Activity A The research has been set about the IT service management and the goods practice framework from the month of April as I was interested in checking out how the organization is able to provide a better standard and improved approach to the discussions as well as the different activities. For this, there are some of the information and the websites which were collected. One of the best website which could help me was https://www.cherwell.com/products/it-service-management/itil-processes/essential-guide-to-itil-problem-management It could help me detect the problems that are set in the system along with the different processing of the service tools. The research has been on how the tools were able to effectively work over the standards of web pages. The difference between the portfolio and the catalogue in ITIL process could be highlighted through http://www.bmc.com/blogs/service-catalog-vs-service-portfolio-whats-the-difference/ where the focus is also on working with the roles and responsibilities. The time duration of the activities was different where the strategy could be analyzed in 7-8 days with detailed analysis, with the focus on the best tools that are for the portfolio management that took me to check another week and the other parts as well. Activity B Introduction The case study is mainly about the service portfolio implementation project at NNIT, where the focus is on the pharmaceutical company where the focus is set on the Denmark leading IT service providers. The rapid growth includes the IT operations divisions to prioritize a Spinal Cord of Operations. The outcomes of the case are the central overview of the services with the minimized variation that has been set in the service and the agreements, anchoring the forms with the clear relational forms. There is a great transformation from the internal IT department to the external IT service provider for the employees who have been set to expand mainly on the teams that deliver the services to the different customers. NNIT service portfolio helps in the management of the application management where the services are also set to meet the same framework and the implementation where there is a proper set for the presales, bid office and the account management. (Ahmad et al., 2013). The areas are benefitted from the service portfolio with the integration that has been set with the other corporate systems. the service portfolio includes the cross-referencing, where the service entity has been set for the unique ID and the sales, invoice and time registration along with the KPI reports, resource allocation. Importance of ITSM at NNIT The IT Service Management is important for handling the problems to minimize the impact on the organization and prevent the recurrence. The problem management also impacts the attempts where one needs to find the error in the IT infrastructure that is mainly causing the problems and then contributing the problems and the incidents that the users tend to have. The organization need to work on the management of the services with the incidents and restore of the services using the incident management plan. There are different plans that are set under: Designing the service portfolio framework which has been set for the establishment of the different templates like the planning of the service and the service catalogues. The identification of the structure and then describing the IT services for the population of the service portfolio and establishment of the service catalogues. The service governance and the processes are set for the management which also includes the strategic development of the IT services, management of the IT services for the finance.(Bovim et al., 2014). The organizational change of management. It has been seen that the ITIL Service are important for the service portfolio which includes the application management that has been mainly to incorporate the services into a framework. The standards are set with the establishment of the different source of information that includes the approval of the services with the descriptions that are based on the transparent cost models with the forms that include the pre-sales bidding office and the management of the accounts. The ITOS is including the right direction with the scalability and the service standardization through the catalogue which is set with lesser variations between the agreements. The ITIL process is also to make sure that all the problems are identified which includes the relevant details to work on the organization, where ITIL does not provide with any exact methods rather there is a structured framework. The detection of the problem could be set through the different way, where the incident reports and the incident analysis is mainly for the automated detection of the event management tool. The problem is detected with the incident report and the ongoing analysis, mainly supported by the automated detection and event management tool. The service desks have been resolved by the incident with the underlying root cause of problem records. NNIT also works on the categorization and prioritization of the relevant details including the time, data and the user information, description with related configuration items. The investigation and diagnosis is based on the Known Error Database which includes the resolutions and the recreation of the failure to determine the cause. (Cortin et al., 2016). There are temporary fixes where the user experiences are set with the management of the problems to create records with the associated Request for Change that will raised. The review is based on Incident and Change Management which includes the service delivery life cycle where the focus is on the resolving of the problem is through the service validation and testing process or the suppliers. ITIL process The ITIL is important for the proper framework with the public and the private organizations that are for the alignments of the IT services. For this, one needs to match with the service strategy, service design, transition, operation and the continual service improvement. The ITIL works on the problem management which is the critical process to work in the Service Operations publication. The service operations are important for the procedural life cycle, which focus mainly on the delivery and support of the services, value to the business, customers as well as the users. They also ensure that there is an agreed level of the services and quality that is achieved or surpassed, when there is a setup of the Incident Management, problem management, fulfillment of the request, event management. The Problem Management works on handling the increased service availability with improvement in the service standards and decreased time for the problem resolution. There is a need to check on the ITIL process and the technology that will minimize the chaos and work on the effective incident management tools that also includes the common interface, with accessing all the knowledge that has been important for the configuration of the management information and interaction with the ITIL processes. The ITIL does not provide any organization with the methods of adopting the problem management rather there is a structured framework that needs to be adjusted with the individual business needs and constraints. The adjustments are set with the process to support agility and demonstrate the value of business to help the organizations in competing in the market space.(Iden et al, 2014). There are other ITIL process which works on the management of the configuration, service level, availability, capacity, event and the service validation with testing. There are forms and the roles that include the effective resolution of the problem management with the responsible for the acting as the personal responsibility for the resolution of the problems. It is important to make sure that all the problems are resolved with the SLA, where the closure of the problems and the coordination is important for the review of the problems. The act is based on the solving of the problems which are mainly set through the internal technical support team members. Phases Process Transition Importance Goal Service strategy Decide how to serve the customers From the assessment to the needs of the customer and the market place Helps in determining the organization to offer the capabilities with the need to develop and think. Focus on thinking and acting in a proper strategic manner. Service design Designing a better and a new IT service. The designing of the new and better services. The improvement in the forms of the services. The setup of the different changes with the services of the design. Owns the part of ITIL V3. Transit For building and setting the deployment of the IT services. The service transition for the change in the services The management is set in a coordinated manner. Operation For the handling of the IT services with the effective delivery of the process. The fulfillment of the requests of the user. The resolving of the failures of the services and then fixing all the problem. Carrying out all the tasks in unique operational manner. Continual Service Improvement The usage of the methods from the management of the quality in order to work from the past success to the failures as well. The improved forms of the processes which works on aiming for the improved efficiency patterns. In line with the continual improvement with ISO 20000 Important for working on the service improvements. Service Strategy The service catalogues are set for the listing of the products and the services which are for the IT departments set in the offers. This includes the hardware and one can easily provide to install and work on the applications with the software offered. There are users to tend to log in and work on selecting the services that are needs, with the requests that are made for them. The streamlined approach is where the users tend to interact to help with the help desk and then serve them as a tracking system for the user requests. (Miller et al., 2013). The forms are set with the progress where the help desks are for getting the requests which needs to be taken care of. With this, there are catalogues for the comprehensive lists of the products and services which are for the different category of the products. It will also help the users to work on the larger catalogue range. The characteristics are set with the ranges with the different lists of the items that are found to be in the system. The service portfolio is consisting of the lists of the IT products and the tools where the services are for handling the products for the upcoming times, with the offers. The instance is the machine of the Windows 10 where the service catalogue would be able to list the Windows 10 as the best option, and the portfolio is set with Windows XP, 7 and 8. (Koschminder et al., 2015). For working on the better NNIT department, there is a need to check on the requirements of the system, where one might not be needing to list the products and the services that have been retired mainly due to the users who might insist on getting the access. Hence, for the better standards for the service portfolio, there is a need to check on the historical perspectives where the company works on heading and developing towards the organization in the future. The issues are related to the budget, judgement of the user interest in the new technology and the platforms. The generating of the excitements is for the projects, where it is acceptable to handle the standards with the realization of time and effort. The organization need to manage with the service catalog and the portfolio which is set when the user based has come from the IT department. For the NNIT, there are different service contract terms that have been set to determine the needs with the technicians to the sales. The catalogue is set for the layout where there are higher levels of the structure that will help in the setting of the architects to fulfill the task in a proper manner. For the NNIT, the organization need to check on the published formats with the different service packages that will help in the proper descriptions and the predefined service packages. (Renault et al., 2015). The management team has to check on the framework, where the portfolio is set due to: ⦁ The management of the roles and the responsibilities with the description that helps in the formulation and describing the initiatives with the request for the new service and demands. Here, the designing is based on working over the requirements for the retirement and the subsequent closures. There are ITOS management and the approved cases that are granted with a proper funding to proceed with the development activities. ⦁ The standards are set with the management of the contacts where the service owners need to check and make sure that the data of the portfolio is through the relevant services which needs to be upto-date. The performances are related mainly to the service catalogue standards. ⦁ It is important to make sure that there is a proper management of the commitment and the dedicated resources in NNIT. This will help in improving, expanding and setting the framework for the better growth of the IT business improvements. The roles are mainly dedicated to the forms where the facilitation is to implement and work towards the sense of ownership for the improved service of the IT standards.(Picard et al, 2015). ⦁ The creation of the common service language with the proper setup of the ITSM language that will help in detailed and defined structure by the different appointed service owners. The vocabulary is set to include the service, packages and the utility with warranty. The complicated issues are mainly in between the portfolio and the catalogue. The ITIL framework is set with the creation of the language that is set around the services with the adaption and the modification, mainly to reflect on the culture of the organization. Service Portfolio Tool With the setup of the requirements, there is a need to evaluate on how the vendors are contacted in and outside Denmark. For this, there are tools which are for the management of the service request catalogs that is for handling the system functionalities. In 2010, it has been seen that there are no ITSM tools which work on the functionalities for the support of the management with the service portfolio. The designs are set in a way where there are simple forms to the SharePoint repository processes with the Microsoft Word templates. The check is on how the in-house SharePoint developers are able to create the service portfolio managers. (Shreshatha et al., 2014). For the portfolio management, there is a need to record and track the incidents mainly to manage the workflow. Hence, for this, there is a need to check on the improvements with the fixation processes that will help in creating and maintaining a proper knowledge base. Here, there are standards which include: The FreshService This is based on handling the availability management with the focus on designing the features with the reviews and the tests. The process is based on the setting up of gamification process with easy integration set with Bomgar. One can easily remote the support and built in the process to measure the productivity of the staff, SLA compliance and the ticket flow. The checklist is set with the focus on configuration management, contract and the self-service portal. There are dashboards for handling the scheduling of the capacity with the management of the regulatory standards that have been resulted from the requests. (Sekhara et al, 2014). JIRA Service Desk There is user friendly ITSM software which includes the forms where one offers the workflow of the mapping and issuing the track of engine with the collaborative agile development, capabilities that includes the Kanban and Scrum boards. There are agile development capabilities with the advanced reports to create and maintain the base of the knowledge. This includes the forms where the tool of the company is based on using the different applications that has been designed for showing the tasks pending to help in keeping a proper track of the sprints. There are IT Helpdesk tickets that are for the sales, service and the other facility maintenance of the system. Agiloft This has been set with the forms to customize the help desk with the customer service and the knowledge management software. The admins can add the logos with the customization of the colors, headings and the tabs which are for creating an unlimited number of the customized workflows, rules of the business, tables and the relationships. The configuration is faster with the implementation of the availability management, problem, incident to check on customization of the needs. (Shreshtha et al, 2013). The billing staff has been responsive forms with the positive attitude where the professional depending upon the service oriented teams. The billing with the Agiloft has been completely transparent and fair. ITIL service strategy works on helping the organization with understanding the merits with the marketing driven approach. The success of the organization need to deliver and support the services to encourage the practice of service with the management of the IT services. There have been management processes which includes the form of the service portfolio management that governs the resource investment, with maximized values to the business. The management of the risks and the costs is set to evaluate the services which includes the monitoring of the services in the pipeline with the services for the designing, development and the testing. Here, the operational parameters are based on monitoring the sets to make sure that all the returns are set with the processes to make sure that there is a retirement and the preservation of all the important records and assets. (Tanovic et al., 2016). The management is mainly involving the Continual Service Improvement Process where the service designs are set to handle the overall responsibility with the management of the different service descriptions and the documentations. There are continual processes which are for the importance set with the discussions to help in understanding about the ITIL V2 which is not available. The ITIL V3 is for the service design and for the sections on the Continual Service Improvement Process. The objectives are based on improving the services and the standards for the service portfolio where the information is set to standardize the activities and procedures to make sure that there is all the relevant information that is set for the delivery and support. (Thaler et al., 2014). Conclusions and recommendations Hence, with this, it is important in NNIT to make sure that all the processes need to be handled through the dedicated roles and the functions. for this, there is a need to check on the different improvement of the IT services which need the people allocation in the organization. The forms are set with the maintenance of the service portfolio with the check on creating a common service language with the adoption of the ITSM projects that will help in improving the setup of the system with defined and structured services. The framework is based on the organization to develop and check on the diversity of responses. (Winkleret al., 2013). The best recommendation is to check on the mistakes, where the different service data model and the catalogues are set for the preparation with the ITIL standards for different methods and the frameworks. The evaluation is based on the start of plan with improving and expanding the system standards. With the ITIL, there is a need to check on adapting and modifying the reflects of the culture with the internal, external strengths. A proper check on the issues will help in determining the aligning systems that are mainly for the teams into the cost drivers where the ITSM team is to convert and merge the service packages with certain elements of the costs.th description is based on the challenges and the standards to focus on the challenges related to the ITSM and the costs perspectives. 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