Assume you are acting as a consultant in IT service management for a medium size developer of software and web-based applications. They employ 100 staff and their turnover is approaching A$40 million per year. However, they struggle to make an appropriate return on that revenue and wish to further investigate potential forms of improvement. They have requested a report on the potential impact of ITSM frameworks. Research has to have at less 20 references in APA 6th Ed, and provide a written report of up to 20 pages that considers the following frameworks: ISO/IEC 20000 – International Standard for Information Technology Service Management ISO 38500 – International Standard on IT Governance COBIT – Control Objectives for Information and Related Technologies CMMI – Capability Maturity Model Prince2 – PRojects IN Controlled Environments Mandatory requirements include: Definitions and descriptions; Origin, development and maintenance of each framework; Use and benefits of each framework; Relationship to ITIL; and Relationships/interfaces/cross-overs between each framework. Optional requirements can include: Statistics concerning adoption among organisations; Recommendations on implementation which can include critical success factors and challenges; and Anything else that might be relevant or be useful to know. The pretend objective of this report is provide the management of the business with an overview of the various frameworks, their relationship to ITIL and to allow them to make an informed decision as to any frameworks they may wish to adopt. Student Objectives The objective of the assignment for students is to develop the skills of comprehension, analysis and synthesis AND develop a working knowledge of the main ITSM frameworks. The skills are developed through completion and discussion of the weekly worksheets. Failure to actively or diligently complete the worksheets usually means students are unable to complete the assignment at a satisfactory level. Assessment Criteria The assignment will be assessed according to the Assignment Marking Guide
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