Service Management at CTI: Enhancing Efficiency and Customer Satisfaction

Posted on May 9, 2024 in Economy

1A. Briefing Note Objectives

1B. Differences

• Reports recommend oriented business: Because they rely on the availability of services rather than components, allowing us to identify areas of weakness CTI and make necessary recommendations to eliminate them. CTI benefits are:
  • Measurements common: They are understandable to both parties (organization and IT).
  • Business more easily demonstrate the added value they can bring IT to achieve the objectives set by the Governing Council in the short and medium term.
  • You can more easily identify degraded service levels to enable the IT organization to proactively respond without making a formal scale.

2A (8p)

• Increase efficiency.
• Expand more rapidly into Eastern Europe.
• Improving the provision of services to existing customers.
• Ensure that potential customers have a positive image of CTI, as a company that makes heavy use of technology for efficiency and effectiveness.

2B (6p)

• If the characteristics of the IT infrastructure that are inevitable involve different levels of service (for example, the panel can be connected via a high speed LAN, while local offices use a lower line speed).
• If the specific requirements of different customers vary for the same service.

2C (6p)

• There is no automated tool for STI Management Services by which to monitor the life cycle of an SLA, a wave or a UC.
• Defining the role of Service Level Manager: The IT organization is scattered between regional offices and branch outlets. In addition, there is currently no figure IT Director (CIO) and IT tasks are assuming the Heads of Administration 50% of their time. Because of these circumstances establish the role of Service Level Manager will be a challenge for CTI.
• There is no culture of service: users / customers of CTI are not used to specify the requirements to run the business. That is why it will be more difficult to address the implementation of Service Level Management.

3A (6p)

Answer:

• The distribution of the organization with regional offices in different countries (Germany, Holland and France), local sales offices. CTI does not contribute to a simple complaint, and in addition, the IT infrastructure is too distributed, and the calculation of indirect costs (use of the wan, application usage) would entail much effort.
• Accounting legislation varies greatly between countries: To perform a charge or billing is essential to carry out a thorough accounting. For example, the General Accounting Plan Orange may be different from Utrecht is not necessary to account for certain types of income or expenses thereby increasing the difficulty for the allocation of the use of IT services between regional offices.
• The allocation of costs requires time management and training of staff which carries an added cost. This is not in line with the goal of CTI “give 10% more for 10% less.”

3B (8p)

Answer:

Software: software is part of that is outsourced. The office suite is outsourced.

Hardware: The WAN is outsourced to an external supplier. You should also take into account the maintenance of the existing hardware.

Personal: CTI wants to expand into Eastern Europe and will need to invest in staff to participate in order to address this objective the Board of Directors.

Cost Location / Accommodations: If CTI wants to expand into Eastern Europe should take into account the cost of office space, office equipment, supplies …

Comment:

If the spell would give you 4 points to mention the 4 factors. While it is true that the question says: Tell you must remember that then comes: 4 considerations relevant to CTI, Your reply is very theoretical8 points at stake and not give you the highest score by name only.

3C (6p)

Finance Directors

Disadvantage: The Manager of Finance does not have enough IT knowledge. This can lead to errors in investment in IT equipment due to ignorance on the subject.

Administration Department Head

Disadvantage: You do not have the global vision that could have a financial director of Utrecht about the organization. At the same time, have less knowledge in finance to investment analysis.

Comment:

CTI does not have a centralized department of Computer Science. The head of local administration is responsible for Information Technology and its regional office in the region it covers. The three leaders gather every two months to decide on IT policies and plans for the next six months.

4A.

Book Section 7.1.8 Relations with other disciplines of IT services

Continuity Management IT Service interacts with other disciplines such as:

 Service Level Management: understanding the obligations of providing IT services.

 Availability Management: to provide risk reduction measures to maintain usual business.

 Configuration Management: defining the central IT infrastructure.

 Capacity Management: ensures that the appropriate hardware resources meet business needs.

 Change Management: ensures that continuity plans are accurate and up to date through regular review processes and established.

 Service Center / Incident Management: using historical data (statistics).

4B.

MEMO

From External Consultant

To: Department of CTI

Subject: Manager of IT Service Continuity

Date: 10/01/2011

Because of the possibility of appointing someone in CTI as manager of the IT Service Continuity within the Strategy and Policy Department of Utrecht, I will explain the role and responsibilities.

Role

A manager continuity of service must implement and maintain IT process management IT Service Continuity that meets the overall requirements management process of business continuity in the organization (CTI), and to act as representative IT services within the management process of business continuity.

Responsibilities

 Ensure that all areas of the IT organization are prepared and can respond to an invocation of business continuity plans.

 Conduct periodic reviews of the quality of all procedures and ensure that they incorporated into the testing program.

 Carry out regular reviews at least annually, the plans for continuity of business areas to ensure they reflect accurately the business processing environment.

 Negotiate and manage contracts with providers of external recovery services.

Moreover, regarding the challenges / problems you would:

• CTI currently no staff with expertise in IT Service Continuity Management and Business Continuity IT.

5A.

Service Level Management

Allows you to set baselines for service improvements, which will ensure greater customer satisfaction CTI as Service Level Management is responsible for developing Service Improvement Programs (Service Improvement Program, SIP).

Continuity Management

Ensures better organization’s reputation, credibility and positive publicity, which materializes business opportunities with customers of CTI.

This is accomplished through the use of Continuity Plans that will allow us to restore critical services (Vital Business Functions, VBF) to a fault in a system such as Planner.

Availability Management

CTI intends to position itself as an electronics company (e-company), showing the outside world that offers its customers a number of services via the Internet. If an Internet service does not work reliably, it is likely that customers will be competition.

With the implementation of the Availability Management shows that CTI can provide a truly reliable IT services.

Thanks to improved design and implementation of the specific objectives of availability is obtained by optimizing customer service end.

Capacity Management

Capacity Management ensures that IT has sufficient capacity to meet current and future demand for services by customers of CTI. In addition, through the implementation of the Capacity Management IT infrastructure is sized based on the services offered by the business, which can help CTI to expand into Eastern Europe.

Financial Management

5B.

Why is it important to have a Service Management tool for CTI?

Faster execution of process tasks, such as logging.

Access to known errors to more quickly

Closer monitoring of the Management Services provided by CTI, and that work to provide these services are recorded in the tool.

Identifying trends

Automated tools allow you to:

 centralization of key functions

 automating core functions of the Management Services

analysis of raw data

Identifying trends 

 implement preventive measures.

Centralize Service Management tool:

• By this action CTI could manage incidents and problems together, through a centralized CMDB. Thus, the solutions given in a regional office, can serve the other and vice versa.
• The option of a single central tool in CTI ensures that regional offices and local branches run sale process under the same tool. This keeps the process more uniform.

What would be the best regional office where would the central database?

Utrecht. This office is where you are Regional Department of Strategy and Policy. This department is the closest to the Governing Council at the headquarters. Has the trust and confidence of the Council. Any decision regarding the choice or modification of the tool would be faster given the proximity.

Utrecht has the most powerful IT infrastructure.