IRM4720/1020/2022 [25 MARKS] SECTION B: CASE STUDY Read the case study below and answer the questions that follow. It is important that you avoid writing textbook material that is not answering specific questions asked in the case study. NO marks will be awarded for general answers that just mention concepts in the question but do not answer the questions as asked. To ensure that ZOY Pharmaceutical is managed and maintained with the greatest efficiency. ZOY IT staff must keep its hardware and soitware systems up and running on a 247 basis. ZOY implemented the ITIL framework three years back. It helped the organisation service desk to respond quickly to incidents. Furthermore, the group conducted application rollouts and upgrades that effectively reduce long-term costs and promotes flexibility within its computing environment that support the future business growth. To achieve the next level of ITSM objectives you are appointed as the continual service improvement (CSI) manager. Some of these objectives given to you includes verifying that measurement and metrics are in place and that milestones were achieved, process compliance is high, and the business objectives priorities were met by the level of service. Finally, the suggested approach by you should ensure that the momentum for quality improvement is maintained by assuring that change become embedded in the organization. As a CSI manager before you implement any initiatives you need to understand the role of other lifecycle stages within ZOY Pharmaceutical. 1. What do you think are the roles of other lifecycle stages within CSI stage? 2. Name the inputs from other service lifecycle stages to CSI, which can help you to build up your plan? 3. Discuss why ZOY implemented the service desk as one of the initial implementations of ITSM components. 4. Following on the implementation of the service desk, which are the most likely components (processes or functions) to be implemented next to support the service desik? Choose THREE and motivate your selection. 5. Identify THREE objectives within ZOY and select the tool you can use to achieve each objective. You need to select at least THREE tools/techniques. (6)