Abstract
IT Service Management System is an application to implement and manage Information Technology Infrastructure Library (ITIL) best practices framework. This framework aims to align the IT services with the business needs by insuring the quality of services provided to business. This IT service Management system links people, processes and technology within the Central Bank of Sudan as the main site of the project. The Central Bank of Sudan is the main bank that governs Sudan's banks rules and regulations. The bank was formed in 1960 with headquarters located in the Khartoum capital of Sudan in addition to eighteen (18) branches spread throughout the country. The Information Technology Administration within the Central Bank of Sudan manage and operate the IT infrastructure that host and support all systems that used internally and for external banks. The objective of this study focused on finding IT service management system that can support international IT service management platform that can apply ITIL standard processes like Incident Management, Service Request Management, Problem Management, Change Request Management, Configuration Management Database and Knowledge Management. The methodology used in this system is the Rapid Application Development (RAD), a condensed development process that produces a high quality system with low investment costs. The proposed system went through to alpha, beta and acceptability tests by IT development team first and second line of support agents to ensure proper module functionality with favorable results. The study concluded in align services provided by the Information system department with business need through manageable and controllable standard. As a recommendation, the system should be implemented at the Central Bank of Sudan. More integrations and benchmarking must be done to ensure modules functionalities and higher security. The system can be the first step to take ISO20000 certificate as it covers many of IS020000 requirements.
Highlights
Information Technology (IT) service management (ITSM) is the process of aligning enterprise IT services with business and a primary focus on the delivery of best services to end user
The objective of this study focused on finding IT service management system that can support international IT service management platform that can apply Information Technology Infrastructure Library (ITIL) standard processes like Incident Management, Service Request Management, Problem Management, Change Request Management, Configuration Management Database and Knowledge Management
The system can be the first step to take ISO20000 certificate as it covers many of IS020000 requirements
Summary
IT service management (ITSM) is the process of aligning enterprise IT services with business and a primary focus on the delivery of best services to end user. It is used to cover the wide range of supporting software products that the modern organization needs to facilitate their ITSM efforts It includes IT service management software products that have a singular purpose such as configuration management databases (CMDBs), through help desk products with ticketing functionality, to IT Service Management software “suites” that provide support for multiple ITSM processes or activities. The general objective of the proposed study is to design, develop and implement IT Service Management System for Central Bank of Sudan helps to manage all of services, assets and support with a single, modern, easy-to-use IT Service Management (ITSM) application and get IT support under control, reduce costs and align IT activity with business priorities. The design and implementation of the proposed system does not include external intranet and supplier management part
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