Information Technology Infrastructure Library Framework Research Articles

Assessment of ICT services using the Information Technology Infrastructure Library Framework at Muhimbili University of Health and Allied Sciences, Tanzania

An increasing enrolment of students and demand for flexible delivery modalities in higher education calls for an urgent digital transformation in this sector. In addition, emerging global wicked challenges demand the appropriate use of information and communication technologies (ICT) to address them; for instance, the COVID-19 pandemic has accelerated the adoption of digital teaching, learning and transformation of educational services in higher learning institutions (HLIs). This study assessed ICT infrastructure, systems and services at the Muhimbili University of Health and Allied Sciences (MUHAS) in Tanzania using the Information Technology Infrastructure Library (ITIL) framework. This qualitative study used desk reviews of data obtained from interviews, system walkthroughs, document reviews and consultative meetings. The study used data from an assessment conducted between February 2017 and August 2021. The assessment found that MUHAS provides various ICT infrastructures and services, with a rapidly increasing demand for ICT services. A total of 84 ICT services at MUHAS were mapped and grouped as "Customer-facing" or "Supporting". The services were also categorised as "Core", "Enabling", or "Enhancing". The ICT services were at different maturity levels depending on the duration of their demands, requirements, capacity, usage, and availability of the required resources. Various educational technologies such as an eLearning platform, video conferencing systems, student management and assessment systems were used to enhance teaching, learning and progress tracking. This paper presents the experience of using the ITIL framework in assessing ICT infrastructure, systems and services at a university in Tanzania. It provides information on the services catalogue and its organisation as well as strengths, weaknesses, challenges and opportunities for using ICT in transforming university functions. In addition, this study informs other HLIs on similar assessments and strategic organisation of their ICT services in resource-constrained settings.

Aspects of Leadership in The Implementation of IT Infrastructure Library Domain Service Strategy at University

Implementation of ITIL (Information Technology Infrastructure Library) in institutions' education tall become more important for increasing the quality service of information technology. However, ITIL implementation requires a role important from leadership to ensure its success. Study This aims to analyze the role of leadership in the implementation of ITIL Service Strategy in high-education institutions. This study uses a method descriptive with do survey of IT staff at several universities. Data analyzed use the technique of qualitative and its results show that leadership owns an influence and positive significance in the implementation of ITIL Service Strategy in higher education institutions. this article gives an important view for university leadership to increase the quality service of information technology and ensure the successful implementation of the ITIL Service Strategy in institutions. This Study has implications for the organization in framework reach objective strategic in management service of information technology and ensure that ITIL framework can be used with more effective and efficient.

EVALUASI SISTEM INFORMASI MANAJEMEN DAERAH – BARANG MILIK DAERAH MENGGUNAKAN FRAMEWORK ITIL PADA AREA SERVICE OPERATION DENGAN PENDEKATAN FRAMEWORK CMMI-SVC

In recent years , the Sistem Informasi Manajemen Daerah (SIMDA) – Barang Milik Daerah (BMD) server in Denpasar City had been down several times. These conditions can increase the risk of incidents in service delivery that have not been detected. In this study, an evaluation of SIMDA-BMD was carried out using the Information Technology Infrastructure Library (ITIL) framework version 3 especially the service operation area combined with the Capability Maturity Model Integration for Services (CMMI-SVC) framework with the goal approach. Users and administrators of SIMDA-BMD participated in the assessment as respondents. The questionnaire used a likert scale, then tested for validity and reliability. Technical data were obtained by interviewing the SIMDA-BMD managers. The data was assessed using the capability level of the CMMI-SVC framework. The results is one process area already meeting the target and one process area has one gap level. Recommendations according to the CMMI-SVC framework are prepared based on the requirements for meeting the target capability level. Recommendations in the ITIL framework are carried out through mapping critical success factors and key performance indicators. The resulted is one recommendation from CMMI-SVC framework and six recommendations from ITIL framework that validated using Focus group discussion.

IT Infrastructure Library Framework Approach to the Measurement of e-Government Maturity

This research was conducted to improve E-Government services on the Manado smart city application to the smart city and determine the level of readiness and feasibility of the Manado smart city application using the ITIL method in the service design domain and transmission service using the Information Technology Infrastructure Library (ITIL) framework. The purpose of this study is to measure the level of marturity of the smart city and help the Manado city government in knowing the maturity level of Manado City towards a smart city. The research method used is the method of measuring the level of marturity using the ITIL framework. The results of this study show that this smart city application can be used at any time, especially at the Manado command center which can monitor the activities of each vehicle and various problems that cause congestion and can be seen from human resources for the usefulness of this application, there are still many who do not know and feel results, impact and benefits of this smart application. Many residents or residents of Manado do not use this smart city application technology.

A comprehensive study of the role of cloud computing on the information technology infrastructure library (ITIL) processes

PurposeInformation technology infrastructure library (ITIL) is a commonly utilized IT service management execution technique that helps IT services to be planned, designed, selected, operated and continuously improved. ITIL procedures are utilized to measure the efficiency of IT service management procedures and their association with the accelerated system development of cloud systems. The challenges faced in IT deployment and maintenance management significantly restrict cloud computing services' reliability. Therefore, this article aims to review a comprehensive study of the role of cloud computing on the ITIL processes.Design/methodology/approachEach enterprise strives to stay competitive in the market and offers the services its consumers are looking for, all in line with cost-effectiveness and client needs. The ITIL framework provides best practice guidance for IT service management that includes a collection of ample publications supplying detailed guidelines on the management of IT functions, processes, responsibilities and roles associated with IT service management. On the other hand, the way companies employ IT services with an effect on the role of enterprise infrastructure is altered by cloud computing. Hence, the investigation makes utilization of a systematic literature review (SLR) detailing crucial success factors of cloud computing execution in ITIL. The authors have recognized 35 valuable contributions, providing a comprehensive view of study in this field, of which 22 papers were found according to some filters that have been analyzed in this article. Selected articles are presented in two groups, including cloud service and cloud service providers.FindingsOwing to the overall expense of execution and problems with combining the ITIL approach with the existing organizational IT strategic strategy, ITIL adoption has begun to wane over the last few years. An established methodology for ITIL deployment that will assure long-term success for those wanting to use private cloud procurement will be the most important inference that can be taken from this article. ITIL offers a perfect platform to execute and support cloud applications effectively. IT will prevent cloud sprawl and instability, reduce the likelihood of service interruption and optimize customer loyalty by merging humans, procedures and technologies into hybrid environments.Research limitations/implicationsThis survey is more aimed at specialists such as IT experts; so, further evaluations must also be carried out in order to understand the company's views on the risks and advantages of adopting ITIL. In addition, non-English articles are not discussed in this article.Practical implicationsThe study outcomes would help suppliers of cloud computing services assess their service quality and ensure customer satisfaction with the quality of cloud computing services. The outcomes will also supply a reference for cloud infrastructure customers to assess and choose various kinds of cloud computing services.Originality/valueAn SLR with perspectives from ITIL professionals and business studies is the benefit of this report. By offering a more thorough framework that helps companies achieve efficiency, effectiveness and creativity in ITIL execution, this article would be useful for ITIL clients, decision-makers and developers.

Ramping Up Customer-Centric Modular Design Projects: Mobile App Development for Pandemic Relief

Today’s fast-growing demands at the global level for mobile applications (apps) cause customers to call for the customization of their apps to fit their individualized needs and business realms. Customization is a challenge for apps-development companies when they want to satisfy their numerous users in a crowded competitive market. Moreover, pursuing customization involves additional challenges when ramping up app development projects in order to meet demands at a larger scale. To address this challenge, we proposed a framework to systematize and support mobile apps’ development consistently with a customer-driven approach and modular design philosophy. From a practical point of view, the proposed framework integrates quality function deployment (QFD), axiomatic design (AD) principles, and practices from the ITIL (Information Technology Infrastructure Library) framework. The framework supports a systematic process for translating customer needs into design parameters as well as supporting prioritization of ITIL practices for further development. The effectiveness of the framework was explored in practice through a case study about an app supporting relief in the 2020 COVID-19 pandemic, as well as a survey among potential users. The assessment of the framework indicated an average score ranging between 3.58 and 3.92 in a five-point Likert scale for all of the items used in the survey.

Desain Model Manajemen Layanan TI berbasis Information Technology Infrastructure Library (ITIL)

Along with the increasing need for services in organizations, especially in the field of Information Technology (IT), the IT paradigm which initially only focused on data processing and manipulation, is now beginning to shift to strategic planning and IT services. IT Service Management (ITSM) is a method of managing information technology systems that seek to align IT with business needs to manage the provision of efficient IT services with quality assurance. ITIL (Information Technology Infrastructure Library) is one of the Frameworks in ITSM, ITIL is a popular / widely used Framework in ITSM research. Atma Jaya Yogyakarta University (UAJY) is one of the major private universities in Yogyakarta and is also increasingly complex in providing services to its academic community. The use of IT in UAJY is manifested in a variety of services that can support the needs of every user. This research resulted in an IT service design that will be used by students and lecturers. This research focuses on the Service Design phase which will produce a Service Design Package (SDP) using the ITIL Framework.

Service Desk Implementation with Information Technology Infrastructure Library Framework (Study Case Financial Company)

This paper proposes a service desk to handle two important issues in financial company using the Information Technology Infrastructure Library (ITIL) Framework, i.e. Single Point of Contact (SPOC) and Service Level Agreement (SLA) issues. SPOC is a gateway to information needs of both users and company staff, particularly the IT staff, while SLA defines the responsibilities of the parties where such services work and provides coverage for services provided to the client to achieve client satisfaction. The service desk is built by focusing in service operation. A service desk has been successfully built in this study to make user’s problem controllable. The result also shows that the user’s problem can be solved faster in many cases.

Implementation helpdesk system using information technology infrastructure library framework on software company

As a company which relates its customer service, a software company (this case is PT Boon Software) is induced to give the good service to its customer. The existing information technology (IT) system service is made by patchwork. It brings some problems in service catalog, problem managment, change management, and service level agreement (SLA). The purpose of this research is to implement helpdesk system to software company with Information Technology Infrastructure Library (ITIL) framework as a standard reference to solve various problem related information technology service on a company. This research starts by investigation all stakeholders of the company with some questionnares. Implementation ITIL is strated by finding the gap between the current condition and the standard base line in ITIL. After implementation IT service using ITIL, the stakeholders are asked the same questionnares. The result shows that there is significant different before and after implementing system service using ITIL.

Strategic Management for IT Services on Outsourcing Security Company

Information Technology (IT) is used by many organizations to enhance competitive advantage, but many outsource security firms have not used IT in their business processes. In this research, we will design Strategic Management for IT Services for outsourcing security company. We use an outsourcing security company as a case study of IT Strategy Management for IT Services development. The purpose of this study is to create an IT services strategy for security outsourcing companies. The framework used is the ITIL (Information Technology Infrastructure Library) framework service strategy in strategy management for IT services process. There are several steps taken in the making of the strategy: (a) Strategic assessment stage to analyzed internal and external factors of the company. (b) Strategy generation by creating the strategic plan. (c) Strategy execution to determine the tactical plan. And (d) strategy measurement and evaluation. This study produced the proposed IT service system that suits the needs of the company in the form of strategic, tactical plans and strategy measurement. This result can be used as the foundations of IT service development in outsourcing security company. In the process of this study, we work closely with stakeholders; every work product has been verified and validated by stakeholders.

ITIL-based IT service support process reengineering

The Information Technology Infrastructure Library (ITIL) supports best practices, reengineering activities and IT service support processes. ITIL framework only provides recommendations, and companies need to utilize this framework to improve their I

A Study of Service Desk Setup in Implementing IT Service Management in Enterprises

Information Technology Service Management (ITSM) provides a framework to provide IT related services and the interaction of IT staff with users, and is often related with the British Government’s Information Technology Infrastructure Library (ITIL). ITIL offers a set of “best practices” for managing IT services and is one of the most widely accepted approaches to IT service management in the world. Recently, more and more enterprises implemented a centralized IT service management model based on the ITIL framework. However, even by adopting ITIL, most of the enterprises didn’t improve their IT service management level. Some factors become the barriers to the success of ITIL and ITSM implementation. In some cases, enterprises paid more attention to IT infrastructure setup and operation but neglect the importance of Service Desk. In this study, we first review ITSM, ITIL and Service Desk. Second, we identify a full function of new Service Desk and how to setup a good Service Desk. Enterprises should take proper measures in building a mature Service Desk to ensure successful implementation of ITSM.

An Implementation of ITIL Guidelines for IT Support Process in a Service Organization

Service level management (SLM) is a challenge in a distributed systems environment because all processes should provide a consistent, reliable, and predictable service delivery. Early 1990s, most organizations established few service-level agreements (SLA) as the key performance indicators (KPI) but it was difficult to measure or monitor them in a distributed systems environment. The strength of Information Technology Infrastructure Library (ITIL) is the approach of integrating the SLM with the support processes at strategic, tactical, and operational levels. This paper focuses on implementing ITIL guidelines at an operational level for service desk, incidents, problems, and change management. The ITIL framework only provides guidelines, so a service organization needs to explore a methodology for evaluating existing service support processes and implementing ITIL guidelines for improvements. To this end, we investigate upon how to apply the ITIL framework for reengineering of IT service support process in an organization. The approach is actually implemented at a dentalcare service provider with ten dental clinics connected in Wide Area Network (WAN) and the data is collected into a central server in the main dental center. We first started with the process mapping, and then moved towards reengineering following ITIL guidelines, while collecting the results in key performance areas before and after the process reengineering. This paper used questionnaires, document reviews, archival records and observation techniques for collecting the data. The results demonstrated improvements in differing magnitudes. Some statistical analysis such as mean and variance together with t-value distribution and null hypothesis were also developed to determine the quality of results. The paper is cautious about the limited scope of audience and the questionnaire which may compromise the results; however, the approach is useful in obtaining significant improvements when a company invests in integrating ITIL guidelines in to service support processes.

Improving technology acceptance modelling for developing communities using a systems engineering approach

Developing nations are poised to spend billions on ICT innovation in 2020. A study of the historical adoption of ICT in developing nations indicated that their adoption patterns do not follow typical technology innovation adoption models. This study addressed the weaknesses found in existing technology acceptance models and proposed a new technology acceptance modelling approach and conceptual model. The new model integrated the population and technology characteristics factors found in popular technology acceptance models to task and process factors found in other models, consistent with enterprise system engineering principles and the Information Technology Infrastructure Library framework. This study also addressed the weakness in the survey approach by introducing data from publicly-available industry and economic data sources. An experiment was conducted on 42 nations in Sub-Saharan Africa, resulting in validation of the model. This new model and approach should be further validated by future research.

Translation ITIL Service Operation to Ontological Artifacts

This paper presents a Translation ITIL (Information Technology Infrastructure Library) Service Operation to Ontological Artifacts. The model is used to solve an unplanned interruption to an IT service or reduction in the quality of an IT service operation and the impact of incidents that cannot be prevented. The focus of the research is on IT service operation in organization , based on Incident Management and Problem Management of ITIL Framework. The research uses OWL design Ontological Artifacts and SQWRL (Semantic Query-enhanced Web Rule Language) which is a SWRLbased query language that can be used to query OWL ontologies, using Protege software as a tool. To implement Ontological Artifacts and Visualization of Process Activities we use Protege to design Business Cases. The Business Cases are presented in 4 types: Incident Management for Procurement , Problem Management for Procurement , Incident Management for Communication Network Failure and Problem Management for Communication Network Failure. The goal of this paper is to produce an OWL of those Business Cases. We organize a group of 5 domain experts to verify and validate. The mean value of evaluation is 4.60 (maximum=5) or 92%. This model has been implemented in the Computer Center’s Directorate of Communications and Electronics, Royal Thai Air Force.

ITIL: a framework for managing digital library services

PurposeThe purpose of this paper is to provide an overview of the Information Technology Infrastructure Library (ITIL) framework and its relevance to digital library projects and operations.Design/methodology/approachThis paper describes the ITIL framework.FindingsThe use of the ITIL has been pervasive in the corporate environment, particularly in the UK. With the release of version 3 of the library, the use of the library is expected to grow and expand into newer areas, such as digital library infrastructure management.Originality/valueThis paper fills a gap in the digital library management literature by exploring the applicability of the ITIL framework as a means for more effectively developing and delivering services in IT organizations that support digital libraries.