Ict service management ica

They supply timber to both commercial and domestic customers. They now have a head office in the North East of the country, and regional offices in three large towns. They use computers to manage growing and care of saplings and adult trees and have purchased off the shelf solutions for managing deliveries. However, they would like to make better use of mobile technology and would like to equip all their staff with a mobile device to speed up operations. They use a very old Microsoft Access database to manage customer details, which is no longer fit for purpose. In addition to the thousands of acres of land they own, they have several large storage areas to enable them to season wood ready for supply, as well as kiln drying facilities.

Project Plan Several factors are used to measure the success of a company. Expansion and growth are one of the factors that determine how successful a company is (Shiferaw & Klakegg, 2015). The bigger the company, the more the customers it serves. Therefore, it is imperative that a firm seeks ways to improve its customer service and encourage the growth of the firm. • Enterprise architect: The member is responsible for the implementation of the architecture of the enterprise. S/he provides technical support to the project team as well as the architecture plan to the implementation team. Additionally, the enterprise architecture evaluates the outcome of the project by generating an evaluation and performance matrix to be used during the planning and implementation phase.

• Business change analyst: The primary responsibility of this member is to manage the business side of the changing infrastructure. The change analyst ensures that the firm does not undergo a shift in the business processes after the change. These are the significant members that will form the project team. Despite the distinct roles of each of the project team members, they will all work together to achieve the objective set by the stakeholders of the company. The process will also include several policy documents that act as guidelines for the entire project process. Policy Documents Policies are principles that are set with the aim of governing or spelling out specific procedures that should be adhered to (Bruce, 2013). For a successful project to be implemented, there is a need to have documents that have preset principles and rules that should be followed.

The document is created by the business change analyst who has the responsibility of ensuring the main functions of the business are not altered. • User management policies: The IT governance officer prepares this document. The document outline user policies such as access and security policies. • Customer policy document: Since the main of the project is to improve the customer service of the company, this is a crucial document in the project process. The document specifies the strategies that if implemented, the customer service department will be improved. Policy Document Policies are principles that are set with the aim of governing or spelling out specific procedures that should be adhered to (Bruce, 2013). For a successful project to be implemented, there is a need to have documents that have preset principles and rules that should be followed.

Each milestone in a project needs to be documented for future references and concluding the observations (Mesquida, Antoni-Lluís, & Antonia, 2015). Each member of the project team has to prepare at least a document or more to cater for different policies within the project process. We agreed to write a policy document that included the following aspects: • Compliance and security: This defined the rules that governed how each of the users adhered to the set regulations and rules. • Working from home: Only a restricted number of employees are allowed to carry their laptops and work from home. The reason for this is to avoid leakage of the company's data through unauthorized access and unsecured network connections and Wi-Fi. • Remote access: The project aims at creating VPN interfaces that will allow employees to access information away from home.

However, not all staff members will access the services. Only cleared members will be allowed to access clients' information remotely away from the office. The system will also be configured to issue password change reminders and notifications to all employees. Moreover, employees are required to set secure passwords that are less predictive. The password should be a combination of alphanumeric characters and special characters. A good password policy is the first essential step to securing the company's information • Privacy expectations: The system will be designed to offer the utmost privacy for all the users' data and information. The company's clients are also assured of maximum privacy of their confidential information. • Cloud storage: The company intends to invest in cloud storage technology to facilitate their storage process.

The SET proposed that the IT team analyzes available cloud service providers to determine the best suitable provider. The policy too defines access protocols to the data that will be stored on the cloud. • Data backup: Constant data backups will be done on an occasional basis to ensure no loss of information. The system will also be configured to ensure automatic backup of data. • Determining the detection technique for each risk. • The next step is calculating the risk priority number. • Determining whether corrective action is needed and proposing the appropriate actions. • The final step is determining how to mitigate the risks by assigning responsibilities to the company's stakeholders. Poster Service Level Agreement (SLA) A service level agreement is a contract signed by the end user and the service provider.

• Discuss the consensus and change management strategies and criteria • Outline the different responsibilities for each of the stakeholders. • Describe performance measures and service levels for the different services offered. Stakeholders The SLA will include the following major stakeholders who will be responsible for implementing and overseeing the project process. The stakeholders will represent the rest of the stakeholders in the company. Stakeholder Title Service provider IT Manager Client C. • Device-setup support: the service provider will offer different forms of support to the client to ensure proper configuration and implementation of the IT solution department. This support will include device setup, software installation and upgrade, and any other IT support issues that arise. Service standards Define the level of expectation concerning the efficiency and effectiveness of the service being provided Service Item Overview and description Level of service System tune-up A collection of service utilities that are used to support and maximize the performance of the system.

They are used to ensure maximum utilization of the system resource. To acquire these services, users will be required to use network phones or emails to reach the support department. Proper data storage and backup procedures are necessary to facilitate easier data retrieval. Additionally, the system will be configured to perform automatic system backups during non-business hours to avoid inconveniences during working hours. Automated processes of server monitoring Automated server monitoring processes are set to ensure that the server is well monitored throughout the implementation process. The IT department, therefore, needs to procure software and programs that will be responsible for monitoring the servers without direct human supervision. Additionally, these programs will be responsible for maintaining the stability of the server.

95% availability Setup and connectivity of devices The connectivity of system devices within the organization is based on the specifications of the manufacturer and the default settings of the devices. The IT staff has to understand the different specifications of each of the devices before setting up the devices. Antivirus software This is one of the major strategies for protecting the company’s IT infrastructure. There is a couple of antivirus software available that offer protection against malware, spyware and external attacks. The department should, therefore, identify the most suitable antivirus software to handle their security issues. 98% availability Mobile application This service will allow the company to improve its customer service and in return increase their product turnover. The mobile application will be used to communicate directly with the firm's clients and thus speeding up the process of service delivery.

Also, the application will allow customers to acquire other services offered by the firm without having to visit the firm physically. 1% availability Network protection The company needs to install firewalls and encryption software to ensure maximum security of the network infrastructure. Guest Wi-Fi needs extra security measures since visitors and external users access it. Security Security is one of the main aspects of any system. It determines how reliable and efficient the system will perform. Both staff members and clients of the company require assurances that the system is secure and confidential. The company, therefore, has to implement appropriate security measures to assure stakeholders and clients of maximum security. The security measures include: • Strong password policy: It is the basic feature for a secure system.

Below are some of the procedures to be undertaken in case of different disasters Power outage: The IT department in liaison with the power suppliers are in charge of the power maintenance in the company. In the event of a power outage: • Notify the IT department • Identify the reason causing the blackout • Check the self-power supply unit and report to the relevant departments • Maintain a record to act as a basis for solving similar issues Fire: The security officers are in charge of a fire situation; however one should act with caution • Ring the fire alarm bell • Run the fire protection system • Call the relevant emergency authorities Hack: The IT department is responsible for handling information security breaches • Warn the It department • Shut down the server if the hack reaches the critical breach • Initiate emergency backup and recovery • Troubleshoot the security infrastructure of the system Hardware failure and data loss: The It department is responsible for handling such cases.

• Shut down the failed device • Report to the It department • Troubleshoot the system • Purchase a new device if the failed device cannot be repaired. Change management Change management signifies the growth and expansion of an organization. Firms undertaking developmental projects or are engaged in initiatives aimed at improving the quality of their services; change is always inevitable (Pantry & Griffiths, 2004). Operational hours The company working hours are 0800-1800 hrs. The company, however, allows its staff members to work overtime with appropriate compensations. IT department members are allowed to carry system maintenances at non-business hours. Performance metrics Each employee will be subjected to a performance metric to ascertain their input in the company. The performance metrics will be used in staff appraisals and other relevant activities.