1
Assignment
Semester 2, 2022
Unit Name: Information Technology Management XXXXXXXXXXUnit: ICT310
TOTAL MARKS: XXXXXXXXXXWeighting: 40%
DUE DATE: 26th September 2022
Instruction:
This is a group assignment.
A representative of the group should submit the softcopy of their document to the Turnitin
link that is provided on Moodle in the assessment folder (ITIL)
Instruction:
Form a group of 4 people and put together your answers in a word document to be submitted in
Turnitin via Moodle.
Case Study for this assignment is available in the Assignment folder in Moodle.
Q1. In what stage of the Information Technology Infrastructure Li
ary (ITIL) volumes was EDS
when they started planning for the improvement of the project? Support your answer with
evidence from the case study. [10 marks]
Q2. The case concluded that
"As most important drivers of performance, both Vodafone and EDS agree on:
• EDS management is needed on site and the counterparts should match, the latter is
XXXXXXXXXXmentioned as a critical success factor;
• a good relationship / partnership between both companies is crucial for success;
• Putting the right people in the right places is crucial for improvements;
• Having a mutual strategy and spreading messages motivates employees;
• Employees are more motivated when they have the feeling they are part of, and belong to,
XXXXXXXXXXthe company"
Based on the Information Technology Infrastructure Li
ary lifecycle process, for each of the
bullet points, what should they implement? Please elaborate your answer with convincing
discussions. [10 marks]
2
Q3. The case concluded that
"The interventions that influenced the behaviour positively are:
• Having an open and more proactive attitude towards the client;
• With less emphasis on operational level and more acting on tactical level;
• And more matching the clients’ counterpart;
• Having the ability to empower people to do their job;
• Having the ability to communicate with people, based on simple facts (confront the
utal
XXXXXXXXXXfacts)."
XXXXXXXXXXBased on the IT Service Management's value to the business, which benefit(s) are each of
XXXXXXXXXXthe bullet points related to? Please elaborate your answer with convincing discussions.
[10 marks]
Q4. The case concluded that
"Based upon the case study, the interventions that influenced the behaviour negatively are:
• The lack of management attention in general;
• The passive attitude of management (lack of confession);
• The indistinctness of management;
• The leadership on site
• Not having a clear strategy."
Which Information Technology Infrastructure Li
ary lifecycle process(es) would you use to fix
each of those negative behaviour? Please elaborate your answer with convincing discussions.
[10 marks]
3
Marking Guide
1-3 Marks 4-6 Marks 7-9 Marks 10 Marks Marks
Question 1 Basic knowledge
of the discussion
of the stages of
the ITIL Lifecycle
and the material
presented
Adequate
knowledge of
the discussion of
the stages of the
ITIL Lifecycle
and the material
presented
Good
understanding of
the discussion of
the stages of the
ITIL Lifecycle and
supporting
knowledge
presented
In depth
knowledge of the
discussion of the
stages of the ITIL
Lifecycle and the
supporting
material
presented, above
and beyond
equirements
Question 2 Basic knowledge
of the discussion
of the ITIL
lifecycle process
and the
supporting
material
presented
Adequate
knowledge of
the discussion of
the ITIL lifecycle
process and the
supporting
material
presented
Good
understanding of
the discussion of
the ITIL lifecycle
process and the
knowledge
presented
In depth
knowledge of the
discussion and
the supporting
material, above
and beyond
equirements
Question 3 Basic knowledge
of the discussion
of the benefits
and the
supporting
material
presented
Adequate
knowledge of
the discussion of
the benefits and
the supporting
material
presented
Good
understanding of
the discussion of
the benefits and
the supporting
knowledge
presented
In depth
knowledge of the
discussion of the
enefits and the
supporting
material, above
and beyond
equirements
Question 4 Basic knowledge
of the discussion
of the ITIL
lifecycle process
and the
supporting
material
presented
Adequate
knowledge of
the discussion of
the ITIL lifecycle
process and the
supporting
material
presented
Good
understanding of
the discussion of
the ITIL lifecycle
process and the
knowledge
presented
In depth
knowledge of the
discussion and
the supporting
material, above
and beyond
equirements
Total
sv-lncs
Good to Great in IT Service Management: A Case Study van der Brugh & Silvius
Communications of the IIMA XXXXXXXXXXVolume 9, Issue 4 21
Good to Great in IT Service Management: A Case Study
Eric van der Brugh
A. J. Gilbert Silvius
Utrecht University of Applied Sciences
NETHERLANDS
XXXXXXXXXX
ABSTRACT
For IT services companies, delivering high quality IT services is of eminent importance. IT
service quality drives customer satisfaction, which in its turn drives firm performance. It is this
link that is addressed in this paper: How can the performance of customer service delivery teams
e improved, when looked upon from the perspective of firm performance?
Based on the literature on excellent performing organizations, we apply the concepts that,
according to Collins (2001), drove the development of ‘good’ companies to ‘great’ companies to
a case study of an under performing service delivery team that developed into an excellent
performing service delivery team. The lessons from this study were that most of the drivers
ehind the performance improvement of this team were in fact ‘soft’ factors that concerned the
human side of the team more than the organizational, procedural or structural measures.
INTRODUCTION
Delivering information technology (IT) related services is one of the core tasks of the IT
function of any organization (Ratcliffe, XXXXXXXXXXDue to continuous evolvement of the role of IT in
organizations, the quality of IT services has become increasingly important. This is illustrated by
the growing interest of the academic community for IT service quality. Studies on this topic have
een performed by, amongst others (Hochstein, Tamm, & Brenner 2005; Pitt, Berthon, & Land
1998; Niessink & van Vliet, 1998; Potgieter, Botha, & Lew, 2005; Watson, Pitt, & Kavan, 1998;
Praeg & Schnabel XXXXXXXXXXFor IT services companies, delivering high quality IT services is of
even more importance. Service quality effects customer satisfaction, which in its turn effects
firm performance (Yoon & Im, XXXXXXXXXXImproving the performance of customer service delivery
teams is therefore a crucial concern for the management of IT services companies. It is this
performance issue that this paper addresses: How can the performance of customer service
delivery teams be improved, when looked upon from the perspective of firm performance?
Firm performance, and understanding why some firms outperform others, are primary topic of
Strategic management theory (Rumelt, Schendel, & Teece, XXXXXXXXXXOne of the first books on
excellent performing companies was published by Peters and Waterman XXXXXXXXXXIn their analysis,
successful companies have an action oriented attitude, are customer focused, stimulate autonomy
and entrepreneurship, strive for higher labor productivity, focus on core competences, have a
simple organizational structure and propagate empowerment. Despite criticism on the academic
quality of their research, the Peters and Waterman book became a bestseller of management
literature. Since then, more studies and publications followed in search of a universal theory on
high performance. Like Peters and Waterman, most of these studies were criticized by the
mailto: XXXXXXXXXX�
Good to Great in IT Service Management: A Case Study van der Brugh & Silvius
Communications of the IIMA