Question One: (20 marks)

A holistic approach to service level management is achieved through the four dimensions model. Critically discuss the four dimensions model giving examples for each dimension.

Question two: (20 marks)

A shared understanding of the key concepts and terminology of ITIL by organizations and individuals is critical to the effective use of this guidance to address real-world service management challenges. Identify and discuss the key concepts and terminology of ITIL.

Question Three (40 Marks)

JMC (Pty) Ltd has posted very positive results in the last financial year. This is attributable to its approach to value co-creation and involving several stakeholders in its quest to provide value-added services. However, management at JMC has been advised to adopt the ITIL framework but they are not conversant about this framework. As IT Consultant, JMC Management has approached you to write a report on how the company can integrate this framework in its services management processes.

Your report should include but not limited to the following issues:

1. Introduction
2. Situation analysis/application of the ITIL iii)
3. Benefits of the ITIL
4. iv) Recommendations

5. v) Conclusions

Question 4.1 (5 marks)

Describe the purpose of monitoring and event management practice in ITSM.

Question 4.2 (15 Marks)

Describe the phases of problem management

Total: [100]