2806ICT –IT SERVICES MANAGEMENT School of Information & Communication Technology Trimester 1, 2017 Marked Workshop Exercises – week 3 Marked workshop activity for submission in week 3, worth 5% 1. By next week's workshop you are required to submit a short written individual report (500-800 words) addressing the following: 2. Select an ITSM tool that is ITIL compliant, and justify the choice of this tool. i) State the purpose of the tool (1 mark). ii) Using screen shots of the tool, (embedded in a word document), provide a brief example of an appropriate scenario of use indicating which ITIL service lifecycle phase, process or function the scenario relates to (1 mark). iii) Identify and describe the core features of the tool, and whether these features are ITIL compliant (2 marks). iv) Using Gartner's Magic Quadrant for ITSM tools, evaluate the tool in terms of the quadrant's 2 dimensions (1 mark).