IT Service Management
At present, there is an increasing level of the competition that creates the issue for the firm to successful handle the all business and marketing operation effectively.
Because of this, in order to manage the all work effectively and to have a good flow in the business, the use of IT information system is one of the best ways that is used by the firm to manage this issue and to develop a good customer base (Conger et al., 2009).
With the respect of this, this paper discusses the importance of ITSM at HMRC and the impact of change management process on the firm. At the same time, in this report, ITIL processes and the ISO certification that are used by the firm to get and use the information system are also discussed.
IT’S Service Management at HMRC
There is a vital role of the IT service management in the success of the firm because of handling the different works in less time and the effective manner. In this, the one of the major use of IT service management is to handle all business requirement of the firm that assists the firm to take better decision and to manage the all business requirement effectively.
At the same time, the use of IT service management is also helpful for HRMC to keep update the information about the tax, customs duty, etc that makes easy the HRMC to have the effective decision on the basis of this information (Knapp, 2010).
Because of this the use of IT service management is quite better for HRMC. In like manner, the IT service management also assists the firm to meet the al need of the customers those pay the tax, custom as well as those people that pay for the UK’s public services.
It is because there are different issues and the challenges that faced by the people at the time of using the all services of the HMRC. Due to this concern, it can be determined that the use of IT service management is quite effective for HMRC.
In like manner, the use of IT service management also increases service of HMRC for helping the families and individuals with targeted financial support. It is because due to the use of IT service management, it is easy for HMRC to manage the all financial support for the firm and to better help for the customers regarding the financial support (Pohl, 2010).
In like manner, the use of IT service management also minimizes the human effort that assists the firm in terms of saving the cost of the firm and the time. It is because all work is handled by IT services management software with full of accuracy and without error.
In the same concern of this, in the research of Meredith Belbin (2011), it is also stated that the HRMC is one of the major public service working sector due to handling lots of work related to the income tax, VAT, etc. because of this the use of IT’S Service Management is quite necessary for HRMC for better handling the all working operation and to provide the effective service for all UK people.
Apart from this, the use of IT Service Management is also helpful for HMRC to successfully handling the al new scheme such as tax-free childcare launches today for children under four, making tax digital, automatic exchange of information (AEOI) deadline fast approaching for Financial Institutions, etc,
it is because in order to better management of all scheme, there is a need for the firm to manage the lots of customers data and providing the appreciate information for the customers on time and effectively. Due to this, the use of IT Service Management is helpful for HMRC to successful managing the all working and business operations (Lankes, 2011).
In addition, the information system is also helpful for HMRC to consider the day to day activities such as tax filling, custom checking, etc that is quite necessary for the HMRC for better handling of the all operation and to complete all responsibility effectively.
Change management is a significant part of an organization to execute the changes in any process and improve the efficiency and effectiveness of the operational activities and processes.
There is a standard process that is helpful for the organization to hold a specific Change Advisory Board (CAB) before implementing any change. There is a formal authority that accepts IT change within the organization.
Extra time is allowed to track and manage the outstanding activities and service acceptance criteria and recognize the impact of risks on the enterprise. At the same time, the Change Advisory Board (CAB) is also made by HMRC as a change management process and it is quite helpful for the firm as well as for the HMRC also (Meredith Belbin, 2011).
It is because in this, there is full availability for each and every service to have its own CAB early. It helps the HMRC to provide the better services for the customers and to have a good business process. Additionally, the successful implementation of the change management process assists HMRC to develop the corporate culture.
It is because change management in the IT process provide the assistance for the employees to handle the all works effectively and to manage the all the all tasks. That is why, the change manage in the IT process of the firm is helpful for the firm as well.
Apart from this, the change management in the HMRC also assists the employees in terms of generating the new opportunities for them. It is because the use of IT service management in the business and the services as well as to make the Change Advisory Board creates the new opportunities for the employees (Etzion, and Niblett, 2010).
These all new opportunities for the employees make the cause of increasing the customer satisfaction and also overcome the employees’ resistance. Because of this, it can be determined that the change management plays a significant role in the successful implementation of the IT service management services and to increase the performance of the firm as well.
In addition to this, the change management is HMRC also helpful in the consistent communication between the employees and the customers. It is because there are various departments in HMRC from where, people communicate with the employees regarding the services like Tax credits, national income, income tax, etc.
But at the same time, due to different work department, it creates the issue for the people to successfully and effectively get the solutions of their issue (Sage, and Rouse, 2009). Regarding this concern, the change management like implementation of the IT service management makes easy the people to get the solution of their queries and better use of all services provided by the HMRC.
Along with this, the change management also assists the firm to identify the need of the training and the improvement in the working process of the firm. It is because change management changed the all existing working process and create the need for the employees to work according to the new technology.
It helps HMRC to identify the need of the employees regarding the training for providing the better service for the people (Anderson, and Anderson, 2010). Because of this concern, it can be stated that the change management process assists HMRC to increase operation efficiency and to increase the employee’s productivity also.
The ISO 9001 quality standard is related to provide criteria and serve as guidance for quality management aspects for an organization to make certain that the products or services offered by the organization are effective to meet the different requirements of the customers (Heras‐Saizarbitoria and Boiral, 2013).
The quality standard in the ISO9001 system also addresses that the existing quality is continuously being improved. Moreover, ISO20000 IT service management assist an IT organization to set certain standards to manage its services, develop capabilities to cater to customer requirements and self-assess the business performance.
This ISO standard enables the IT organization to align the business needs with standard business practices (Iden and Eikebrokk, 2013). The ISO27001 standard defines the requirement for the organization information security management. This also helps the organization to administer the security of its assets.
For an IT organization, this ISO standard helps to administer the intellectual property security, key account details, and financial data security. It can be noted that these standard are directed towards meeting the business requirements and to cater to needs of the customers and business clients.
The growing need of the organization for the information security is facilitated with the cloud computing, and use of internet has increased the demands of an ISO27001 standard (Sheikhpour and Modiri, 2012).
The companies are meeting the requirement of quality standards as well as security standard for the smooth functioning of the business services and handling current difficulties in meeting the customer requirements and to meet the business compliances without any legal obligations.
The companies are integrating quality standard along with IT security management by constructing an Integrated Management System (IMS). Therefore, it is essential to align these ISO standards to meet the future business needs and challenges.
The alignment of ISO9001 quality standard with ISO27001 information security management standard is useful for the IT organization to save time in meeting the separate requirements and also reduce the effort of the organization to preserve the dual system to achieve the compliance in relation to quality standard and security standards.
It can be said that these ISO standards are interrelated as the standards deals quality standards with various aspects of quality management system. The service management standard and information security management standard are standards for IT organization.
The benefits of these standards linked together for the IT organization to continuously improve the processes and service and optimize the business operations with a combined aim to satisfy customers.
Some other interrelated benefits of these standards are to increase the market competitiveness of the firm, improve the business culture and increase the credibility of the company for the investors and customers (Iden and Eikebrokk, 2013).
However, it can be stated that to achieve these ISO certifications the company needs to satisfy certain requirements to get qualified for initial assessment process of getting certified.
Figure 1 Process of ISO certification
The company needs to implement a quality management system (QMS) to satisfy the requirement of the ISO9001 quality standard. The company is required to fulfill the mandatory requirements for different clauses such as resource management, product realization, management responsibility, general quality management system requirements and measurement, analysis, and improvement for the QMS system implementation.
Similarly, for the ISO20000 IT service management standard it is essential for the company to certain that the IT services are properly administered and meeting the business and customer needs (Iden and Eikebrokk, 2013). The company also needs to put the effort in continually improving the IT process and services to align with business objectives and to fulfill the business needs.
To achieve ISO27001 information security management standard the company needs to ensure proper data governance, have the proper framework for security requirements, security risk is managed in most cost effective manner to achieve security objectives. The company needs to ensure the policies and new IT security process employed by the company is in compliance with regulation and IT laws.
It is also important for the company to provide necessary information regarding the security policies being implemented along with other standards and directives to the business associates and customers.
The criteria for this standard should meet requirements such as proper management of assets, effective management of communications and operations (segregation of duties, change management), access control and compliance with security policies, Intellectual Property Rights (IPR), data protection, the privacy of business data records and personal information, and prevention of misuse of information (Sheikhpour and Modiri, 2012).
Therefore, it is significant for the company to demonstrate its capability to continually improving the business process, delivery of IT services, comply with the regulatory requirements and to manage security risk in the most cost-effective way. The company needs to develop the capability to keep customer focus and meet the business and customer need to keep the customer satisfied.
There are different steps of ITIL process that are followed by HMRC in order to better management of all services and to provide the effective services for the customers. Below are some important steps with their priority by HMRC.
| No | Steps |
| 1 | Incident management |
| 2 | Problem management |
| 3 | Change management |
| 4 | Capacity management |
| 5 | Service level management |
| 6 | Service asset and configuration management |
These are the steps that are followed by HMRC because it assists the firm to increase the service and to have a good business platform. In the same concern of this, the one of the major and most propriety stage of ITIL process is the incident stage that comes in the first of ITIL process for the HMRC.
The reason in this is that there are different incident related to infrastructures of the firm and some other related to the employees, customers, service, etc that creates the issue for HMRC to successfully manage the all working operation effectively and to have the flow in the business process.
As in the research of Bulgurcu et al., (2010), it is also determined that there are different incident occurred in the firm like system hack, system corrupt, natural disaster, etc that make the cause of lots of business loss for the firm and affect the productivity of the firm as well.
In addition, due to any incident in the fir, there are also high possibilities that all works of the firm don’t work properly that can affect the customer vase and the service of the firm (Davenport, 2013). Because of this concern, the incident management is on the first position of the ITIL process.
In like manner, as the HMRC is the UK’s tax, payments and customs authority that is why it can be stayed that there are different works that play the major contribution in the economy development of the country are accomplished by this department (Neničková, 2011).
So, if any incident occurs in the firm then it will not only affect only the HMRC working process but it will also affect the other working operation of the different another department of the firm as well. Because of this, the incident management is one of the major steps of the ITIL process that come on the first propriety of the HMRC (Seborg et al., 2010).
In addition to this, in order to manage the incident related issue and for better incident management, there are different stages and the steps that are used by the HRMC.
In this, providing the training for the al employees and take the backup of all data, etc are the major ways that are used by HMRC. As well as, there are also different ISO certified rules like ISO9001 quality standard, ISO20000 IT service management standard, ISO27001 information security management standard, etc that are also followed by HMRC in order to manage all incident related to the legal business operation.
So, it can be stated that the incident management is on the top in the first ITIL process. At the same time, there are also various stages such as problem management, change management, etc that are also followed by the firm in the ITIL process in the HMRC (Beniger, 2009).
There are also different problems related to employees’ engagement and the services of the firm that make create the different business and financial issue for the firm.
Due to this concern, the problem identification with in firm in limited tie and the effectively is quite necessary for the firm (Cameron, and Green, 2015). That is why, it can be determined that have on the second priority of the problem management ITIL process is the right way and the decision of HMRC.
At the same time, the change management is also one of the major steps of ITIL process in the HMRC that is counted in the third of the ITIL process. It is because it has its impact on the operation process of the firm but not more than the incident management and the problem management (Zhang et al., 2009).
A well as, there are also some other steps like capacity management, service level management, and service asset and configuration management that are also consider in the ITIL process of the HMRC.
From the above discussion, it can be concluded that HMRC is one of the major and important organization of the UK that manages the UK’s tax, payments and customs authority.
As well as, it can also be concluded that there are also different ways that are used by the firm in order to perform in a good manner and timely provide the service for the customers. In this, the use of IT service management in the service of the firm is one of the best and important tolls that are used by HMRC in order to increase the efficiency in the work and to overcome the work load of the employees.
Additionally, it can also be determined that the use of IT service management in the business process also helps the HMRC to manage the different issues related to the services that they provide for the customers.
In like manner, from the above discussion, it can also be stated that change management process plays a significant role in the working of the firm. It is because there are lots of advantages of using the change management as it develops the culture of HMRC that is quite necessary to have a good working environment and to increase the flow of business.
Because of this, it is stated that change management is one of the major parts of the firm. In addition, it also helps to create the new opportunities for the employees and also consistent communication between the employees and the customers as well as it also identify the need of the training and the improvement in the working process of the firm.
Due to this concern, it can be defined that there is a vital role of the change management process in the success of working process of HMRC. In addition to this, it can also be defined that there are different ISO certifications like ISO9001 quality standard, ISO20000 IT service management standard, ISO27001 information security management standard that is also followed and considered by the HMRC during its working conditions.
At the same time, it can also be concluded that HMRC follows an ITIL processes and in this there are different steps like incident management, change management, etc that are followed by HMRC. So, in this concern, it can be finalized that HMRC considers that incident management is one of the major important steps and because of this, it is on the top.
As well as, it can also be stated that there are different ways that are also used by HMRC to manage the incident management process and to have good flow in its working process.
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