Q1. In what stage of the Information Technology Infrastructure Library (ITIL) volumes was EDS when they started planning for the improvement of the project? Support your answer with evidence from the case study

Q2. The case concluded that "As most important drivers of performance, both Vodafone and EDS agree on:

• EDS management is needed on site and the counterparts should match, the latter is mentioned as a critical success factor;
• a good relationship / partnership between both companies is crucial for success;
• Putting the right people in the right places is crucial for improvements;
• Having a mutual strategy and spreading messages motivates employees;
• Employees are more motivated when they have the feeling they are part of, and belong to, the company"

Based on the Information Technology Infrastructure Library lifecycle process, for each of the bullet points, what should they implement? Please elaborate your answer with convincing discussions.

Q3. The case concluded that "The interventions that influenced the behaviour positively are: Having an open and more proactive attitude towards the client; With less emphasis on operational level and more acting on tactical level; And more matching the clients' counterpart; Having the ability to empower people to do their job; Having the ability to communicate with people, based on simple facts (confront the brutal

facts)."

Based on the IT Service Management's value to the business, which benefit(s) are each of the bullet points related to? Please elaborate your answer with convincing discussions.

Q4. The case concluded that "Based upon the case study, the interventions that influenced the behaviour negatively are: The lack of management attention in general; The passive attitude of management (lack of confession); The indistinctness of management; The leadership on site Not having a clear strategy."

Which Information Technology Infrastructure Library lifecycle process(es) would you use to fix each of those negative behaviour? Please elaborate your answer with convincing discussions.

Case Study Link: https://scholarworks.lib.csusb.edu/cgi/viewcontent.cgi?article=1119&context=ciima