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a.!The!presentation!from!Richard!Naden,!Senior!Enterprise!Architect,!DELL!Malaysia!during!
the!Employer!Project!kickBoff!session!alludes!to!the!challenges!of!lifeBcycle!management!of!
information!technology!systems.!!As!a!prospective!network!manager!you!will!be!required!to!
manage!IT!systems!in!a!number!of!different!time!frames!!year!to!year!(e.g.!life!cycle),!day!to!
day!maintenance!(e.g.!personnel,!equipment!spare,!software!patches)!and!the!hereBandBnow!
(e.g.!alarm!management,!security!alerts).!Ideally,!all!of!these!time!frames!should!be!integrated!
into!one!system.!However,!as!Richard!explains,!IT!systems!never!stay!as!they!are!originally!
designed!!the!challenge!is!to!integrate!evolution!of!these!systems!in!ways!that!enable!the!
integrated!whole!to!be!maintained!without!becoming!disorganized,!disjointed!or!chaotic.!
There!is!an!industryBbased!system!that!addresses!these!issues!called!the!Information!
Technology!Infrastructure!Library!(ITIL).!!ITIL!is!made!up!of!five!publications!that!endeavour!
to!cover!the!lifeBcycle!management!requirements!of!generic!IT!systems:!
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
b.!The!initial!goals!of!the!group!project!is!to!encourage!you!to!learn!about!ITIL!independently!
with!reference!to!the!challenges!identified!by!Richard!during!the!Employer!Project!kickBoff!
session!on!Tuesday!17!March!(Lecture!Week!3)!as!follows:!
1. Large!footprint!
2. Lifecycle!Management!!ensuring!components!are!current!and!not!aging!
3. Operational!Management!!keeping!the!lights!on,!metrics!&!uptime,!change!control,!
documentation,!tools!
4. Process!Management!!change!processes,!maintenance!processes!
5. Configuration!&!Compliance!Standards!
6. Inventory!and!Vendor!Support!Management!
7. Real!time!incident!alerting!
8. Financial!Management!!!
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As!part!of!this!assignment!you!will!need!to!explain!how!the!ITIL!addresses!these!challenges.!In!
attempting!to!achieve!this!you!will!first!start!broad!by!researching!the!five!publications.!Then!
dive!into!detail!so!that!you!can!cite!specific!attributes!of!ITIL!that!address!these!challenges.!!
You!will!achieve!better!marks!if!you!are!able!to!cite!specific!examples!from!the!ITIL!processes!
to!support!your!conceptual!understanding!of!ITIL.!
c.!Remember!that!Richard!has!doubts!about!ITIL!as!systems!evolve!and!change!as!time!
progresses.!!He!lists!a!number!of!different!examples!where!ITIL!does!not!address!the!changing!
environment:!new!capabilities!are!added;!new!systems;!things!get!disjointed!
So,!your!other!task!is!to!generate!five!questions!that!Richard!will!need!to!address!to!enable!
you!to!address!his!problem!statement!(see!Box!1).!!
Problem Statement
Evolution and growth
Processes become modular and not cohesive, often disparate
Lifecycle management cannot keep up with growth
Operational management struggles to keep up with growth and
changes Multiple tools not talking to each other
Documentation falls by the wayside, not automated Knowledge base
data is out-dated!
Richard wants you to develop processes that address the following
Lifecycle process
Documentation
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Box 1
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Part!1!deliverables!due!Tuesday!Week!6!
(i)!Evidence!of!group!interaction!
Provide!a!description!of!your!communication!and!knowledge!management!platforms!
that!your!group!is!using!to!work.!!Screens!shots!or!links!are!required!to!substantiate!
your!claims!(3!marks)!
(ii)!ITIL!Mapping!exercise!
Referring!to!Part!b.!above,!provide!a!response!to!each!of!the!challenges!numbers!1!to!8!
above!based!on!you!ITIL!research.!!Each!response!should!be!100!B!200!words.!(8!
marks)!
(iii)!Questions!for!Richard!
Looking!at!Part!c.!above,!generate!(at!least)!five!questions!that!you!want!Richard!to!
address.!(5!marks)!!
These!questions!will!be!submitted!on!a!Moodle!forum!and!need!not!be!submitted!with!
parts!(i)!and!(ii).!!
Look!out!for!other!relevant!resources!and!submission!information!on!the!subject!website.!!
Suggested!first!step!is!to!review!Richards!lecture!in!Week!3!as!preparation!for!your!first!
online!meeting.!
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