ITIL: Implementation and Service Management Best Practices in Malaysian Academic Libraries

Abstract

An organization which delivers Information Technology (IT) services to the customers reflects the presence of an existing framework within the services. The IT services indicate the presence of IT systems in an organization. The delivered IT systems and services indicate the presence of Information Technology Service Management (ITSM) within an organization. This study is conducted in Malaysian academic libraries. The library is the knowledge servicing department in a higher learning institution. The library serves the knowledge in the form of digital services. Hence, the IT implementation and service management in the library have increased the system usage over the years. The Information Technology Infrastructure Library (ITIL) framework is adopted for IT governance and ITSM to fill the gap of digital information services. There are two main IT services in the library, which are the digital information and IT infrastructure. These services are aligned with existing standardization of IT service in the library.