ITIL Processes And Verification For Improvement - An Essay.

ITIL Processes and Verification for improvement

Discuss About The ITILl Processes Verification For Improvement.

Zurich is the insurance company which has a strong network in different subsidiaries location such as Asia pacific, North America, Latin America, and others. The Zurich is a big organization which has a working staff of 60,000 employees and having customer association with 170 countries. The major operations of the company are carried out in Germany, Switzerland, Spain, UK, Russia, and others. The Zurich business operations are performed on the common platform for enabling quality of services to customers, decision support for centre of excellence, direct branding of sales, and other. The organization is looking forward to transform their working tactics with the inclusion of support services, inclusion of the helpdesk, and outsourcing of the IT services. ITIL services of the organization should be boosted and optimize IT services delivery model. The enterprise makes use of Pink Elephant evaluation report for finding the improvement and scope transformation plan to analyse the working of the service improvement planned processes. In this paper we are looking forward to implement ITIL processes and verification of the associated processes,  selection of the processes and management of the key performance indicators, analysis of the current situation of the firm, requirement of the improvement processes, and others.

Outsourcing Planned activities and change management: The outsourcing of the planned activities to the third party for completing the task with efficiency (Meziani and Saleh, 2010). The processes can be verified by checking its efficiency by deploying to the third party to analyse its capabilities in the real world. The process can be verified as demand is raised by the head of service management. The innovation in providing financial services through the effective communication platform of e-business helps in improving the profitability of the Zurich enterprise. The head of service management wants to deploy the processes to the third party for checking the efficiency in the real world. The viewpoint of the maturity process can be analysed by deploying ITIL best practices. The changes are required in the ITIL process according to the gaps in the analysis report of Pink elephant analysis.

Problem Management and availability: The problem management can be analysed by initializing the capability maturity model. The Pink scan analyst deploys the capability maturity model for preparing the report of problems and challenges in the working process of the Zurich enterprise. The availability of the information can be measured with the deployment of capability maturity model for balancing the flow of information between customers and organization (Sharifi, Ayat, Ibrahim, and Sahibuddin, 2014). The capability maturity model focuses on initialization of the problem, awareness of the problematic situation and challenges in the processes, controlling the process structure, integration of the processes, and optimization of the ITIL processes.

Selected ITIL processes and Key Performance Indicators

Service level Assessment and configuration Management: The configuration management can be effectively managed by signing the service level agreement. The Pink elephant analyst arranges an interview with the personnel for analysing the requirement of the configuration management plan. The service outlooks help in understanding the organization culture for initializing the required changes in the ITIL process.

The productivity of the working employees can be increased by deploying the key performance indicator for analysing the actual performance in the service continuity program, change management, availability of financial services, and configuration management.

Process 1: Outsourcing Planned activities and change management:

The ITIL process is the best practice to use for managing the information technology service management program for taking appropriate decision in providing activities for completing the tasks and required activities. The ITILI process helps in bridging the gap which exist in the management of resources among the participating unit for completing their tasks. The delivery of the services and product can be effectively done with the outsourcing of processes to the third party. The inclusion of the ITSM processes helps in managing the changes required in the organization according to the inclusion of outsourcing programs. The service catalogue should be provided to the customers for building trust and confidence in the working efficiency of the enterprise. The following table shows the key performance indicators which are deployed for analysing the changes in the ITIL process for initializing the required change management for increasing the efficiency of the Zurich insurance company.

Process 2: Problem Management and availability of information

The ITIL process helps in finding the root cause of the problem occurrence in the working program of the enterprise. The information technology infrastructure library process develops a series of incidents associated with the problem analysed to predict the root cause of it. The continuous improvement program should be indulged for finding the gaps and problems in the business operation. The availability of the information helps in analysing the success of development of service design, initialization of the service transition, and setting objectives for service operations. The recognition of the problem and its associated root cause can be effectively done by focusing in the areas of incident management, supplier management program, service level agreement, service catalogue construction and management, availability of information management, configuration management system, release and deployment of management system, testing and validation rules of services, knowledge management program, change management, and event management. ITIL problem management process is comprised of various sub-processes which are described in the table below which are undertaken by the Zurich organization for initializing their problem domain.

The following table shows the key performance indicators which are deployed for analysing the problem management and availability of information in the ITIL process for increasing the efficiency of the Zurich insurance company.

The ITIL configuration process helps in maintaining the verification of the asset availability in the completing the process. The configuration management database keeps the record of ensuring scope definition, identification of the configuration resources, and collection of required information. The ITIL configuration management process helps in boosting the process of data collection, asset management, information retrieval, and others. The configuration management and service level assessment ITIL process is composed of five sub-processes which are classified as planning, identification, controlling, monitoring and verification. The planning process focuses on division of roles and responsibilities, scheduling of activities, management of required assets and resources, for completing the required task. The identification process indulges the activities related to measuring the efficiency of required hardware and software of business process. The controlling process covers the area of removing, adding, deleting, and modifying the required processes appropriate for the configuration management and service level asset management for completing the assigned tasks. The process of monitoring keeps the records of repairing and testing procedures. The verification and validation process helps in providing authorised accessing of information to the third party.  The following table shows the key performance indicators which are deployed for analysing the service level assessment and configuration management in the ITIL process for increasing the efficiency of the Zurich insurance company.

It has been analysed that with the deployment of ITIL service processes in the Zurich organization, the improvement can be assessed in the assessment report of the PinkScan. The analysis report of the PinkSCAN shows the quality of service provided to the customers are improved and optimized to a much higher level. In the period of just 18 months, the score of the capability mature model raises high. The consistency can be achieved in the deployed KPIs. The positive comments retrieved from the customers helps in measuring the efficiency of the ITIL processes (Gerke, Petruch, Tamm, 2014). The efficiency of the system can be improved with the integration of ITIL with the Information technology service management processes. It can be evaluated that the deployment of ITIL process is the successful change management plan for increasing the efficiency of the organization by providing effective financial services to the customers according to the requirement which results into increase in sale of the business and turnover of the company.

The Zurich organization is looking forward for the improvement plan to transform the current services with the ITIL processes. It want to achieve competitive advantage in the global market by deploying the high quality financial services and productivity by satisfying the requirement of the customers (Iden and Eikerbrokk, 2014). The deployment of PinkSCAN of the business process helps in initializing the gaps in the working process of the enterprise such as inefficiency in the demand management of the customers, inclusion of new and upgraded financial services, inefficiency in the incident management plan, and analysing the problem domain of the enterprise, and many others (Salovaara, 2014). The deployment of the new ITIL service model focuses on the following areas which are illustrated in the table below:

The analysis of the Zurich working structure helps in identifying the best suitable ITIL business process for the organization. According to the requirement of the changes required in the organization for improvement, the deployment of Sapphire IMS is the best suitable ITIL service life cycle model for increasing the working capability of the Zurich enterprise to gain competitive advantage (Iden and Eikerbrokk, 2012). The implementation of the Sapphire IMS helps in providing customer to customer financial services. The deployment of the Sapphire IMS helps in improving the performance of the organization in the following areas:

• Asset Management life cycle ITIL processes
• Management of system integration
• Managing availability of network support
• Enhancing capacity planning for the organization
• Initialization of centralization in the service desk management system
• Deployment of Plug in framework for monitoring of the application
• Monitoring of satisfaction level of the customers with the financial services provided by the organization
• Management of the service level agreement with the outsourcing party for initialization of business continuity processes (Lubambo, 2014)
• Proactive action plan for fault tolerance

The following diagram shows the working of Sapphire IMS for improving the work processes of the Zurich enterprise for gaining competitive advantage and increasing turnover of the organization.

With the implementation of Sapphire IMS, the Zurich organization effectively carries over their tasks and services. The Sapphire IMS helps in tracking performance of 60,000 employees and working of the enterprise in 124 countries. The organization is capable of attracting customer from the global market of 170 countries. The Zurich insurance company can effectively keep record of asset management, inventory management, and financial services. The monitoring of the malicious attack can effectively handle for knowing the point of data leakages (Mandal, 2014). The ITIL life cycle operation helps in managing service desk for sharing of financial services with the customers. The Zurich organization can effectively control all the branches of the enterprise located in Asia pacific, North America, Latin America, and others (Spremic, Zmirak, and Kraljevic, 2014). The business continuity process can be effectively scheduled with the SLA agreement with Sapphire IMS. The catalogue of financial services can be effectively managed for monitoring the escalation and notification of organisation (Asad, and Ahmed, 2015). This Sapphire IMS is capable of performing the following activities effectively:

• Organization of asset management
• Effective organization of the incident management
• Effecitve Organization of the change management
• Effective organization of claim management
• Effective organization of reimbursement system (Dirr and Gleison, 2014)
• Effective organization of service catalogue
• Validation of business process and associate policy framework
• Service Level agreement with the business continuity process
• Standard parameters for critical allocation of financial services

The Zurich organization focuses on the management of Service strategy, service design, service transition, service operation, and continual service management program for measuring the efficiency of the ITIL operational program. The recognition of the problem and its associated root cause can be effectively done by focusing in the areas of incident management, supplier management program, service level agreement, service catalogue construction and management, availability of information management, configuration management system, release and deployment of management system, testing and validation rules of services, knowledge management program, change management, and event management. The following table shows the operational program and activities which are undertaken by the Sapphire IMS program installed for improving the ITIL process and service management program of Zurich organization.

The analysis of the case study implies that the process improvement is equivalent to the service improvement associated with the organization working criteria. The Pink Elephant Scan focuses on the fact that the initialization of e-business tactics helps in increasing the sale of the business organization. It shows that the innovation in the online software platform helps in providing effective financial services to the customers from the global world (Jantti, and Steel, 2014). The sale of the business through e-commerce website helps in increasing the number of customers association from 170 countries.

European centre of excellence is trying hard to manage its position as an enabler of value processes. The major challenge which he faces is to divide the processes for outsourcing program to the third party. The focus should be given on optimizing the business processes according to the requirement of the customers and boosting of the processes associated with the ITIL service model (Esteves, and Alves, 2013)

It can be seen that the process improvement is not equivalent to the service improvement. The program emphasised for service improvement is more than the process improvement program. The innovation in the business process is the path or the direction for fetching the improvement in the business processes.

Process Improvement: The improvement of the business process helps in developing the project according to the requirement of the organization. The interchanging of the activities is used for increasing the efficiency of providing financial services to the customers. The quality of financial services is provided to the customers.

Service Improvement: The innovation in providing financial services through the effective communication platform of e-business helps in improving the profitability of the Zurich enterprise. The deployment of new processes and policies helps in defining improvement in the ITIL service model (Talla and Valverde, 2013). The goal of the organization can be effective achieved by managing the balance between the resources, responsibilities of the team members, and accountability of the business plan. The development of the process improvement helps in achieving service improvement through the alignment of operational plan.

The service improvement is more than the process improvement because the customers only look forward to get effective financial services as their expected requirement. They did not emphasis on the process undertaken by the company to deploy effective financial services. The final outcome is the major concern because it helps in satisfying the requirement of the customers and hence increasing strong bonding between the customers and organization which in turn raises the profitability of the enterprise (Bernsten, 2017). The outcome of drawing priority model for the undertaken processes helps in developing effective service model for the Zurich organization which helps in gaining advantage over the competitors in the global market. The real value of the organization can be effectively improved by satisfying the customer requirement and managing flow of information between various units of the organization. The management of activities helps in increasing the productivity and profitability of the organization. The association of the global customers helps in increasing the return on investment and turnover of the Zurich organization by deploying centralized control of process. The COE of the company can take effective decision and standardization of the business process by indulging new ITIL service model.

It is recommended for the Zurich organization to improve their working structure by deploying the Sapphire IMS because it helps in keeping track of the asset management of the organization, inventory management, security procedures for securing the premises from the attack of malicious attack, providing service desk for providing response to the request raised by the customers and staff member, incident management program, and resolution to the problems associated with the operational plan of the enterprise (Marrone and Kolbe, 2011). The productivity of the working employees can be increased by deploying the key performance indicator for analysing the actual performance in the service continuity program, change management, availability of financial services, and configuration management. The monitoring and control policy framework helps in effective management of the ITIL services and processes associated with the incident management program, changes required in the enterprise, problem management, on-time availability of financial resources, configuration management program, continuity of business process for service level agreement, selection of effective IT process, and others. The ITIL life cycle operation helps in managing service desk for sharing of financial services with the customers.

Conclusion

IT can be concluded that the Pink Scan analysis of the Zurich organization helps in analysing the gaps in the current working structure of the ITIL process. It opens new path for improvement in providing effective financial services to the organization. The complexity of the organization can be reduced by deploying the online marketing platform which helps in gaining advantage over the competitors. The capability maturity model helps in analysing the processes which requires improvement for providing effective financial services to the customers. The report of pink scanning analysis helps in setting priorities to the process which are undertaken for improvement. The new targets can be drawn by undertaking the analysis report set by the Pink scan analyst. The Pink Elephant Scan focuses on the fact that the initialization of e-business tactics helps in increasing the sale of the business organization. It shows that the innovation in the online software platform helps in providing effective financial services to the customers from the global world. The deployment of Sapphire IMS is the best suitable ITIL service life cycle model for increasing the working capability of the Zurich enterprise to gain competitive advantage. The positive comments retrieved from the customers helps in measuring the efficiency of the ITIL processes.

References

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