4. Service Catalog management a. What is the purpose of the service catalog management practice? b. What information would likely be shared for this view? c. Identify two different customers of municipal IT services. For each customer, identify several different IT services that would likely be listed in a service catalog view tailored for this customer. What information would likely be shared for this view? d. Consider the IT service for online payment of municipal property taxes and a service provider view of the municipal IT service catalog. What information would you expect to see in this view that would not be included in user or customer views? Give two specific examples of such given your understanding of the service.

5. Service Configurationmanagement : 5a. Define the ITIL term configuration item(CI). 5b. What is the purpose of the service configuration managementpractice? 5c. Consider the IT service for online payment of municipal property taxes. What are the service outcomes? Identify and briefly discuss what you feel are 10 of the most important and relevant configuration itemsfor this IT service. Classify the CIs by CI Type. Note: Grading is based partially on your choice of CIs and the breadth illustrated by CItypes. 5d. Describe a normal changethat might possibly be proposed for this service. How might the proposed normal change affect any of theseCIs? 5e. Describe a standard changethat might possibly be proposed for this service. Howmight the proposed change affect or involve any of theseCIs?

6. Release Management, Deployment Management and Service Validation andTesting

Assume that as CIO for the municipality, you and the Director of the Municipal Parking Authority are preparing an RFP (Request for Proposal) for a new municipal IT service that includes an app available for Apple and Android mobile devices. The new service, for the municipal parking authority, would allow an individual user to pay a parking meter fee with the app on their smart phone. It would also send them a text message when the time is about to expire, and allow the user to "add more time", if needed. The user would have to input a parking space number. The user would pay for parking via direct debit of a bank account or use of a credit/debit card.The IT service would also allow a municipal parking authority officer, based on geo-location data, to determine the parking spaces nearby that have paid fees in effect, and those that do not. In this manner, the parking officer can easily identify those cars parked inviolation.

6a. What are the purposes of the release management, deployment management, and service validation and testingpractices?

6b. List what you feel would be the three most important "fit for use" requirements this service should have. (One sentence each perrequirement.)

6c. List what you feel would be the three most important "fit for purpose" requirements this service should have. (One sentence each perrequirement).

6d. What is the difference between release managementand deployment managementin the context of this newservice?

6e. Describe the deployment approachyou would likely follow for delivering the initial release of this new service to a live production environment.Why?

6f. Would all release components follow the same deploymentapproach?

6g. How might blue/green release stagingwork for the initial release of this newservice?

6h. What are the differences between regression testingand performance and capacity testing? Would both be appropriate for the initial release and deployment of this new service?

7. Continual ImprovementModel

This question is independent of municipal IT services and is appropriate to any IT service environment. Please review the continual improvement modeland the case study example presented in Lecture Unit #4C. Model your answer to the case study.

Consider the following scenario:

The Relationship Management practice has received feedback from service consumers who are concerned with the quality of IT Services; particularly those that have recently gone through changes (i.e. activities of the Change enablement, Release management, and Deployment management practices.)

7a. What is the ITIL continual improvementmodel?

7b. Utilizing the continual improvement model, describe in some detail what would happen in each step. You should assume the organization is trying to follow ITIL best practice guidance. You will need to make a number of assumptions, just clearly explain why. In each step, please be sure to use the proper ITIL terminology and to describe what you assume has taken place and how you are movingforward.

8. ChangeEnablement

Note:The ITIL4 change control practicewas re-namedtochange enablementsubsequent topublication of the ITIL Foundation (ITIL4 Edition) book. You may see referencestochangecontrolor variationsonline.

8a. What is the purpose of the change enablementpractice?

8b. StandardChanges

1. Pick an IT service made available by the municipal government of Maplewood, NJ. Identify the service and itsoutcome.
2. Give an example of a standard change for thisservice.
3. Describe the nature and reason for thechange. 8c. EmergencyChanges
   1. Pick a different IT service than used above. Identify the service and itsoutcome.
   2. Give an example of an emergency changefor this ITservice.
   3. Describe the nature and reason for thechange.

8d. NormalChange

1. Pick a third IT service, different from the two used previously. Identify the service and itsoutcome.
2. Give an example of a normal changefor thisservice.
3. Describe the nature and reason for thechange.

8e. Assume you are the municipal CIO for Maplewood, NJ. Explain how you would designthe change authorityfor eachof the change types and examples above.