IT Service Management Framework Research Articles

Improving IT Assets Management with ITIL 4 Framework

IT Asset Management (ITAM) is crucial for organizations as it enables efficient utilization of IT resources, cost reduction, and risk mitigation. Horangi, a startup company, recognizes the importance of asset optimization and aims to enhance its ITAM service. To achieve this, researcher conducts research to identify a suitable framework as a solid foundation. ITIL 4, a widely adopted IT service management framework, is chosen, along with the Continual Service Improvement and Service Value Chain models. These models provide guidelines and recommendations to identify weaknesses and improve current processes while enabling continuous improvement in response to the dynamic IT landscape. The research employs a qualitative approach, utilizing in-depth interviews, document research, and the ITIL 4 guidebook. The study aims to provide recommendations and a foundation for developing guidelines and workflows in ITAM within the company. However, a limitation of this research is not much research related to ITIL 4 in ITAM area and cannot proceed until the implementation of recommendations due to funding constraints and approval processes. To overcome this limitation, it is suggested that future research includes the implementation process to obtain more optimal evaluation results.

Improving IT Service Delivery with AI-based Incident Management

This paper discusses how machine learning, predictive analytics, and process automation can be incorporated in improving the IT incident management practice. While the IT structures are becoming vast, there is a requirement for the use of more automated processes such as ticket categorization and the diagnosis and solution of such tickets. In this article, the author presents a literature review of this topic along with examples of AI sub-processes at different stages of the incident management. It also looks at some of the crucial factors that organizations need to bear in mind when deploying AI-based solutions on factors like data handling, model creation, performance tracking and compatibility with present IT service management frameworks.

IT support services conceptual engagement model

The Information Technology (IT) Support Engagement Conceptual Model was considered in light of IT service management (ITSM) frameworks, including the IT Infrastructure Library (ITIL) and the Service Support and Service Delivery (SSSD) models in addition to the Ansoff strategic planning model. The IT service growth strategies model proposes a standardized approach to frame the enterprise Business to Business (B2B) IT services growth strategies from operational efficiency, diversification, evaluation, and incubation. The model identifies the IT support service strategies and priorities by examining the product maturity and support service status in the organization. The IT Support Conceptual Engagement Model provides a standardized decision-making strategic framework to view the support service ‘onboarding’ decision-making criteria. This model proposes three service influencing constructs that are; impact, volume, and complexity, aligned with corporate strategy to govern the service delivery decision-making process. The main contribution of this paper is to introduce the IT Support Engagement Conceptual Model as a novel framework to explain how enterprises can capture, identify, and strategize opportunities to expand an organization’s IT services in line with the corporate objectives. The model recommends different approaches and strategies to deal with different impact, volume, and complexity influencing factors while catering to any organization’s nuanced factors.

Pengelolaan Layanan Sistem Kehadiran Kerja Dosen Berbasis ITIL Versi 3.0

Quality is something that becomes a reference in assessing something. Good performance is always associated with good quality, so that good data and information management will have an impact on good performance in order to meet the desired quality. This research aims to apply the principles of the information technology service management framework based on ITIL version 3.0 into the context of managing the development of a lecturer attendance system service within the Faculty of Computers at Universal University. Through the service design domain, this research succeeded in developing recommendations for service system development in the aspects of service catalog management, capacity management, availability management, information technology service sustainability management, and information security management.
 Keywords: Service management; lecturer performance; ITSM; ITIL version

Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study

Information Technology or IT is a combination of technology itself and a collection of IT services that ensure the effective implementation of overall Information Technology in an organization. Like other services, Information Technology Service Management (ITSM) has become a global subject because managing IT is only possible through efficient and effective ITSM protocols. A well-implemented ITSM delivery system improves the quality of IT services, which eventually enhances the organization’s overall capacity and output. Public service delivery is closely dependent on the quality IT services that can be acquired through ITSM. This research study reviews some of the established ITSM standards and frameworks like FitSM, ITIL, CobiT, and ISO/IEC 20000 and proposes a most suitable and sustainable tool and its implementation roadmap for the digital transformation of public sector governance. For this pilot study, a public sector organization (PSO) working under the Government of Punjab (GoPb) was selected. This study focuses on an important area that has not yet been adequately addressed, where ITSM delivery can produce tremendous results. This study contributes to academics and researchers since it discusses the selection and implementation of a service management system (SMS) for a PSO while focusing on its needs, requirements, and available resources. In general, the qualitative analysis methodology is used in this research study, and specifically, it can be identified as applied research. The data is collected through a questionnaire, and the results are shown and discussed in the later sections.

AN INTEGRATIVE AGILE ITSM FRAMEWORK OF TENETS AND PRACTICES – ITS DESIGN AND EXPLORATORY UTILIZATION

ABSTRACT The modern business environment and global covid-19 pandemic effects have led to any relevant business organizational activity, like e-commerce, to rely on on-premise and cloud information technology (IT) services. To deliver high-quality IT services, plan-driven IT Service Management (ITSM) frameworks and standards have been used in business organizations in the last two decades. Nowadays, new and claimed agile ITSM frameworks and standards have emerged but there is a scarcity of studies on their extent of agility coverage. This research addresses this knowledge gap. First, we elaborated a plausible Integrative Agile ITSM Framework of Tenets and Practices from a selective review of the main related SwE and ITSM literature. Second, we populated the integrative framework with all available evidence about the agile tenets and practices reported in the official publications of the new five ITSM frameworks and standards. Third, we explored its utilization with a Panel of ITSM Experts for ranking how much the new five ITSM frameworks and standards fit the integrative framework. Exploratory results revealed high concordance among experts to qualify ITIL v4 and VeriSM as agile, and FitSM, and the two ISO/IEC standards as lightweight but not agile. This research contributes to the ITSM literature with an Integrative Agile ITSM Framework of Tenets and Practices, and the ITSM practice with an exploratory evaluation from ITSM experts on the adherence to it from the new five ITSM frameworks and standards. Given the critical dependence of any business activity on IT services, further theoretical and empirical research is worthy to be pursued.

Evaluation of Incident Management in University using IT Infrastructure Library Framework

Supporting the implementation of optimal services is a major need for organizations today. Guaranteed service management and good security is one of the benchmarks. This study aims to measure the level of incident management security at the Manado State University Computer Center. Incident Management is an intrinsic IT process that is visible to both customers and businesses. An organization proactively implements a sound IT service management framework such as ITIL v3 so as to maintain the desired Quality of Service (QoS). Data analysis uses Likert scale calculations and refers to aspects of maturity.

Developing an Improved ITSM Framework for Ethio Telecom

Abstract—Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. Hence, developing an improved and customized ITSM framework to manage the various IT services delivered by the IT service provider is important.To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction. Design science research methodology was employed to design and develop the ITSM framework. Furthermore, a qualitative research approach was followed to gather and analyze the primary data. Semi-structured interviews, observation, and document analysis were employed to collect different kinds of data. Also, thematic analysis was used to analyze the data that was collected from the respondents. A triangulation technique was applied to keep the validity and reliability of the research study. The findings of the research revealed that the existing ITSM practice did not address the needs of the organization. Finally, a new ITSL framework was proposed by incorporating the needs of the organization and demonstrated to selected respondents after passing through rigorous design, development, and evaluation stages. The proposed framework was evaluated by various IT staff through validated evaluation models. Consequently, the evaluation result disclosed that the proposed framework can help to improve the current ITSM practice of the company by maximizing the quality of IT services and customer satisfaction.

Developing an Improved ITSM Framework for Ethio Telecom

Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically.
 To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction.

System of Systems Lifecycle Management—A New Concept Based on Process Engineering Methodologies

In order to tackle interoperability issues of large-scale automation systems, SOA (Service-Oriented Architecture) principles, where information exchange is manifested by systems providing and consuming services, have already been introduced. However, the deployment, operation, and maintenance of an extensive SoS (System of Systems) mean enormous challenges for system integrators as well as network and service operators. The existing lifecycle management approaches do not cover all aspects of SoS management; therefore, an integrated solution is required. The purpose of this paper is to introduce a new lifecycle approach, namely the SoSLM (System of Systems Lifecycle Management). This paper first provides an in-depth description and comparison of the most relevant process engineering methodologies and ITSM (Information Technology Service Management) frameworks, and how they affect various lifecycle management strategies. The paper’s novelty strives to introduce an Industry 4.0-compatible PLM (Product Lifecycle Management) model and to extend it to cover SoS management-related issues on well-known process engineering methodologies. The presented methodologies are adapted to the PLM model, thus creating the recommended SoSLM model. This is supported by demonstrations of how the IIoT (Industrial Internet of Things) applications and services can be developed and handled. Accordingly, complete implementation and integration are presented based on the proposed SoSLM model, using the Arrowhead framework that is available for IIoT SoS.

Ensuring Efficient IT Service Management to Increase Information Systems Availability

In today’s information age the increase importance of Information Systems (IS) which are highly dependent of Information Technology (IT) forces organizations to deploy IT Service Management (ITSM) frameworks. The increase complexity of new IT technologies, products and deployment models makes the management of an IS a big challenge to manage and to ensure its availability. This complexity drives IT organizations to manage the environment by silos or technologies and inhibits a holistic view of the target environment leaving space for failures. This paper intends to analyze and identify these issues and proposes an IT management framework that will help IT organizations to provide a better management of IS.

Modelo de gestión de servicios de cómputo en la nube para las compañías de consumo

Introducción: La competencia entre las empresas de consumo que buscan lograr reducción de costo ha impulsado la adopción de modelos de entrega de servicios de cómputo en la nube bajo un esquema por demanda (Techtrends Report, 2018). Sin embargo, estudios recientes muestran que adoptar estos modelos de cómputo no necesariamente se refleja en reducción de costo, y aún más, se han observado incrementos en el área de TI. La hipótesis en este estudio afirma que las capacidades de gestión de TI necesarias para lograr reducción de costo al migrar servicios de cómputo en la nube, no están identificadas, implementadas o desarrolladas tanto en las compañías de consumo como en los modelos o marcos de gestión vigentes. Entonces, el objetivo de este estudio es identificar las capacidades de gestión de cómputo en la nube que favorecen la reducción de costo y diseñar un modelo holístico de gestión. E Implementarlo en la Industria de Consumo como estudio de caso.Método: El primer paso para lograr esto, fue diseñar una herramienta de diagnóstico de capacidades de gestión de servicios de TI, donde como fuente principal se tuvieron los estándares, guías y mejores prácticas de gestión de servicios de TI que se identificaron en la literatura. El segundo paso fue confirmar las capacidades seleccionadas por medio de encuestas a expertos en la tecnología de nube. A continuación, se validó la relación entre las capacidades y la reducción de costos aplicando el método del Proceso Analítico Jerárquico (AHP por sus siglas en inglés). Finalmente se utilizó el modelo basado en el Modelo de Madurez de Capacidades (CMMI por sus siglas en inglés) para definir el nivel de madurez requerido de cada capacidad.Resultados: El principal resultado fue la identificación de 12 capacidades clave de gestión de servicios cómputo en la nube que requieren un nivel de madurez “administrado” de acuerdo con el CMMI para lograr reducción de costos. Con este resultado se construyó el modelo de gestión holístico que incluye la herramienta de diagnóstico de estado actual y futuro. La reducción de costos que se logró en el indicador de costos de operación de TI / presupuesto tras implementar el modelo, fue de un 6.2% en 6 meses. Se logró también la reducción de costo de personal, el cual fue liberado de la operación de TI y empleado en otras actividades productivas.Discusión o Conclusión: El Modelo de Gestión propuesto puede habilitar a las organizaciones a identificar el nivel de preparación y capacidades que tienen para gestionar los servicios de cómputo en la nube. Este modelo permite recomendar capacidades y guías de acción para cerrar las brechas identificadas, que impacten positivamente en la reducción de costo.

Anomaly Detection in Complex Real World Application Systems

The ability to understand application performance and pro-actively manage system state is becoming increasingly important as infrastructure services move toward commodisation models such as cloud computing. The complexity of systems being monitored in large corporations means that detailed component-by-component analysis and/or simulation of behaviour can be impractical. The key problem is to find practical systems management approaches that enable behavioural profiling and detection of anomalous events in complex real world systems. This paper details a system performance measurement method that enables slowdown event detection and characterisation of application behaviour. These measurement techniques can underpin IT service management frameworks such as the IT Infrastructure Library. This enables business to manage the stability and performance of the end-user experience in order to support productivity and effectiveness of business processes. This paper examines anomaly detection efficiency in two case studies using six detection models in a large Australian financial services organisation. The whole of service anomaly detection methodology proposed in this paper was found to be more efficient than alternative individual transaction and whole of service models.

Toward an Agile IT Service Management Framework

For a couple of decades, information technology (IT) as well as its management have been evolving toward more agility. Cloud computing and service-oriented computing have enabled increases in the agility of, respectively, the hardware and the software components of IT services. Similarly, companies more and more often use agile methods for managing their IT projects. This means that many IT organizations can follow the values and principles of the Agile theory, which shares many similarities with service science. However, regarding the management of IT operations, existing solutions are largely process oriented and focus on the control and respect of the initial commitments. Therefore, these solutions, called IT service management (ITSM) methods, are not aligned with the agile values and principles. In response, we propose the basics of a future agile IT service management framework. To do so, we revisit the agile values and principles applied in the software development to best suit the ITSM context. We also identify some practices applied in the current ITSM methods that (partially) block the evolution toward more agility in ITSM. These practices are discussed and rewritten accordingly.

Perancangan Sistem Informasi Helpdesk Menggunakan Framework ITIL V3

In order to improve and to ensure the availability of information technology (IT) services quality, many organizations now have a helpdesk which acts as a center point in solving and organizing problems. However, in the planning and implementation of Information Systems Service Helpdesk, it is necessary to do a thorough analysis of the framework of the Information Technology Service Management (ITSM) that is appropriate and in accordance with the needs of organizations, that is also capable of providing the function of knowledge management. It is because each type of organization has different needs and Standard Operation Procedure in providing IT services. The purpose of this study is to analyze the right ITSM framework in developing Helpdesk Information System in PT Len Industri (Persero), which is one of State-Owned Enterprises (SOEs). Helpdesk services provide repairs of hardware, software, and network. Previously, informations about problems and the handling are not complete, and the information storing is unstructured. This causes difficulties in monitoring and evaluation activities conducted by helpdesk admin and manager of Information Systems. To solve this problem, a system is designed using ITSM best practices standard from the Information Technology Infrastructure Library version 3. The system is designed to perform the classification to every problem. Classifications are made into several level of priorities which correspond with profile matching method, according to position and division within the PT Len Industri (Persero)’s value chain. The developed dashboard has been able to support the helpdesk results evaluation process. To ensure the usability of the system, a user acceptance test is conducted with the standard of Unified Theory of Acceptance and Use of Technology. The system obtains overall score of 88,89% in the user interface aspect and 83,715% in the functional requirement of information system aspect.

ICT Helpdesk Improvement through Decentralized Strategy

ICT Helpdesk is the part of IT Service Management (ITSM) framework which is also mentioned in COBIT 5 inDeliver, Support and Service processes. ICT Helpdesk becomes an important part that must be owned by thecompany who use the information technology to leverage the business goals. The use of IT peripheral in dailyoperations requires the excellent support. Companies do not want to lose the opportunity in business because of the IT system had a problem. ICT Helpdesk present for deliver support with Service Level Agreement (SLA) agreed which are needs more responsive to fulfill business requirement. This research is needed to find best strategy of ICT Helpdesk implementation. Assess the existing strategy and analyze the gap between current and future condition is required. Working area that must be covered in this service and amount of the technician are the keys for improvement. Option of centralized and decentralized strategy becomes research objective to be addressed in this case to find best ICT Helpdesk strategy.

Developing an Assessment Tool of ITIL Implementation in Small Scale Environments

Considering the problematic of IT Service Management (ITSM) frameworks Implementation in SMEs, among the various frameworks available for companies to manage their IT services, ITIL is recognized as the most structured and effective framework. Nevertheless, ITIL has been criticized for not been appropriate for small scale enterprises. This paper provided a practical tool formally developed according to Design Science Research (DSR) approach, it aimed to find out the key factors that affect ITIL implementation success in SMEs, the objective was to eliminate the misunderstanding of the IT service management model’s implementation purpose. It determines various Critical Success Factors (CSFs) of ITIL implementation, the weight of each CSF is calculated with Analytical Hierarchy Process (AHP) and the evaluation was executed in a Moroccan SME. Therefore, it provides an evaluation method in order to help researchers and managers to determine the issues related to local culture of SMEs while adopting ITIL Framework. Results show that the top management support is the most important factor for Moroccan SMEs. It is found that an approach for determining ITIL processes implementation sequencing order need to be developed in order to achieve quick wins.

The Compensation Benefit of ITIL® Skills and Certifications

Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study conducted by Forrester and itSMF (2013) found that IT service providers that employ ITIL® enjoy better service quality and higher operational productivity as well as cost savings. Therefore, IT professionals with ITIL® knowledge and skills are likely valuable to organizations and earn a higher wage than their peers. This paper investigates whether or not there are salary benefits for IT professionals that possess ITIL® knowledge and skill and what are the estimated benefits, if any. Using a human capital model and employing data from an on-line survey of a large set of IT professionals (16,632 responses) conducted at the end of 2013 this benefit is confirmed and quantified.

Defining the relationships between IT service management and IT service governance

IT service provider organizations need both IT service management (ITSM) and IT service governance (ITSG) to ensure successful service provision for their customers. However, current service science literature has not adequately addressed how these activities differ from each other. Focusing solely on IT service management and ignoring service governance aspects may cause difficulties in measuring the performance of service management, defining and deploying the roles and responsibilities of service management, allocating the resources for right service improvements and adopting the service-oriented process culture. The research problem of this study is: How does IT service management differ from IT service governance? The main contribution of the study is a framework for IT service governance and a roadmap of IT service management frameworks and standards that can be utilized in establishing IT service governance activities. The theory-based framework is validated in an IT service change management case study with five Finnish IT service provider organizations. The results of this study may be used by top management, service directors and the IT service managers of IT service companies to better identify different aspects of IT service management and IT service governance.

Investigating Critical Success Factors in Implementing ITIL Framework

Nowadays, many organizations adopt Information Technology Service Management (ITSM) best practices to enhance their IT service related processes. Although many organizations have adopted ITSM frameworks such as Information Technology Infrastructure Library (ITIL), not all have been successful. Keeping this in mind, this paper seeks to identify Critical Success Factors (CSFs) that impact on successful implementation of ITSM frameworks with a focus on ITIL in Iranian organizations as a case of a developing country. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. Following that, a questionnaire was developed and sent out to domain experts. Next, robust Exploratory Factor Analysis (EFA) was run for analyzing data and establishing construct validity which finally classified critical success factors into five groups named as “organizational”, “human resources”, “project management”, “managerial” and “process”. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in their research and practice.