AICT008-4-2-ITOM Group Assignment Asia Pacific University

Table of Contents
1.0 Introduction ............................................................................................................................................. 2

2.0 Business Requirements ........................................................................................................................... 3

3.0 Current Issues within IT Service Management ....................................................................................... 4

3.1 Roles and Responsible ........................................................................................................................ 4

3.2 Procurement process ........................................................................................................................... 5

3.3 IT Operation policies .......................................................................................................................... 5

3.4 Project Management Monitoring and Reporting................................................................................. 6

3.5 Helpdesk Support ................................................................................................................................ 8

4.0 Proposed Solution ................................................................................................................................... 8

5.0 Helpdesk solution.................................................................................................................................. 10

6.0 Two Issues to be address first ............................................................................................................... 11

7.0 Conclusion ............................................................................................................................................ 12

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

1.0 Introduction

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

2.0 Business Requirements

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

3.0 Current Issues within IT Service Management

3.1 Roles and Responsible

In Scottish Children Hospital (SCH), there are many different roles handled by different
kind of SCH member. Everyone works together with the common goal of helping children to get
a better life during their childhood. In SCH, there will be medical doctor, nurses, pharmacist,
surgeon and many different members in SCH. For medical doctor, their role is to manage the health
of child, including physical, behaviour, and mental health issues. They are trained to diagnose and
treat childhood illnesses, from minor health problems to serious diseases. They have an education
that gives them special skills to take care of child's health. For nurses, their role is to provide health
and medical care for children from birth through their late teens. These nurses provide expert care
to the child while working with the family to address their concerns, fears, problems, and options.
However, the ten most important tasks included in a general children hospital nurse’s job
description, as identified in a study conducted by the National Certification Board of Pediatric
Nurse Practitioners and Nurses (NCBPNP/N), (predecessor to the Pediatric Nurse Certification
Board (PNCB)) include identify changes in a child’s signs and symptoms and intervene in
emergent situations, maintain privacy and confidentiality in nurse/child relationships, differentiate
between normal and abnormal physical findings, serve as a child advocate, participate in activities
to manage a child’s pain, analyse situations to anticipate pathophysiological problems and detect
changes in status, administer medication using age-appropriate guidelines, determine a child’s
needs related to pain management, evaluate a child for signs and symptoms of abuse and lastly
provide supportive care to dying children. For pharmacist, they are responsible for ensuring that
the medications prescribed and dispensed to all pediatric patients are safe, effective, and in a form
that is friendly for children, such as flavoured liquids instead of tablets. For surgeon, they are
primarily concerned with the diagnosis, preoperative, operative and postoperative management
of surgical problems in children. Some medical conditions in newborns are not compatible with a good
quality of life unless these problems are corrected surgically. These conditions must be recognized
immediately by neonatologists, pediatricians and family physicians. Children hospital surgeons
cooperate with all of the specialists involved in a child's medical care to determine whether surgery is
the best option for the child.

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

3.2 Procurement process

Issues that can be identified from the process of hardware and software purchasing is not
clear including the SLA (Service Level Agreement) is that first and foremost, cost will be
increased. Procurement process reduces cost by leveraging volume and having structured supplier
relationships. Without it, paperwork, rework and errors would occur and requires cost. Besides
that, another issue would be off-track spending. Procurement process provides centralized
tracking of transactions that enables complete reporting on items purchased, requisitions, order
processes and payments created. Lastly, unstable control is also one of the issues. Procurement
process ensures correct level of authorization by standardizing approval processes and formal
workflows. Without it, controls would be messy and out of hands.

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

3.3 IT Operation policies

An IT Department conducts and describes the processes that are used by the company to
successfully complete IT operations. Policy applies to all staff including part-time, intern and
contracted staff. The policy covers the Usage of IT Operations Policy which includes computers,
devices, and networks. The purpose of IT policies is to provide IT infrastructure that enables user
to identify objectives and improve performances. At the same time users will get to understand the
business environment. Other than that, the policy allows users to preserve information such as
cooperate resource. To ensure these polices remain relevant, some extra measures are taken such
as the BYOD policy or better known as Bring Your Own Device policy. The BYOD policy allows
employees to use their own computers or other devices for work purposes. This policy saves the
company a lot of money as the company does not need to spend money buying computers or other
devices for its employees. This also increases satisfaction and happiness of employees working at
the company. Productivity is boosted due to the comfortability of employees using their own
device. Another policy that should be implemented is the AUP policy or commonly known as
Acceptable Use Policy. This policy is a set of rules applied by the owner of a network that restricts
the ways in which a system or website should be used. It’s more of a guideline as to how it should
be used.

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

3.4 Project Management Monitoring and Reporting

There are three main problems regarding of this issue in Scottish Children Hospital (SCH) that
leads to difficulties of managing and keeping all records in manual ways. The problems is as
below://citation,ref

i. Data Redundancy
The hospital might have a great chance of losing the records because the hospital needs to
deal with numerous of records such as patients records, staff records, medicine records and
even equipment records as they fill up all the records manually which is using papers. If
this matter continuously happen, then the staff need to redo the records and therefore there
is a high possibilities of having data redundancy if the staff find the missing records
somewhere and this will leads to inaccurate of data since the records will have two records
for one person and the staff might missed to update the old records to the new records. The
hospital need to have the monitoring tools so that they can monitor all the records and
reduce data redundancy.

ii. Time Consuming

The problem stated above will leads in consuming time of finding the missing records if
the authorities asked the staff to search the missing records instead of redo the records and
still, it will consume time if the staff need to redo the records. So, this problem will affect
in both ways of solving the problem above. On the other hand, staffs’ attendance records
in manual ways also will consume more time for them to sign the attendance in papers.
This will delay them in preparing the equipment or even handling the patients’ medicine
or their daily care. It would be great if the hospital have the reporting tools for staffs to
report their attendance.

iii. Cost
The cost will be higher if the staff needed to redo the missing records as they need to use
more papers. Besides that, it will be more expensive to support and keep the records up-to-
date because it give a developers a hard time and more work to updates the records and do
some maintenance.

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

3.5 Helpdesk Support

Helpdesk Support is very important to countless of companies and businesses. Without it, issues
such as extended working time would occur. In-house employees are free to focus on more
profitable venture by having helpdesk support that takes care of all the company’s technical
problem. Without a helpdesk support, employees need to extend working time to do multiple tasks.
Furthermore, slow problem resolution is also one of the issues. Employees do not have to search
blindly around with equipment by having helpdesk support that can access company’s computer
systems remotely and fix problems themselves. Another one of the issues is limited hours
support. Helpdesk support provides customers with assistance even after closing time as most
business usually opens from 9 to 5 office hours. Without it, customers would have not be able to
receive responsive support after working hours as problems can happen any time.

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

4.0 Proposed Solution

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

5.0 Helpdesk solution

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

6.0 Two Issues to be address first

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AICT008-4-2-ITOM Group Assignment Asia Pacific University

7.0 Conclusion

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