IT Service Management

Prefinal Exam

Name:_Cyrille Dominique Dabuco______________________________________________ Date:

05/30/2022___________________

Answer the following questions (5 x 10 points)

1. The executives of an organization have insisted that every request for a new workstation
installation must be carried out with optimal efficiency and effectiveness. What ITIL process is
responsible for achieving this desired outcome? Support your answer.
 For me,The ITIL process that is responsible for achieving the disire out comes is
Continual improvement, because the executive of an organization improving their
service by insisting that every request for a new workstation installation must carried
out with efficiency and effectiveness. So that they can provide smooth service with out
any complicated problema.

2. What is the role of project management in the failure or success of an organizational project?
Justify your answer through an example.

 The role of Projects management is it ensures that every products and services of an
organization was delivered successfully.
 Example: An organization was giving an opportunity to provide the service to a certain
company and they start the project without planning or without any proper execution.
Oneday, due to unproper execution the company has experience a problems and they
reported it to the organization who provides the service but due to without proper
planning they have no idea on how they can provide an action to the problem that can
result of failure of projects. If the organization wants a successful project they must
create aplan first before they execute the project.

3. Why do changes become beneficial, and why does it become risky at times? Cite an example.

 Changes will become beneficial if that changes improves the project and services of an
organization with efficiency and effectiveness. The changes will become risky if they do
a changes with out any prior knowledge or plan.
 Example. In an Telecom Company such PLDT they want to improve their internet service
by upgrading their connection with the use new technology. but with lack of knowledge
about the changes they do. They experience some problems that can affect their
customers not only for their customers but also for their service also.

4. Why is problem identification important in service management practices? Cite an example.

 We can not avoid problems in a service or every services can encountere a problem. Problem
identification was important in an service management practices because it is use to monitor
the problem or incident of the certain company or organization. Also, by indentifying a problem
is important, because through this the company can easily provide a solution to a problem.
 Example. An IT company has experience the problem with the used of problem identification
they know how the problem occurs. When to reports they can easily provide an action to the
problem with out any over-complicated solution.

5. What is the relationship between measurement and reporting to change management? Cite an
exexample

 The relationship between measurements and report to change management is they are both
forcus on how manage the member of the organizations. Because in measurement and
reporting is the organization collects the various data to achieve the organization objectives.
While change management is it aims to ensure that every organization has a clear and relevant
objectives.

 Examples. The organization needs to monitor and report the changes that they do, so that they
have some data if ever they review those changes they do.