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Information Technology and HBZS

Case study of the HBZS mining rescue services.
 

In this report, the case study of the HBZS mining rescue services is given. HBZS is the medium business sized organization that provides the rescue services underwater, in the fire and in the un-breathable places. HBZS is the company that works 24 *7. There are 26 members of the team who work 24 hours in the seven days. IT department of the HBZS wants to adopt the ITIL that is information technology infrastructure library. ITIL provides an effective framework for information technology management. This report is prepared to submit to the manager of the OKD, HBZS mining resources for the future improvements of the ITSM at HBZS. OKD HBZS is the mining rescue service providing the company that is a joint stock company. There is case study given for HBZS by the IT manager of OKD, HBZS. The manager of the IT department is MR. Gurny, who has a vast experience in the information technology department.

Information technology is the term used for the implementation of the computer network so that the data processing can be done. The information technology is also used for developing the computer network for the communication over a network. It includes the hardware designing and also used for connecting the separate components. Information technology is used for developing the software efficiently for the data processing. Information technology is the term which is mostly using in every organization for creating the network for the data processing. In OKD, HBZS, information technology is widely used for managing the services provided by the HBZS mining rescue service providing organization (Akram and Singh 2016).

HBZS provides not stop emergency rescue service over long years.  OKD, HBZS is a joint stock company and the main company or the sole holder is OKD, HBZS works under OKD. OKD is the only hard coal producer in the Czech Republic and HBZS provides the mining rescue services to OKD. The primary responsibility of the HBZS is to provide the rescue work from the underground environment such as underwater and the un-breathable environment such as the smoky environment. The main responsibility of HBZS is to rescue the man and material also. There is a permanent team of twenty-six experts appointed in HBZS for the rescue work who are on call on the headquarter of HBZS permanently (Borghoff et al 2013). This team works 24 * 7 and after the seven days, they are rotated and the other experts work for that week. There is an additional reserve of the eight rescue experts who can reach to the headquarter within one hour on call. HBZS provided the 384 rescue work in 2014 and that time rescue team worked approximately 15,500 hours. At the top of that, the rescue team of HBZS provided the 2520 non-emergency rescue works in 77,368 work hours.

The IT department of the HBZS is the internal information technology services provider. The main role of the IT department is to support the activities of the rescue team and to assemble the correct configuration of the staff. The internal information system of this company is based on IBM Company. Around 184 employees are working in one headquarter and there are ten branches of HBZS mining Rescue Company (Al Mourad and Hussain 2014). HBZS wish to adopt the ITIL again so that the services provided by HBZS can be improved. HBZS has chosen the tool based approach at the first time to support the structured process.

HBZS Mining Rescue Services and Role

Mr. Gurny wishes to improve the ITIL services so that ITSM can be improved and HBZS would be able to provide the better services. In this report, the proper description is given that a new ITIL should be adopted or the first ITIL process can be improved. On the basis of the case study, a correct suggestion is explained in this report to the IT manger to OKD, HBZS.  All the phases of the ITIL process is described here and the solution is given in this report based on the issues occurred in the adoption of the ITIL. The transition process of service will also explain in this report. The transition is the term which is used for the change and managed under the ITIL service. The service transition process is implemented on the basis of the information technology infrastructure library. The ITIL is the term used for managing the services if information technology. The proper description of managing the ITSM is HBZS mining rescue service providing the company is given in this report (Davenport 2013).

IT is the information technology which is used in every organization for managing the software services. The scope of the information technology is very large as it is used in every organization for managing the various services. 

ITSM will help to identify the problem of the company and it is important to resolve the problem of the company which is facing by this rescue mining organization. The processes and the technologies over the tools used to the company for providing that particular services are also inspected. The services can improve by using the information technology service management as it is helpful to reduce the cost and to provide the efficient services at less cost. The manager of HBZS is advised to choose the partners carefully. The partner to work with can be chosen carefully. An additional process needs to be adopted in this mining rescue service company. ITIL is useful to improve the ITSM that is very important to implement the Six- Sigma that is very useful to improve the customer satisfaction level. ITSM is all about to implement the strategy to fulfill the requirements of the customers.

  • ITSM can form the service desk functions and supports the direct activities of HBZS.
  • ITSM will help the company to exploit the potential and the traditional view of the ICT (information and communication technologies).
  • ITSM will help the HBZS organization to align IT services with the needs of the business and IT activities also aligned to support the business needs of rescue services.
  • If, IT, service are implemented and maintained in a proper manner then this mining rescue organization will be more successful and it will suffer from less disruption and it will be helpful to reduce the hours of operation and the cost of the operation will be decreased (Kellermann and Jones 2013).
  • Information technology service management is necessary to understand so that the information technology processes can be understood and the proper ITIL processes can be implemented.
  • ITSM will help the service provider to understand the services provided by HBZS. ITSM will help this company to manage and deliver the service on time.
  • ITSM is also important to let the customers understand the importance of the services provided by this company so that the managers of the company can facilitate the services outcomes of the customers.

When the term comes to the information technology service management then a question is arise that how the information technology services can improve. ITIL is the information technology infrastructure library that is set for the ITSM that is information technology service management. ITIL is the set of the practices that helps to focus on the needs of the business. It is the practices for the information technology service management which are carried out to fulfill the needs of the HBZS. ITIL is adopting by the HBZS to fulfill the information technology needs.

ITIL is the developed to categorize the services of the information technology such as planning, selection and delivery of the services. The aim of ITIL is to improve the working efficiency and to achieve the predictable service level. ITIL is very necessary for the business that enables the information technology to work in coordination. The main aim of the ITIL is to achieve the services level that is predictable. It provides a back end support but mostly enables the IT to work in coordination with the HBZS business. The guidelines of the information technology help to improve the action and the expenses of information technology to the business needs and also help to fulfill the business needs (Ricciardi et al 2013). ITIL is very important to change the business needs into the business grow direction. ITIL is the best way to manage the IT services in business so that a business can grow and the best action can be taken for the success of the business. ITIL is in demand these days because the data centers are adopting more geographical architectures. ITIL is adopting by HBZS to take the flexibility in the business and the unwanted differences in the process of the rescue can be reduced. The manager of HBZS recognized the importance of perceiving IT services. 

ITSM and ITIL

In this report, the proper suggestion to the IT manager of OKD according to case study of the HBZS mining rescue services is described in detail. OKD is the parent company of the HBZS  and it is in a joint stock partnership with HBZS that is the medium business sized organization that provides the rescue services in dangerous environment where to take breathe is not possible such as at the fire place and at the other un-breathable places. ITIL is the software structure that is used in HBZS to maintain the ITSM and to provide an effective framework for information technology service management (Flexer et al 2012).

The manager of OKD IT department is MR. Gurny who has a Gurny is given in great knowledge in the information according to the case study. The main responsibility of HBZS is to rescue the man and material also on emergency call request. All the workers of HBZS are always ready to handle an emergency service. This company provides its services 24*7. HBZS adopted ITIL and implemented six services for improving the mining rescue work. They implemented only technologies but did not pay attention to maintaining the ITIL infrastructure so that they met with some disasters. The process to improve the ITSM is described in brief in this report. The nature of the IT and the need to be aware for the IT is also discussed. In short, it can be said that this report shows all the facts and issues in OKD, HBZS due to the lack of information technology service management (Roche and Teague 2012). Due to the lack of services management, only new services are implemented but they did not pay attention to maintaining the old technologies and services which are used in HBZS. Mr. Gurny wants to improve the ITIL services so that ITSM can be improved and HBZS would be able to provide the better services. Therefore, the proper suggestion is given for the improvement of the ITIL and the ITSM as well.

There is the lack of service management is find in this case study. The new technologies are developed by using ITIL but the old services are not improved. There is a need to improve the ITIL services and need to use the transition processes properly. Transition processes are used for the improvement of service so by using the CSI process, the ITIL frame work and ITSM can be improved in HBZS.

The IT manager of OKD advised using the ITIL transition processes so that services provided by HBZS can be improved and the quality of the services can be enhanced. All the guidelines of the CSI (continuous service improvement) discussed above should be used by MR. Gurny to improve the ITSM (Information technology service management). The conclusion is that old ITIL process can be improved by using the ITIL transition process. There is no need to adopt the new ITIL for the service management of the IT. 

References:

Akram, F. and Singh, H. (2016). Information Technology Service Management for Cloud Computing. International Journal of Advanced Electronics and Communication Systems, 5(1).

Al Mourad, M.B. and Hussain, M., 2014. The Impact of Cloud Computing on ITIL Service Strategy Processes. International Journal of Computer and Communication Engineering, 3(5), p.367.

Al Mourad, M.B. and Johari, R., 2014. Resolution of challenges that are facing organizations before ITIL implementation. International Journal of Future Computer and Communication, 3(3), p.210.

Baumann, C., Elliott, G. and Burton, S., 2012. Modeling customer satisfaction and loyalty: survey data versus data mining. Journal of Services Marketing, 26(3), pp.148-157.

Böhm, E., Eggert, A. and Thiesbrummel, C., 2016. Service transition: A viable option for manufacturing companies with deteriorating financial performance?. Industrial Marketing Management.

Böhm, E., Eggert, A. and Thiesbrummel, C., 2016. Service transition: A viable option for manufacturing companies with deteriorating financial performance?. Industrial Marketing Management.

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[Accessed 27 February 2024].

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