Tangle Corp ITSM Case Study – The Road to ITIL & ISO 20000 case study

Read: “Tangle Corp ITSM Case Study – The Road to ITIL & ISO 20000” Tangle Corp is a fictional corporation based in Australia which sells widgets to national customers. The background information regarding Tangle can be found in the document above (posted on Interact2) and it represents all of the research and information you have been able to obtain on that company. Tangle’s senior managers are seriously considering pursuing ISO 20000 certification and need to first implement ITIL in order to do so. To give them some initial guidance on how to proceed they have called in an expert consultant – you! For this task you are to take on the role of external ITIL implementation consultant. You have been engaged by the senior executive team of Tangle to provide to them a draft plan outlining the key areas of concern, and how they should tackle them. This is a summary solution plan, it is not an instructional guide, but it must include reasoning and logic to explain the value of your advice. This is not a “sales pitch” by you, it is the beginning of a real plan to implement ITIL for Tangle. It should respond directly and specifically to the challenges presented in the Tangle background document. Consider the five areas of ITIL. You will be required to examine and discuss both Service Operations and one other area of your choice. From your knowledge of ITIL and its implementation, consider the following questions/requirements. Be sure to give your reasoning and justification for your views and your recommendations. In all cases make your recommendations within the context of ITIL, its framework, is processes and guidelines. Which component of Service Operations do you believe could be the most challenging to implement. Explain your views. What major changes would need to take place within the Tangle help desk in order to implement ITIL. In a second area of ITIL (your choice, but not Service Operations) explain what you believe would need to change within Tangle to adopt that aspect of ITIL. Within that second area of ITIL you chose to discuss, explain the impact on the ITSM and the business overall if that area of ITIL fails to be adopted effectively. Within the three other areas of ITIL you have not discussed above, discuss which specific ITIL processes (no more than 3) that you feel are the most important and relevant to Tangle Corp. Explain your views. Rationale This assessment task will work towards assessing the following learning outcome/s: be able to critically compare the roles and purpose of each of the five pillars of ITIL. be able to identify and analyse business challenges to implementing ITIL and ISO 20000. be able to identify and theorise risks and predict likely consequences from ITIL and ISO 20000 processes. You will be analysing a fictional company who is considering ITIL implementation and you are expected to demonstrate your knowledge of not just the framework but also its adoption and implementation. You will need to use your knowledge from the course material to consider the practical approach needed by this fictional company to solve typical challenges that such an organisation might face. You will use your knowledge to explain and justify your thoughts in your own words, but backed by your understanding of the ITIL framework.