LO1: demonstrate a critical awareness of the importance of IT service management and the need for organisations to ensure that effective processes are in place to manage the significant investment in IT infrastructure ● LO2: demonstrate an awareness of the nature and contribution of the IT Infrastructure Library (ITIL) and ISO/IEC 20000 in providing good practice frameworks for IT service management ● LO3: demonstrate the capacity to comprehend and evaluate the objectives, activities and associated roles and responsibilities to enable effective planning, management and improvement of IT service processes. ● LO4: apply the international standard for IT service management to case studies including the IT service strategy, service design, service transition, service operation and continual service improvement. Requirements This assignment is an individual assignment, therefore you cannot work in a team for this assignment. Submit your assignment individually. One case study article is provided on OKD HBZS Mining Rescue Services. For the purpose of this assignment, assume the role of a consultant who have been hired by HBZS to contribute to a review of IT Service Management at HBZS. You will prepare a report for Mr Tomáš Gurny, the IT Manager at HBZS. Refer to the marking criteria for details of mark allocations. Note: the word count does not include letter of transmittal, executive summary, references or appendices. USQ has a licence for Turnitin software. This online software enables students to check their assignment prior to submission. I encourage all students to use this facility to avoid allegations of academic misconduct from unintentional plagiarism from internet sources