Quotation Marks and Punctuation

Quotes and Punctuation Quotes and Punctuation Quotes and Punctuation By Maeve Maddox A few perusers have gotten some information about accentuation toward the finish of a sentence that contains quotes. The main inquiry pose to me to pick which of coming up next is effectively punctuated: I’m awesome. You shouldâ probably follow me!†.â â I’m awesome. You should presumably tail me. My answer: Neither. The shout mark toward the finish of the primary explanation is adequate end accentuation. No period is required outside the quotes: I’m awesome. You shouldâ probably follow me!†Ã¢ The period toward the finish of the subsequent model has a place inside the quotes: I’m awesome. You should likely tail me. The subsequent inquiry pose if this sentence is accurately punctuated: Do you think she has the nerve to let him know, You are a horrendous man.? Like individuals, accentuation marks shake about in a certain hierarchy. A question mark muscles out a period: Do you think she has the nerve to let him know, You are a horrendous man? The third inquiry pose if two question marks are required when a citation is framed inside an inquiry. For instance: The teacher asked the class, â€Å"Did you appreciate the play Who’s Afraid of Virginia Woolf?†? Answer: No. One inquiry mark is adequate: The educator asked the class, â€Å"Did you appreciate the play Who’s Afraid of Virginia Woolf?† Question marks and outcry marks drive out periods and commas. Think about: He stated, â€Å"I despise you.† (period toward the finish of the sentence I detest you.) Would you be able to accept he stated, â€Å"I despise you†? (period overshadowed by question mark) â€Å"George Clooney is gorgeous,† she said. (comma after proclamation and before attribution) â€Å"Do you think George Clooney is gorgeous?† she inquired. (question mark shrouds comma) There is, be that as it may, a circumstance where a comma is called for after a question mark, despite the fact that the subsequent enhanced visualization is monstrous. You would utilize both the question mark and a comma on the off chance that you were posting a few plays by Edward Albee: The Zoo Story, The Death of Bessie Smith, Who’s Afraid of Virginia Woolf?, Tiny Alice, and Seascape. Need to improve your English in a short time a day? Get a membership and begin accepting our composing tips and activities day by day! Continue learning! Peruse the Punctuation classification, check our famous posts, or pick a related post below:Compared to or Compared with?Capitalization Rules for the Names of GamesEach versus Both

Bruce Lee’s Passion in Martial Arts and Entertainment free essay sample

Bruce Lee is a man who followed up on his fate and was celebrated for every one of his accomplishments in America and China. His assurance as an entertainer and military craftsman made him a legend all through the world despite the fact that he passed on from cerebral cerebrum growing at 32 years old. He is viewed as the â€Å"Greatest Martial Artist of the twentieth Century† in light of the fact that his methods of reasoning and smart lessons have affected many, including myself. Since Lee was a man who made his fantasies a reality he started his movie vocation when he was six years of age, brought the specialty of hand to hand fighting and film to America, and he additionally made his own style of combative techniques called Jeet Kune Do. Bruce lee His first screen appearance was at a quarter of a year old in his dads film (Roensch 15-18). This was the start, prompting more than twenty movie jobs and consistently expanding fame among Hong Kong crowds (The Bruce Lee Story 1). We will compose a custom article test on Bruce Lee’s Passion in Martial Arts and Entertainment or then again any comparable point explicitly for you Don't WasteYour Time Recruit WRITER Just 13.90/page A portion of the motion pictures he had made were Enter the Dragon, Fists of Fury and The Return of the Dragon. Despite the fact that Bruce Lee passed on so youthful, he despite everything had the acting experience since he began acting when he was youthful. What is Jeet Kune Do? Basically, its English interpretation is method of the catching clench hand. Bruce concentrates a wide range of battling from American Boxing to Thai Kickboxing. His straightforward way of thinking was instead of square a punch and hit back with two particular movements, why not catch and hit in one, liquid stroke. Smoothness was the perfect. Attempt to acquire a pleasantly tied bundle of water, Bruce would insult. Much the same as water, we should continue proceeding onward, Inosanto reitterates. For once water stops, it gets stale. Water, Bruce would consistently give for instance, is the toughtest thing on Earth. It is basically indestructable; it is delicate, yet it can destroy rocks. Move like water. Bruce analyzed unbending traditional controls and modified them with liquid, po-mo upgrades. Its great yet it needs rebuilding, he would state. Traditional strategies didn't consider the truth of road battling. Jeet Kune Do did. It was commonsense, reality-based, experimental not a lot of positions, stances and gobbledegook passed on from times long past. Second, he brought the craft of hand to hand fighting and film to America. The combative techniques that he acquired affected numerous individuals the U. S (Roensch 7). He likewise affected numerous different Asians to act nowadays, for example, Jet Li and Jackie Chan (Roensch 9). At the point when Bruce Lee tried out for up and coming films, he was turned down and was dismissed on the grounds that he was excessively oriental (The Bruce Lee Story 2 3). Despite the fact that he was dismissed in American motion pictures, he was as yet ready to make motion pictures in Hong Kong. His objective was to make five motion pictures in Hong Kong yet he wound up making four and a half motion pictures since he passed on during the fifth film (The Bruce Lee Story 2 3). The film that he didnt finish was called Game of Death. Bruce Lee rehearsed the nunchaku with Mr. Dan Inosanto and this additionally put him on the map. The nunchaku is comprised of two short wooden or metal bars that are associated by a short chain. Mr. Dan Inosanto was one of Bruce Lees dearest companions that showed him the craft of the nunchaku (The Bruce Lee Story 2 1-2). Before he made the motion pictures in Hong Kong, he made a progression of shows in America called The Green Hornet featuring Van Williams and Bruce Lee (The Bruce Lee Story 2 1). Notwithstanding fame, he needed to be known as an entertainer as opposed to a hotshot. Bruce Lee had numerous well known expressions in different films and meetings. One of them was ? The word ? genius truly turns me off, and Ill reveal to you why on the grounds that the word ? star, is a fantasy, it is something-what the open calls you. You should view [yourself] as an on-screen character. I mean you would be exceptionally satisfied on the off chance that someone stated, ? Hello man, youre a super on-screen character! It is obviously superior to ? whiz' (Little 132).

disinterprerto!

disinterprerto! I will admit: Ive been in a bit of a rut. Dont get me wrong. Life as an AeroAstro is amazing in a lot of respects. 9AM classes for Unified Engineering mean my afternoons are very free. Since Im also living at East Campus now, and not Next House, Im spending a lot more time on my hall and making new friends with hallmates. I no longer tool alone (like I did for most of last year) and I feel like Ive found an amazing group of friends who understand me. Im continuing on with the Design/Build/Fly team, training all our delightful new members and gearing up to fly (and win!) in Tucson next April. And late last week, the entire AeroAstro department canceled classes on Thursday and Friday for the AeroAstro Centennial Symposium, celebrating the 100th anniversary of the MIT AeroAstro department. I got to meet astronauts, hear Elon Musk speak live, and get expert perspectives firsthand from industry and academic professionals about the future of commercial aviation, spaceflight, autonomy in aerospace, and aerospace education. There was a moment which stuck in my mind. I was fortunately well-positioned to get a picture. Thats Michael Collins, speaking from the audience during the Q/A session of the astronaut panel on Friday morning. Picture the scene: 11-odd current and past astronauts, men (and one woman) who fixed the Hubble or deployed Chandra or lived on the International Space Station, sitting on stage. Theyd spent the past hour reminiscing about MIT, sitting across from each other in Unified Engineering or working in each others labs or writing their theses. Here was this elite group of people, modern heroes of engineering, and a crowd of aerospace students looking up to them from the audience. Then Michael Collins stands up, the so-called third astronaut of Apollo 11. As xkcd puts it, the loneliest human: Here was this man, the first man to orbit the moon, a man whos been the farthest away from Earth humanity has ever been, and he stands up from the audience to say a few words applauding the teamwork, spirit, and inspiration of the astronauts on stage. I dont remember exactly what he said (there will be videos online later), but I remember how it made me feel. It was a feeling of witnessing something of great import, a convergence of everything that astronautics represents and strives for. Engineers, astronauts, scientists of the present, past, and futureall in one room, all full of overflowing respect and humble awe for each other. Over the weekend, however, I got a little stuckfor a variety of reasons. I was feeling unmotivated with schoolwork, frustrated with how I was handling Unified, and generally a little worn around the edges. So I gave myself a break. I submitted a job application, and then I wrote a play for my playwriting class about five people who get trapped in an elevator. I cleaned my room, wiped down the floors, laid down a rug, and took a nap. While I napped, I dreamed that I was Harry Potter, in the labyrinth at the end of Goblet of Fire. I came across a monsterone of those zombies from Half-Liferaised my wand in defenseand got stuck. Fortunately, Ron Weasley was by my side, and he told me something that spurred me into action. I found the spell disinterprerto! coming out of my mouth, and zapped the zombie, which promptly morphed intoGollum. Huh. Again, said Ron. So I did it again, and Gollum turned into a human in a skin-colored morphsuit. One more timeand it disappeared. And I woke up. It struck me that my dream represented a good approach to MIT. When youre stuck, there are friends there to help you deal with your problems. And when there are problems you dont know how to deal with, you can break them down into simpler and less threatening-looking problems, until before you know it, its gone and youre moving forward through the maze. Youre not really sure where youre going, but youre moving forwardand youre with friends. So here I am, recharged with inspiration, still feeling a little worn, but moving forward. The semester is, unbelievably, half-over, zooming by in a way that it didnt seem to do last year. But Im moving forward. And Im with friends.

Violent Media Is Good For Kids By Gerard Jones - 972 Words

Mother Jones, an American independent news organization, published the essay, â€Å"Violent Media is Good for Kids† by Gerard Jones on June 28, 2000. In this article, Jones, a comic book writer, argues that violent media can have positive effects on children’s behavior. In fact, he asserts that â€Å"superhero stories helps kids negotiate the conflicts between the inner self and the public self† (60). Even though Jones’s thesis, refutation, and the conclusion are strong to support his argument, his evidence is weak to convince his audience about his point of view. The stronger part of Jones’s essay is his thesis because it is clear, debatable, and firm. His thesis points out that violent media has â€Å"helped hundreds of people for every one it’s hurt† (61). Despite that, his thesis is located almost at the end of the essay, the reader evidently understands Jones’s opinion. Moreover, the readers can also question his position if they differ with the issue. Finally, Jones’s thesis is firm well-founded towards his view because of his career as a comic and movie writer. Undoubtedly, his thesis takes a firm stand that the readers can easily agree or disagree with the writer. Besides having a strong thesis, Jones also successfully refutes his opponents’ arguments. In both examples of refutation, he disproves his opponents’ views by giving a more concrete evidence for each one. For example, he cites the opposite argument in paragraph 7, in which, â€Å"pop psychologists [insist] that violentShow MoreRelatedViolent Media Is Good For Kids By Gerard Jones864 Words   |  4 PagesIn the article, â€Å"Violent Media Is Good for Kids†, the author, Gerard Jones, begins by providing background information about himself. As a child, Jones was taught that violence was wrong, and as he grew up, he learned that violent comics and stories aided him to become an action movies and comic book writer. In his article, the author addresses why violent media are good for children. He points out that it helps them transform better socially, explore and conquer their feelings, and improves self-knowledgeRead MoreExposing Children to Violence in Gerard Jo nes Essay Violent Media is Good for Kids659 Words   |  3 Pages In Gerard Jones essay â€Å"Violent Media is Good for Kids,† he argues a position not taken by many in todays culture. Jones advocates children should be exposed to violent media in order to overcome real life hardships. The problem with Jones argument arise when he fails to develop his somewhat dated ideas and leaves his audience questioning how effective such exposure would be. In the exposition of Jones essay, he tells the story of his sheltered childhood. Growing up in a â€Å"progressive† familyRead MoreViolent Media Is Good For Kids Essay1083 Words   |  5 PagesViolent Comics Are the New Superheroes In the writing of Gerard Jones â€Å"Violent Media is Good for Kids† is very interesting essay in which he describes how violent media can help kids to overcome obstacles, but whether it is convincing or not, I am not truly sure because the way the essay is written is biased. Jones as writer is making this controversial topic to gain more audience to read his writings, in addition, this essay fails in detail, it needs more statistics to support the examples thatRead MoreInternet and Children1097 Words   |  5 Pagesin the essay â€Å"Violent Media is Good for Kids,† Gerard Jones tries to convince people, especially the kids’ parents, that violent media is good or furthermore, it is essential for the development of children. He uses his own childhood as an example of how media or The Hulk helped him switch to â€Å"more sophisticated heroes† (Jones 195), and â€Å"finally found my own lead along a twisting path to a career and an identity† (Jones 196). Afterwards, his son was afraid to climb a tree, so Jones read the storiesRead MoreEssay on Violent Media...Good for Kids? 970 Words   |  4 PagesIn â€Å"Violent Media is Good for Kids† Gerard Jones introduces us to his fearful and lonesome childhood. He lived in a world where he was taught to be the violence fearing, and passive boy his parents wanted him to be. But, when one of his mother’s students gave him a Marvel comic book, his fearfulness was transformed into inspiration. He found a way to escape these discouraging feelings through the â€Å"stifled rage and desire for power† (Jones 285) that he had newly found. The popular comic book heroRead MoreViolent Media Argument Analysis983 Words   |  4 PagesMy argument synthesis essay â€Å"Violent media is good for kids† is a fascinating article written by Gerard Jones. He makes an argument about how many forms of creative violence help many more children than they harm by giving them a tool to master their rage. At thirteen years of age he explains how forms of violence have been insightful and impactful for him. Growing up alone and afraid Gerard was taught by his parents that rage was something to be overcome and that violence was wrong. He was placedRead MoreEssay about Violent Media Is Good for Kids1069 Words   |  5 PagesVIOLENT MEDIA IS GOOD FOR KIDS By Gerard Jones In our class book Practical Argument, I chose â€Å"Violent Media is Good for Kids† by Gerard Joneson page 36. In this article Jones states and tries to prove that violent media is undeniably good for children. He challenges this by saying what he believes also how he grew up too passive because he was sheltered from the media. Upon hearing that the media has lofty messages of pacifism and tolerance (par.2), his mother had borrowed some comics for himRead MoreViolent Media Essay1316 Words   |  6 PagesGerard Jones is quite a fan of The Hulk and Tarzan comic books. In his essay â€Å"Violent Media is Good for Kids† Jones argues that the violence in those and other comics teach valuable lessons that will help children understand difficult emotions. Jones states that in â€Å"try (ing) to protect our children from their own feelings and fantasies, we shelter them not against violence but against power and selfhood.† Throughout the essay Jones relies on personal a necdotes that reveal his opinions about violenceRead MoreAnalysis Of Gerard JonesViolent Media Is Good For Kids912 Words   |  4 Pageswatch is a very controversial one. With media access so obtainable these days, violent media is practical everywhere. Many writers take a stand on this, and give an opinion of how the matter should be handled. Gerard Jones and John Leo both argue their case on how the approach towards how the situation should be handed. Jones argues that violent media is good for children, since it gives them a way to escape the harsh reality; however, Leo argues that violent media is a main source for many of the disturbingRead MoreThe Effects Of Violent Media On Children952 Words   |  4 PagesWhen it comes to the topic of violent media being beneficial for kids, most of us will readily agree that there is an ongoing debate on whether or not children should be exposed to violence. Where this agreement usually ends, however, is on the question of whether violent media can help children express their rage and other feelings that they are taught to deny. Whereas some are convinced that exposure to juvenile violence in the media is harmful to children, others maintain that it can help them

Profile of Christine Falling

Christine Falling was a 17-year-old babysitter when she murdered five babies and an elderly man. She was one of the youngest female serial killers in U.S. history. Childhood Years Christine Falling was born on March 12, 1963, in Perry, Florida to Ann, age 16 and Thomas Slaughter, age 65. Christine was Anns second child. Her sister Carol was born a year and a half earlier. From the beginning, life for Christine was challenging. Her mother Ann would often leave for months at a time. When Ann would return home, it seemed to her young daughters that she always came back pregnant. Over the following two years, after Christine was born, Ann had two more children, boys Michael and Earl. Of all the children, Thomas claimed only Earl as his biological child. The Slaughters were very poor, as were many living in Perry at the time. During Anns absence, Thomas cared for the children by bringing them out to the woods where he worked. But when he was in a work-related accident, Ann was forced to rejoin the family. After that the children were often shuffled around to family members until, according to Carol, Ann completely abandoned them, leaving them on a bench at a Perry shopping center. Jesse and Dolly Falling Dolly Falling wanted to be a mother  but was unable to have children. Her husband Jesse was related to the Slaughter children and they decided to adopt Carol and Christine. Life for the two girls at the Fallings home was unstable. Christine was epileptic and suffered from seizures. She also had severe learning and developmental problems. Physically she was unattractive, obese, and had an odd vacant look in her eyes. At an early age, Christine demonstrated personality traits that were worrisome. She would have severe fits of anger and displayed antisocial behavior. For example, she developed a fascination with torturing cats. She would strangle them and then drop them from up high to see if they really had nine lives. She learned immediately that they did not, yet that did not end her experiments. Both Carol and Christine became rebellious and unruly as they got older. However, according to author Madeline Blais in her book The Heart Is an Instrument, the girls were also subjected to physical and sexual abuse by Jesse Falling, something the Fallings both denied. However, life at the Falling home was so dysfunctional that the church pastor interceded and the Fallings agreed to send the girls away. A Refuge The girls were sent to the Great Oaks Village in Orlando. This was a group foster home designed to help neglected and abused children. Christine later commented on how much she enjoyed her time there, although according to social workers, during her stay she was a thief, compulsive liar, and would often get in trouble just for the attention that it brought. It was also noted in the social workers records that Jesse Falling had been arrested twice for sexually abusing Carol. The first arrest ended in a hung jury and the second time Dolly Falling dropped the charges. After a year at the refuge, the girls were returned to the Fallings. This time there was no sexual abuse, but the physical abuse continued. The final episode happened in October 1975 when Jesse allegedly subjected Christine to a severe beating for being 10 minutes late. He also insisted that she wear shorts to school the following day so everyone could see the justice marks. The following day the girls ran away. Munchausen Syndrome After six weeks of living with Carols friend, Christine decided to go to Blountstown and live with Ann, her birth mother. She managed to do that for a while, and in September 1977, at the age of 14, she married a man (reportedly her stepbrother) who was in his twenties. The marriage was riddled with arguments and violence and it ended after just six weeks. After her marriage failed, Christine developed a compulsion for going to the hospital emergency room. Each time she would complain of different ailments that doctors could not diagnose. One time she went complaining of bleeding, which turned out to be her regular menstrual period. Another time she thought a snake bit her. Within two years, she went to the hospital over 50 times. It seemed that Christines need for attention, which the counselors at Great Oaks Village had noted, was transferred to getting attention at the hospital. At that point, she was possibly developing Munchausen syndrome, an infliction in which those affected seek the comfort from medical personnel for exaggerated or self-inflicted symptoms of illnesses. Munchausen syndrome is closely related to Munchausen syndrome by proxy (MSbP/MSP), when they abuse another person, usually a child, to get attention or sympathy for themselves. Christine Finds Her Calling Christine Falling had few options when it came to earning a living. She was uneducated and her maturity level was that of a young child. She managed to make some money by babysitting for neighbors and family. In fact, it seemed to be her calling. Parents trusted her and she enjoyed being with the children, or so it appeared. Her Victims - The Children On February 25, 1980, Christine was babysitting two-year-old Cassidy Muffin Johnson, when according to Falling, the child became ill and fell out of her crib. She was diagnosed with encephalitis (inflammation of the brain) and died three days later. According to the autopsy, her death was due to blunt trauma to the skull. One of the doctors did not agree with the childs diagnosis and found Fallings tear-stained story questionable. He noted his suspicions that the baby was physically harmed and did not die of natural causes. He suggested that the police should talk to Falling, but investigators took no further action. Soon after the incident, Falling moved to Lakeland, Florida. The next two children to die were cousins, four-year-old Jeffrey Davis and two-year-old Joseph Spring. While caring for Jeffrey, Falling told doctors that he had stopped breathing. The autopsy report listed myocarditis, which is usually a result of a viral infection and causes inflammation of the heart. Three days later Falling was babysitting Joseph while his parents attended Jeffreys funeral. Falling said Joseph failed to wake up from his nap. He was also found with a viral infection and the case was closed. Falling decided to return to Perry  and took a position in July 1981 as a housekeeper for 77-year-old William Swindle. Swindle died on the first day that Falling worked. He was found on his kitchen floor. It was assumed that he suffered a massive heart attack. Not long after Swindles death, Fallings stepsister took her eight-month-old daughter, Jennifer Daniels, for her vaccinations. Falling went along. On the way home, the stepsister ran into the store for diapers and when she returned to the car Falling told her that Jennifer had stopped breathing. The baby was dead. On July 2, 1982, Falling was taking care of 10-week-old Travis Cook who was just home from the hospital after a week prior Christine had noticed he was having a hard time breathing. This time, however, Travis did not make it. Christine said he just suddenly died. The doctors and nurses ignored the usual tears that poured from Falling as she explained what happened. The autopsy showed that the childs death was caused by suffocation. Fallings reign of terror had finally ended. Fallings Confession Falling eventually confessed to five murders. She was afraid of getting the death penalty and agreed to a plea deal. She told detectives that she killed her victims by smotheration and had learned how to do it by watching television. She boasted about putting her own spin on the technique by placing a blanket over the children faces. She also said that she heard voices telling her to kill the baby. In a taped confession, she described the events leading up to the smotheration of each child. According to Falling: Cassidy Johnson was smothered because she had gotten kind of rowdy or something. Jeffrey Davis made me mad or something. I was already mad that morning. I just took it out on him and just started choking him til he was dead. Joe Boy was napping when I dont know. I just got the urge and wanted to kill him. Her niece, Jennifer Daniels died because She was continually crying and crying and crying and it made me mad so I just put my hands around her neck and choked her til she shut up. Travis Coleman was sleeping when for no apparent reason she killed him. Guilty Plea On September 17, 1982, Christine Falling plead guilty to murder two children and received two concurrent life sentences. After a few years in prison, she admitted to strangling William Swindle. In 2006, Falling came up for parole and was denied. Her next parole hearing was set for September 2017.

Explain Why Khrushchev Ordered the Building of the Berlin Wall in 1961 Free Essays

Explain why Khrushchev ordered the building of the Berlin Wall in 1961. There were several reasons why Khrushchev built the Berlin Wall in 1961, the first of which was the economic effects of free movement in between West and East Berlin. Since the division of the city, East Germans had been able, with enough money, to leave the GDR through Berlin which was described as a â€Å"gap in the Iron Curtain†. We will write a custom essay sample on Explain Why Khrushchev Ordered the Building of the Berlin Wall in 1961 or any similar topic only for you Order Now Between 1949 and 1961 in fact, up to 4 million had fled to the Western Germany, around 20,000 per month by 1960. Most of these were skilled workers, educated professionals and scientists attracted to the wealth and prosperity of the west as well as dissatisfied with the political conditions at home. This greatly affected the economic potential of the GDR with a reduction in productivity as well as less people to tax for income. This mass migration not only hurt the USSR economically, but politically as well. The Soviets had always prided itself to the world and used propaganda to depict the union as a â€Å"worker’s paradise†, superior to the capitalist West in every way. This was helped by the recent advances in technology including the launch of the first artificial satellite, Sputnik 1, in 1959 quickly followed up by the first man in space, Yuri Gagarin, in 1960, making Western technology seem left behind and outdated. As a result, the migration seemed to contradict the happy nature which the Soviets claimed existed, undermining the image of a prosperous East in the process. Another reason the wall was built was because of the belief that the West would do nothing to prevent it anyway. This was believed mainly as a result of the Hungarian Revolution in 1956. The US had failed to respond to calls of help from the Hungarians when the USSR re-invaded the country mainly for fear of war, only condemning it through the UN. Also, the fact that Allied rights to enter West Berlin hadn’t been encroached due to the wall not going the whole of the city meant that the West were not in any valid position to argue against its building. Also, diplomats and military personnel could still get through to East Berlin for any needed negotiations. The building of the wall was also a purposeful show of power from the USSR trying to show that they are indeed the stronger of the two nations. This was particularly because of the U-2 incident in May of 1960, when the USSR shot down an American spy plane. Despite demands from the Soviets, President Eisenhower never apologized for the incident. This directly led to Khrushchev walking out of the Paris Summit, straining even relations further. Not only that, Khrushchev was also annoyed by the new President Kennedy’s attitude at the Vienna Summit meeting in June of 1961, with Kennedy not wanting to talk Berlin during entire Summit. Khrushchev also felt he could â€Å"bully† Kennedy due to his inexperience, having been much younger than him. This belief was particularly backed up by the huge failure of the ‘Bay of Pigs’ invasion of Cuba for the US, in which Kennedy had failed to provide adequate air support for the uprising. In summary, Khrushchev’s ambition to rid Berlin of Western Influence was a result of West Berlin’s position as a shining example of the advantages of capitalism deep within Soviet-controlled territory. The wall would solve many of these concerns such as preventing East German citizens from fleeing to the West and was perfect in trying to show that they were more powerful than the West. How to cite Explain Why Khrushchev Ordered the Building of the Berlin Wall in 1961, Papers

Management of IT Services and Department

Question: Discuss about the Management of IT Services and Department. Answer: Introduction The report presented here to discuss a joint-stock organization or enterprise known as OKD, HBZS. The company OKD is the sole shareholder, and it is the parent company. OKD is in the Czech Republic and its the only company who produces hard coal. The primary role of the HBZS is to rescue the material and the employees that are working in a non-breathable and dangerous underground environment for example underwater. The service is for 24 hours a day, and its an emergency situation (AXELOS2016). Their permanent rescue teams are 26 in numbers and who are dedicated to the emergency call at the head office. The technical teams of HBZS are involved in various commercial tasks. Figure 1: HBZS and OKD (Source: Cyber Fox 2016) The company IT manager, Mr. Gurny, has adopted Six ITIL processes in the enterprise to ensure that the company should save both resources and time. But later there were new challenges that arise during the second phase of the business and solutions were made to ensure to overcome those challenges by implementing service catalog to simplify things for the organization. They have experienced that ITIL has played a critical role in their business by providing the clear understanding of the needs of the customers. The primary objective of this report is to understand the suggestion given by the hired IT consultant on ITIL integration in the company. The report analyzes the impact of ITIL in the business and to review IT Service Management at HBZS and provide them the right solution on ITIL (AXELOS2015). Moreover, the report describes the future direction of the ITSM at HBZS and provides a detailed understanding of IT service operation and transition and also understands the continuity se rvice improvement and service reporting process of ITIL and various recommendations are presented in this report. Ongoing Information Technology Service Management at HBZS After reviewing the first and second phase of the ITIL adoption by the HBZS Company, it has been found out that they have obtained SIX ITIL processes (AXELOS2016). The SIX ITIL processes they have adopted are Knowledge Management, Request Fulfillment, Event and Incident Management, Service Asset and Configuration Management and Change Management. These processes are mostly from Service Operation and Service Transition as we can see that in the below figure 2. The company has only selected some process from the Service Transition, which is development process and some process from the Service operation which is a supportive process. But in any ITSM implementation, a proper application is required in any organization or business (O'Connor et al. 2015). Here there was no process which was there to support the service catalog management; then the company decided to implement the service catalog. The best way to overcome such issues in future let us first understand that what are some additional needs that the company requires as far as ITIL is the concern and how they can improve it in future (Shahsavarani and Ji 2014). Figure 2: ITIL service processes (Source: Stanley2014, pp-65) The company needs to imply a Service design process in HBZS because whenever the company upper-level management is getting change, then they are having trouble to explain what exactly the role of IT in that business (Griffiths 2014). Let us understand that how Service catalog management will help HBZS in future on their produce service catalog. The principal object of service management is to make sure that service catalog that it has to create the service catalog and has to maintain it as well (Marroneet al. 2014). It contains the correct information about all the operation facilities and those things that are prepared to be run operationally. The service management provides critical data for all the SM (Service Management) process such as current status, service details and interdependencies of the services. The service catalog management will help HBZS to review the clear difference between the business service in the service catalog and the support service as shown in figure 3 wh ich describes the different tasks involves in service catalog management (Iden and Eikebrokk 2013). Figure 3: Service Catalogue Management (Source: Gama et al. 2013, pp-159) Whenever there is a request to modify the service description then the service catalog management processes the request to change the process to amend the service catalog which needs to update if there are any new services that are added to the organization or if there are any new service attributes which must be recorded. (Pea and Vicente 2013) So the company IT service catalog manager role is to update the service catalog and keep it updated if there is any service or service attribute is introduce. The HBZS Company requires Demand Management from the Service design process. The demand management refers to correctly planning method that is used to guess or predict the plan and manage the need for the services and products (Conger 2014). So if HBZS can include demand management, then they can predict as well as handle the future requirements of the request or required service. The provided case study state that the there was a huge demand of IT in the later years but due to lack of resources the requirements were not met. The company needs to include the Capacity management in the enterprise (Marrone et al. 2014). It refers to the process that has been used to manage IT (Information Technology). The major objective of the Capacity Management is that the information technology resources should be at the right size to meet the clients requirements in the cost effective manner. The major process they need to involve in the HBZS is the Problem Management. The Problem management refers to the process that is responsible for managing the problem lifecycle (Fan and Shen 2013). Now this process should be applied by any organization so that it can prevent the issues and any other incident from happening. It will help to sweep of the recurring events and to decrease the impact of the event which cannot be prevented. It maintains the data about the problems and the right workarounds and resolutions. So that it can help the business can decrease the impact and number of incidents over time. HBZS Company needs to integrate one more important process in their organization that is Continual Improvement process. By implementing this process in their business, they are giving high chances to their other ITIL process to development by keeping in mind about information technology for the future run (Winkler et al. 2013). This process provides an advantage that it provides us that extra effort for improving and enhancing the processes, services and products that the company provides. Moreover, the energy can be observed increment improvement in over time or breakthrough improvement of all time. It is important because the company has been affected by the sudden drop in price in coal and the parent company OKD was at a loss, so what it can do is that it can help the company to contribute to improving the process so that they can serve their parent company OKD in much better way. There IT demands will be met if in future and there the future issues and other aspects of the IT related matters can be easily handled if the company integrates the suggested ITIL processes in their organization (Iden and Eikebrokk 2015). Some best practices need to be followed by HBZS so that they can improve their Information technology service management and their process improvements. The Chief information officer must focus on the details of providing the best ITIL training to keep the customer happy. The role of ITIL service management is imperative in an organization that will help to understand the role and specific skills set of the employees in the company, not only will that it works with other process methodologies such as ISO 20000, six sigma, etc(Moraet al. 2014). Major Aspects of Information Technology Service Management ITSM has emerged as a most necessary component for benefiting an organization or business. However it was developed only to provide the backend support function, but it has evolved in some serious business major aspects (Yazici et al. 2015). The day to day improvements that is going on in ITSM has given the company to enhance their service performance as well. But advantages can come in different ways such as CSI, Strategy unification, and reduction of cost (Chen 2013). There is some significant aspect of ITSM that is listed below such as 1. Efficiency 2. Quality 3. Price 4. Focus on primary business 5. Agility 6. Compliance Latest Trends in ITSM Information technology evolved in relevance and scope from being the backbone of a service which has become essential to the availability and management of organizational services and the organization growth of almost all enterprise (Adiraju, 2012). ITSM should behave as a profit center it serves the purpose of internal business needs to provide the Information technology services at the high price which maximize the return on investment. The emergence of the information technology services as a major center of generating revenues in the need for the building of an IT strategy that provides the structure for integrating information technology with the organizational needs (Maryska and Novotny 2013). Discussion of Service Transition Process The transition phase of service has made a lot of issues that are operational in the other firms. It has been realized from the course knowledge that the discussion of the transition process is in HBZS place. The service transition process is required for making the entire systems better. The method is implemented to make the system as a whole be streamlined (Kowalkowskiet al. 2015). The ITIL Service Transition process is the aggregation of several processes that are considered to be before an organization. Such process includes Change Management, Evaluation of change, and Management of Project such as planning the transition and support, Development of application, Management of release and deployment, testing and validation of services, Management of service asset and configuration along with Knowledge Management (Kowalkowski et al. 2015). Figure 4: Understanding the Service Transition Process (Source: Hartmann et al. 2014, pp-180) The objective of Change Management is controlling all changes lifecycle. The primary goal of the change management is enabling the beneficial changes that are to be made having a minimum disruption of the services of IT (Hayes 2014). The evaluation of change has the objective of assessing the significant changes such as an introduction of new services along with changes that are substantial in the existing services before such changes are allowed for proceeding the life cycles next phase (Huang et al. 2014). The management of projects aim is planning and coordination of the resources for deploying the major release that is given in the cost of prediction, estimates of quality and time. The development of applications and the systems that provide the functionalities for IT service. The process makes the inclusion of the development and the maintenance of the requests of custom that makes the product customization from the vendor of the software. The management of deployment and release is planning, scheduling and controlling the release movements for the environments that are live. In such service transition process, the common goal is ensuring the live environments integrity that is protected where the components of correction are released (Banta et al. 2014). For ensuring the deployment of the versions, the services that are resulting meet the expectations of the customer for verifying the operations of the IT for supporting new service. The management of the service asset and configuration is maintaining information regarding the item of configuration that is required for delivering the service of IT that includes the relationships. Knowledge Management is gathering, analyzing, storing and sharing knowledge along with organizations information (Dalkir 2013). The purpose of such service transition process is improving the efficiency through the reduction of rediscovering the culture. The service transition makes sure that the changed service provides a satisfaction of the needs of the customers and the expectations of the business that is documented in the strategy of the service throughout the stages of service design. The stage of transition lifecycle has taken the care of the transition part that the organization has from one to another state that is the delivery of the service operation capabilities and improvement of continual service. The transition stages main aim is planning and managing the changes in an efficient manner for risks of time controlling and making a delivery of the knowledge in the case of support of decisions. The transition of service in ITIL makes a help and manage of the change of state in the life cycles service (Long 2012). In the case of managing the risk for the changed, new and retired services provides the protection for the environment of the product. It will make the help delivering the value of business for its customers. Figure 5: Service Transition Process flow (Source: Nabais et al. 2014, pp-5) During the transition service, the supports that an organization need are the strategy of the service, process, people, technology, a culture of the organization, service suppliers along with risk and governance. In the case of employment of transitioning, the planning for focus on communication is there for building the compliance and awareness. It has been seen that normally people has the need in the psychological level for feeling safe and comfortable with the changes that are around them. The primary goals of transition of service are managing and planning the resources and capacity that are needed for the developing, testing, packaging and sent the release into the production (Verlaine et al. 2014). For making a proper interrelation among the other ITIL process and the process of HBSZ, a provision of a consistent and rigorous framework will be there for the evaluation of the capability of service and the profile of risk that is the service that is released. The establishment and maintenance of the integrity of the identified assets and service are there for making such interrelations. It is also to provide a high quality knowledge and information for expediting the decisions that are useful for the promotion of the release. It is also providing the efficient build that is repeatable where the mechanisms of installations are there for the deployment of the versions for testing and production purpose. To make a proper interrelation between the ITIL and the other processes, it should be ensured that the service should be on the level of management (Mora et al. 2015). It will be there in case of operation and will be supported by the design of duty. There should be an alignment of the changed and new service in the event of the requirements of the organization and the operations of the business. Ensuring that the users and customers will make the usage of modified service in the way where the maximization of the valued of the organizational operations will be done. It will be nothing but the managing and planning of the resources where the transitions will come in the cost, quality and time. It will be ensuring the impact that is small for the current service. Value of ITIL Service Transition Process The value of the ITIL processes towards an organization of the transition of service makes a creation of the value regarding the business through improving the ability for adapting quickly for the requirement that is new. The rate of success of the changes also makes an improvement of the overall business process (Kralik et al. 2015). The market value can be improved through the level service predictions and the warranties for the services that are new and changed. It comes through the confidence in the compliance degree with the requirements of the organization during the modification. There will be the clarity of plans so that business will have the link for the modification of the team for transitioning of the plans. The scope service transition has the inclusion of the management and the coordination of the process, functions, and systems for packaging, building, testing and deployment of the production release and establishment of the service that is specified in case of the requirements of the stakeholder and customer. In such situations, some activities should be excluded from the transition service scope with the best practices. It includes the modifications in minor level for the production facilities and the environment for the replacement of a failed PC. The exclusion should also involve the service improvements that are ongoing so that it will significantly make an impact of the facilities for the capability for delivering the services where the fulfillment will be driven by the operations of the service (Suhairi and Gaol 2013). Normally, the organizations have the ability for providing the service of quality or the rest of the process to a significant extent in the capacity for responding the circumstances. For enabling to happen, the involvement should have the understanding regarding the situation. In such cases, the relevance and the quality of the knowledge takes rest in turn on the quality, accessibility and the relevance of the underpinning of the data and the available information. The primary need for making such interrelations is to reduce the need for rediscovering of the knowledge. It can be done through enabling the provider of the service for being more efficient and improving the quality of the service along with the reduced costs and increased satisfaction level. Understanding of IT Service Operation The most important process in the Service lifecycle because it is a process where the customer can know more about the company, and they can interact with us, and they can know how good we are in our services (Jntti and Rout 2013). We can say its the heartbeat of an entire Service Lifecycle. There are various benefits of Service Operation when implemented in an organization, in this case, HBZS. The benefits that can be obtained by implementing Service Operation are mentioned below. They are: 1. Cost effective - The ITIL does prove its value to decrease the overall price of the managing the service. 2. Enhancement in Quality - It does help to enhance the quality of the Information technology services through the best management practices. 3. Scalability - It can be integrated into any organization irrespective of the size. 4. Standards alignment - It is well aligned to the ISO certification 20000 for service management. 5. ROI (Return on Investment) - It provides the help to an organization showcase their return on investment and measured value to the enterprise. 6. Sourcing Partnership - It often include multiple suppliers such as outsourcing which is a basic requirement in most of the companies, and ITIL does practice such activities among various organizations. The main role of the ITIL service operation is to ensure that the IT services are efficiently and effectively delivered. Now this includes fixing problems, solving the service related failures and meeting the clients requests and also carry out the regular operational works (Eikebrokk and Iden2015). The main objective of Service Operation is to coordinate and carry out the methods and processes needed to deliver and maintain the services at an agreed level to an organization users and clients. It is completely responsible for present management of the technology that is used to support and deliver the services. The below Service operation figure 4 explains that where it stands in entire ITIL process (Verlaineet al. 2015). HBZS has selected some of the processes from service operation to fulfill their organization's needs such as Request Fulfillment, Event Management, and Incident Management. The HBZS Company has selected request fulfillment to ensure that they can address service requests and fulfill them which mostly related to minor changes such as password change or requesting to provide data or information. The event management is preferred by the company which keeps an eye on all the activities or events that occur because of the Information technology infrastructure. The incident management has been preferred by the HBZS Company to ensure that there are no issues with the Service operation as it can restore normal service operation quickly so that it cannot reduce the impact on organizational operations so that the availability and quality are maintained in the company. Key points of Service operation Some key points need to be observed and reviewed by any organization that has implemented or going to integrate Service Operation (Manzanoet al.2015). These key points are significant and must be reconsidered. They are: 1. It includes four functions and five processes. 2. It deals with the support and day-to-day operations that are used to provide services. 3. It is the process where all the transition and design plans are measured and executed. 4. As per the client viewpoint, it is the only process where the actual value is seen. Figure 6: Service Operation Lifecycle Stage in ITIL (Source: Vicente et al. 2013, pp-150) Service Operation Functions Processes There is total of five processes and four functions as discussed above now let us see what those five processes are and let us also check the three methods in detail which was integrated by HBZS in their organization (Slack 2015). Here the HBZS Company has incorporated three processes which are highlighted in the below table S.No Process Kind of Process 1 Event Management It deals to make sure that the Continues Improvements are in observation constantly, and its also categories and filter the events to decide the right action. 2 Incident Management It deals to restore the service to the old stage as quickly as possible. 3 Request Fulfillment It deals with handling the requests such as creating email id, new users and changing a password. 4 Access Management It deals with the authorization of the user or client to use the service. 5 Problem Management It deals to find the primary cause of the issue and make sure that the incident does not occur again. Table 1: Five Service Operation Process (Source: Mesquida and Mas2015, pp-85) Let us now review the function aspects of Service Operation process as per the figure 5. In these four functional aspects of Service Operation, the company is rather focused on outsourcing the Service Desk. So let us discuss in detail what the Service Desk is all about and their benefits and impacts on HBZS Company. Due to the coal crisis, the company is planning to outsource the IT department. So the biggest challenge for HBZS is to showcase the Value of IT to the business (Sampson 2012). To do so, they need to make sure that their IT staff gets more time to involve in strategic operations and ideas to generate revenues rather than fighting with the support files. So it is a better option to outsource the IT Service Desk so that their in-house IT team can get more time to think about the about to points mentioned that are strategic operations and revenue generation ideas. Figure 7: Different Process of Service Operation (Source: Zhao et al. 2013, pp-821) The Service Desk is a contact point for the users or the clients on the service that has been providing. It plays a critical role in the customer satisfaction, and it works like a bridge between the IT service providers and the end users (Silva da Conceicao et al. 2014). There are four kinds of Service Desks. They are: 1. Specialized Service Desk - It has skilled and dedicated staff members to support specific queries made by the client or end users. 2. Central Service Desk - It has only single Service Desk done for the customer or end users. 3. Virtual Service Desk The outcome of this Service Desk is fast, but it cost much. 4. Distributed or Local Service Desk - It is much closer to the clients, but its costly and not easy to manage. Figure 8: ITSM Types of Service Desk (Source: Zhao et al. 2013, pp-824) Understanding the Outsource Option for Service Desk Let us understanding how important is outsourcing the Service Desk option is and its impact on the business. Nowadays services and technologies that take forward the efficiency and the decrease time to market have made the Information Technology business or organization into a great strategic asset of real value. As far as the outcome is concerned, the optimization and operation of the Service Desk to completely support these technologies has reached the heights into a huge business imperative (Fenneret al. 2015). A well run IT business is due to the proper utilization of the Service Desk which works as a functional bridge that fills the gap between the business and the IT by allowing for the communication of metrics and critical data. Therefore, if HBZS Company can quickly optimize the Service Desk, then they can quickly maximize value which can be realized. But many companies are lagging in this aspect and suffering from various business losses. So to fulfill or to overcome this issues the only solution is to outsource the Service Desk to any other organization and partner with them to handle all your IT support tasks (Rahman et al. 2014). Many big companies do outsource their IT support job to other businesses so that their In-house time can concentrate on other business aspects such as Service strategies or strategic operations Mostly clients or end user gets frustrated because of poor technical support in a company. When customers from SMB have queries, the first thing they know is to contact the customer support. But mainly what happens is that most of the companies do lack good support desks because there might be various reasons mostly related to the budget (Rahman 2016). Now to overcome these issues is to outsource the Service Desk. If HBZS outsource their Service Desk to other company, then their in-house IT staff will have more time to concentrate on the business aspects such as operations or strategies etc. There are several benefits that HBZS can have if they outsource their Service Desk. The benefits are mentioned below: 1. Outsourcing the Service Desk to another company allow their industry experience to manage the HBZS needs. 4. It will be less costly than hiring a full-time employee. 3. The response time will be much higher. 4. The in-house team might not have enough experience to provide a satisfactory level of performance to meet the customers need but the outsource company have hired professionals who are experts in doing such tasks (Grafet al. 2013). 5. Many outsourcing organizations works 24 X 7 that will increase the support availability time and which can gain the trust of the end users. CSI and Business-IT Alignment This section provides us a detail explanation about the sophisticated understanding of CSI and Service reporting on HBZS. The major aspect of integrating the CSI which is known as Continual Service Improvement is to improve the efficiency and effectiveness of processes and services. It uses some methodologies for quality management to learn from the past failures and success (El Mekawyet al.2014). As said earlier that it does look to improve the processes and services quality and moreover with a concept that CI adopted in ISO 20000. Figure 9: Continual Service Improvement (Source: Shrestha et al. 2013, pp-315) Overview of Continual Service Improvement CSI (Continual Service Improvement) is a metrics-driven method to recognize opportunities for enhancement and to measure the impact of enhancement or improvement efforts. It can be more efficient if this is integrated or implemented throughout the lifecycle, developing a culture of CI (Continual Improvement). The primary job of CSI to identify and monitor the metrics out of the thousand those are regularly prepared. To ensure that the service or process is a success we need to include the Critical success factor (Probst et al. 2013). Based on some research done by experts it has been suggested each service or process is identified with not more than five Critical Success Factors. W. Edward Deming developed an approach for CSI for any organization they are: 1. What is the company vision? What is the business objective for the long run? 2. Where is the company now stands? What are the present values of KPIs? 3. Where does the company wants to be? What are the expected KPI values? 4. How to get there? What is the proper plan? 5. Did the company get there? Do the KPI values do meet the objectives after implementation? 6. How to keep up the momentum? Lets start again. Note: Here KPI refers to Key Performance indicator. There are some major goals of CSI (Continual Service Improvement) such as a) Analyze and review and provide suggestion on enhancing the opportunities in individual lifecycle stage (Mesquida et al. 2012). 1. Analyze and evaluate the Service Level goals outcomes. 2. Implement and identify each activity to improve Information technology service quality and strengthening the effectiveness and efficiency of enabling IT service management processes. 3. To improve the cost-effectiveness to deliver IT service without comprising with the clients or users satisfaction. 4. The continual improvements activities are supported by the quality management procedure. There are there major scopes areas that Continual Service Improvement needs to locate. They are: 1. IT service management overall health as a discipline. 2. The continual alignment of the IT service portfolio with the present and future organizational requirements (Tang 2014). 3. The ending period of the enabled Information technology processes for individual service in a CS lifecycle model. Overview of Service Reporting The ITIL process implementation has given lots of specific benefits to HBZS, but when it comes to Service Reporting they were happy that they are sending regular reports to their upper managements, and the CFO of the organization was pretty satisfied with the regular updates, they were receiving. Now they feel that that the biggest challenge is sending report is straightforward and easy, but the process takes more time. To simplify things the author (IT consultant) thinks that they need to implement the Service Reporting process which is one of the processes in continual service management (Wu et al. 2013). The service reporting process will report on the outputs that are achieved both strategically and operationally. HBZS should seriously consider of integrating the service reporting process as it will provide various benefits to the organization. The purpose of the Service reporting is to give information to both business and IT to make an informed decision. Future Extension of Service Reporting HBZS thinks that the reporting process is consuming more time. But the question that stills stands how to solve this time-consuming process without affecting the company business aspects. Now here in the case of HBZS, most of the service management reporting should be done or controlled by the Service Desk Manager. So the suggestion is given to them that if they outsource the Service Desk to another company, it will provide a huge relief to other in-house IT staffs and in this case, it is the same, the service reporting should be controlled and maintained by the Service, desk manager. So, in this instance, the burden of putting the time and effort for the controlling and managing the report is over if it has been outsourced to another company. The reports considering a specific service management processes which can be allocated to managers of these operations and who may then deal with their creation to subordinates. A simple table can be maintained for the data that has been collec ted: 1. Who is responsible for report creation? 2. What client is it for? 3. To whom she or he delivers it? 4. Time (Weekly, Monthly) 5. How it is created and where the report is defined? Business-IT partnership at all levels Being an IT consultant there are some suggestions the author can be given for moving forward with the business and IT organization at every level such as: Be clear with your in-house skills; providing the right and necessary skills to the business will always help in maintaining a good future between HBZS and OKD. Proper communication is always the best answer to all the issues that arises between the Business-IT partnerships. If HBZS can have a proper and effective communication, then there are many chances that it can be a long run partner with OKD. It is also important that the parent business should have properly communication with HBZS and takes advantages of their services they provided (De Haes and Van Grembergen 2015). There are some best practices for ITSM and ITIL that needs to be followed by HBZS. It is important to establish a training program for IT service management to review the role of the people in the organization and their skills. Tools such as: 1. Plan-Do-Check-Act 2. Communication 3. Taking up V3 certification 4. Range of ITIL tools and methods that will add value to the organization and ITIL training Recommendations to the IT Manager Mr. Gurny Some suggestions have been mentioned below for the company IT manager Mr. Gurny to sustain their business relationship and provide a better and quality service to the parent company OKD. The suggestions are made upon the provided case study and the specific topics that are there in the document. As being the part of the organization and an IT consultant of HBZS the recommendation or suggestions are as follows: The suggested ITIL processes need to be integratedcorrectly in the HBZS organization to provide much quality service. The processes such as Continual Service Improvement are critical, and they need to be installed with proper attention for future betterments. The best practices tools and techniques need to be integrated such as ITSM training program etc. to provide enough knowledge to the IT staffs. The Service Desk needs to be outsourced so that the IT in-house team does have lots of time to focusing on business strategy operation and increasing revenue. HBZS needs to concentrate on obtaining the ISO 20000 certification to leverage the advantages of it. It will help the parent business OKD to generate trust on HBZS services and products. Prepare a proper roadmap and increase the ITIL expertise in HBZS. To ensure that the ITIL sub processes proceeds smoothly in HBZS it needs to have an SIP (Service Improvement Plan). The HBZS company high level management or executives need to endorse frequently the ITIL initiatives to achieve success. Using software tools, ITIL software can provide significant assistance in the task such as monitoring Information technology for the purpose of change management, developing the database, compliance tracking with HBZS SIP (Service Improvement Plan). Conclusion The report presented here discuss various aspects of ITIL on HBZS Company and the author as IT consultant describe the current scenario of the company on IT service management. A clear introduction about the HBZS has been provided in the report. The company itself has included various ITIL process in the organization to enhance the IT delivery services to their parent company OKD which deals with hard coal and the only producer in the Czech Republic. The document here describes that how the process has left their impact on the company and how can we improve the IT process to sustain the business partnership with the parent company. The IT consultant has provided some concern processes that need to be implemented in the company for the betterment of HBZS IT department in future. The organization itself needs to monitor and review the processes that are already implemented or the processes that are suggested to be applied in the organization for the future enhancement. The IT consultant has provided an overview of Service reporting that is crucial for any organization and also discussed the Service Desk outsourcing and its benefits on HBZS. Service transitions process has been described in detail and discussion were made by keeping HBZS in mind. Moreover, a detailed analysis was made based on the Service Transition and the links with other processes in the company. The service operation is discussed as well so that to have a clear and proper understanding of this process on HBZS. The company itself has faced some critical new challenges after the implementation of ITIL, and some different recommendation or suggestions were suggested in this report to overcome such challenges in future. Best practices for ITIL and ITSM has been recommended to ensure that the company is not much affected by any future crisis on the parent corporation OKD. References Adiraju, S.K., 2012, December. 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