ITSA Technical Report + Exam Reflection

With my ePortfolio links sent, my exam done and the report submitted the ITSA module seems ended.

It was enlightening and enticing. The ITIL framework appeared valuable, comprehensive and accessible. I would not decline a push down such a pathway towards systems administration.

My report pleasantly fit into the word count of 3000 +/-5% = 2850 <> 3300 and looked pretty nice, filling 15 pages with an 80/20 split between text and images.

I did leave a few omissions, due to unfortunate time and lifestyle constraints in the period, such as visualisations for the service – which is unusual for me (I, the Artist) – and capacity management details, but most of the requirements were met from what I understood of the outline.

The most important aspect of this module’s study is the development of familiarity with ITIL and similar principality framework s – which I now surely have. Although I didn’t do a competitively comprehensive service design, I’m now sure that I could hit the ground running or walking with ITIL, not crawling. I would have appreciated more time to communicate with the tutor about the work though, as that always provides benefits and pushes toward the real specification.

The ‘real specification’ is not always on the coursework outline document due to vague explanations that leave students guessing. Instead, it can sometimes remain in the mind of the outline author. I left human resource management information out, due to low priority and lack of explicit requirements.

ITIL presents principles and methods to increase service quality, value (utility+warranty) and management. Therefore, if service provision is one’s business, one should become familiar with ITILv3 or another systems management framework.

The core understanding gleamed from this period of study is in the principles based in ‘operational competency’ that connect all management frameworks for systems administration. Processes must be fully considered and knowledge bases such as ITIL provide the required solutions without catastrophic trial and error.


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