Technical be presented to a senior technical management. I











Technical Report – IT Systems

Rabi Hasmot

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Information Technology





For this assignment, I have been
given the task of identifying and selecting an emerging or new cutting-edge
technology that would be presented to a senior technical management. I must be
able to demonstrate how the new technology can be used as a service. The
technology that I have selected as the topic of my technical report is Virtual
Reality. I will also produce an overview of ITIL, the benefits of adopting ITIL
to manage future Services, opportunities ,and risks for business continuity. Information
Technology Infrastructure Library is the formal practice that many
organisations do to ensure IT services management. These implementations aids
in aligning IT services to meet business needs, ITIL is also one of the best
ways to meet ISO 20000 (Zu, Q., et al, 2014) guidelines for good standards. In
other words, it can be said that ITIL is the best way to ensure that
information technology services management are up to the mark and meet
international standards. Through ITIL five primes are catered that are:
improvement in continual service, operations, transition services, service
design and best service strategy. ITIL is used by many services as it is
observed that due to ITIL KPIs (Key Performance Indicators) of some companies
are increased by almost 99% (Zu, Q., et al,
2014). Due to proactive support of and ability to scale the future
capabilities, ITIL stands at good, place in IT industry. ITIL has some
alterations of best practices that alter according to and on every new
development. In this report, the focus is on ‘Virtual Reality’ and its impact
on ITIL process. Virtual Reality (VR) is a computer generated digital reality
that interacts with user experience through predefined gestures to provide an
entirely different definition of reality (Tucker,
2015). The VR enables its users to generate marvellous architectures,
play games as if the user is part of it and model new designs. VR is an
emerging technology that has been adopted and lots of investments are been put
to this industry. VR is serving in many different business areas of the world
that includes entertainment industry, artistry, simulations, gaming industry,
tourism, psychology, real estate and social marketing arenas. According to
Bernard Golden, CEO Navica “virtualisation is much more than the latest
technology fad.” (Tucker, 2015) Almost
all ITIL functions are affected by the technological shift of concept i.e.
virtualisation. This report will discuss the ITIL, virtual reality, needs and
benefits of Virtual Reality in ITIL and risks of VR in business continuity.


Overview of ITIL:


ITIL is the approach to IT service management that is most widely
accepted in the world. ITIL offers internationally consistent best practices
obtained from the public sector and the private sector. IT service management
(ITSM), we benefit greatly from the approach of best practices. ITSM is to be
driven by both technology and organizational environment, is running a huge
range, it will always be in a state of evolution. ITIL user best practices
based on expert opinion and advice, we have a combination of realistic and
practical, up-to-date thinking and sound common sense of guidance (Tabares, 2016). ITIL-based IT infrastructure
management of the largest business area of ??IBM, retail, financial,
pharmaceutical, entertainment, Microsoft, such as manufacturing, Hewlett
Packard, etc., is a complex expertise of all business and IT centres (Tabares, 2016). Along with the changes in
technology, regularly book review and the five core publications in ITIL or
ITIL framework has been updated. Each book collects the best practices of each
major phase of the IT service life cycle. In the ITIL service strategy, it
describes the business goals and customer requirements (Tabares, 2016). ITIL service design shows how to migrate to plan
a strategy to support the business. ITIL service transition, indicates that the
service is introduced into the environment. In the ITIL service management, and
how to manage IT services. To evaluate the improvement of the magnitude of the
ITIL continual service improvement and IT services.





ITIL Service Strategy

To understand the benefits of using ITIL service strategy in the
company we can use the example of a market-driven organization which would need
to, manage the needs of IT service management, by supporting, offers products
and services in this process. A strategic plan must be put in place in order to
achieve this. The service strategy process area includes the following. Service
portfolio management (Marrone, M., et al, 2014).
Financial management of IT services. Demand management; business relationship
management; strategic management of IT services.


ITIL Service Design

ITIL Service Design services will cover the service and the
process of design. It provides a comprehensive design approach to provide
a better service to the organization (Komarek,
A., et al, 2015). Here are the five most important aspects of
Service Design: design of service solutions, Management information
systems and tools; technology; process. Measurement and metrics.


ITIL Service Transition

Migration of ITIL service helps in planning and management of the
state of the service life cycle change. The new, modified, and risk management
of retired service, to protect the environment. This will help the business to
provide value to themselves and their customers (King,
K.E., 2017). Reliable information that has been provided by all
stakeholders, will help to support the issues related to the provision of
services. Knowledge of service risk management is essential for the migration
service. During service transition, elements that need support are:


Services strategies




Supplier of services

Culture of Organization

Way of Governance

Risk Factors


ITIL Service Operation

The next phase of the ITIL lifecycle is ITIL Service Operation.
Service Operation is the phase used to co-ordinate technology, including
services, processes, activities that bring value to the business through the
infrastructure. Since the user can access the service operations in the
service, to maintain a high level of service consumption, you must have a high
level of support. Customer must not think that it cannot use the services of a
fee that does not function as in need.


ITIL Continual Service Improvement

This is, CSI is a stage of the life cycle, is valid only if it is
documented by the ITIL publications, CSI is integrated into the entire life
cycle, creating a culture of continuous improvement. CSI is that the
responsibility to identify opportunities to improve the service delivery of all
of the participants to understand that it is the person in charge. CSI is based
on W. Has been developed by Edwards Deming Plan-Do-Check-Act approach (Ewerstein, A. and Jansson, M., 2014).

To optimize cost and user experience, increase organization ITIL,
you can implement best practices for IT service management as described.
Service provider organization within ITIL can adopt and adapt. To enhance a
strong partnership of business and IT (Ewerstein,
A. and Jansson, M., 2014). CSI is used to reduce the cost of the service
of the improvement of the quality of service and customer satisfaction to
improve resource utilization. Increase the efficiency of services supporting
the achievement of continuous business change management challenges and risks
that can occur within the visibility of IT costs and resources evaluation
organization more stable service environment to support the business. To
optimize the customer experience, increase business recovery attributed to
chance. For market-leading often to improve organizational service. Key
questions that have to be answered in CSI are:

The vision & long-term objectives

Current position & values of KPIs

The level of achievement & the desired KPI values

Way to get there & the plan

Analysis & values after implementation plan, to meet

Components to increase momentum.

Process to guide CSI uses a 7-step i.e.:

Definition of objectives

Determining the measures

Collection of data

Process on data

Analysis of data

Presentation & using information

Implementing improvements


Overview of the Virtual Reality


Virtual reality (VR) technology is still rapidly evolving, it is
the field of diversification. Its evolution through the research and
development of nearly 20 years, on the one hand, but has reached the decent
mature, but still does not have even reached the mainstream in the home and
entertainment field also in the professional field. VR environment is different
from the conventional desktop in the sense that the user embeds user computer
generated data environment. VR systems have following key properties:

“3D-representation & observation”

“Spatial interaction in simultaneous”

“Sense of Presence and immersion”

Examples are well known in the, a head-mounted display or a 3D
three-dimensional multi-walled environment, for example, CAVE system VR
technology, has a strong link with the human-computer interaction (HCI)
research, expertise and Mina It will be (Castle,
J.L., 2016). The search field of VR-Technologies from other HCI research
field, and specific application-oriented research, the definition seem fitting:

“The VR-Technology field focuses on spatial multi-sensory
representation, interaction, and presence, combined with real-time simulation
techniques and high-level management of the handled virtual environments.”

Although many of the ideas between information and communication
technology (ICT) mainstream and virtual reality technologies have been
replaced, its use is still limited (Castle,
J.L., 2016). The main problem is, enough realism and complexity, lack of
insufficient usability, economic content creation process, is the lack of a
partial process integration.

These problems, there is some partial or special solutions, such
as VR-Technology is already profitable, but there is no general solution in the
case of all of the applications. A trend of custom applications have evolved,
because the number of general application is limited, has increased the number
of potential users of the entire market sector. Industry and training field is
the most typical areas, in order to prove the benefits of VR technology in some
areas is sufficient in individual and small-scale applications (Cao, J. and Zhang, S., 2016).

This situation is most useful technique may be equal to the field
of artificial intelligence is common knowledge today. Initial of the main
goals, such as object-oriented programming, “general problem solver”
has not yet been achieved, it has been abandoned. Is it possible to observe a
similar pattern in the virtual reality technology? If so, what is meant by
using how this observation?

Thus, it facilitates the adoption of virtual environment (VE) in
industrial processes, cost-effective, on the health risk, the user and the
surface of the side effects, to assess the impact of the
“penetration” of the workplace and everyday life, still is important
actual work environment, impact on the individual and organizational level. It
is about Europe 60 people of partners from research and industry asks is this
disruptive technology area?


Benefits of ITIL:


Higher efficiency

To optimize the cost and user experience organization ITIL

You can implement best practices for IT service management as described

Service provider organization within ITIL can adopt and adapt

Enhances a strong partnership of Business and IT

Reduces the cost of the service of the improvement of the quality
of service and customer satisfaction to improve resource utilization

Increases the efficiency of services supporting the achievement of
continuous business change management challenges and risks that can occur
within the visibility of IT costs and resources evaluation organization more
stable service environment to support the business.

To optimize the customer experience, increase business recovery
attributed to chance. For market-leading often to improve organizational

(Ewerstein, A. and Jansson, M., 2014).


Benefits of Virtual Reality in ITIL & Opportunities:


Virtual reality (VR) is one of the most promising technologies for
the development of continuous service management. An area where there is a
possibility that the VR gives the most direct impact is the CMDB. In the
current CMDB solutions, to represent the data of complex relationships and
dependencies is using a two-dimensional form that tends to lack. As a result,
the analysis of every sense is struggling. The market there is a configuration
item (CI) viewer, but there is no actual extra “3D” dimension of VR (Cao, J. and Zhang, S., 2016). Then, displaying
a plurality of types of relationships, so too confusing, it is difficult to
find what you are looking for. Most of the CI audience, is not enough to impact
analysis for the changes that you are trying to run.

Therefore, CMDB, the promise of VR in the service management we
believe it is where to focus. For this reason, to build a prototype of VRCMDB
of the organization, let’s look at the future of VR and service management. The
VRCMDB is, the CMDB of organization and integration, to take advantage of the
actionHub integration engine of Cloudaction (a cloud
solutions firm focused on strategic consulting, implementation, managed
services, integration, and innovation), and connect the service desk and
Microsoft System Centre Orchestrator of the organization. The VRCMDB there were
two essential design requirements. First, you had to completely express the CI
and relationship data in 3D. Second, the user to interact with the data, there
was a need to be able to perform the corrective action of the organization.

With VRCMDB prototype allows the administrator of the organization
using the location tracking and head-mounted displays get more holistic
perspective through several important functions. 3D data representation – the
familiar hierarchical graph is the CMDB data to the pair, and intuitively
display the various types of relationships between the CI using the symbols and
colour link. Rich data integration – Integration with incident management of
the organization, it alerts VRCMDB will start. When you use the actionHub, UI
button associated with each CI is to send a remote command to the System Centre
Orchestrator, and then exits to resolve the incident to start the task.

These features brings significant benefits for users of the
organization. For example, an organization of the change management process,
for VRCMDB during the impact and risk analysis is to provide additional
insight, because the user can solve a lot of problems before they occur in
production, recovery is easy reliability to the change we can provide the high
infrastructure to customers (Bolívar, et al, 2015, pp.51-60). Similarly, in the incident
management of the organization, VRCMDB to provide real-time notification and
SLA data to the user, you can fully understand what is happening in the

To make a decision based on the information related to ITSM, it is
important to understand the impact and cost of the current network services.
This is, to analyse the data and historical metrics from multiple data points,
you can predict the future of the operation, is achieved in the case or to
understand the unknown events (Bolívar, et al,
2015, pp.51-60). Predictive Analysis helps distribute the workload
because of the IT service organization is extracted and analysed from a
plurality of data source data.

Most of ITSM software solutions provider, has added some predictive
analysis capabilities to service analysis solutions. However, if you do not
have the expertise to understand the data that IT organizations have been
provided, these features are not useful. In the IT organization, it employs a
data scientist, it is important to get the most out of all the data and
performance metrics IT service management tools to provide immediately.

In virtual reality (VR) solutions is shifted to the business
environment, it might take several years. However, please do not count too soon
the VR output. Knowledge management is a challenge for continued many
organizations. The very near future, VR technology should come as no surprise
that what is used in training purposes. Research and Markets, the industry
showed a more than 60% growth annually over the next five years, technology,
entertainment, we believe that the number a lot of technology in the major
media of the business is changing the enjoy fringe technology (Bolívar, et al, 2015, pp.51-60). Techniques
have been remodelled, if accessible through the ITSM self-service portal, VR
will soon become a component of knowledge management.


Risks for Business Continuity


Some organisations believe there are too many risks with using
Virtual Reality, one is the US Army.

A risk that the US military knows very well is information
security. In order to protect the information and communication, not all of the
virtual environment is created equal. “In fact, the big risk is present in
the deployment of virtual environment,” Maxwell said. Since this
technology is an open source, he is currently, including those owned by the US
military, he agreed to talk about OpenSimulator that are used to move the
virtual world of thousands (Bolívar, et al,
2015, pp.51-60).

He said, “civilians are thinking of security unlike us.”
The “normal development of OpenSimulator is actually not quite safe
for” some of the security issues, or to travel the world to the virtual
world of the owner is different from, or upload their own content, the complex interactions
It is associated with a function that enables. According to researchers is, to
decide in advance whether to monitor how much companies, recommends that convey
the policy to employees and customers. Employees and customers to enter the
virtual world, using the avatar of the individual, does not want the situation
to claim that their actions are expected to be private. VR is aware of its
value as a powerful educational tool, to add an exciting and dynamic new
learning, it will be more interesting learning. Products such as Oculus Rift
and Samsung Gear VR, as compared to a non-immersive learning, have been shown
to provide a more natural learning experience. Training using the VR has been
shown to be cost-effective, it has been demonstrated to dramatically improve
learning and knowledge retention. In a production environment, VR is to improve
productivity and operational efficiency. All in all, there are security risks
and there are physical risks, privacy risks and behavioural risks with VR in
the current state in evolution that it is in, but these are issues that can be
resolved as the technology advances. Korolov, M. (2014)




All in all, I believe my choice of technology (Virtual Reality)
can be used to provide a service. From my findings, I identified ways in which
VR can be used as a service for businesses from helping interaction between
business and customer, to entertainment and gaming to training services for
businesses and organisations. From my analysis of the different types of
services, I found that using VR for training special services could be an area
that VR as a technology could suppress in and where it could reach its peak.
This is a service that the technology may not be ready to provide but will do
so in the next few years as the use of VR expands in all industries it will
further improve and advance the technology.