reference docs:

ITIL doc:

https://drive.google.com/file/d/1RegAaWHp6sXit5Wg09LPJNzx7mZyzmfw/view?usp=sharing

course lecture ppt:

https://drive.google.com/file/d/15Ai3PEPAu6XGMebWAdcpAm3-M_Fjjjgl/view?usp=sharing

Group Exercise

A small manufacturing company has a centralized IT organization that provides

services to four very different lines of business. The company CIO has

implemented an ITIL framework for the IT Department.

Note

: Be sure to

reference the IT Service Management & Governance Framework and associated

ITIL Processes Adoption/Prioritization Model and incorporate of Business and IT

strategic planning, enterprise architecture, and roadmap concepts in your

responses.

Recent surveys from IT customers in the business areas resulted in the following

Items:

1. IT Service enhancement projects ran over budget, failed to meet the target

completion dates, and did not result in the expected improvements or

business outcomes

2. Information Systems supporting key business services and processes are

unreliable and experiencing unscheduled outages and errors resulting in

negative impacts on business areas requiring in manual work-arounds and

staff overtime

3. IT lacks traceability and oversight regarding incidents and requests from

internal customers

4. Poor management of IT service portfolio relative to determining strategic

initiatives and investment priorities

5. Poor service pre and post solution deployment planning and support for

products end-users and service consumers

6. IT services often fail to meet business customer expectations for availability

and other performance requirements

Question:

b. What steps would you recommend to the CIO (in the order of precedence) for the IT

service organization to manage the IT service portfolio from strategic, tactical, and project execution perspective? (Tab B - Group Exercise Spreadsheet)

you don't need to answer it completely, as I just need some guidance on how should I approach this question. and what's strategic, tactical, and project execution perspective?