Element A: Scenario
Elite Cars South Wales (ECSW) is a fairly small but expanding car hire company based in Cardiff. ECSW has an internal IT department that manages their IT system which is critical to several aspects of the business. Among other things, the IT system is used to:
In order to help cope with the increased demands on their IT system, the Head of the IT Department has decided to implement ITIL procedures. However, he has limited experience of the practical application of ITIL and has decided to hire an ITIL Consultant (you) on a temporary basis to assist with the implementation.
On your first day in the job, you receive the following email from the CEO of ECSW, Andrew Driver:
I understand that you have been hired by the head of IT to act as an ITIL Consultant to us at Elite Cars South Wales for the next few months. I am not an expert in IT, but have heard of ITIL and know that some IT experts feel it to be an effective method of organising an IT department, if it is applied correctly. I would appreciate it if you could explain to me some of the terminology associated with ITIL and the benefits that it could potentially bring, along with the issues that might need to be addressed in order to successfully apply it. I have four questions that I would be particularly interested to hear an answer to: 1. What types of agreements would our IT provider need to have in place? I have heard terms like SLA, OLA and UC being used but don’t know the difference.
You must respond to the email. An introduction and sign-off have been provided below and you must complete the explanation by writing 2500 words (within 20%, ie 2000-3000 words) to answer the questions stated. You should include a reference list (which does not contribute towards your word count).
Dear Mr Driver,
Thank you for your email. You are correct that ITIL can bring benefits to an IT department, but also needs careful consideration when choosing how to apply it. To answer your four questions in turn: [INSERT YOUR 2500 WORD RESPONSE HERE]
I hope that you find these answers helpful and look forward to offering my support to your business over the coming months.
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