NNIT Adoption of ITSM
Letter of Transmittal ....................................................................................................................... 4
Executive Summary ........................................................................................................................ 5
Intro ............................................................................................................................................. 5
Part 1: Introduction ......................................................................................................................... 6
Part 2: Importance of ITSM at NNIT ............................................................................................. 7
Part 3: ITIL processes ..................................................................................................................... 9
Part 4: Service Strategy ................................................................................................................. 10
Part 5: Service Portfolio Tool ....................................................................................................... 14
Part 6: Conclusions and recommendations ................................................................................... 16
References ..................................................................................................................................... 17
Appendix: Journal ......................................................................................................................... 20
Letter of Transmittal
May, 2017
Geoffrey Sponsor
Head of IT Department, NNIT
Dear Sir/Madam
Subject: Letter of Transmittal
This report contains a detailed report on the possible implementation of Information Technology
Service management (ITSM) data on NNIT Company based in Denmark. As per the instructions,
the report explains he ITSM process and what it entails and how it would be successful if implanted
in NNIT. It presents the process and its importance. As required, we put in place the measures that
would that ought to be implemented in order to have a successful service portfolio at NNIT. The
report was prepared using different sources as required. Most of the sources were from the internet
and journals. We also ensured we utilized benchmark data from successful users of the process
such as Vodafone Ireland.
Completing this report has ensured we have gained new skills and knowledge into understanding
and applying of new methodologies needed in IT organizations to improve customer service
delivery. We hope that the report meets your expectations and we are eagerly waiting for a
Student Name
Executive Summary
This report includes an analysis of the process of implementation of Information Technology
Service Management (ITSM) and the benefits of effective implementation of the process in NNIT.
The report contains quantitative studies into the process of the implementation that would be
successful and it analyzes the process of ITIL.
The report provides for three different tools that would be used for service strategy and service
design in comparison to companies that have successfully implemented the process. The
benchmark of our report was Vodafone Ireland that implemented the process successfully in the
year 2010.
The implementation of ITSM has the following challenges that include; the business faces
increased scrutiny. The requirement for IT cost straightforwardness and business value
demonstration; Expanded business (and client) desires: around IT nimbleness, accessibility,
"individual equipment," and support and client service; and increased business and IT complexity:
especially cloud, versatility, and consistence.
Part 1: Introduction
The need to expand incentives in business utilizing modern technology has driven different
businesses to execute the utilization of technology in their businesses. According to research,
technology plays a key role in the achievement of business strategies. IT management is vital for
the automation and support of human decision making (Gupta 2015 p.87). Information technology
service management mainly focuses on management of information technology related systems
and support that are required in organizations. The IT service management is the process by which
quality information technology services are employed to ensure availability of better services in
organizations. As information technology service management consultants, we generated this
report after a request by the head of IT department in NNIT Mr. Geoffrey Sponsor. The purpose
of this report is to review the current measures and practices in the existing Information
Technology service management to ensure efficiency (Zhang 2012 p. 64). This report covers the
Information Technology Service Management and presents the current trends and analysis of the
existing ITSM trends and practices and will relate to several themes in the paper. The report will
review and discuss the importance of Information Technology service management at NNIT and
the ITIL processes involved. The paper will also explain the service strategy of the organization
as well as outline the main difference between the service catalog and service portfolio and the
main reasons behind the successful implementation of the service portfolio at NNIT. The paper
will also analyze and provide a description of the necessary ITSM tools that should be considered
for portfolio management. Lastly, the paper will summarize the necessary tools needed by the
functionalities of the organization to support a successful management of service portfolio at
This report has been analyzed and prepared by A and B.
Part 2: Importance of ITSM at NNIT
NNIT is an external IT service provider based in Denmark that has grown tremendously over the
years.I n order for the organization to keep its business running at optimum, it has dedicated much
of its focus in providing value to their customers. With a specific end goal to offer some incentive
to the client, the IT management service provider must recognize and characterize what is valuable
to their customers.
According to Bernard (2012), the perception of value by the customers is influenced by the
functionality and accessibility of the service they are given. It is, therefore, important for ITSM
companies to understand that customers recognize the value of the services that are provided to
them and not the technology that was used to deliver the services.
In the past, IT associations have been technology and innovation focused (Vicente, Gama and
Silva 2013) which thus can prompt a lower quality of services rendered to clients. Previously,
NNIT has focused its concentration on technology as opposed to management and services,
combined with an absence of plainly characterized operational, vital and strategic procedures
prompt an apparent lower nature of management rendered by IT, lack of understanding of the
management and nature of administration conveyed to clients and absence of control over
administrations given by IT.
IT Service Management (ITSM) structures, for example, the Information Technology
Infrastructure Library (ITIL) give an arrangement of practices that once received can help an IT
organizations decrease the accentuation on overseeing innovation, for example, infrastructure and
applications, and rather concentrate on provisioning and working quality end-to-end IT services
(Tan Cater-Steel and Toleman 2009) ITSM perceives an IT association, for example, NNIT as a
Service Provider and gives an arrangement of best works on crossing the entire management of
services beginning from its initiation, design, organization, management, provisioning, support
and continuous modification (Module 2).
IT Service Management tries to adjust IT administrations with necessities, objectives and vital
heading of the business. A proficient and successful usage of IT Service Management brings about
higher authoritative execution and more noteworthy value gained (Bernard 2012). Additionally,
more noteworthy soundness in administrations given by IT, higher IT staff efficiency and more
prominent consumer loyalty (Tyre 2012).
The Information Technology Infrastructure Library (ITIL) gives an arrangement of best practices
that can be taken after to actualize a utilitarian IT Service Management structure. The ITIL
structure was initially created in the 1980s by the UK Government Office, Central Computer, and
Telecommunications Agency and has been persistently audited and improved since (Tan Cater-
Steel and Toleman 2009). ITILv3 is presently viewed as the accepted structure for executing ITSM
(Marrone and Kolbe 2010).
Research conducted have demonstrated that as ITIL system execution expands, so does consumer
loyalty and operational execution (Potgieter, Botha and Lew 2005). Besides, contextual analyses
propose enhanced initial response times to occurrences, diminished number of basic administration
interferences, essentially expanded staff efficiency and expanded cost investment funds (Tyre
Part 3: ITIL processes
Based on the case study, identify the ITIL processes in place at NNIT and report them in a table,
categorised by ITIL lifecycle stages. Based on the case and your knowledge,
Stage in Life Cycle
Service Strategy
Strategy Management for IT services
Service Portfolio Management
Financial Management
Demand Management
Business relationship management
Service Design
Design coordination
Service Catalogue Management
Service Level Management
Supplier Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Service Transition
Transition Planning and Support
Change Management
Service and Asset Configuration Management
Release and Deployment Management
Service Validation
Knowledge Management
Service Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Continual Service
Seven Step Improvement
Service Reporting
The Service Strategy is the most important stage of the ITIL processes. This is because it forms
the basis to which other processes are based on. All other stages of the process originate from the
service strategy and its processes in the service portfolio.
Part 4: Service Strategy
A service portfolio is a far-reaching report utilized as a part of the life cycle management of every
one of IT's items and services, including those not offered anymore, those that are presently
offered, and the services in the pipeline. The service portfolio is an] verifiable living record of an
item and service-related exercises which are only internal (Iden 2013 p. 512). On the other hand,
service catalog explains items that are currently active. The inventory likewise incorporates what
the service is, its goals and objectives, the manner by which it will be performed, to what extent it
will take to finish, and estimated cost. The service catalog is an external facing document for the
end users.
The ITIL structure provides for five key processes and activities that are core to the creation of an
effective service strategy. They are as follows (Bernard 2012 p. 78):
i. Service strategy management for IT services
The basic role and goal of service strategy management is to give an analysis of the operating
environment of IT service companies, target market, abilities and current operations, then, in light
of this investigation, to create and actualize a strategic plan that is purposed on meeting the
organizations goals and objectives (Bernard 2012 p. 79).
ii. Service portfolio management
Some of the objectives of service portfolio management include given investigation of the potential
returns and the worthy risky levels, it gives a procedure and components which make it feasible
for an association to take choices in like manner on which service to give. It also gives a system
to the association keeping in mind the end goal to assess how the services make it meet the
technique, and reacting to the inner or outside changes in its surroundings (Fiegler 2016 p.89).
Additionally, service portfolio management is responsible for controlling the services which are
offered, keeping aware of their conditions and levels of the venture. Another objective of service
portfolio management is to monitor interests in services all through their life cycle so that an
association can assess its technique. Lastly, service portfolio management assesses the services
which are no longer being used and take choices as needs be for their retirement.
The purpose of service portfolio management is to ensure that the service supplier has the ideal
arrangement of services so it can adjust the interest in IT with the ability to get the coveted business
results. It monitors the interests in services all through their lifecycle. Service portfolio
additionally ensures that services are characterized unmistakably and connected to the
accomplishment of business results, accordingly guaranteeing that all outline, move, and operation
exercises are by the estimation of services. Service portfolio management assists the business to
settle on proper and great choices about speculations. Organizations cannot execute services since
they are smart thoughts or because they are an industry standard. Services are actualized just on
the off chance that they show a decent business case and clear rates of profitability. Service
portfolio management investigates this by contrasting the outcomes that are normal from the
clients and the capital required to construct and deliver service. Service portfolio management acts
as a tool for innovation within organizations.
iii. Financial management for IT services
IT financial management is a vital part of the service management prepare structure. The claim of
having the capacity to convey IT services at financial terms and conditions requires a
straightforward perspective of expenses for all procedures in the service association. Financial
management can fill in as a key apparatus for every one of the three service supplier sorts whether
interior, outer and shared service supplier. The estimation of the IT services and the estimation of
the fundamental resources are assessed with the assistance of financial management.
Financial management decides all arranged and gathered expenses of the IT Association on the
premise of immediate and circuitous expenses. This makes objectivity for the exchange with the
client and subsequently a reason at an adjusted cost/execution proportion. Financial management
makes a strong establishment for speculation choices (Kozina 2014 p.57). The breakdown of
immediate and circuitous costs expands cost mindfulness. The client adopts a more cost cognizant
strategy to the utilization of the service thus supports the proficiency of the IT services on a focused
on premise.
iv. Demand management
Demand management tries to adjust supply to demand and tries to estimate the sale of items as
accurate as possible. As indicated by ITIL, the reason for demand management is to comprehend,
envision, and impact client demand for services. As a procedure, it is a piece of the ITIL service
system phase of the ITIL lifecycle (Van Bon 2008 p.16). Service process figures out which services
to offer to forthcoming clients or markets. The choices that are made in the service technique
organize to influence the service index, the business forms, the service work area, the required
limit, and the financial necessities of the service supplier.
As a component of the service strategy organizes, demand management justifies and advances the
utilization of IT assets. It guarantees that the measure of specialized and HR that has been planned
matches the normal demand for the service. On the off chance that the expectation is too low, the
settled upon service levels may not be conveyed. On the off chance that the forecasts are too high,
assets will have been apportioned to a service that won't be utilized (or paid for). Demand
management crosses over any barrier between service plan, limit management, and business
relationship management to guarantee that the forecasts are precise. Demand management is a
procedure inside ITIL that is steadier of different procedures than an independent procedure. Not
at all like incident management, for instance, are the exercises inside demand management not
unmistakable to the client. At the point when service demand is not legitimately adjusted, it
influences almost all aspects of the ITIL lifecycle. Like each procedure inside the ITIL structure,
demand management has a chain of obligation and proprietorship. Here, the proprietors are called
business relationship managers. Business relationship management makes and develops the
association between the client and the service supplier.
v. Business relationship management
Business Relationship Management process guarantees the great connection between service
supplier and the client. It is for the most part accomplished by recognizing, comprehension, and
supporting client's need and suitable services are created to address those issues. This process
ensures that the business can maintain its relationships with customers, monitor and the feedback
and complaints of customers and identify the service requirements.
Part 5: Service Portfolio Tool
A service portfolio tool is a dynamic technique to oversee interests in Service Management over
the venture, usually measured in monetary value. It depicts the services of a supplier as far as
business value is concerned. Some of these tools include:
a) Dashboards. Dashboards are tools that display data through devices to help you track advance
toward objectives continuously. The capacity to track the advance of a venture, Sprint, or issue is
essential for prevailing with deft, so we made setting up a dashboard basic and accessible to
b) Metrics and analytics. Metrics and analytic are some of the tools used in portfolio management
through agile service management. HR metrics is the data used to evaluate the cost and the effect
of ability management projects and HR procedures, and measure the accomplishment of HR
activities. Metrics increase the value of associations by giving the data required to settle on the
best choices about their ability. (Jula 2014 p. 3809) Metrics report present, progressing and year-
over-year numbers for normal zones of HR, for example, representative engagement, maintenance,
and execution. Metrics track movement, but they do not demonstrate a causal relationship. Metrics
alone do not indicate what influences engagement, what causes a turnover and what drives
execution. Continuous use of analytics over time makes it predictive. This is useful in identifying
the top performers in the organization, the initiative to improve the performance of employees and
the most successful employees in an organization. Big data alludes to a set of data sets that are so
vast and complex that it winds up plainly hard to process utilizing available database management
instruments or customary data preparing applications. It's anything but difficult to perceive how in
bigger associations with a huge number of workers and numerous HR data focuses how HR can
end up with a big data issue.
c) ITSM suites are tools that are used for service portfolio. They include:
Service Desk/Trouble Ticketing. The service desk is the single purpose of contact for IT Support,
overseeing incidences and service demands, and taking care of correspondence with clients.
Computerized ticket following, steering, and email notices help settle issues and demands
effectively, and self-service access for clients helps them discover answers to regular issues
rapidly. With the correct instrument set your service work area can enhance IT and business forms
over the association to run all the more effectively.
IT Asset Management. Receiving the highest returns from IT venture begins with an unmistakable
perspective of all your equipment and programming resources. IT resource management
programming ought to have the capacity to find IT resources all through the earth (specialist and
agentless alternatives) and interface IT advantages for services for better change management and
speedier issue determination. Search for sensibility highlights that convey, arrange, and fix
gadgets, working frameworks, and applications.
Configuration Management Database (CMDB). Each segment, or arrangement thing, that should
be figured out how to conveyance an IT service, is contained in your CMDB. At any given time,
you require affirmation your data is exact. BMC Atrium CMDB gives a total, exact, and
exceptional perspective of the general population, procedures, and advancements that make up
your business and IT conditions.
ITIL-Compliant Incident/Problem/Change Management. ITIL, the most generally acknowledged
way to deal with IT service management, helps associations utilize IT to acknowledge business
change and development. Episode management is firmly fixing to other service management forms
including issue and change management (AAS, T.H., BREUNIG 2017 p.175). Mechanizing
occurrence and issue management work processes can enhance determination times and avoid
future episodes. Change management is the procedure intended to comprehend and limit dangers
while rolling out IT improvements.
Service Catalog. Clients rely on upon your service list to demand or get to the IT services they
should be fruitful. MyIT Service Broker helps you stay away from index sprawl by accumulating
equipment, programming, and services from various cloud-construct and on-premises sources,
transforming your service list into an advanced service application store.
Knowledge Management is the act of acquiring, sorting out, and presenting of information inside
the service management association to tackle issues quicker. By putting the correct data before the
perfect individuals at the opportune time, you can decrease the weight on IT and essentially
enhance consumer loyalty.
Part 6: Conclusions and recommendations
NNIT is an Information technology service management provider company based in Denmark.
The company has discovered a dysfunction in delivering their services. Previously, the company
used to put more focus on innovations and technology. However, during a recent review of the
management process, it discovered that customer loyalty is attached more on to the value the
company offers the customers as compared to the technology the organization uses to deliver the
NNIT will create a new model of the customer service approach. This model will focus more on
creating value to the delivery of services to customers as a way of retaining the existing customers
and attracting potential customers. The company previously focused on innovative means of
service delivery that did not create much value to the customers.
Service management tools have been deployed to provide feedback on how the user finds the
services provided as well as enhancing the ease of access and usability to the user. These tools
include dashboards, metrics, and analytics as well as ITSM suite to get data on customer feedback
and help improve the customer service process.
Upon completion of the review and implementation process put in place by NNIT, the organization
anticipates increased revenues from the income as well as more customers and market share. This
is due to the improvement of value gained from the customers, and this will help retain the
customers due to the innovative and quality services offered to the customers, and this will help
the organization to maintain its position as the country’s leading ITSM service provider and
expand beyond the boundaries of the business.
We would recommend the company to embrace the process of ITSM in order to gain the benefits
associated with its implementation. The main tool we would suggest for service portfolio
development would be through the use of ITSM suites that are widely available and convenient
for use. If implemented, this would guarantee the company a boost as far as customer service and
value is concerned.
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Fiegler, A., Zwanziger, A., Herden, S. and Dumke, R.R., 2016, October. Quality Measurement of
ITIL Processes in Cloud Systems. In Software Measurement and the International
Conference on Software Process and Product Measurement (IWSM-MENSURA), 2016
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Appendix: Journal
Date of activity
Member A&B
2 hours
May 3
Member A&B
1.5 hours
May 3
Member B
IT Customer Relationship
Management supported by ITIL
30 minutes
May 4
Member A
Quality Measurement of ITIL
Processes in Cloud Systems
1 hour
May 4
Member B
Critical success factors in IT service
management implementation
1 hour
May 4
Member A&B
3 hours
May 5
Member A
Quality Measurement of ITIL
1.5 hours
May 5
Member A
Wireless Communication
1 hour
May 5
Member B
A Survey on IT Management and
Control Frameworks for Cloud
2 hours
May 5
Member A
1 hour
May 6
Member B
Implementing IT Service Management
1.5 hours
May 6
Member A
Cloud computing service composition
30 minutes
May 6
Member A
A Survey on IT Management and
Control Frameworks for Cloud
30 minutes
May 6
Member A&B
Writing a draft of the report
2 hours
May 7
Member A&B
Final report and appendix
7 hours
May 8
Member A&B
Proof reading
2 hours
May 9
Total time
Final Report
25 hours
May 3- May 9

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