I. The Concept of Service a. From your understanding of LabCorp, list 10 different stakeholders in the

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Question:

I. The Concept of Service

a. From your understanding of LabCorp, list 10 different stakeholders in the delivery of LabCorp services. On your list, identify any of the stakeholders that are business customers of LabCorp.

b. Within the context of LabCorp, identify and describe a core business service, three enabling services, and at least two enhancing services for delivery of the core business service.

c. Within the context of LabCorp, identify and describe a core IT service, three enabling IT services, and at least two enhancing IT services for delivery of the core IT service.

II. Deep Dive on Services

a. Please identify, and describe in no more than two sentences each, three very distinct core business services that are delivered by LabCorp to its business customers. Identify the business customer(s) of these services and in no more than two sentences, describe the outcome of each business service.

b. For each of the three business services identified, describe what you feel is the most important internal customer facing IT service that is necessary to support the business service. You will need to make some assumptions. Justify your assumption, and that will be fine. (Do not repeat the same internal customer-facing IT service for any. Use your imagination.)

c. For each of the internal customer-facing IT services identified in llb, identify and describe at least two IT supporting services (internal) that underpin the internal customer facing IT services.

For ease in answering parts a., b. and c., use the following format:

d. From information you can find on the LabCorp website, identify and describe in no more than two sentences each, two external customer facing IT services that are provided directly to LabCorp business customers. Do not provide one of these as www.labcorp.com.

III. Service Assets

a. Please consider two very different customer-facing IT services provided by LabCorp. (You may need to make some assumptions in choosing these IT services.) The two very different IT services should be ones that require very different service assets (capabilities and resources) to deliver. Compare and contrast each of the resources and capabilities that are needed to provide these two very different IT services.

IV. Demand Management

a. Briefly discuss the patterns of business activity for scheduling an appointment for laboratory services at LabCorp. You will need to understand the process of how a patient schedules such an appointment.

V. Service Portfolio Management and/or Business Relationship Management

a. This question is independent of IT services at LabCorp. Using any of the multiple online job search tools, find any job posting that has something to do with ITIL Service Portfolio Management or ITIL Business Relationship Management. This can be a job posting anywhere in the world, but must be current.

? From the job posting/job description, identify within the job requirements, the features that map back or correspond to the purposes and/or objectives of the ITIL Service Portfolio Management and/or Business Relationship Management processes. Attach the full job posting as part of an Appendix with your assignment submission.

The purpose of this question is to demonstrate your understanding of these two processes. Simply searching for a job that requires "ITIL" is insufficient. You need to find a job related to one of the processes and explain the relationship.

VI. Service Strategy Summary and Measurement

Assume you are the new Chief Information Officer (CIO) for labCorp. You are making a proposal for LabCorp to adopt ITIL best practices. You are preparing a presentation to executive management to explain this recommendation.

a. Account for the purpose, objectives and scope of the service strategy lifecycle phase in the context of IT services offered by LabCorp.

b. Briefly explain what value a service strategy would provide to LabCorp.

Parts (a) and (b) should each be several clear and to the point sentences on implementing service strategy best practices for IT services at LabCorp. In total it should be no longer than three-fourths of a page. I am looking for you to summarize and synthesize the essential aspects of the purpose, objectives, scope and value to the business of Service Strategy.

VII. Measurement and Metrics

Assume you have been appointed as the new CIO of LabCorp. You have been told that LabCorp has a well-functioning ITSM implementation based on ITIL best practices.

a. For each of the processes of the Service Strategy Lifecycle stage, identify what you feel is the best Critical Success Factor (CSF) that the new CIO would likely inquire about in the context of the ITIL process. Briefly explain your choice of this CSF.

b. For each of the CSFs, identity and briefly explain what you feel is the best KPI for that metric.