ITIL Assessment Prof Issues

Assessment task 1
Outcome covered 1
Assessment task instructions
Attempt all questions. Responses should be around 100 words for each answer.
Candidates can bring to the assessment event any notes, textbooks, hand-outs or other material according to centre rules.
1. Within an IT support help desk environment, describe the role of ITIL standards in the provision of quality IT service management.
ITIL standards in the delivery of the quality IT Service Management play a vital role in the quality of IT service management; the service desk aims to act as a data interface between the customers and the organisation to accomplish the establishments’ goals. The ITIL service desk is provided to use a standard of best practices, this improves the quality of the IT service, improve and the costs are also reduced. Although the ITIL Service Desk main task may be answering/responding to calls it isn’t the only one – The Service Desk is the decider of which route it will continue through and it will control the entire lifecycle.
2. The areas in which professional institutions operate extend beyond simply representing their members. Discuss briefly two examples of this.
Two examples of areas in which professional institutions operate extend beyond simply representing their members are; Professional institutions operate, set certain standards, this is done by setting and applying certain principles for its members. Most commonly done by a code of conduct, which can be strict. The other is that they also advise the government in such ways such as Court Cases. In this situation they would be an expert witness and they can explain/understand the specific information and translate it for the other people there that may not understand the technical information.
3. Depending upon your job role within an organisation, certain professional institutions may be more suitable to support you. Identify two roles and discuss which Professional Institution would be most appropriate.
First role would be an IT Support Technician as I am studying this at college; this would be my strongest field. An IT Support Technician must be up-to-date with knowledge of the specific equipment/software that is used in an institution and having such knowledge of server installation, firewall programming, general IT Support, Network support and future proof methods.
Second role would be a computer programmer, as I have knowledge of computer programming and enjoy it in my own time this would also suit me. A computer programmer creates computer software by writing lines of code and compiling them in such a way that it will run a series of actions which usually can be to increase efficiency, accuracy, solve problems or make tasks easier.
4. Explain the range of ITIL standards available to practitioners.
ITIL standards are available to practitioners, these come in five different levels which are; Foundation Level (being the lowest), Intermediate Level, Managing Across the Lifecycle, Expert Level and Master Qualification (being the highest). The way these qualifications/standards are organized proves it is very flexible. It is flexible because is that each level shows practitioners what is asked of them and what they can do within that area of ITIL, because of this, this allows more accessibility as you are not restricted to one level, meaning that you can work within your own means. As if you do not want to progress/learn more you can be restricted to one if you want to be.
5. Describe a typical hierarchy within a computing/IT department of an organisation and the types of professional development offered by professional institutions to support progression of the individual.
Usually experience, knowledge and qualification usually divides the hierarchy within an IT organisation. The first tier would be Foundation level, this would be the support/service desk – this is the entry level. The member within the organisation can move up the chain by learning more specific areas – this would be Intermediate level. The next level would be Managing Across the lifecycle, this can be achieved by branching out even further into the same specific areas. As the practitioner continues to progress and improve their knowledge in the specific area they will become an expert in ITIL. This will mean that they finally reach the Master qualification.