ICT265 ITIL and Continuous Improvement at Fidelity Investments: IT Service Management Fundamentals ECA, Singapore

Published: 27 Mar, 2025
Category Assignment (ECA) Subject Management
University Singapore University of Social Science (SUSS) Module Title ICT265: IT Service Management Fundamentals

ICT265 End of Course Assessment Questions 

Question 1

(a) What is the importance of Continual Improvement in Abigail Johnson’s statement “I’m here because I love this stuff…all that the future might hold”. Discuss how Fidelity handled continual improvement based on their investments until around 2005.

(b) With respect to the changes brought about by the implementation of continuous improvement practices in Fidelity Investments, how can you help the Fidelity’s management to understand that ‘The Change Control Practice’ of ITIL could be useful to them.

Question 2

Explain how the working of Fidelity Labs in the designing and development of innovation followed each of the important ITIL guiding principles as below:

(a) “Collaborate and Promote Visibility”

(b) “Progress Iteratively with Feedback”

Get Custom Answers for This Assessment and Boost Your Grades

Order Non-Plagiarized Assignment

Question 3

(a) Discuss how Fidelity created a new product in the area of estate planning using the concept of value co-creation?

(b) Refer to the Organizations and People dimension of ITIL, describe the importance of well-defined roles and responsibilities and how this dimension was handled at Fidelity as seen in the case study.

Question 4

(a) With technological advancements and automation being adopted in Fidelity, the probability of incidents should not be ruled out. Identify any FOUR (4) of the customer-facing technological solutions developed by Fidelity and explain to Abigail Johnson and her executives how they can benefit from the incident management practice of ITIL.

(b) Describe what Fidelity did to manage customer calls and improve customer service. Illustrate to Fidelity the pros and cons of any of the FOUR (4) channels of the ITIL Service Desk practice.

Question 5

(a) What is the purpose of the ITIL Service Value System and how Opportunity and Demand can be identified from Tom Herrick’s description of a seamless customer experience?

(b) The ITIL Service Value System is said to provide the means to achieve organizational agility and resilience. Explain what organizational agility and organizational resilience is and discuss with reference to why this was important for Fidelity considering what Fidelity’s competitors were doing in tandem with the market challenges of the future.

Need plagiarism-free solutions for your college/university assignments

Get Started Today and Receive Plagiarism-Free Work

Are you at SUSS University student, and do you need help with the end-of-course assessment for ICT265: IT Service Management Fundamentals? Look no further! We are here for assessment help for students facing problems with ECA. We also provide a free list of assessment examples and solutions that are written by PhD expert writers—100% original content, no plagiarism! Plus, our assignment writers provide solutions by completing them before the deadline. Quality and accuracy are taken care of. So contact us today and be stress-free!

Workingment Unique Features

Hire Assignment Helper Today!


Latest Free Samples for University Students

Customer Experience Strategy CW4 Formative Assessment Report Example | BPP

Category: Report Writing Example

Subject: Management

University: BPP Business School

Module Title: Customer Experience Strategy

View Free Samples

BUS7095 Business and Management Research Project Option 4 (Business Plan) Assignment Sample 2024-25, Sem3 | BCU

Category: Assignment

Subject: Business

University: Birmingham City University

Module Title: BUS7095 Business and Management Research Project Option 4 (Business Plan)

View Free Samples

RBP020L063H Leadership and Change Management Assignment Sample

Category: Assignment

Subject: Management

University: University of Roehampton

Module Title: RBP020L063H Leadership and Change Management

View Free Samples

HRMM080 Ethical and Responsible Leadership AS2 Reflective Portfolio Sample

Category: Assignment

Subject: Management

University: University of Northampton

Module Title: HRMM080 Ethical and Responsible Leadership

View Free Samples

ACAD1346 The child’s live Experience Developing Confidence Learners Assignment Sample

Category: Assignment

Subject: Education

University: University of Greenwich (UOG)

Module Title: ACAD1346 The child’s live Experience Developing Confidence Learners

View Free Samples
Online Assignment Help in UK