INFO$8726$ Information Technology Service Management

Title WA: IM Reporting

Course Weight See Instructional Plan

Grading Within $2$ weeks after Due Date

Instructions This is an INDIVIDUAL assignment.

YOU are responsible to maintain the integrity of your work. Sharing $/$ Copying $/$ Crowdsourcing $/$ Improper usage of AI tools $/$ will result in academic penalties.

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SCENARIO

You work in the IT department for an organization that follows ITIL foundational practices. For this Incident Management Reporting exercise, you will demonstrate the ability to report to the leadership team easy to review results of your incidents.

Service Levels

Impact

$$ Measure the effect of an incident on business processes. Impact evaluation criteria:

o The number of affected users

o The potential financial losses

o The number of affected services

o Breaches of regulations or laws

o The reputation of the company

o Other reasons

Urgency

$$ Time it takes for an incident to have a significant impact on business.

o a period where a system is considered as more critical

o when some systems are identified critical and must operate with high availability

Priority

$$ Based on impact and urgency; Used to identify required times for action

o Allocation of priority codes determines how the incident is classified

P$1($Critical$)-$ Resolution time is within $4$ hours

P$2($High$)$ Resolution time is within $24$ hours

P$3($Medium$)$ Resolution time is within $3-5$ days

P$4($Low$)$ Resolution time is within $5-10$ days

Incident Management

Incident reporting captures and documents information about a specific incident or event. Includes data such as:

o Who was involved, what happened, when it happened, where it happened, what caused it to happen, and any other relevant details.

$$ Helps organizations identify risks that need to be addressed to prevent similar incidents from occurring in the future. Ie: Problem Management

$$ Organizations can use KEY RISK INDICATORS to gain insights for predictive analytics and proactive measures.

$$ Dashboards provide an easy view for leadership teams.

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YOUR ASSIGNMENT:

Use your data from the Written Assignment: Incident Management.

Your workbook must open with Tab $1$ visible for the professor as the first page.

SUBMIT $1$ MS Excel document that includes$/$combines all the following:

ACADEMIC

$1.$ Cover Page $$ Refer to the Student Information Section for requirements

o On tab #$1$ and name the tab $$Cover Page$$

$2.$ Declaration Statements $$ Include the following declaration statements on this page:

o On tab #$2$ and name the tab $$Declarations$$

o A copy of the provided statement that MUST be paraphrased OR inserted as an image. Include your name within the statement and below the statement. Your name is your signature. $($Please see the sample below$)$

o A one$-$line statement that indicates how much time $($approximately$)$ you spent working on this assignment.

$3.$ Reference Page: Must be included, separated from submission body$/$content$/$tasks

o On tab #$3$ and name the Tab $$References$$

o Include all sourced and cited materials

$$ Sourced materials including AI generated assistance

o Reference page is still required if none used: This must be indicated

$4.$ Appendix: $($also on tab #$3)$: Appendices appear after the reference page. Include a separate appendix for each of the following $($if none used, include but indicate Not Applicable$)$:

o Definition list: Include terms and explanations for any$/$all items that not common terminology. List must be in Alphabetical order

o Acronym list: Included terms and explanations for any$/$all acronyms used in this paper. List must be in Alphabetical order

o AI Assistance: Include any statements provided to an AI tool to generate a response used in submission assistance

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BODY $($BUSINESS DOCUMENT$)$

$5.$ Dashboard Purpose: Define the purpose of the dashboard that outlines:

o On tab $4$ and name the tab $$Purpose$$

o An introduction to the dashboard

o What do you want to achieve with the dashboard?

o What data do you want to display?

o What are the key metrics that you want to track?

$6.$ Data Gathering: Prioritize based on Impact, Urgency, and Business Criticality:

o On tab #$5$ and name the tab $$Source Data$$

o Define the source of your data

o Define how you plan to prioritize the data view

o Organize the raw data using tables, charts, graphs etc.

$7.$ Dashboard: Create the Dashboards:

o On tab #$6$ and name the tab $$Dashboards$$

o Use a variety of Excel$$s built$-$in features to create efficient, clean, and detailed reports for the dashboard

o PivotTables, PivotCharts, Slicers etc. Use features that best demonstrates the data

o Make the D