With reference to restructuring the IT department and the vital requirement, what answer option provides the BEST way forward, and is LOGICALLY CONSISTENT $($logical consistency means that all parts in a paragraph are true in relation to all other parts in the paragraph$)?$

A$.$

The IT executive should proceed with the virtualised organisational structure which establishes an ITSM silo at peer level with the business and IT leadership. Key roles such as service owners, process owners, business relationship managers and continual service improvement roles would exist within this silo, which then guides and directs in a cross$-$functional relationship manner the other technology teams to instil IT service management practices. A downside is that the new silo would have to operate through cross matrix issues as they work with other IT teams to resolve conflicts in priorities.

B$.$

The IT executive should proceed with the localised organisational structure which establishes an ITSM silo at peer level with the business and IT leadership. Key roles such as service owners, process owners, business relationship managers and continual service improvement roles would exist within this silo, which then guides and directs in a cross$-$functional relationship manner the other technology teams to instil IT service management practices. A downside is that the new silo would have to operate through cross matrix issues as they work with other IT teams to resolve conflicts in priorities.

C$.$

The IT executive should proceed with the centralised organisational structure where everything reports up through a strict hierarchical structure that is highly efficient at executing IT services. Within this structure, most IT service management decision points exist at the upper levels of the hierarchy with lower levels only empowered to carry out the decisions. This means that no management is needed at local sites, there is efficient decision making, there is a high degree of control, costs are lower, and it is a good structure for small companies, but may cause bottlenecks in larger companies.

D$.$

The IT executive should proceed with the localised organisational structure which establishes an ITSM silo that is independent and autonomous. Key roles such as service owners, process owners, business relationship managers and continual service improvement roles would exist within this silo, into which the other technology teams report directly, to instil IT service management practices. This structure provides accountability for both processes and services, allows each IT unit to focus on their core service delivery and technology capabilities and lowers the risk of process variance.

E$.$

The IT executive should proceed with the distributed organisational structure where major decisions and control points are established centrally at higher levels in the hierarchy. Minor decisions are handled at lower levels as long as they do not violate the goals or principles established centrally. Within the distributed organisational structure, decision and control policies are placed centrally with some autonomy at local levels. The distributed organisational structure ensures that management of IT service management solutions is closer to those that execute them. However, it is more expensive due to redundant roles at each lower level.

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