Management Of IT Services In HBZS: A Case Study On ITIL Adoption (essay).

Question:

Case study on the "Management of Information Technology Services". 

Coal represents a very important and significant hard rock that is necessary for power generation and steel production. Coal is an inflammable hard rock that is generally used as solid fossils fuels. Many industries engaged in the underground mining and sale of coal preparation. Its products contain low sulphur coal; which is used for suitability of huge power plant. In a country like Czech Republic, since 19^th century the utilization and processing of coal reflect and represent an important industry sector. The coal reserve in the Czech Republic is 10 billion tones approximately (Nomani & Cater-Steel, 2014). The structure of the coal reserves is divided into three segments which include hard coal, ignite coal and brown coal with an illuminative percentage of 37%, 3% and 60% simultaneously (Picard, Renault & Barafort, 2015).Several modern technologies have also been used for the coal sphere structure that is necessary for the long term and the short term operations development.

In this assignment, the researcher has worked as the role of the consultant who has been hired by HBZS organization; to contribute the service of IT management within the organization. Being, a responsible consultant in HBZS, the main work is to prepare a report for Mr. Tomas Gurny (IT manager, HBZS). This report reflects and highlights the base concept of ITIL in HBZS organisation. The researcher has discussed the concept of Service Transition, Service Operation, and IT Business CSI alignment and various services description with relation to HBZS organisation; with context to the case study provided. The researcher has also discussed the intellectual relation between ITIL and ISO with context to an organizational management like HBZS.

Overview of the Company

The OKD and HBZ is a joint stock company situated in Czech Republic; where OKD is a parent and shareholder company. The company main responsibility is to save and rescue the workers from non breathable and underground environments like underwater. Beside, the company main work is to provide a wide range of ancillary and commercial services to its existing workers. The company works as nonstop emergency service.

Figure 1: Logo of the Company

 (Source: Cyber Fox, 2016)

The company also contains various outsourcing experts which are involved in determining the safety of underground activities and training of new rescuers in internal and external organizations. The company Information Technology (IT) department has adopted the advancement of ITIL services for inventory registration and increase of demands on effective Information Technology (IT) departments. As the organizations are expanding continuously, the need of ITIL services needs an emergence to uplift various outsourcing intellectual services. The company has implemented and adopted several services of ITIL which might change the organization Service Operations, Services Transition and Business Information Technology (IT) alignment.

First phase and the Second phase of the related Case Study in ITIL adoption

The HBSZ organization has adopted the ITIL in 2011 by the initiatives of Information Technology (IT) Manager (Mr. Gurney). The organizations has also adopted and implemented certain tools for detection of alert and event in an inventory registration (Iden & Eikebrokk, 2015). The HBSZ organization has planned the ITIL framework with the help of some initial stages defined below by the consultant.

First phase and the Second phase of the related Case Study in ITIL adoption

In the first phase, the company has chosen the ITIL adoption to redirect the structured support of both time and organizational resources. In this phase, the company has planned to adopt the six process of ITIL according to organizational strategic management. The Information Technology (IT) manager of HBZS has undergone many intellectual organizational Information Technology (IT) changes to make a solid base for the upcoming future (Nomani & Cater-Steel 2014). An appropriate report has been regularly sent to the upper management authority to make a clear and comprehensive compulsion in an organizational management.

In the second phase, the company has undergone severe challenges regarding the improvement opportunity. The ITIL implementation has explained several base concepts of IT management, change operational management, business perceptive and various organization competencies disrupts (Gama, Sousa & da Silva, 2013). The second phase of HBZS is divided into three genera segments which include challenges, solutions and realizations of an organizational management. Based on the above two phases, it is advisable for HBZS to improve the end user internal experience to the organization, to integrate the concept of ITSM with Dev Ops, to improve analytics of Information Technology (IT) management and to improve operations in organizational desk integrations. In an upcoming future trend, the concept of cloud can be a game changer for all organizational management (Gupta, 2015).

Advice to Mr. Gurny on future improvements at HBZS organization to ITSM

As the HBZS organization has adopted the concept of ITSM service firmly; it needs collective leadership with correct positioning holistic approach. There is also need of emergence to integrate four times more service in Information Technology (IT) and Non Information Technology (IT) service management (Jeston & Nelis, 2014). The organization must support the cloud service catalogs to leverage the service of ITSM professionals. The ITSM is continuously changing and various other innovative technologies are also emerging that create several new challenges and opportunities (Kampas et al., 2016). One more integrated process to impoverish the service of ITSM in HBZS organization in future is to identify the upfront issue about the efficiency of Information Technology (IT) and its prevailing Rate of Interest (ROI) in a recession period. The organization must make its vision clear with leader’s commitment in an alignment of a business case (Lee, 2012). Put the advance technology to solve the issue of ITSM management. While moving to various intellectual services; the concept of cloud hosting and user friendly technology assists an appropriate feedback to help ITSM technology to use its best advantage process (Nomani & Cater-Steel, 2014). Some additional advices by the consultant regarding improvements of ITIL services in an HBZS organization include:

1. The concept of ITIL enables the HBZS organisation to adopt and develop the structured information security which measures its effectiveness in a planned approach.
2. It is advisable to HBZS organisation to maintain the four consecutive prove process of ITIL service package which might include policies, processes, work instructions and procedures (Marchewka, 2014).

Figure 2: ITIL Process

 (Source: Eikebrokk & Iden, 2012, pp-62)

Additional ITIL processes be adopted or should the existing processes be improved?

According to the given situation in the relevant case study, as a role of a consultant; the HBZS organisation has adopted the six main processes of ITIL services which generally include incident and event management, request fulfillment, change of organizational management, configuration and service assets management and the concept of knowledge management (Cruz Daza, 2014). The above mentioned processes is very important for all organizational management as it optimizes the efficiency of existing workers and increases the transparency of upper and lower authority. The above ITIL services adopted by HBZS organization must be improved; it does not require changing an entire ITIL processes (Denda & Drajic, 2013). The operational incident management in HBZS organization has some required steps which comprise of: establishment of major responses ad incident process and templates of incident models that is to be resolved efficiently (Nomani & Cater-Steel, 2014). The organization is moving in a right direction; just it need to  improve the end user internal experience to the organization, to integrate the concept of ITSM with Dev Ops, to improve analytics of Information Technology (IT)  management and to improve operations in organizational desk integrations (as mentioned above by the consultant). Additionally, some other ITIL improvements might include is improving the efficiency of cost and process in an organizational management (Fundin, Witell & Gebauer, 2012). The analysis and identification of database management techniques in an IT services must be illusive and complex and must be measure on a massive scale. Last but not the least, the HBZS organization is moving in a right direction; just it need to improve the existing ITIL service management with that of emerging and advance technology (Nomani & Cater-Steel, 2014). The existing process can be improved by improving the efficiency of cost overhead, to ensure quality applicable management method, to improve organizational management process and to adopt and identify the Information Technology (IT) service quality. The process of CSI that HBZS organization is following must be manipulated by the measurement of action process (Galliers & Leidner, 2014).

Advice to Mr. Gurny on future improvements at HBZS organization to ITSM

The concept of Service Transition makes sure that the necessary changes and services are sorted out in a coordinated way. It is an enhanced part of an ITIL service management. The main goal of service transition is to reduce the performance variations and predict errors in a changed service criterion and to support the change process of an organizational management. It is very valuable to all business enterprise as it tends to ensure the capacity of organization to react as fast as possible with the change in the market (Nomani & Cater-Steel, 2014). In context to HBZS organization, it is the biggest contribution for an (IT Manager- Mr. Gurny) to enable a service provider with high volume without impacting the quality of customer orientation service. It has increased the risk understanding during a sudden change in an HBZS organization (Jantti & Suhonen, 2012).

Discussion of Service Transition Processes at HBZS

The concept of Service Transition with respect to HBZS comprises of some processes which are provided below:

Change Management: In an organization like HBZS organization, the concept of change management has been used to control the lifecycles of all organizational changes. It enables the organizational beneficial changes with less disruption to Information Technology (IT) services. In the second phase, the consultant has recognized that the Information Technology (IT) manager has is outsourcing the new challenges with changes in upper management authority for continuous improvement (Nomani & Cater-Steel, 2014). Currently, the HBZS is facing four challenges in the change management which generally include the working portfolio of an Information Technology (IT) management and its services within the organization change of communication strategy, demand and services with change in IT resources and analyzing competency disputes (Al Mourad & Hussain, 2014). The main objectives of change management in HBZS organization is to respond the change of upcoming organizational requirements, to adopt changes successfully and to use confiscated processes to record all changes in an organizational management (Alojail & Corbitt, 2014). The change process management in HBZS organization can also get access to major and significant changes which might include the introduction of service of a substantial change to an existing service of the HBZS organization (Nomani & Cater-Steel, 2014).

Figure 3: Change management in HBZS organization

(Source:  Marrone et al. 2014, pp-870) 

Event and Incident Management: The HBZS organization has adopted an implemented certain tools for alert and event detection in a registration of inventory services. As it is mentioned in the relative case study that the number of incidents is caused by the major negligence and for operational challenges the organization has worked with change in communication policy and information system terminology (Bailey, 2015). The HBZS organization implemented the concept of event and incident management in order to make a constant success in service elements and may deliver an impact on organizational support (Cronholm & Persson, 2016). The HBZS organization implements incident and event management with service desk personnel which generally includes incident logging, incident prioritization, initial diagnosis and incident closure. The HBZS organization defines event and incident management in a relative case study as an unplanned interruption by minimizing the quality of IT service within an organizational management. The operational incident management in HBZS organization has some required steps which comprise of: establishment of major responses ad incident process and templates of incident models that is to be resolved efficiently (Nomani & Cater-Steel, 2014).   

Request Fulfillment: In terms of request fulfillment in HBZS, it is quite tough to understand the level of customer services form respective Information Technology (IT) department. The organization has a complicated documentary for maintain and manipulating Rules for Communication and Information Technologies; since the implementation of service catalog result a quantitative shift in an Information Technology (IT) department of an organization (Cruz Daza, 2014). There are various terminologies in HBZS organization relating to deployment and release management which generally includes: release unit, definitive spares, release, definitive library media and configuration management database system (Fischbach & Puschmann, 2013). The main aim of implementation of release fulfillment in HBZS organization is to verify the records configuration with those organizational infrastructures, to provide accurate and appropriate information to support service and business management and to provide a sound basis of problem management and release management (Nomani & Cater-Steel, 2014).  

 

Figure 4: Service Transition Process in HBZS Organization

 (Source:  Mora et al., 2015, pp-75) 

Service Testing and Validation: The organization has adopted and implemented various intellectual concepts of service catalogs to maintain a typical Information Technology (IT)  service provider. The company also manipulates the base concept of service assets and management (Galliers & Leidner, 2014). In this regards, HBZS has resolved four different challenges which basically include: diving the activities in the Information Technology (IT)  department according to the relevant business terminology and activities, setting proper and regular communication invaluable channels, initiating tickets from the service desk and establishing a dedicated and comprehensive despites with approving requirements (Nomani & Cater-Steel, 2014). The HBZS organization maintains the “V-Model” in order to make a consideration in service validation and testing.

Figure 5: Service testing and Validation (“V-Model”) in HBZS organization

                             (Source:  Fundin, Witell & Gebaur, 2012, pp-80) 

Configuration Management: The configuration management in HBZS generally maintains and manipulates information about configured items that will be delivering in an Information Technology (IT) service of an organizational management. The process of configuration and system management is sorely used by most multinational organization to manage certain changes throughout the lifecycle system of large Information Technology (IT)  information system (Gupta, 2015). It is considered as most efficient and the most important tool for performing the regular checks in CMS. Its main processes is to focuses in service design, change management, service operations, Information Technology (IT)  service management, configuration tools release and deployment management and project management in an organizational management (Jeston & Nelis, 2014).

Knowledge Management: The concept of knowledge management in HBZS organization is to analyze, gather, share and store information and knowledge within an organization. The main purpose of adapting the knowledge management in HBZS is to improve efficiency by minimizing the need to reinvent knowledge (Nomani & Cater-Steel, 2014). The organization needs the base of knowledge management to deliver a quality service to a significant extent. The HBZS has identified the existence of several stakeholders and measure several timescale resources for an organizational management. In the relative case study, the consultant has manipulated that the main scope of knowledge management is to enable and activate the service provider to work more efficiently and provide the quality based service, to ensure existing HBZS workers to have a clear and shared understandings about the service issued to the relative customers (Kumar, Raheja & Sodhi, 2013).

In addition to the sentence, it has been identified that Mr. Gurny have been aware that the Service Transition phases in HBZS organization causes many operational issues to other firms. Mr. Gurny is becoming afraid of ensuring all challenges that is logically driven from service transition. The management of individual perceptions must be independent; it does not rely upon empowerment barriers (Lacy & Norfolk, 2014). The organization is moving in a right direction; just it need to  improve the end user internal experience to the organization, to integrate the concept of ITSM with Dev Ops, to improve analytics of Information Technology (IT)  management and to improve operations in organizational desk integrations (as mentioned above by the consultant) (Nomani & Cater-Steel, 2014). As a role of consultant, it has been manifested and estimated that the certification of ISO 20000 with context to service transition does not specify any type of advice. It rather provides a set of logical requirements that must be order to qualify to get certified in an organizational management. The concept of ITIL and ISO 20000 are totally interrelated as their inline principles are the collection of best practices for an organization. The details of ISO 20000 have been clearly specified by many experts and research analysts. The researcher here worked as an Information Technology (IT)  consultant in the above mentioned organization (Marchewka, 2014).

Understanding the process

It implies a process where the customer must know everything about the company management; where they can get interact with the company authority; the customer can know that how good the company is serving the services (McCabe, 2013). As an Information Technology (IT) consultant of HBZS organization; it can be said that the service operation is the most important factor of the company management. There are several advantages and benefits of service operation when adopted in HBZS organization. Some of the major benefits of service operations are reflected and highlighted by the consultant below:

1. Effective in cost method: The concept of ITIL proves its designated value by minimizing the level of price in an entire company management.
2. Quality impoverishment: The ITIL service operation process improves the quality of service by enhancing the advancement of Information Technology in the organizational management (Nomani & Cater-Steel, 2014).  
3. Reliability and Scalability: The base concept of ITIL can be easily integrated into any irrespective of an organization management.
4. Standard alignment: The ITIL is conceptually well associated aligned to the certification of ISO 20000 for better flexibility of service management.
5. Good return in Rate of Interest (ROI): The ITIL helps the HBZS organizational management to reflect its showcase on good return on rate of interest securely measured by a company management.  

The main aim and role of ITIL service is to enhance that the Information Technology (IT) services are delivered effectively and efficiently in an HBZS organizational management. This includes varieties of outsourcing issues like fixing bugs issues, manipulating and solving the relevant organizational failures and meeting the customer and as well as the client’s requirements requests and also sorting out continuous operations work. The main scope of service operation is to cooperate and coordinate the process and methods that need to be maintain and manipulate the agrred level service to an HBZS organizational management (Nomani & Cater-Steel, 2014). The concept of service operations is fully responsible for existing technological management that is generally used to deliver and support services. Being a consultant of HBZS organization it has figured and illustrated the service operation figure that discusses the entire ITIL service process below:

The HBZS organization has selected some of the major process from the concept o service operation to fulfill the company needs like Event and Incident Management and Request Fulfillment. The HBZS organization has selected the concept of Request Fulfillment to enhance that the company management may address the request of service and cover them with some related major changes like adequate password change, user change and reading data and information from the server requests (Denda & Drajic, 2013). The base concept of incident and event management in the HBZS organization implies keeping an eye on all activities of company management that arise from the Information Infrastructure Technology. As mentioned above by the researcher that the concept of incident management in the HBZS organization is to ensure that there will be no such related issues with service operation; as it can manipulate the existing services fastly. The service operation also tends to reduce the impact of organizational management operations for maintain ace of better quality and availability of the company management (Eikebrokk & Iden, 2012).

Major Key points of Service Operation

As a consultant of HBZS organization it has been manipulated and observed that the adoption and implementation of service operation must requite the following steps mentioned below:

1. It generally requires five processes and four functions.
2. It dealt with the existence assistance of per day service operations of the HBZS organization (Nomani & Cater-Steel, 2014). 
3. It indicates the design plans and all phases of transition that must be executed in an organizational management.
4. The concepts of ITIL service operations reflect highlights and predict the actual value.

 

Figure 6: ITIL Service Operation

 (Source: Gupta, 2015, pp-85)

There are totally four functions and five processes in the HBZS organization as mentioned above by the consultant. The consultant has reflected and highlighted some of the integrated process of HBZS organization as mentioned below: 

Serial Number	Process	Type of process
1	Problem Management	It generally deals to find out the secondary and the primary cause of the problem in HBZS organization; and making certain procedure that the further incident will not take place in an organizational management.
2	Incident Management	It basically deals to restore the organizational service from the old and modern stage as fast as possible.
3	Request Fulfillment	It handles and coordinates the request lie creating user name, email id and password in an organizational management.
4	Access Management	It maintains and manipulates the process of client and user authorization for using the service operational in an organizational management.
5	Event Management	It generally deals to make compatible with the organizational continuous improvements and to decide the right action and right time.

The review of the service operation aspect process as figured above reflects and highlights the four functional aspects of service operation of the HBZS organization. The consultants further explain and discuss the concept details of service desk, its benefits and its impact in HBZS organization (Gupta, 2015). Due to the heavy shortage of coal the industry is planning to expand the outsourcing of HBZS IT department. Here the biggest challenge for HBZS organization lie in which organization has to showcase the Information Technology (IT)  value in Information Technology (IT)  business. To do so, the organizational management has to make sure that the HBZS workers get enough time to engage the company operational integrations to expand and generate revenue source with the existing files. So it was a better option for the HBZS organization to outsource the department of Information Technology (IT)  to get more expands time to think and realize the strategic operations and generate company revenue ideas (Nomani & Cater-Steel, 2014).  

Figure 7: ITIL Service Operation Process

 (Source: Kowalkowski et al., 2015, pp-60)

The service desk is an extravagance point for the clients and as well as for the users that has been allocated from the HBZS organization. The concept of service operation plays a vital role in satisfying the customer segmentation which works like a basement between the end users and the IT service providers (Jeston & Nelis, 2014). There are generally four types of service desk which are duly mentioned by the consultant:

Customized service desk:  The concept of service operation comprises of dedicate and skilled employees to assist specific queries issued by the end users and the clients.

Virtual service desk: The concept of ITIL service desk is fast in channel and very cost effective.

Modular service desk: In this module, the service desk is much closer to its customers and to its clients. It suffers from the severe disadvantage as is very costly to manage and manipulate within an organizational management.

Middle up service desk: The major outcome of the service desk is to provide the service as fast possible in an organizational management.

Service desk Outsource option

It is very important for the HBZS organization to outsource the service desk and its prevailing impact on the business enterprise. Now, in the modern technological services the organizational management must forward the efficiency and tends to minimize the time for entire market segmentation (Nomani & Cater-Steel, 2014). As far as the organizational management is concerned, the operations and the optimization of the service desk are partly assisting the technology that has reached its heights into a large business imperative. The Information Technology (IT) business is due to the improper allocation of the service desk that works as a featured gap between the intermediaries of Information Technology (IT)  business; thus allowing the metrics communications and critical data and information (Lacy & Norfolk, 2014). The HBZS organization will fastly get effective optimized using the concept of service desk; it may quickly increase the value of an organizational management. Many multinational companies are lagging in service operation aspect and suffered several organization management losses. There is a need of emergence to overcome and fulfill the requirements of an organizational partner with the support of Information Technology (IT) inherent task. Most of the customers and the clients are getting frustrated as the technological power is very worst in an organizational management. When several customers arise from SMB, it is very important to know that how to contact and get interact with different customers (Nomani & Cater-Steel, 2014). But, much organizational management get failed in the context of service operations self desk. According to the report of various analysts, many multinational lacks intellectual support; as they have a severe fear regarding the organizational management budget fundamentals. The consultant wants to overcome the related issues with references to the organizational management. The HBZS organization is outsourcing the concept of service desk to another company. There are enormous numbers of benefits related to the service desk in the HBZS organization, which is mentioned below by the consultant:

• Outsourcing the service desk to any organization management probably allow the company experience to manipulate the HBZS organization.
• The time of response will be higher (Lee, 2012).
• The service desk operation will be less than hiring full time employees.
• Much outstanding company management works 24*7 working hours; in order to assist the availability time and which can accompany the end user trust.

The following segment has provided detailed information regarding a proper understanding of the HBZS’s Service Reporting and Continual Service Improvement. The fundamental reason to make an overall integration of CSI is to make an enhancement of the standards of the services and processes. Few procedures and methodologies are been used here for the quality and standard management. It has been done through the learning from the success and failures that have taken place in the past (Al Mourad & Hussain, 2014). In the earlier stages, it is required for the improvement of the quality of the services. Apart from that, it is also a concept for which Continual Service Integration has been adopted for maintaining ISO 20000 standards.

The aims of the ISO 20000 standards are creation of terminology in common for the service providers, the customers and the suppliers. Such service providers can be provided internal as well as external services to the company (Alojail & Corbitt, 2014). In the case of ISO / IEC 20000 certification, the target audience will be the providers of the IT service who has the common wish for adopting a global standard. Those service providers will be awarded by this certification who wants to make a demonstration of their ability in delivering the IT services of quality standard. HBZS Company should also induce the integration of Continual Service so that they can achieve the standard of eligibility to get the ISO 20000 certification.

The Continual Service Improvement or CSI is a method driven by the metrics. Such kind of method is been initiated for making the recognition of the opportunities that are been used for enhancement of the company’s performance (Assad & Ahmad, 2015). It is also used for measuring the improvements that take place in the company apart from checking the enhancement impacts. The major responsibility of the CSI is making a proper identification of the metrics along with monitoring them. These metrics are prepared on regular basis out of the thousand. The critical factor of success is required to be included for making the overall process to be a successful one (Bailey, 2015). Rigorous research has pointed out that each and every process are been properly recognized by five factors that have a direct relation with the critical success. The approach for CSI has been developed by the researcher W. Edward Deming which is applicable to any organization:

The approach can be developed through a set of questions, which are required to be answered (Cruz Daza, 2014). The questions are as follows:

1. i) What is the mission and vision that the company has? What are the company’s prime objectives in their business in the long term?
2. ii) What is the current position of the company in the market of competition? What are the current values of the indicators for Key Performance?

iii) What are the company’s desires? State the expected Key Performance Indicator values.

1. iv) How the organization will get their desired position? What is the concrete plan to achieve that proper position?
2. v) Has the company achieved their desired position? If the implementation of the processes are been done in a proper manner, will the values of the Key Performance Indicators will meet the objectives that are set?
3. vi) What are the procedures for maintaining the pace of the improvement? It should be started again.

The Continual Service Improvement has some primary targets that include, analyzing and making review of the processes (Denda & Drajic, 2013). The targets also include giving realistic suggestions for upgrading the activity standards. Such enhancement are been done for a proper utilization of the opportunities in the individual stage of life cycle.

1. a) Make a proper evaluation and analysis of the outcomes that are related to Service Level Goals.
2. b) The overall service quality of Information Technology is required to be improved through a proper identification and implementation of every process activity (Eikebrokk & Iden, 2012). The service management process of Information Technology will also be upgraded through empowerment of the efficiency and effectiveness.
3. c) The overall cost-effectiveness in terms of delivering the service of IT should be improved. This should be done without making any sort of compromise with the satisfaction of user or client.
4. d) All the methods that relate to quality management of the service actually supports the activities of the continual improvements (Fischbach, Puschmann & Alt, 2013).

A various areas are there which the improvement of continual service requires to locate. Those areas are,

1. i) The finishing time of the information technology process that are been activated for the service in individual level. Such processes are under the model of CS lifecycle.

As HBZS has implemented the process of ITIL, they have received several benefits from it. In terms of service reporting, the lower level employees are very much delighted because they send reports on regular basis to the management of higher level. This kind of reporting has made the company’s respected CFO to be very much satisfied (Galliers & Leidner, 2014). This delight comes from the regular updates that he receives from them. But it has also been realized that there are bigger challenges in case of sending the reports. Such challenges are that the transit time of sending the reports are very high. The IT Consultant opines here stating that implementation of the process of service reporting is needed here for the simplification of the continual service improvement. There will be reporting on the outputs by the service reporting process. Those reporting should be done on a proper strategy so that it symbolizes the achievements in the operational and strategic level. This kind of integration is highly preferred by the organizations such as HBZS as it will give several benefits in various dimensions (Garg, Versteeg & Buyya, 2013). The employees of the organization actually make a full utilization of the service reporting in order to provide information to both the business and the Information Technology. Therefore it has been realized that the objective of Service Reporting is to help in making informed decisions.

The whole scenario regarding consumption of higher time has been realized by HBZS. But the management of the company should consider the matter to solve the issues regarding process delay where the aspects of the company will not be affected (Gupta, 2015). It has been decided by the upper level management of HBZS that the whole reporting of Service Management will be executed by the Service Desk Manager. The manager will also be responsible for the entire control of the service management reporting.

A primary advice was given to the employees of HBZS that if the IT service desk are been outsourced then it will provide a relief to the in-house IT staffs. Therefore, if the outsourcing is been done, then it will eliminate the burden for the in-house IT staffs from investing direct effort and time (Jeston & Nelis, 2014). In such cases, the entire managing and controlling of the reports will be done by the outsourcing company. The report has the consideration of the processes of specific management. Such service management processes can be allocated to the operation managers who will make the necessary dealing of them. The deals will be done through the creation of the subordinates. To elaborate the overall process, a simple table should be maintained for the process of data collection (Krajewski, Ritzman & Malhotra, 2013). The table should contain few processes which are required to be answered for better understanding of the process. The questions are as follows:

1. Who is responsible for the creation of the reports?
2. For what purpose the client is there?
3. To whom is the delivery been done?
4. How the creation is done and where is the definition of the report?
5. Checking the reports on weekly and monthly basis.

The IT consultant provides several suggestions to make the business of the company to be of prosperity (Lacy & Norfolk, 2014). The suggestions will lead to advancement of the IT and business of the organization at several levels. 

1. A proper communication at all levels is required for resolution of the issues that have taken place in the organization. It will make the necessary reply to the issues related to the partnerships of IT and business (Marchewka, 2014). A proper and effective communication in vertical as well as horizontal level is required to make HBZS to be a long run partner of its mother concern OKD.
2. The organizational employees should have to be clear regarding their in-house skills as it will guide them to make a prosperous future in between OKD and HBZS.
3. It is also of high level of significance that the parent company has a proper communication with HBZS (McCabe, 2013). It will take the advantage of the service that are been given.
4. The HBZS company will follow some best practices for ITIL and ITSM process. An important aspect that is related here is that a training program should be initiated for the employees of the organization (Moeller, 2013). Such training programs will be induced for reviewing the skills of the employees in the organization. Such tools are very much effective in terms of their application.
5. The certification of taking up V3
6. Communication
7. Plan-Do-Check-Act
8. Range of the methods and tools of ITIL, which will make an addition of the value to the training of ITIL process and the organization.

The method of Plan-Do-Check-Act can be considered for the purpose of discussion. It is basically the amalgamation of the inputs of the requirements of business, requirements of the customers along with new or changed service request. The other inputs are the processes such as the supplier, customer or business (Osborne, Radnor & Nasi, 2013). The other input segments are the Service Desk and the teams like IT operations or security. Such inputs are been processes as per the thinking of the management of the organization. The management is responsible to make the planning of the service management along with doing the implementation of such service management. They also check, do the tracking, monitoring, measurement and review of their service management to detect whether the service process will meet the standard of compliance (Picard, Renault & Barafort, 2015). The management authority of the company will act accordingly as per their final refined plan and methodology. The output will be the results of the business along with customer satisfaction. The outputs will also include services that are new or changed. The other process also include the customer, supplier and the business.

Overall, the aim of the continual service improvement has the aim for delivering the value of the business through the focus of the realization of the advantages and benefits of the business. In continuous manner, the service provider of Information Technology will be measured for the improvement of the process (Rigby & Bilodeau, 2015). It is to make the review and analyzing the overall situation and making recommendation for the opportunities to improve in each and every phase of life cycle.

There are few advices that are been given for the IT manager of the company. Those suggestions are been given for the expansion of the business through sustaining the business relationship. The suggestions are been required for providing a service to the OKD organization in a better manner. The service will be of enhanced quality. The advices are been given here for the given case study. They are also been prepared on the basis of the specific topics that are given in the document. According to the IT consultant of the HBZS Company, the recommendations are as follows:

1. The ITIL process that is been proposed for enhancement of the quality standards are suggested to be integrated in the correct manner. This proper integration actually aims to provide a high quality service to the organization.
2. The continual service process is very much critical. Therefore, such processes should be properly implemented so that they can provide beneficial results in the future. The processes should be set up with proper care.
3. The integration should be made through the best practice tools and techniques. Such practice tools and techniques include the program of ITSM training. Such training program is required for providing ample knowledge to the IT staffs so that they can be flexible in processing requests in the future.
4. An outsourcing of the service desk is highly needed so that the in-house people of information technology get lot of time to focus on the business strategy. Such concentration on the business strategy operation will definitely enhance the revenue of the business.
5. A definite guideline is required to be prepared for increasing the expertise of ITIL process that will help to enhance the quality standards of HBZS.
6. There is a definite concentration required for HBZS to obtain the certification of ISO 20000. It is to leverage the benefits of the certification. Such certification actually build ample trust of the parent company OKD on the service of HBZS along with its products.
7. There is also a requirement of the Service Improvement Plan or SIP. It is to make the proceeding of the ITIL sub process in a smooth and streamlined manner.
8. A requirement of a proper utilization of the software tools are also there. Through the usage of those tools, a major support can be provided to the service desk. Such assistance include monitoring the information technology for change management purpose. The monitoring of Information Technology is also required for development of the database. Other purpose also includes tracking the compliance with the Service Improvement Plan of HBZS. 

Conclusion

The entire report concludes with the broad concept of ITIL services operation, service transition within the HBZS organization which is situated in Czech Republic. The researcher here worked as a consultant in the HBZS organization to reflect clear resolution in an organizational management. The consultant has introduced the detailed report of the HBZS organization with context to the service transition and the service operations. The HBZS organization has adopted and implemented several ITIL processes within an organizational management in order to enhance the demand and supply of hard coal with that of monopolistic produce in an entire Czech Republic. In this assignment, the researcher has worked as the role of the consultant who has been hired by HBZS organization; to contribute the service of Information Technology (IT) management within the organization. Last but not the least, the HBZS organization is moving in a right direction; just it need to improve the existing ITIL service management with that of emerging and advance technology (Nomani & Cater-Steel 2014). The report that has been given here makes the discussion of the various perspectives of ITIL process. The author as the IT consultant in the topic has done the entire discussion. The consultation has been done on the IT service management’s current scenario. In the entire report, a clear introduction has been given about the HBZS Company. It has been seen that the company has induced various ITIL process for assuring the quality IT service delivery in their organization. They provide such enhanced IT service delivery to their mother concern, OKD, the company that deals with hard coals. The OKD Company is also the only producer in Czech Republic. The document actually provides the description of the impact that is been left by the process. The document also provides the guidelines to improve the overall IT service process for sustaining the partnership of business with the mother concern, OKD. As per the IT consultant, there are some other processes that are required to be implemented for making a better future of the IT department of HBZS in future.

The organization also requires for monitoring and reviewing the processes in periodic manner to track whether they are meeting the expectations of compliance. Those processes are already been implemented in the organization and they need regular checking. The processes are been suggested to be applied in the correct format for the enhancement in the future. The organization should continue their research to get a better solution in the future to maintain their competitive position in the world. Modified ITIL and ITSM processes will definitely make the organization to assist their customer in a superior manner in the near future to get prosperity.

It is considered as most efficient and the most important tool for performing the regular checks in CMS. This includes varieties of outsourcing issues like fixing bugs issues, manipulating and solving the relevant organizational failures and meeting the customer and as well as the client’s requirements requests and also sorting out continuous operations work. The entire document hereby describes that how the process of Information Technology (IT) does sustain business partnership with that of parent company initiatives. The Information Technology (IT) consultant has recommended some valuable concerned process regarding adopting and implementing the advance and innovative process for the upcoming enhancements of future. The researcher has played a vital role as a consultant in the HBZS organization and has also discussed the base concepts of service desk and its relevant benefits on HBZS organization. The conception of service transition process has been explained complexly. There exists several manifestation and estimation with several other processes of another company. 

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