06 Jun Incident Management ? Access Management ??Primar
Already the project one done. Now Project 2 needs to be completed.
Topic:
1. Incident Management
2. Access Management
Primary focus should be on these steps.
STEP 7
As a team you may select a different game template or keep the same one from the one your team used in Part 1.
STEP 8
Each team member should do the research to discover the Objective, Scope, and Value of the selected process and function for their part of the project, part 2.
Objective of Incident Management
Objective of Access Management
—-
Scope of Incident Management
Scope of Access Management
——-
Value of Incident Management
Value of Access Management
STEP 9: Game name is "Pair Up" I'm the screenshots, link and sample PPT of this game.
Link: https://tekhnologic.wordpress.com/2016/12/27/10-powerpoint-games/
Just like part 1, each member should build the game with their selected knowledge process and function.
Important Note: This assignment needs to be completed in PPT. In order to get an idea I'm attaching the sample PPT part 1 assignment which we did as team project.
Please go through the word document named "ISEM570_Project_R13" which involves Steps 6 to 9.
Already Step 6 is done. Now the primary focus will be on Step 6, 7 and 9.
ISEM 570 – Project 1
Krishi Tanna
Naga Srinivas Guntupalli
Yingmin Xue
Team Contribution…
| Team Member Name | Service Strategy Process | Service Design Process |
| Krishi Tanna | Problem Management | Service User Catalog |
| Naga Srinivas Guntupalli | Change Management | Continuous Service Improvement |
| Yingmin Xue | Financial Management | Supplier Management |
Problem Management
Problem Management seeks to minimize the adverse impact of Incidents by preventing Incidents from happening.
For Incidents that have already occurred, Problem Management tries to prevent these Incidents from happening again.
The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
Problem management is the process of identifying and managing the causes of incidents on an IT service. It is a core component of ITSM frameworks.
Phases of Problem Management
Types of Problem Management
Reactive – is triggered if issues are identified that require analysis and the deployment of a longer-term solution.
Proactive – is an ongoing activity that tries to identify issues to prevent resulting Incidents from happening.
Service User Catalog
The purpose of Service Catalog Management is to provide and maintain a single source of consistent information on all operational services and to ensure that it is widely available to those who are authorized to access it.
It identifies the linkage between service assets, services, and business outcomes
It also identifies the demand for a service and shows how the service provider will fulfill the demand.
Benefits of Service User Catalog
Game Template – Quiz
There will be questions or incomplete statement with multiple options provided; out of which the student has to find the correct answer.
If the answer is correct the student gains points if not no points will be allotted.
B
Reactive
B
Problem
Management
Short Term
B
Annual
Reporting
D
Process the data
A
Challenges & Solutions
| Challenges | Solutions |
| Randomness of correct answers | Use different locations for correct answers |
| Questions sometimes get too easy | Add options that are similar to give it some toughness to it |
Change Management
Change Management is a technique and discipline in which a organization executes the change within internal and external processes. Change management involves grooming and supporting employees, preparing strategies and steps to execute the changes and also monitor and control the changes before and after the change executions are done successfully.
Principles of Change Management
Change Management
Responding to the changing business requirements.
Reducing the risk of execution of changes.
Ensure all changes are being approved at the appropriate level with the business and IT.
Execute changes successfully and changes in times which can meet business needs.
Utilize the standard processes to document all the changes.
The main objective of change management process is to management the incidents by decreasing and comply with regulatory standards. Change management goal is to ensure the handling of any modifications are being executed in the IT infrastructure successfully. The main goal from organization point of view is to reduce and mitigate the risks, providing contexts and maintain right transparency which are aligned with organization goals.
Scope of Change Management
Capture everything from configured objects, management systems, tools, processes, metrics and solution and architecture from design strategy to continual service.
Manage all the modifications in a controlled manner in both strategic level and operational level by referring the service portfolios.
The handling process is executed though the help of planning and transition support processes.
Correct Answer = C
The intention within this question is to define what service strategy really means.
Does the player know what elements are within this step?
Answer = B
Can the player point out the intention behind every stage of the Change Management and Continuous Service Improvement in ITIL?
If so, can they understand why there is prioritization of process and the cycle of occurrence hence which would come first and why?
Correct Answer = A
The intention with this is to point out the objectives of Change Management and Continuous Service Improvement in ITIL
Can the player use elimination method to actually be precise in pointing this out?
Answer = D
The intention is to see if player understands the end goal of process change and improvement in a way that is beneficial towards ITIL
Challenges & Solutions
| Challenges | Solutions |
| Toughness in having precise questions. | Approach each question as a tested statement |
| Shortening the questions while retaining the objective. | Looking at question from a perspective that doesn’t require more elaboration. |
Continuous Service Improvement
Continuous Service Improvement is a process of identifying and executing the opportunities in order to make IT services and processes more enhanced.
Measurement and analysis of service level accomplishments by contrasting with the needs in the service level agreement.
Making necessary recommendations in all the phases.
Implementing the activities which will enhance the quality, effectiveness, efficiency, and customer satisfaction level.
Operating more cost-effective IT services by keeping customer relationships as a primary objective.
Utilization of quality management methodologies for enhancing the activities.
Scope of Continuous Improvement Management
Continuous necessary actions of the IT services to the current and future needs of the business.
Continuous necessary actions of the IT service portfolio.
The maturity of the IT processes which would allow the current services.
Answer = B
The cycle of improvement is precise and follows a specific pattern, does the player know them?
Correct Answer = C
The intention within this question is to define the objective of the 7-Steps Improvement Process within the continuous service improvement cycle
The Objective: Information conversion allows for unintelligent data to be made useful for decision making
Correct Answer = D
Scope: improving and increasingly requires a first an initial step. Therefore strategy is the scope necessary to provide effective planning and decision making in a way that is intentional
Correct Answer = A
Understanding the value of the 7 is important as it allows for identification of the right accounting and implementation
The value- finding of tools and resources necessary for cost effective delivery of data for continuous improvement planning
Challenges & Solutions
Challenges
Challenges
Solutions
| Challenges | Solutions |
| Narrowing done intention requires precision. | Answering the questions myself putting myself in the mind of the person with the intention to learn and remember |
| Keeping the game process engaging as well as informative | Take the game as cue cards |
Financial Management
Objectives of the Financial Management Process
Scope of the Financial Management Process
Value of the Financial Management Process
Financial Management
Financial Management
Financial Management
Financial Management
Financial Management
Financial Management
Supplier Management
Objectives of the Supplier Management Process
Scope of the Supplier Management Process
Value of the Supplier Management Process
How to play the game
References
Master of Project Academy. (2022). 7 Steps to Continuous Improvement of IT Services. Retrieved from https://blog.masterofproject.com/continuous-improvement-itil-services/
Master of Project Academy-b. (2022). ITIL Process: The 5 ITIL Service Management Processes in the ITIL Service Lifecycle. Retrieved from https://blog.masterofproject.com/itil-process-service-management/
Master of Project Academy. (2022). 7 Steps to Continuous Improvement of IT Services. Retrieved from https://blog.masterofproject.com/continuous-improvement-itil-services/
Brahmachary, A. (2018, March 27). ITIL Service Desk. ITIL Foundation. Retrieved from https://www.certguidance.com/service-desk-itil-itsm/
THANK YOU
,
ISEM 570 Project Description
Organization: Team of 3 – 5 people depending on size of the class.
Part 2
STEP 6
At this point your team presented part 1 in class and you are ready to move on to the second part of this project.
In this step you will each pick one process and one function from the remaining ITIL books of Service Transition (SST), Service Operation(SOP) , and Continual Process Improvement (CSI). Each member of the team will be working on two items and they should be different from the other team members. For example, if John is working on Change Management and Service Desk then the other team members should choose a different process and function.
STEP 7
As a team you should select a different game template from the one your team used in Part 1 of this project.
STEP 8
Each team member should do the research to discover the Objective, Scope, and Value of the selected process and function for their part of the project, part 2.
STEP 9
Just like part 1, each member should build the game with their selected knowledge process and function.
STEP 10
Combine all the games into one “game master”.
Submission and Presentation
Live Presentation
Each team will present the collective project work in class as follows:
1. The team presentation will take about 20 minutes.
2. In a separate PowerPoint
a. describe your chosen “game” template.
b. Show slides on how the game operates.
c. Each person should describe their “game module”
d. Discuss any difficulties you had in creating this work and how they were overcome.
3. Be prepared to answer questions from other teams.
Submission
One member of the team submits the PowerPoint game to Canvas
ITIL 2011 26 Processes and 4 Functions
(Elephant, 2011)
References
Elephant, P. (2011). Definitive ITIL 2011 & 2007 Edition Process & Function Lists. July, 25, 2012.
González Rodríguez, J. P. (2005). Office VBA macros you can use today. [electronic resource] : over 100 amazing ways to automate Word, Excel, PowerPoint, Outlook, and Access: Holy Macro!
PredAnalytics. (2020). Top 25 Gamification Software in 2020 – Reviews, Features, Pricing, Comparison – PAT RESEARCH: B2B Reviews, Buying Guides & Best Practices. Predictive Analytics Today. Retrieved from https://www.predictiveanalyticstoday.com/top-gamification-software/
Silic, M., & Lowry, P. B. (2020). Using Design-Science Based Gamification to Improve Organizational Security Training and Compliance. Journal of Management Information Systems, 37(1), 129-161. doi:10.1080/07421222.2019.1705512
ISEM570_Project_R12.docx
