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.

(10 marks)

(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.

(10 marks)

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”

(10 marks)

(b) “Progress Iteratively with Feedback”

(10 marks)

Question 3

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

(10 marks)

(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.

(10 marks)

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.

(10 marks)

(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.

(10 marks)

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?

(10 marks)

(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.