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NJMVC IT Operations and Change Enablement

Use the link above to answer all the questions in the outline. Please read questions carefully to understand the question context and be sure you answer in such.

Report Outline:

a. Service Availability

Assume the Director of IT Operations claims that NJMVC systems and applications hosted at the NJMVC Data Center have been available 100% of the time over the last 12 months (7/1/2020 – 6/30/2021). However, a network outage by the NJMVC’s Internet service provider (ISP) on 12/15/2020 at 12:01 am prevented access to all online services until the ISP restored access 12 hours later at 12:00 noon the same day. A similar ISP outage occurred for 9 hours on April 13, 2021. 

  1. What was the actual service availability of services for the period 7/1/2020 – 6/30/2021?
  2. What was the reliability measure MTBSIfor the same period?
  3. What was the reliability measure MTBFfor the same period?
  4. What was the maintainability measure of MTRS for the same period?
  5. If the Commission publishes a 99.9% availability in a Service Level agreement (SLA), was this met for the year?
  6. How many minutesof downtime per month are allowable before this SLA would be breached on a monthly basis? (Note not all months have the same monthly minutes.)
  7. What is the purpose of the ITIL availability management practice?

b. Change Enablement


Consider the context of IT services at the NJMVC.     


1.Standard Changes

    1. Pick an IT service. Identify the service and its outcome.
    2. Give an example of a standard change for this service.
    3. Describe the nature and reason for the change.

2. Emergency Changes

  1. Pick a different IT service than used above. Identify the service and its outcome.
  2. Give an example of an emergency changefor this IT service.
  3. Describe the nature and reason for the change.

3. Normal Change

  1. Pick a third IT service different, from the two used previously. Identify the service and its outcome.
  2. Give an example of a normal changefor this service.
  3. Describe the nature and reason for the change

4. Assume you are the CIO for the NJMVC. Explain how you would design the change authorityfor each of the change types and examples above.


5. What is the purpose of the ITIL change enablement practice?


Consider the IT service that enables the business process of renewing a vehicle registration online through the NJMVC website.  (If you have never done so, review the information available on the website for vehicle registrations.  If you need to make reasonable assumptions to answer the questions below, state them clearly.)  The questions below are in the context of this IT service and your answers will demonstrate your understanding of ITIL terminology and the ability to apply it to an organizational context.

  1. Give two distinct examples of eventsthat would have significance for the management of the IT service. The two events should be of different types.  Explain the type of each event.
  2. Describe two distinct examples of service requeststhat might be made in regard to the IT service. What should the SLA be for handling each service request?  Which of your service requests would benefit from a request model and why?   
  3. Describe two distinct examples of incidentsthat might affect the IT service. Explain how and why you would categorize the urgency, impact, and priority for each incident.
  4. Give an example of a problemthat could occur for this IT service. Describe what would be put in a problem record that is created. At what point would a known error record be created?   
  5. What is the idea of a request model, incident modeland problem model? What purpose do they serve?

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