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  • Synthesise the nature and contribution of the IT service management standards and good practice frameworks such as IT Infrastructure Library (ITIL), ISO/IEC 20000 and IT4IT in providing good practice frameworks for IT service management
  • Evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes
  • Appraise implementation of selected IT service management standards and good practice frameworks in case studies including aspects of IT service strategy, service design, service transition, service operation and continual service improvement

Provide a brief introduction that describes the case study report.

Explain why is it important for NNIT to have effective processes in place to manage IT services.

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, which of the ITIL processes are of the highest priority to be implemented/improved for NNIT? Justify your selection.

According to the case study, few IT service providers have a service portfolio and the difference between a service catalogue and a service portfolio is commonly not well understood. Based on the case study and your knowledge, explain the main differences between a ‘service catalogue’ and a ‘service portfolio’. What are the main factors that helped NNIT to implement a service portfolio?

According to the case study at the time of designing the service portfolio framework at NNIT no ITSM tools were available with the required functionalities to support the management of a service portfolio. Based on your research of available ITSM tools, provide a short list and description of three ITSM tools that could be considered for portfolio management.


Summarise the key strength and weaknesses of ITSM implementation at NNIT you learnt from this case study. Provide recommendations for further improvement if ITSM at NNIT, including your preferred ITSM tool for portfolio management.

Importance of ITSM for NNIT

Clearness, standardization and the scalability appears to be the most crucial part of any firm processing to the essential development. It was the literature for the NNIT at the time when the user, utility, and technology were added to the trade. Primarily, NNIT implemented the utility collection to give a synopsis of every utility offered like the supremacy structure for emphasizing obvious possession in the firm. Although, utility collection emerged to be the chief proposals for starting utility pattern tasks, planning utility growth, monetary administration as well as utility index growth. The literature demands to discover how NNIT learned and benefitted through applying utility collection.

The literature will gain its intention by giving the argument within four subjects. Primarily, it will converse the importance of ITSM in NNIT to contain the helpful function for the effective IT management utilities. Secondly, the literature might put into a table ITIL functions in NNIT and advice functions, which are of the largest precedence for being advanced for NNIT. Thirdly, the literature might argue the significant aspects, which have helped NNIT to apply a utility collection. And lastly, the literature might suggest ITSM measure, which can be recognized for the collection administration. The literature might then result with important strengths and weakness of implementation of ITSM in NNIT.       

The chief objective of the firm’s IT ability appears to be one, which is administered effectively and efficiently, and really the user-oriented in their tradition and aspects. The actuality is basically very varied. IT landscapes appear to be very difficult and uneven along with several providers as well as associate. Frequently, there exist various editions of methods and instruments, which are not added, thus taking it to the worst point of view of utility and user’s supposition is not being accomplished.

In ITSM, transformation administration appears to be the significant success aspect and it actually aims on assuring that the transformations are countered. It is also highlighted additional shipping for getting reviews as well as ship advantages as rapidly as possible. Hence, NNIT appears to be crucial measure to be implemented in every activity on every hierarchy in IT industry (Liang, 2015).

NNIT has emerged to be the most prominent IT service supplier in Denmark by offering different IT services for customers applying the additional global shipping proposals. Because of the firm’s status, the IT agency is assumed to counter to the fresh firm chances, counter to the monetary administration and accomplish the requirements of both inner as well as outer users. The standard of the utility must only be accomplished which is totally based on communication among trades and IT, alignment, and effective coordination. NNIT as the utility supplier, the firm may require IT as the clarification for trade function and manage the IT agency as the trade process. Hence, NNIT might require to set-up as well as useful ITSM to appear as the helpful utility supplier.

ITIL processes in place at NNIT

According to Willcocks (2013), ITSM appeared to be the most advantageous for the utility supplier and assist it to allow them for being cost effective, service oriented, adaptive and flexible. ITSM boosts transformation in firms comprising how IT functions, trader, reserves, as well as executives recognizes their designation in the firm. With contrast to the ancient technology bend structure, ITSM is the restraint in maintaining IT functions as the utility. The chief objective of ITSM is to gain definite parameters, functions, as well as summarize to assist evaluation, application, as well as strategies of IT utility functions for expanding method application of IT benefits.

Recognized success aspects for applying ITSM:

Administrative support – it boosts interaction among stakeholders and endorse and imposes scheme fulfilment regarding the applied level methods. It also assures funding that are needed for consultancy, tool, and training.

ITIL training and awareness – it increases adoption and cooperation of fresh methods. It also includes helpful interaction between stakeholders.

Method of concern – it includes helpful recognition of methods that has string concern across measure choosing.

Interdepartmental coordination – it utilizes on interaction and sharing of information and also assures smoother changes of inter-operational methods, and therefore reducing the challenges of utility stipulation through executing overtime.

Instrument selection – it also allows helpful settings of the methods as well as it prevents from underutilized instruments. It also influences the apparent usefulness.

Reliable reviewing and documenting by the class administration structure – it facilitates for every measure by close measure evaluation of the application method of ITIL.    

ITSM might assist NIT recognizing how various utilities are provided and by whom; and managing and regulating such functions. It can be supported with an instance that the application of event administration for addressing problems. Particularly, at the time, when the customers see the flaw in the software, they can address the problem at the service counter, who is responsible to overcome the problem after the research or allot it to the IT professionals. The professionals after it will offer the answer to the customer at the expected time. The needed information then can be functioned and transformed in the ITSM equipment through the professionals.

The ITIL structure gives functions, which can be replaced at NNIT depending on the ITIL chain stages. Such function lies in the ITIL’s five life-chain stages, which are utility planning, evolution, pattern process and frequent upgrading. The phases of life-chain start at utility planning that demonstrates the user’s requirement as well as the applicable utility collection required to accomplish such requirements. Despite of all that, the IT utility requires to assure that the utility price is reliable along with the worth it offers to the users. Utility pattern assures that the changed utility is created effectively for aiming on the user’s requirement. Particularly, the functions demands for utility administration to appear as the segment of the utility pattern. Despite, the IT model requires accomplishing the trade requirement appears to be significant parts of such life-chain phase. Hence, there is the requirement to recognize utility administration measure in the form that the fresh utility can be regulated at the steady standard. Specifically, it engages the requirement to recognize the competence of functions, utility standard, and technology at the time of choosing the utility administration system and measures.

Differences between Service Catalogue and Service Portfolio

According to Short, (2013), the pattern is expanded, evaluated and moved at the time of utility evolution. The utility evolution phase assures that the utility gains the required trade worth to the user. The methods engage in the evolution phase comprises evolution strategies and support; transformation administration, utility reserve & arrangement administration; discharge and organization management; utility verification and evaluation; testing; as well as knowledge administration. Containing such methods, the users as well as the utility configurations are installed for the outcome of the utility. At the time, when the utility arrives the utility function phase, the position of the utility is regulated on the routinely basis. Utility functions involve incident administration; events administration; demand accomplished; issue administration as well as admittance administration. Events at the time of this phase are deal in the timely way, and the most crucial reason evaluation is increased for advancing the utility. Ultimately, the steady utility development phase offers the form of advancing and evaluating the IT utility administration function. In such phases of the life-chain, the following can offers the significance which can be helpful in recognizing the ITIL methods in the NNIT.

Utility collection administration – it facilitates users to understand what utility are present. It also allows the user to recognize why they should adopt such utilities through NNIT. It assists users to know about the cost of each utility. It can assist NNIT recognize that how their utility reserves to counter threats and main concern. It assists NNIT to recognize its asset threats and main concern. It can allow NNIT to recognize the prevailing strengths, flaws as well as space in their utility collection.

Transformation administration – it can lead to the decreasing in the total count of the utilities trouble featured to the worst interaction.

Implementation administration process – data moved to the user depending to the utility standards. The professional group can add to entrance the system. It can lead to acquiring the purchase price. The capability of the user to enter the system.  

Utility counter process – it basically works on the average time taken to resolve the issue complained by the call. It also requires the average time to rectify the event. The count of user or customer improves arranged in the destination utility standards. It also requires the usual time to resolve and event.  

Utility authentication and evaluation – it is based on the approachable through the evaluation assures that remedial task in the utility condition defends flaws that are being continued. The count of events linked to the flaws, which can be explored in evaluating, is unconfined within the actual configuration. The proof of evaluating created as the count of the incidents happening in the actual configuration. Evaluation and examining return on investment.

Recommended ITSM Tools for Portfolio Management

Capacity administration – it requires the ratio of decreasing in the count of violation because of the worst utility or performance. It also requires appropriate explanation and implementation of the fresh technology in line according to the user requirements. Decreasing in trade meddling is also done because of the inefficient IT capability. The correctness to predict user requirements and trade trends.        

Utility evolution – it can easily understand the standard of challenges at the time and after the transformation. It also leads in adding the fresh technology along with the user’s requirement. It also assures that the customer and user can employ the fresh utility effectively.

Recurrent utility development – it helps in getting return on assets and also assists in getting advantages, which are fulfilled by the developments. The results, which are attained if evaluated to the earlier situation.

Utility patterns – it helps you to recognize the augments over every utility leading to the convenient and rapid application and developed class of utility. It also consists of the helpful methods that facilitates for learned choice making. An apparent addition with the user requirements to be explained over the aims of IT evaluation connected to crucial angels of the trade performance.

Financial administration – it includes monetary reserves for worth, funding and accounting. It depends on the events through type, platform, relevance, and group.

Service strategy - It includes accurate look of links among the utility assets and trade utilities. It also includes developed application of investment.        

Depending on the research, the literature recommends the following methods as the largest precedence to be applied for NNIT:

Utility collection – utility collection administration is the measure forced by the fresh regulative structure and already has been established. Let us take an instance that utility goods are put forward for the video depending teamwork as well as a planning decision, by the supremacy agencies as well as collection administration, set-up as the NNIT planning regulation. An assignment surrounding is located for the IT assignments, and there exist the individual assignment office seeking at the collection administration. This is due to the few of the collective administration are more connected to the transformed administration of trade functions. Devoid of utility collection, the user might not recognize what kinds of utilities are present. The choices of the fresh IT technology might only be created if NNIT has the complete exposure within every utility, which is being provided.

  • information regarding the manufacturing of evaluations and metrics

Strengths and Weaknesses of ITSM Implementation at NNIT

Earlier than the growth and production of fine information, the evaluation and metric requires to create and the process to offer them require to be patterned. When not, huge time will be desecrated.

  • Functional needs, strategies, and methods

The literature emphasizes the importance of utility stipulation in the present condition. If utility function may inherit helpful functional requirements to utility pattern, the result utility solution patterns might evenly seize function of the utility. The evolution might establish that functional requirements are accomplished, and the function appears to be really considerable price. Assuring that functional strategies and proposals might need a specific highlight due to the requirement to prefer functional requirements,

  • Utility pattern package as well as structures

The literature emphasizes alarms, which can be linked to the inefficient pattern. The evolution into the fresh utility can be helpful along with the condensed evaluation and training planning, which are part of utility pattern package. The literature recommends that the growths as well as upholding of the system are distributed to the IT professionals, hence, the function and evolution movement, which are part of the utility pattern packages, can help in assuring that stakeholders consist the identical recognition. While the literatures do not specify an official utility pattern package, it can be of large preference.

Utility planning is the core of the NNIT’s utility life-chain. The utility proposals have allowed NNIT to create, apply and develop utility administration as the planning reserve and as the firm’s ability. Utility planning is, hence, a director for NNIT attain their expectation and aims along with the chances and users. It placed NNIT in the location where it can appropriately execute the challenges and the price linked to the utility collection. Utility portfolio reveals NNIT’s utilities according to the trade worth. Utility portfolio administration is the form of explaining user requirement and countering to such requirements, it facilitates recognition of why user are concerned in the utility as well as the form of proposals to be implemented. Particularly, the collection is the group of investments, which are explained by identical cluster by regulation, shape, or planning measures. Considering the other point, the importance of utility index administration is to inherit sources of data to them facilitated to use it. The objective of the utility index demands manufacturing and maintaining appropriate data for the functional utility.

Utility portfolio is a proposal for creating utilities to user’s needs. It reports the utility in the growth (like the utility pipeline) the present utility for operation or outcome (like the utility index) as well as the improved utilities. The utility index is helpful for evaluating where to supply, mainly concerned and distributes resources, challenges administration, and monetary structuring. In the utility standard administration, a utility index is the series of utility offered by the firm to their users or executives. Utility demanded in the index mostly requires an explanation of the utility, the time needed to accomplish the utility that is needed to look at the utility, the price and hot to accomplish the utility requirements. This allows the user to look the form of utility, the picture of the IT utility and their situation. Hence, it comprises user-oriented looks of the IT utility, their concerns, their allowed functions as well as the standard of supposed excellence of utility.

Recommendations for Further Improvement of ITSM at NNIT

NNIT is between the most prominent IT agencies in Denmark. The firm has developed by the implementation of newest improvement in technology in programme growth, helpful interaction, as well as the trade functions. There exist different aspects, which allow NNIT to be effective in the region of utility index administration. Firstly, the return on investment is assumed by evaluating the acquired price in growing the utility and its connected advantages. Secondly, NNIT applies operational reusability to enter the capability of the utility to inherit the normal group of utilities. Hence, utility index has appeared to be the affective tool in backing the choice depending to utility regulating, application, planning and strategy (Nambisan, 2013).

Utility collection administration has the important position in the patterns of NNIT plans and the expansion utilities acquired in different measures in ITIL life-chain. Particularly, utility collection administration has offered a rule in the way of condition, recognition, and understanding of utilities and the parts and flow. The crucial encouragement of applying utility collection for growing trade is the salvage of utility in motivating the fresh trade functions. The key aspects for using again the utility comprise deducting price, deducting price as well as advancing quickness explanation. Utility collection directs by the growth of the using again technology, which allows utility change for particular user’s picture utilities.

According to Holtshouse (2013), the manufacturing of the utility collection starts along with the evaluation of administrative financial information and user discussions. Although, while the manufacturing of the utility collection structure at NNIT takes place, the ITSM functions were not available along with the required functionality to back utility collection administration. This part might offer series and explanation of the three ITSM instruments, which can be appropriate for utility collection administration.

  • Service Evolution – information administration in NNIT is executed casually. The available interaction strategies are only for the IT agencies. The utility collection’s service supremacy structure reveals the unit administrators. There is the inefficiency of the interaction proposal to maintain the workers improved regarding the fresh requirements. As per the stipulation of the utility enlarges, task requires to execute to increase application of information and data to augment development. Integrating the group of administrators for directing structure can help in assuring that changes to the schemes, which are transferred more rapidly and directly to the workers. While the ruling administration can operate their evaluation to interact frequent times by the utility life-chain, it can be really appropriate contain the particular point of interaction in the utility life-chain, particularly, offer the functional threat countered earlier than the manufacturing of the utility collection.
  • Service strategy (appropriate structure to evaluate ROI and price deduction plans) – NNIT should evaluate whether the information origin is capable of to operate the extra ability needed for the fresh utility collection. As NNIT enlarges in its utility stipulation, it can possibly require raising its ability, and there is emphasizing of the virtualization in the form of the utility. The IT executives are situated at the appropriate place to offer the improved data regarding the real space alarms. It can evenly deliberate the needed amount of ability regarding the further upcoming times and maybe saving price in resolving every ability problems.
  • Repeated utility augments – NNIT must recognize how the fresh collection offers augmented user documenting.


NNIT applies a utility collection, which backs choice makers in developing patterns methods and functional plans. The standard of effective application of the ITSM at NNIT has essentially based on the count of evaluating skills, the development of the methods, application proposals, and back of the utility collection administration. The firm has developed by implementing newest development in technology in program expansion, helpful interaction, and trade methods. Utility collection administration consist of the essential position in the pattern of NNIT plan as well as the growth utility enclosed in different measures in ITIL life-chain. Although, there is the inefficiency of the interaction proposals to maintain the executive improved on the fresh requirements. As per the stipulation of utility enlarges, tasks require to execute to increase application of information and data for developing the augments. Integrating the group of administrators to the supremacy structure might help in assuring the transformation to the schemes is transferred more rapidly and directly to the executives. Despite of the following suggestions can be created:

  • The chief objective of the method possessors must be to improve their operations by the application of method metrics.
  • Sufficient training must be offered to executives, who are in direct link with the users.


Willcocks, L 2013, Information Management: the evaluation of information systems investment, springer.

Tallon, P. P., Ramirez, R.V., & Short, J.E 2013, The information artifact in IT governance: toward a theory of information governance: Journal of Management Information System, 30(3), pp. 141-178.

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