Terra Firma’s Case Study Essay Examples

[Student’s Complete Name]
The ITSM process is continually ensuring that practices of IT Governance is update and in line with the current standards of IT service management. In the ITSM process that is shown in Exhibit 5, activities such as the expansion of the Steering Committee’s role that allowed the inclusion of decisions on IT architecture, infrastructure, and prioritization of business needs improved the synchronization of IT services and important corporate goals (Weill & Ross, 2004). Also, the expansion of the Steering Committee’s mandate on IT governance gave birth to improved architectural standards that encourage the deployment and management of applications on the company’s IT infrastructure. Looking at the ITSM Process of Terra Firma, what really makes its service portfolio work well is the constant query of whether a process needs to continue or not, which is well described by well-organized flow charts.
There are apparent elements in the ITIL prescribed functions that is present in the ITSM process: First is the Incident Management under Service operations. ITIL prescribes that in a service operation, incident management should have constant coordination with a service desk function. Second, the ITSM process adopts that of ITIL by classifying IT services in the Application Deployment and Support process just as ITIL prescribed that service operations should be classified into ITIL service operation process and ITIL service operation functions (Talla & Valverde, 2013).

References

Talla, M. & Valverde, R. (2013). An implementation of ITIL guidelines for IT support
Process in a service organization. International Journal of Information and
Electronics Engineering, 3(3), 334-340.
Weill, P. & Ross, J.W. (2004). IT governance: How top performers manage decision rights
For superior results. Cambridge, MA: Harvard Business School Press.