Instructions Description: The aim of this capstone project is to implement the ITIL (Information Technology Infrastructure Library) framework in a medium-sized organization. ITIL is a set of best practices for IT service management (ITSM) that aims to align IT services with the needs of the business. In this project, students will work on implementing ITIL processes and procedures in a real-world setting, with the goal of improving the organizations IT service delivery and management. Objectives: Understand the ITIL framework and its key components Assess the organizations current IT service management practices and identify areas for improvement Develop a roadmap for implementing ITIL processes and procedures in the organization Implement ITIL processes and procedures in a phased approach Measure the effectiveness of ITIL implementation and provide recommendations for ongoing improvements Tasks: Conduct an assessment of the organizations current IT service management practices, including ITIL maturity assessment, service level management, incident management, problem management, change management, and service desk operations. Develop a roadmap for ITIL implementation based on the assessment results, with clear milestones and timelines. Implement ITIL processes and procedures in a phased approach, starting with the highest priority areas identified in the assessment. Monitor and measure the effectiveness of ITIL implementation using metrics such as service level agreement (SLA) compliance, mean time to resolve (MTTR), and customer satisfaction. Provide recommendations for ongoing improvements based on the results of the ITIL implementation and metrics collected. Deliverables: Company Description (your choice) ITIL maturity assessment report ITIL implementation roadmap ITIL process and procedure documentation Metrics dashboard for monitoring and measuring the effectiveness of ITIL implementation Final report including recommendations for ongoing improvements
