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Newcastle University IT Service
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Answer each of the following five questions in the spaces provided below.
You are expected to write about 200-300 words in each answer.
QUESTION 1
Sharon, the service process manager at Newcastle University manages three service operation functions. Identify and explain the objectives and team composition of the three functions.
QUESTION 2
Discuss the three-step process of ITIL adoption followed by Newcastle University IT services.
QUESTION 3
“When things go wrong, it is still possible to achieve customer and end-user satisfaction.” Identify the ITIL process that can help overcome this challenge. Discuss the objective of this process and a relevant example from the case study.
QUESTION 4
According to the case study, Newcastle University has implemented the Incident Management, Service Request, Problem Management and Change Management processes. What are the two other ITIL processes in the pipeline? Justify your choice from the case study.
QUESTION 5
From the recommended best practices in the case study, select and discuss one of the ITIL Do’s and one of the ITIL Don’ts that can be related back to the case study examples.
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