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ITECH7400 IT Service Management and Professional Culture - Content Analysis Assignment, Federation University, Australia

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Learning Outcomes - The following course learning outcomes are assessed by completing this assessment:

  • Describe contemporary approaches to dealing with the social impact of technology in a changing IT service environment.
  • Appraise IT service management practices and how they assist organisations.
  • Debate the need for organisational change, the key influence of human behaviour and its impact on IT organisational culture in a service driven environment.
  • Investigate skills frameworks and develop an awareness of industry certifications relevant to IT professionals.
  • Apply the IT service lifecycle, processes and functions in an organisational setting.
  • Demonstrate and coordinate best practice IT service management in an organisational setting.
  • Utilise professional presentation and communication approaches in a range of IT workplace and service settings.
  • Implement and use service management processes and practices in a business organisational context.
  • Appreciate the global nature of the IT industry.

Overview - This assignment has three major aims:

To help students gain good understanding of all ITECH7400 material.

To encourage students to use content analysis summaries to prepare for tests, examinations and to help their understanding of concepts.

To encourage students to conduct independent investigation into related topics from books, the Internet, and through practical investigation.

Answer - IT Service Management and Professional Culture

Introduction:

In this report we will assess all the outcomes from the course ITECH7400 lectures. We will discuss the approaches to deal with the social impact of technology in a changing IT service environment. Advancement in the technology has the huge impact on the way they do business in an organization. Technology helps us to increase the outcomes and be more productive and increase the efficiency in decision making process. We will also access the impact of human behavior in an IT environment. Then we will discuss the IT service life cycle and the relation between the IT service management and organizational setting. Then we will see the impact on the global market by the IT industry as it has also influenced other key sectors as well like health care sector, retail, transportation etc.

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Description:

Impact of the technology in IT service management:

Advancement in the technology has proved to be major benefit for the industry. It helps the industry to grow at a fast rate and utilize the resources that they have not able to access without the help of the new technology. Now industry can start doing business almost any part of the world. Major impact of the technology in the IT service industry is the ease of communication. Whether it is a data communication or a personal communication, technology made it possible to be in touch with anybody in any part of the world in just a few seconds. This has helped a lot to the management to control and manage any situation. Communication between employees and management has become very fast and efficient. Now we have the many social networking sites, mobile apps like what Sapp, Skype, email etc. to be in contact with anyone. Technology also helps to organize the IT sector. From the requirement gathering phase to final hand over to the client, all the steps can be monitored with the help of project management software. All the employees and management can analyze the working process and the deadline of the project and the task and work accordingly. This makes easy to supervise workplace and set the accountability and efficiency of the employees and management.

Role of ITSM (IT service management):

Main aim of the ITSM is to build a strategy to manage, deliver, design and improve the ways of business doing and use information technology. An IT service provides the necessary information for a business, it helps to accomplish various business goals and add the value to their product and services. It service provides various application for the business for ease of doing the work and manage and control all the information and data regarding the company. It also provides the storage facility such as cloud resources, database management and also provides the networking facility to an organization. It also helps to the management of the company by providing the helpdesk support and troubleshooting procedures. Task of the IT team is to create the application, deploy it, management, and optimization and at last retire each service with input from the business. Role of the ITSM is to make a strategy for all of these tasks for IT team.

Need for organizational change and impact of human behavior on the IT service:

Organizations of today's world can't rely on a set pattern because the technology is changing at very fast pace and political and economic environments are also very volatile. Organization has to have a adaption culture to remain in the competition in the market. With the invention of the new technology, there is demand for new product and services in the market. These new technological invention can change the behavioral pattern of the consumer towards the product and services in the market. Organization need to invest quickly on the latest technology. As a result of this there is new and latest opportunity for the employment which will demand for the new and creative skill in the market. There is major advantage of adopting these technologies that provide high output in low cost than the previous structure. But the adoption process should be a comfortable pace otherwise it may produce the wrong results. There is significant risks involved in adoption because company has to invest a lot for the latest technology but they have the chance to create a huge demand in the market and grow their business to manifolds.

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Skill set and certification for an IT professional:

As the technology advanced there is a need of new skill set to handle the technology and this will lead to creating a new job employment which demands a special certification related to this new technology. Here we will mention the current and latest skill set which are trending in the IT sector. 1) Machine learning 2) Mobile application development 3) SEO and SEM marketing 4) Data visualization 5) Data engineering 6) UI/UX design 7) Network and information security (cyber security) 8) Cloud computing / AWS 9) Block chain 10) IOT 11) Data science & analytics 12) Artificial intelligence 13) Extended reality (AR and VR) 14) Quantum computing etc.

There are various institutes and companies who provide certification and training course for the IT professional. Here we will mention some of the trending and most valuable certification course among IT professionals.

1) Certified Scrum Master (CSM) 2) AWS Certified Solutions Architect 3) Certified Ethical Hacker (CEH) 4) Certified Information Systems Security Professional (CISSP) 5) Cisco Certified Network Associate (CCNA) 6) Cisco Certified Network Professional (CCNP) 7) CompTIA A+ 8) Global Information Assurance Certification (GIAC) 9) ITIL 10) Microsoft Certified Solutions Expert: Cloud Platform and Infrastructure 11) Project Management Professional (PMP)

IT service lifecycle in an organization:

To remain in the market business need to offer the competitive products and services in the market. Organization need to adapt economic and technological changes very quickly and provide the latest and trending product and services in the market which have high demand by the customer. This transformation must be supported by the IT service management through the service life cycle. There are five lifecycle stages of an IT service in an organization.

1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement

1) Service Strategy:

This is one of the main parts of the IT service life cycle in an organization. In this strategy there is guideline for the top management to work according the organization's constitution, organization's culture, corporate governance and the effect on the cultural aspect of the organization due to the changes done by the technological advancement. Service strategy also ensures the organization about the rising cost and risk involved in the competitive market.

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2) Service Design:

If the organization introduced new service to its customer then the whole designing part will be done in this part. In this stage there is also change and update in the existing service so that service value will be maintained throughout the whole journey of life cycle of services.

3) Service Transition:

After the designing and development process, service transition stage will come. Main purpose of this stage is to provide the smooth transition of the service to the operation. All the resources within a service are combined and coordinated, and then the testing of these assets is done after they have integrated together. This stage will remove the chances of unexpected faults at the time of the delivery of the services.

4) Service Operation:

In this stage, operation team ensures that the whole service process will provide stable and responsible output to the client. Operation team with the help of a helpdesk support takes the feedback from the customer and access customer satisfaction level. This team also provides valuable suggestion to the administration and business support teams. For the IT service there would be a tech support team and application management team.

5) Continual Service Improvement:

In this stage of the IT life cycle there will be integration of the other four stages and make them ready for the requirement, as per the need of the organization. All the necessary changes and improvement in the IT service life cycle will be done in this stage.

Best practice IT service management in an organization:

Here we will discuss the six steps for providing best practice IT service management in an organization.

1) Always improve the service:

There must be scope of improvement in the IT service life cycle of an organization. There must be continuous monitoring of the system and refine its loopholes. Because market is continuously changing and there are new product and service in the market almost every day. So to cope up with this changing environment business need to improve in its services and try to be ahead in the competition in the market. We cannot fix a set up for the IT management and forget it. Organization must look for improvement continuously and IT should always look for more efficient system which is also cost effective.

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2) Security of the valuable information:

IT service management always looks for a framework that would provide the maximum security to the valuable and sensitive information of the company. One example of this would be to provide every user a unique user ID and password so that no outsider can access the information. Also there would be need to limit the access control for the information and accountability must be set for the handling person. Physical access to the place where information is stored also need to be secured as there should be warning that will allow only authorized personal entry otherwise strong action will be taken against him. For virtual data safety IT need to use advance safety measures such as cryptography of the data and communication channel.

3) Structured Workflows for Incidents:

IT service management must use the structured workflows for recording IT incidents. These incidents are the only contact between the user and the IT management so there must be a standardized structured work flow as it sets the accountability of IT service management because every user follows the same procedure.

4) Think as a big picture:

IT service management should think as a whole and not like the isolated parts. When we integrate all the parts of the business then it will work as a whole and more efficiently then as an individual unit. This approach must be applied at the designing process of the services.

5) Foresighted:

IT service management should not think in the short term and do not be reactive to problems. In this fast moving world business can't wait to react to a problem but they need to be ready to face the problem by anticipating them.

6) Integration of IT in the organization:

IT service management should work on a framework that will allow the integration of the IT to organization goal and culture. IT must not be isolated with the other departments of the organization but must work together to achieve a common goal.

Global nature of the IT:

As the MNC (Multinational corporations) culture is growing the integrated need of IT service management is needed. This will pose a challenge as the cross border organization may impose different set of problems such as managerial problems, different nature of IT and its customers etc. So there must be a global management for the IT management. There may be the possibility of the local IT support use the different IT service management system, to solve this problem there must be a central IT service management system, which will control all other ITSM systems.

Conclusion:

In this report we have discussed the frame work of the IT service management and challenges it faced in an organization. Organization always is ready to adopt new technology in the market as it may change the whole game of demand and supply of the product and services in the market. IT service management must not work as an individual unit in an organization but it should be an integral part of the organization and work together with the common goal for the organization.

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