Management Information Systems

EMBAA23024-Monisha Mishra

Assignment-1 Term-2

IT Governance Framework

What is the IT Governance Framework?

A framework, or collection of procedures and structures, known as IT governance, is created to help

an organization match its information technology (IT) strategy with its fundamental business goals
and objectives. It includes the guidelines, policies, and practices that guarantee the effective and
efficient use of IT resources and investments in a way that minimizes risks and supports the
organization's strategic goals.

Why IT Governance framework?

While most industries are data driven, IT governance framework ensures that organizations don’t
suffer from losses or risks from inadequate means of data management and business operations. In
today’s world of globalization age, customer data confidentiality, financial security and sustainable
market growth and stability are the most fetched goals for organizations on a whole.

Assignment Goal statement

• As part of this assignment, we shall discover how ITIL framework which is an IT strategic
alignment category of IT governance framework can be applied for TCS and how this
framework shall help in facilitating organizational goals.
• Since TCS is a service-based company one of the top priorities of the organization is to
improve the client requirement delivery services. So, an IT-Governance framework like ITIL
framework, outlines the common IT management techniques used by businesses to raise the
caliber of the services they provide for IT. This framework addresses topics like incident and
change management, as well as the design and implementation of service strategies.

ITIL Framework

• Early history: At the close of the 1980s, the Central Computing and Telecommunications
Agency (CCTA), a UK government organization, developed ITIL. Then, IT services were of poor
quality, so it was necessary to find a way to get better quality at a lower cost, which led to
the commissioning of the CCTA and later an onset on ITIL.
 • Processes: ITIL has few stages or process of implementation. Together, all the ITIL stages and
procedures optimize service dependability and efficiency while ensuring ongoing service
improvement.

Service
strategy

Continual
service Service design
improvement

ITIL

Service Service
operation transition

ITIL framework application for TCS:

As per the processes ITIL framework can be implemented for TCS in

the following manner:

• Service Strategy: The objective of service strategy is to provide a definition for the
organization’s governance control and strategic processes which should be aligned with the
customer requirements. This process is implemented in TCS’s pre-development stage where
the organization analyses the client requirements and deliverables and decides what services
 will be provided to the client. This process includes demand & financial management
process, service portfolio management and strategy operations.

• Service Design: Once TCS has identified the service type for the client, the design of the
service shall include the 4Ps of the service.

People

Partners
Service Process
design

Products

• Service transition: The objective of this process is the development and deployment of the
planned services for the client by TCS, ensuring quality of service. This process can be
roughly divided into stages as: Requirement development, Testing & Validation, project
management, service management, release & deployment management, Change
Management & evaluation.

• Service Operation: As part of this process TCS is to ensure the post deployment activities like
fixing post delivery service failures, fulfilling client user requests and operational routine
tasks. Event, Incident and Problem management, technical & access management, request
fulfillment & IT operations control are carried out as part of this process.

• Continual Service Improvement (CSI): The CSI activities of the company TCS has to be
reflected in the already delivered services success and failures and ways it can be further
improved with the help of quality management.

Perks of ITIL:

In this segment we shall understand how the ITIL framework will aid the organizational
policies & goals.

TCS has the below mentioned policies:

 Tata code of Quality Vendor &
conduct & management Supplier
ethics policies. policies

Data privacy & Innovation &

HR & employee
protection Research
policies.
policy policies

Health & safety Information

policies security policy

BCP & Disaster Environmental

recovery & sustainability
policies policies.

ITIL shall promote value addition in the below TCS policies:

• Code of conduct & ethics: As part of this policy the organization’s standards of ethics &
customer experience are a priority which shall be addressed in the ITIL framework’s service
strategy process.
• HR & Employee policies: Catering to this policy lies in the service design stage of ITIL
framework where the outline of total resources (people and products) is mapped.
• Environmental & sustainable policies: The company’s need for sustainable growth can be
delivered in the choice of the service delivery they make, which also has to be suitable which
can be a target plan for the service strategy process & CSI stage of ITIL framework.
• Quality Management policies: Adhering to quality standards in the delivery process can be
taken care of in the service operation stage of ITIL framework where quality issues are taken
care of.
• Innovation & research policies: As part of the CSI performed in the CSI stage of ITIL
framework innovation and R&D can be targeted to implement for improving the overall
service experience.

ITIL benefits to organizational goals:

The mission of TCS is to "build greater futures through innovation and collective
knowledge," which is in line with the company's organizational objectives. The company is
dedicated to applying its knowledge to assist clients and communities in resolving some of
the most important problems of our day because it thinks technology can be a strong force
for good in the world.
ITIL framework benefits to TCS can be as follows:
• Enhanced Quality of Service: Following a 4-stage service strategy, design, transition and
operations process, quality of service delivery is further assisted by the CSI stage of ITIL
framework.
• Customer-First Strategy: Adhering to the company’s goals ITIL promotes customer centric
strategies as a prime POA.
• Improved delivery process: Multiple stages of ITIL framework promote improved service
delivery.
• Scalability and Flexibility: TCS serves a wide range of clients and conducts business globally.
TCS can adjust to the changing needs of its clients and markets by leveraging the scalability
and flexibility of ITIL, which guarantees that services are customized to meet needs.
• Expense Management: An economical approach to IT service management is encouraged by
ITIL. TCS can help achieve financial performance targets by optimizing resource allocation
and cutting wasteful spending with the help of ITIL practices.

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