COM3023-N ICT Service Management

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.

2. 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.

3. 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.

4. 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.

5. 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.)

Purpose And History

The Aperture Science has been a famous research company that is expanding their business in three sectors of the business including robotics, Pudding, and Textile research. The purpose of the ITIL document is to highlight the aspects necessary for the consideration for the deployment of an iOS  application the daily operational problems of the common individuals. The technology will be introduced to the individuals in the form of the information technology services that will be boosting the daily operations and allowing the organization to understand the behaviour of the individuals in far efficient manner.

Description Of Service

The information technology product being introduced will be operated at iOS operating system and it can be connected with the computer systems and mobile devices in manner to share the data and information. The proposed product will be helpful in monitoring the daily activities of the individuals and record them for making and recording the data and information related to their behaviour. The end users will be interacted with AI  and the application can be operated via website, desktop, or as an application. The users will be able to lock the data and information through creating personal user identity in the server of the application and they would be certainly introduced to different sections among which they can select appropriate service that is of their benefits. The unique registration will allow the users to look into the data, information and their history of the services accessed, and places went. This process will also allow the user to share data and information among the different platforms and access them remotely.

Service Strategy

Strategies 

To promote the product in such a way that every household uses the product and thus, collecting data and information for personal benefits related to the science programs. The product will be useful and applicable for the common citizens to be applicable within the households and adhere more and more benefits as per the situation. It will be beneficial for the organization and the consumers in manner to release more products in the market avail more and better and services respectively. The second service strategy emphasizes on staying at the goal of the company and contribute in the enhancement of the better living of the community in manner to overcome from the petty limitations. Better and enhanced services will be provided to the organization after conducting scientific researches and expanding the limit of the science progress. Providing reliable and appropriate services are other sectors of providing better and enhanced services those could contribute for the development and enhancement in the way of life living of the humanity.

Policies

Privacy policy: tis will be implemented considering the collection of the data and information related to the user for which, the permission has been granted by the user themselves.

Human rights: it is necessary to consider the human right act in manner to conserve their rights and allow the users to release only those data and information, which are considerable facts as per the government itself. Violation of human rights might be occurred due to collection of information and data related to the individual behaviour and activities that will be collected by the organization for future reference.

Hosting policy: legal agreements with the government and the vendor of the country, the application is being hosted should be taken in consideration while launching on the internet for accessing and availing the services through utilizing the application online. Hosting policy will assure the platform organization willing to host the application and cover the targeted market.

Use Policy: Usage policy is another considerable factor for the application of the hosted application for the delivery of the objectives of the project. The application should do the only work that is being promised or proposed such as it will gather ad collect the data and information only when the user allows the access.

Support Policy: Support policy focuses on the authorities of making changes in any of the field, or root accesses, and if; the organization is modifying certain changes in the root access then user is the one, who will have the complete responsibility for further actions.

DMCA policy: Digital millennium copyright act will be helpful I protecting the intellectual property and rights of the organization on launching the application on web.

System Context Diagram

Figure 1: System Context Diagram

(Source: Created by Author)

Activity Diagram

Figure 2: Activity Diagram

(Source: Created by Author)

Standards

.Php can be considered as a better approach for the development of this website and accessing the highest quality of the user access and interface usability. The web application will have the camera recording and data sharing facilities to the server through TCP/IP network connectivity. APIs will be simple in manner to keep the users known and satisfied with every option available. The supportable graphics will be helpful in demonstrating and incorporating the real world images with the virtual images. Internationalization will be implemented considering the hosting of the application in different countries. Mobile web will allow the users to access the application on the mobile devices and use them efficiently and effectively and in association with these, privacy and security standards will be implemented for the management and sharing of the data and information collected and being shared on the network.  

Service Design

Requirements

Business Requirements

The business is already popular among many customers and it has been continuously evolving however; the organization wants to be in every home and the applied product will be beneficial for the household activities and products. Business requirement is to make the product applicable for every household activities and manage them accordingly. The targeted customers are the users connected to the internet and availing the online service. The business needs to be expanded in various sectors of the different countries considering the maximizing the efficiency and effectiveness of the output.

Functional Requirements

Easy User interface: the API and the display page should be easy to be understandable by the user and the options should be effectively visual through combination of the light and dark colours. The very first page should demonstrate the training of what are the options available and how the user can access the application.

Smooth access: the account creation and user login should be an easy step for the users to be connected with the application and the network of the TODO ltd. The application will be allowing the users to be connected with the application through registering the network by the phone number.

Secured: The network should be capable of keeping the data and information safe and all the information being exchanged in the network should be assuring that the data and information being shared and exchanged on the network are capable of keeping the data safe.

Easy Data sharing: the web application’s major objective is to share the data and information related to the current environment and propose the better selection of the products being exchanged on the network. The network will be connected to the server of the TODO ltd. Company and thus, it should be done in easy manner.

Easy data accessing: the information being accessed by the user should easily accessible by them in manner to keep the complexity much far away from using the application. It should be easily accessed by the user assuring the processing of data and results in an efficient and effective manner.

Management and Operational Requirements

Following are the operational requirements for launching the iOS web application:

Logo: The logo of the TODO Ltd. Company will be much better for releasing the application on the internet. This will be assuring the previous customers to be faithful with the organization and utilize the services.

User account: The unique id should be generated for every user in the database management system and there should be history checking option. This will allow the user to track the record of the history materials analysed through the prosed technology and the places he or she went.

Secure server connections: data breach is always a considerable fact in the field of the website development or any online application that needed to be secured in manner to protect the data and  information being accessed or shared by the user over the internet.

Image processing: this will be the core operational and management requirements those needed to be implemented in an efficient and effective manner.  The entire system will be dependent on the image processing as the collected image will be processed for identifying the respective material and whether the evaluated.

Fraud detection: As discussed earlier fraud is always the concerning objective and thus, this detection system will inform the TODO server and the user whenever any suspicious activity has been identified in the user’s account.

Hosting the application: The application needs to be hosted on the network in manner to be managed and accessed by the users from different places via connecting to the network and utilize the services being offered.

Usability Requirements

Understandability: the user interface system should not have any complexity and users must be able to effectively understand the options and selections available in the web application. The application of the proposed system should be accessed in an efficient and effective manner.  

Learnability: the training and learning manual should be initiated whenever the user access the web application in manner to make them understandable about the processes and option selectcion those could be selected for proceeding with the necessary activity.

Operability: The elements and actions related to the interface must be consistence through the over lifecycle the user continues with the website. Error messages, undo option, customization, and style guide should be incorporated within the developed software.

Attractiveness: The attractively vision is helpful in assuring that the user will stay at the same page and look for more options in manner to accomplish the necessary evaluation and services.

Support Requirements

The supporting tools should be incorporated during the development of the web application in manner to assure that the user will be capable of understanding the facts and what he or she is about to do. A learning video link and training while starting to enter the network would be a better option for informing the user about the options and selections available in the developed web application.

Design Constraints

The speed of the developed application should be higher, the screen will of enough size that can be seen with the naked eyes of the individual. The graphics capability of the developed application should be enough to manage the image processing and visual presentation of the types of material for the captured image. The AI and UI implementation will be enhancing the capacity and capability of the developed application and user experience for better output and real time data processing and producing automated results.

Legal and Legislative Considerations

The web application development does not need any legal and legislative considerations until it is not connected to the network however; connecting to the network and hosting the application will need legislative and legal consideration in manner to satisfy the user that the data is being collected and shared is secured. The legal and legislative considerations will include the hosting policy, usability policy, privacy policy, and boundaries for hosting in different countries.

Service Design Package

Utility Details

The proposed application will allow the users to capture the images of the real world and share them to the network in manner to analyse the type of material used for the development of the image captured object or product. It will allow the users to select the best product that is suitable for the application in the real life.

Maintenance Details

The application will be a paid service and the first subscription will allow the users to avail the services proposed by the TODO ltd. Company. The maintenance and free updates will be provided for first six months and thereafter condition charges will be applied.

Service Model

The WSCM Web Service Component Model will be most favourable for developing the web application that can be hosted on the internet and accessed through the computer systems and mobile devices. The SaaS will be incorporated within the proposed and developed system that will be helpful in getting on demand services without investing on the additional IT infrastructure as this service model will allow the TODO Ltd. To host the application on the web and provide a network for the connectivity. The proposed WSCM will be helpful in developing a centric component model for the development of these proposed mobiles.

Designs and Interface Specifications

The first page will display the registration page where the user would be able to register in the network using the phone number verification and thereafter the options would be available. Rest of the options include the image capturing, which will alternatively open the camera and allow the user to capture the image for identifying the type of material used in the captured product.

Acceptance Criteria

The developed application should be capable of allowing the users to connect to the network in easy manner and process the necessary activities in an efficient and effective manner without any bugs and glitches. The developed applicable should be compatible with the iOS mobile and could be operable in the mobile devices allowing the users to connect to the network and share the data and information to the TODO Ltd.

Procurement Lists

Vendor for hosting the developed application

Software developer

Coding that can allow compatibility with the mobile devices

Outsourcing the hosting platform for different countries

iOS devices, systems, and other mobile devices for testing and monitoring process

Transition Plans

Release and Deployment Scheme

Following are the phases involved in the release and deployment scheme for the developed application:

Phase 1: planning

This is the whole single concerning objective for the deployment of the transition plan that focuses on developing a guidelines assuring that what will be release including and how the deployment would be made into overall production and output of the proposed software.

Phase 2: Releasing testing after building

After the accomplishment of the above phase, the software development team will have to prepare the documentation. Software and other necessary elements considerable for releasing the product. Stringent process can be recommended as the best approach for the accomplishment of this phase of the transition plan. This phase will ensure that the risk level has been minimized to the extent level.

Phase 3: Deployment

The developed application or software the release package can be deployed for the application in the real world that will be ending with the early-life support and hand-off to service operations

Phase 4: closing and reviewing the deployment

After the accomplishment of the above mentioned phases, the release needs to be evaluated and closed thoroughly through feedback gathering or live testing procedures.

Service Validation and Testing

This process and activity will be assuring the validation and test plans those could be carried out to prepare the documentation related to the services those have been changed after reviewing the service transition phase. It will include the utility testing, warranty testing, usability testing, contract and regulation testing, and operational readiness testing.

Build, Test, and Deployment Plan

This will focus on the implementation and execution of the activities necessary for building, testing and deploying the developed software. The above mentioned phases are the crucial factor for the deployment of this management plan. This will be helpful in enhancing the efficiency, productivity, risk reduction, team collaborations, and configuration management.

Operation Plans and Procedures

Event management

The events occurring in the overall lifecycle of the software following activities will be accomplished in the typical event lifecycle:

Event occurrence, event notification, event detection, event logged, event filtering and correlation, further actions including event response, and closing the event. These processes needs to be completed in sequential manner in manner to manage the whole event in successful and efficient manner.

Incident Management

The objective of the incident management include the following:

Service desk personnel that includes incident identification, logging, categorization, prioritization, diagnosis, resolution, closure, and communication purpose.

Incident model tool can also be utilized for the management of the incident that will be helpful in defining the steps, precautions, and timescales for resolution, preservations, and procedures. This management includes five major activities and phases including:

Incident identification, logging, categorization, prioritization and response.

Problem Management

This could be accomplished in efficient and effective manner through accomplishing the following processes:

Problem detection, problem logging, problem categorization, problem prioritization, problem diagnosing and investigation, identification of the workaround for the problem, raising the known error record, problem resolving, problem closing, and problem reviewing.

Request Fulfilment

There are five sub-processes involved in the ITIL request fulfilment that can be listed as firstly, request ‘fulfilment support’ in manner to providing and maintaining the rules, skills, processes, and the tools for the efficient and effective handling of the services. Secondly, request categorization after logging; this allows the user or developer for recording and categorizing the service request. Thirdly, request model execution that will be focusing on processing the service request as per the expected time schedule. Fourth, request escalation after monitoring that will be focusing on continuously monitoring the process status of the outstanding service requests as a countermeasure that can be introduced within the overall event. Finally, request evaluation and closure is the last process that focuses on submitting the request record consisting information related to the quality control before closing the project.

Access Management

Following are the activities those will be contributing in the efficient and effective access management:

Request access, verification, providing rights, monitoring identity status, lagging and tracking access, and finally, restricting or removing rights.

Service Capacity Plan

The aim of this plan is to influence the demands of the customers after understanding the demand of the customers for the provision and the services of the capacity in manner to meet the demands. Following are the activities those are necessary for the capacity management:

Establishing the pattern of the business activity, supporting services and core service packaging, service legal packages, CSP and SLPs, and finally, developing differentiated offerings.

Service Availability Plan

This plan includes various activities those need to be delivered in an efficient and effective manner including reactive activities, and proactive activities those are necessary for delivering all the services matching the enhancement in the current and future needs of the developed system.  

Service Continuity and Recovery Plan

There are five major phases those will be covered during this management plan that includes the following:

Phase 1: initiation that includes the strategy and requirements, business Impact Analysis, requirement analysis, requirements and risk analysis, Service continuity strategy for technical works, and risk response measures.

Phase 2: Implementation that includes organizational planning for the deployment of testing and thereafter walkthrough then overall scenario of the project or event.

Phase 3: on-going operation that includes testing, education, awareness, change management, review and other processes.

Invocation is the last phase that needs to be delivered in this phase of the project.

Configuration Management

The following activities are the crucial phase for the successful deployment of this management plan:

Planning: this will emphasize on explicating the configuration management and change management processes separately.

Identification: “This is essentially creating a complete “inventory” of all the CI’s in the organization’s infrastructure. In this activity, you are essentially recording every bit of data about your CIs that is necessary for effective operations.”

Control: This will include the development of the procedures and policies for the development of the whole program.

Status Accounting and Reporting: documenting the whole scenario and developing the report based on the information collected.

Verification and Audit: this is a random activity that will be helpful in performing the random activities those assure that the configuration being programmed is capable of delivering the necessary output.

Managing Information: “As part of the asset and configuration management process, you need to regularly back up the CMS, keep detailed records about archived and historical CI versions, and take appropriate measures to ensure data integrity across the entire lifecycle.” 

Change Management

Following are the procedures those need to be considered while developing the change management plan:

Request for change review, change planning, change approval, change implementation, and change closure

Future Considerations

The above mentioned activities will be followed in an efficient and effective manner for the development of a successful system that can allow the proposed solution to be effectively established and developed in an efficient and effective manner.

Bibliography

Barafort, B., Shrestha, A., Cortina, S., Renault, A., Mesquida, A.L. and Mas, A., 2018. A Software Artefact to support Standard-based Process Assessment: Evolution of the TIPA® Framework in a Design Science Research Project. Computer Standards & Interfaces.

Chang, V. and Ramachandran, M., 2016. Towards achieving data security with the cloud computing adoption framework. IEEE Transactions on Services Computing, 9(1), pp.138-151.

Dalsasso, D. and de Barros, R.M., 2016, June. GAIA scope: Framework for the project scope management in software development process. In Information Systems and Technologies (CISTI), 2016 11th Iberian Conference on (pp. 1-6). IEEE.

Iden, J. and Bygstad, B., 2017. The social interaction of developers and IT operations staff in software development projects. International Journal of Project Management.

Khan, A.A., Keung, J., Niazi, M., Hussain, S. and Ahmad, A., 2017. Systematic literature review and empirical investigation of barriers to process improvement in global software development: Client–vendor perspective. Information and Software Technology, 87, pp.180-205.

Lema, L., Calvo?Manzano, J.A., Colomo?Palacios, R. and Arcilla, M., 2015. ITIL in small to medium?sized enterprises software companies: towards an implementation sequence. Journal of Software: Evolution and Process, 27(8), pp.528-538.

Marrone, M., Gacenga, F., Cater-Steel, A. and Kolbe, L., 2014. IT service management: A cross-national study of ITIL adoption. Communications of the association for information systems, 34.

Müller, S.D. and de Lichtenberg, C.G., 2018. The culture of ITIL: Values and implementation challenges. Information Systems Management, 35(1), pp.49-61.

O'Connor, R.V., Raisinghani, M., Mora, M., Gomez, J.M. and Gelman, O., 2015. An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part II. International Journal of Information Technologies and Systems Approach, 8(1), pp.69-90.

Ulziit, B., Warraich, Z.A., Gencel, C. and Petersen, K., 2015. A conceptual framework of challenges and solutions for managing global software maintenance. Journal of Software: Evolution and Process, 27(10), pp.763-792.