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COM3023-N ICT Service Management

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  • Course Code: COM3023-N
  • University: Teesside University
  • Country: United Kingdom


Background to the Scenario

Aperture Science is a famous research and development company that focuses on the application of advanced research in daily lifes of people. The company runs a big research facility in a hidden valley in the United States.

However, due to high demand for their products, they are currently expanding into the harsh marsh lands of Scotland with their subsidiary company TODO Ltd. TODO Ltd has three research divisions, Pudding research, Textile research and Robotics research, and a IT and Data division that will provide the services based mainly on the results of the research divisions work.

All research divisions aim to incorporate high-tech solutions to problems users never knew they had into daily applications. For example image recognition for identifying the type of pudding or intelligent textiles. The newly founded TODO Ltd will take over all the European and British customers from Aperture Science and continue to deliver these users and customers the services that were originally provided by Aperture Science.

The service is provided to the end customer in the form of information technology services. Namely it is in a close integration with an all platform ecosystem providing the end user with and A.I. that uses applications, websites and desktop software. Different services are provided also between the divisions, especially the Data division and the research divisions.

As the mother company is not familiar with the British market but they want to maintain the highest possible standards, they hired your company to help them implement the Information Technology Infrastructure Library (ITIL) concepts. Thus they expect you to help them establish this service as closely adhering to the concepts from ITIL like Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Draft Service Strategy

The owners provided the following points for their servise strategy. However, you still need to elaborate their points in order to meet the ITIL criteria.

  1. Pursuing their vision: “Aperture Science and its subsidiary companies want tosee their products in every household providing appropriate services to all their users and valuable data for the company’s science program.“
  1. Staying true to their mission: “The mission of Aperture Science and itssubsidiary companies is to progress science and by progressing science, help humanity to overcome its petty limitations. The company employs only the best talents as its scientists and engineers and always aims to stay at the edge of scientific (and moral) progress, disturbing the status quo and transgressing any frontier that would limit science and progress. Aperture Science believes that it is the only company capable of achieving this mission and expects to achieve a monopol position on the field of scientific progress soon using the upcoming fourth industrial revolution.”

Service Concept

  1. Provide users of the different divisions’ research results with an appropriate service and collect the users’ behavioral data. For example: the users of the smart clothing line should receive data about the distances they covered in the clothes, informationo about their health state as monitored by the clothing, measured temperature etc.
  1. Users have one login for the service, where they can register their TODO Ltd and Aperture Science devices. After registration the data from these devices can be viewed by the user in dedicated mobile application, desktop application and website.
  1. Data from the devices are collected on a regular basis and sent to the TODO Ltd’s servers where they are further processed by the data researchers.
  1. Users should be divided into groups based on their customer status. All available data is collected from the free users and they get only basic insight into these data (e.g.: number of hours used). The paying users still get all their data collected, but they have gradually more insight into the data that get collected based on their subscription fee. Nevertheless, they never get to see the full scale of data collected via the devices. Complete data are available only to the company’s researchers and scientists.
  1. A user needs to own and activate in the service at least one Aperture Science or TODO Ltd product in order to access at least the minimal amount of data the company collects about him. (This does not mean that the companies do not collect any data about the user prior to his activation of the device.)

Part 1 – Service Design

A reliable collection of user data needs the user to regularly use the application and the connected devices. The aim is to make it a habit for the people to daily use the applications and appliances. This leads to the following business requirements:

Easy user interface for the application.

Secure connection to the company servers and sending regularly data from the users. Data should be sent as soon as possible thus the application should encourage (but not force) permanent connection.

The backend of the system should be universal as possible with frontends for different operating systems. In order to cover as many users as possible there should be an application for iOS, Android and Windows.

The applications should be available for free in order to encourage downloads for basic user groups.

A long term solution that will provide at least a 5 year lifespan for the service. The application should have gamification elements.


Service Design Package for the application

The design documentation will include : -

  • The architecture and technologies that you will employ in the implementation
  • The management requirements for the new service
  • Lifecycle and transition plans
  • Acceptance plan and criteria
  • Disaster Recovery Planning

Part 2 – Service Level Agreement

Produce a Service Level Agreement (SLA) for the service. Your SLA should address:


Technical Support Backup

Metrics including KPIs and targets

The SLA must include details of the level of service that will be provided, any targets for service performance. It should also details of associated processes included incident management, change management and continual service improvement.

The SLA is for the desktop service only and is an internal SLA.


Service Level Agreement

Part 3 – Change Management

Design a change management process that will ensure that the transition between the origin company and TODO Ltd does not have negative impact on data collection (and if possible customer satisfaction).

Your design should include everything necessary to ensure that the change process is implemented smoothly and effectively. Introducing a process such as Change Management usually requires significant cultural change with an organisation, your service design package should include a discussion of how you would manage the cultural change to minimise any possible negative impact at the point of implementation. You can expect a faculty from a multi-cultural background that will work for TODO Ltd and with different work habits than in the U.S.A.


Service Design Package

  • Change management process flow and documentation
  • Implementation plans
  • A set of metrics for management of the change management process
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