrolment IT system for University of South Australia. In doing so, I will engage the school, its IT support staff and students. These will ensure that I have met the expectations of all stakeholders. Conception This is the starting point in developing a new student enrolment IT system for the University of South Australia. In this stage, I will carry out research on the current students. The aim of the research will be to find out the issues that affect the current enrollment IT system. It will allow me to know where to make significant changes in coming up with the concept of a new system[Min02]. Also, I will also ask the IT workers at the University of South Australia to explain to me the troubles there go through while working with the current system. Moreover, I will ask them to tell me how they would want the system changed. This will allow me to come up with a real concept of a new enrollment system for the University of South Australia. This system will provide a system that will enable the university have an easier way of enrolling a new students in the college. The school admits more than 6,000 foreign students each year[Ner03]. This amounts to student admission per year require an efficient and effective stem to enroll all new pupils in the university. The primary objective of making a new enrollment system for new learners in the college will be to meet the requirement of the school. Also, I will go through the old registration system to see where it failed to make the new system more effective and efficient for the university. This stage will provide the school with all the advantages and benefits that it is going to receive from these new ITIL system in IT. It is going to establish what these benefits are and what they are going to achieve for the university. This new system will save the school time it takes in enrolling new students. It is also going to reduce the number of employees the school employees to enroll new students. In so doing these will save the school the amount of money it uses to pay salaries to the enrollment process in the university[Pet03]. This system if implementing will make the enrollment system easier for the new students in the college. It will also provide the guidelines that the school will use in enrolling these new students. These will provide the dean with the benefits that they will achieve from this new system. They will go through the system and decided whether it is efficient for the enrollment of new students to the university and decide whether to adopt it all ask for improvement. In these stage, it is the function of the Dean to analyze the proposed system carefully and give their recommendations to the consultant team. This will allow me to improve on the points that that the Dean find inefficient and come up with a better plan for the enrollment system. In these stage, I will also consult with the old students and find out which part of the system they found tedious during their registration process. This will enable me come up with come up with a system that solves the problem they had to go through. In these stage, I will also work with the current IT experts in the university to fully understand the old system. This will also enable me to come up with a system that overcomes all the disadvantages that the old system had and came up with a new system that will work. The ITIL system will enable to determine whether the new system will meet the planned vision and that it will work towards the direction and perceptions of the school. The services that this new system will deliver will be the kind if services that will allow the university enroll new students in a manner that serves the interests of the school positively. Moreover, these proposed new system will allow the dean of learners determine the amount of pupils to enroll each year. It will do so by looking at the resources available in the university. It will also look at the courses that it offer and determine the number of students to enroll per course without affecting the available teaching staff. In so doing the University will join the right number of pupils per class[Cas05]. It will also enable the school competes globally. In these stage of ITIL, the school board will have the choice of determining whether it is going to determine these new proposed process all it will stick to its old enrollment system. This new registration IT system will serve the university with new technology in enrolling students. It will reflect the growth that has occurred in technology and the need why the school requires a new system to get put in place. In this stage the university will also be able to make any amendments to the new strategy. The university will also have the mandate to approve or disagree my new proposed enrollment process for new students. Development This stage will ensure that the proposed system will meet all the changes that are going to make the new proposed enrollment system in the university meet all its proposed benefits. In this stage, all the concepts from the previous stage are put in use. I will use the knowledge I acquired from research carried out on the students and the university workers from the IT department[Pot05]. This information will allow me to come up with an enrollment system that easy to use for both students and employees from the IT department. The system will also meet all expectations of the students and the university management. Since this new system will operate in the school for a proposed period, it will have changed the old system to new technology server the enrollment system better. In the conception stage, a strategy to how registration services are going to be delivered and designed, this stage will plan for an IT system that will meet the universities requirements. In this stage, I will provide a catalog that will show the agreed services by the university that I am going to provide for the academic enrollment system. Also, I will ensure that the quality of services that I agreed to deliver provided. This stage will ensure that all the concerns from the old students met. It will also ensure that the design will meet all the benefits that this new system hopes to achieve in the enrollment of new students. Since in the University registration means planning a personal timetable and selecting the courses that meet a student’s requirement program. This new system will allow students to pick quickly courses that work for them efficiently. Since an application for a request sent by a foreign student takes four weeks to be processed by the university, these new program will be able to reduce these time to a week[Rat04]. This will ensure more foreign students enrolled in the university. This new system will ensure that the steps involved in the enrollment process are few and favorable to all the new students attending the school. This will help solve the problem that the current students had to go through while enrolling at the University. Having a consultant with the pupils in the college, I found that their default password to the student portal was the first four letters of their family name. This very vulnerable or rather insecure to students who do not change their default password. Anyone who knows their family name can easily log in into their student portal. To avoid this, the design of this new system will allow students to develop a user account that enables them to select their self-chosen password when they sign up for the user account. Additionally, the old system provides a system where the opening date sent to the newly enrolled students an email to their email address. This may inconvenience students who have no internet access to look often at their emails. It may cost them a chance of joining the university in time and starting studies with other fortunate students. In this stage, I will provide an IT design that will automatically send text to all the enrolled students confirming to them their reporting date to school. This will ensure that all enrolled students report to school on time and avoid any time wastage. This new enrollment system will also allow all new students pay their fees online and receive a receipt of payment online. This will save the university adequate time used in tax payment. It will also protect the students the time they waste in going to pay costs in the accountant’s office. These design of the new enrollment system will look at all the failures of the old system provided by the dean and the former students at the university and improve on them. It will also submit the approval team with a complete copy of the proposed design for them to approve. They will analyze it and give their feedback to the consultant. If the design meets all the expectations required to implement this new system of enrollment to the university they will approve it. If it does not the approval team will either ask me to make amendments on the places I went wrong or terminate the whole process. In the case where have to make modifications, I will revisit my work and make changes where requested. From here I will take back my job to the approval team[Rid04]. When new enrollment project approved, I will take the project to the implementation process. Implementation In this stage, the new design for the enrollment process of students at University of South Australia University will be put into practice. This phase contains some methods. In this process, the system will be put under scrutiny by the university management to see if it works as expected. The school students will also be allowed to give their views on the efficiency of the new system[Tan09]. This is to assess the functionality of the system to determine whether to adopt it all not. These processes mostly get used by organizations even Eve ITIL implantation requires limited process. One of these processes is change management. In these process, the university will review its staff and see if they can work with the new system well. The IT personals will be required to occur in the enrollment system. These changes get tested before they get made. The new changes will get implemented in the system and tested to see if they work as planned. This stage is to ensure that all the proposed and projected changes can yield the anticipated results. These changes will get presented to the approval team for support. Secondly, there will be maintaining of service delivery service. In these process, it is where the university will do away with the old process. This process will require high-level planning, technical capabilities and considerations of the new system benefits. In these stage training of the staff on how to use the new system will get conducted. This will ensure that the new system is used efficiently to the benefits of the school and the newly enrolled students[Bar04]. The training should take two months before the new system gets fully implemented. When all the staff that will get involved in the day to day usage of this new system, the approval team will carry out a review to see if the employees are comfortable with the new system. After these, they will approve, or disapprove the system. Additionally all the students will be made aware of the new system and taught how to use it. The university will employ a tactic team to teach students on how the new system operates. This will make the usage the system easy to the pupils. These process will ensure that the new system attains the results that it was made to accomplish. In this stage also a service validation process is to be done. This will allow the university board determines if the system achieves the goals it was being designed to make. These constitutes of the whole ITIL lifecycle achievements[Tho08]. It will enable the board to determine if the processes have reached the expected results by the university students. These will be done by carrying out research to find out what the students think of the new system. The research team will conduct a statistical analysis on the findings to determine the views of the students on the enrollment system. The system also will have to be tested to see if it is available to all pupils. This will be done by asking all the students if they can access the system at all time and everywhere. Also, the board will also need to know the capacity of this new enrollment system. This is to determine how many students can login into the system without the system working inefficiently. These will help to determine the effectiveness and efficiency of the system. The system will be required to be able to accommodate all the information about students from the old system. This will allow the continuity of data and prevent its loss. It will also save the university trouble of looking into the old system if they want to get some old information about a student. This information should be available so that any other person in that team is aware of this issue and takes appropriate stages to prevent outages. In a small office, this may not be a problem. Knowledge databases could, therefore, be in multiple forms[Van03]. The service desk management system may be different to the technical team’s knowledge management systems. The needs vary, but the importance is the same. The university board has to analyze the implementation of this new system and see if it works as it was designed to. The new will be critically examined to ensure that it is beneficial to the university. If it is found to meet the expectations of the board and the student, the committee will push for its maintenance for it to serve more years at the University. Day to day delivery In this stage, the system is observed to see how it performs day to day services. In this phase, an incident management process is used. It is used to restore the enrollment system back on its track if a disruption occurs. This process also ensures that this separation is managed to avoid its reoccurrence. The new system is projected to experience some confusion in its day to day operation. These is due to human error, hardware failure, change that may get applied to it or software flaws that may occur. The system needs to be able to respond quickly to these disruptions and be able to provide services to the expectations of both the university and the students. This new enrollment system is also designed to be able to recode its self to avoid reoccurrence of a malfunction[Han02]. It is also designed to require minimal changes in hardware and software in its day to day operation. This system is intended to provide the students of the University of South Australia with effective and efficient enrollment process. As the students work with the system in their day to day operations, they will find that the system allows them to easily and quickly enroll to their classes in the university. They also find it easy to access their class timetable. The system also reduces the amount of complaints that the dean offices receives from students on their class schedules. It ensures that courses by students do no clash. The system provides a service desk that enables students who have issues on the usage of the new student enrollment system to present their problems. It helps them solve these and also to be able to use the system efficiently in the future. Also, the service desk also identifies the issue that require highest level of attention and isolates it from others to give it a priority to get solved first. These allow the delivery team to work on the issue fast and get the system back on operation. At this stage if there is any change to get made it will require the involvement of the management team. Any change applied to the system is tested first. If it solves the problem, it is implemented, and the system gets back to being fully operational. In this stage, students of the University of South Australia will be required to report if the system does not operate as intended. The system get designed in a way that it provides a student with an option to report online if it starts to malfunction. It is also capable of sending a solution to the student online. This kind of design allows the system to deliver the services it is designed to more efficiently[Liu05]. The daily service delivery review includes a high severity incidence review. This enable the new enrollment system of the university of South Australia to identify when a problem occurs in its functions. It also provides an outstanding question compliance. The students can complain in case there is a problem in the way the enrollment system works and receive an immediate response to how to solve the problem they encounter. These enable the system to work efficiently in providing services to the students. It also allows the university management to focus more on issues that are more important rather than solving the problems that students encounter in trying to login to their portal. In these stage of ITIL, there is also the process of executive review change. These is the process where the management of the university finds a problem in the day to day operation of the system and asks for a report of the system to be done. This review is to identify where the problem is and fix it before it becomes a major problem to the network. Additionally, this stage also discusses changes of significant impact[Dav10]. These are useful changes that affect how the system operates. To allow these to happen in designing these process an explanation of how the system got formed is provided. These enable anybody who is going to make a change to the enrollment system to do it without affecting most of the operations of the system. The daily operations review helps to identify the operational status of each student in the university and help understand the issues from his or her day-to-day activities. It also enable students and the school to share information, understand issues raised on the usage of the system and interactions between the university and the students[BSI05]. The open problem review on the system enables the team responsible to detect any issue on the system as quickly as possible. Also, come up with ways that will ensure that such issues do not happen in the coming days. This stage also will allow the university management keep track of all records that students upload each and every day to the school for them to document them. The team responsible of overviewing the system also tasked with the job of reporting any change made on the system to the stakeholders. In these case, the stakeholders include the university management and the students. These are the stage where the system is in full use and cannot get overruled. References Min02: , (Mingay, 2002), Ner03: , (Nerney, 2003), Pet03: , (Peterson, 2003), Cas05: , (Casson, 2005), Pot05: , (Potgieter, 2005), Rat04: , (Ratcliffe, 2004), Rid04: , (Ridley, 2004), Tan09: , (Tan, 2009), Bar04: , (Barton, 2004), Tho08: , (Thong, 2008), Van03: , (Van Grembergen, 2003), Han02: , (Hansen, 2002), Liu05: , (Liu, 2005), Dav10: , (Davis, 2010), BSI05: , (BSI, 2005), Read More