Prepare a journal that records your activities and progress related to completing this assignment. In date order, clearly list the following: ● Date of research activity/discussion ● Web sites visited to collect information; other references accessed ● Time duration of the activity Submit this journal as an appendix to activity B. Any references to web pages and online documents, such as white papers, should be listed at the end of the journal. Activity B: Case study (max 7,500 words) 90% Structure, presentation and introduction 10% Your report should include a letter of transmittal, executive summary and introduction to the report. Part 1. Importance of vendors for ITSM implementation at Vodafone Ireland 15% Explain why it is important for Vodafone Ireland to have a good partnership with its vendors HP and Perform IT for successful ITSM implementation. Part 2. Service Transition 20% One of the core goals of service transition is to support the change process of the business. In ITSM, three processes: change management; configuration management; and release management play critical roles in service transition. How do you think these three processes are implemented at Vodafone Ireland? Provide examples of the use and integration of HP BSM applications in order to facilitate successful service transition at Vodafone Ireland. Part 3. Service Operation 20% Service operation phase in ITIL is responsible for management of the technology required to provide and support IT services. The case refers to several applications and tools from HP being used to correlate events that links IT infrastructure to service performance. Discuss CIS5308 Management of IT Services 2015 Sem 1 Major Assignment 2 4 © University of Southern Queensland how end-to-end and integrated ITSM applications have enabled Vodafone Ireland to shift their service operation activities from a reactive to a proactive service management in a year. Provide references to the ITSM applications used and examples of process metrics belonging to the incident management and problem management processes used in service performance measurement. Part 4. Continual Service Improvement 15% Vodafone Ireland presents a CSI workflow that worked for them: (1) re-align IT operations group to ITIL processes; (2) create meaningful service KPIs to measure service performance; (3) adopt an end-to-end service surveillance strategy using an integrated ITSM solution (HP BSM 9 software in the case); and (4) monitor and improve service using technology, process and service metrics for service measurement. How did this CSI workflow enable successful organisational change at Vodafone Ireland? Discuss the role of metrics and reporting in CSI. Part 5. Conclusions and Recommendations 10% Provide a summary of your findings and make recommendations to other IT service providers about improving customer satisfaction from IT services, reflecting the positive experience showcased in the case.