IT Service Management Research Articles

Penerapan Framework Information Technology Infrastructure Library (ITIL) Versi 3 pada Domain Service Operation untuk menganalisa Manajemen Layanan Teknologi Informasi

Information Technology (IT) in the era of the Industrial revolution 4.0 is increasingly developing and changing the way humans complete all work. Advances in technology have caused automation/computerization in business management to be fast. Computerization helps humans improve performance and save resources in the process of working on it. The use of IT really supports the objectives of government administration so that it must pay attention to the efficiency of resource use and risk management. ATR/ BPN Purbalingga as one of the government agencies has used the use of services through the use of the ATR / BPN Purbalingga website. The role of important websites in the organization includes ATR/BPN Purbalingga. ATR / BPN shows several problems such as tools in the website are lacking and there are often server downs. The purpose of this study is the analysis of IT service management on websites kkp2.atrbpn.go.id using the ITIL Framework V.3 domain service operation. The research data analysis method uses quantitative methods by using SPSS measuring instruments. ITIL model V.3 as a medium of analysis of questionnaire data and to obtain the results of the analysis of the level of maturity of IT service management. The results of this study are recommendations for the maturity level of IT service management of the ATR / BPN website for the progress of improving website performance. The result of the maturity value on the website kkp2.atrbpn.go.id on the subdomain service operation domain service management as a practice by obtaining an average of 3.97. Service operation principles with an average of 3.27. Service operation processes earned an average of 2.95. Common service operation with an average of 4. Organizing service operations with an average of 4.12. Service operation technology consideration with an average of 3.8. Implementing service operations with an average of 3.3. The average total obtained from all domain service operations is 3.1 at level 3 (defined) which means it is important to carry out basic processes and document each process and standardize in order to reach the expected level

ITSM Using AI Chat-Bot and Data Visualizers

Abstract: Information Technology Service Management is the process to plan, implement, deliver and support the IT services to cater the end-users’ needs. This project aims to study the existing ITSM systems and implement an improved system aided with technologies like chat-bot and data visualization. To resolve IT issues using quality ticket system, we need a robust service management framework based on ITIL framework. The system works in three distinct steps: Reporting, Managing and Resolving an issue. The aim of an ITSM system restore the undisturbed flow of the everyday business process after resolving the ticket. The chatbot caters to the smaller needs of the users without having a need to create a ticket in the ITSM system. Data visualization can help the management team as well as the users to visually keep the track of the tickets. Keywords: Information Technology Service Management, Information Technology Infrastructure Library, Chat-bot, Data Visualization, Natural Language Processing.

IT Service management system for EMBL’s European Bioinformatics Institute’s IT department

EMBL-EBI, Europe's biomolecular data hub, is a world leader in managing and analysing big data in biology and making it freely available to scientists worldwide. Research infrastructures (RI) like EMBL-EBI rely extensively on information technology (IT) services to conduct research and support the delivery of scientific services. These IT services are complex and diverse and IT service management (ITSM) has been shown in other domains to help to improve efficiency and productivity. ITSM is a collection of standards that help organisations develop a process-based approach for managing the full lifecycle of IT services, while keeping their users' needs at the forefront and promoting continuous improvement. However, many organisations struggle with the design and implementation of an ITSM system as it involves the need for organisational change, and because the process approach can seem rigid and bureaucratic on the surface. This article aims to share the experience of the EMBL-EBI IT department in designing and implementing an ITSM system. ITSM implementation steps, benefits, challenges, opportunities, and practices are highlighted, critically analysed, and discussed.

Improving IT Service Management in Customer Service Business: A Case Study

Organisations that provide information technology services mostly set goals for improving the quality and management of services. The ability to remain competitive is one of the most critical factors in any modern organisation's success. For business processes to be successful, it is necessary to rely on rational and well-thought-out solutions. In many cases, data-based solutions create conditions to avoid or reduce significant risks. The article examines the possibilities of applying IT processes to improve customer service and presents its improvement outcomes. Customer satisfaction with the services provided is directly correlated with the quality of services. The research investigates and empirically evaluates the existing IT incident management processes of the selected company and provides opportunities for their improvement. After analysing incident management processes in the selected company, an improvement of the incident management processes was presented to eliminate the identified deficiencies. Descriptive and inferential statistical methods were used to evaluate the effectiveness of the improvements. The results obtained show that the improved process had a statistically significant positive impact on improving the customer service quality. Therefore, it can be stated that the implemented changes are effective and useful in the context of the company's operations.

Whistleblowing System Deployment using ITIL v3 Framework

The Indonesian government has been urged to implement Whistleblowing systems for public services in order to achieve integrity zone development. Almost all service desk software provides user convenience as well as manages the service process in an organisation using standards based on the Information Technology Infrastructure Library (ITIL) v3. The service operation of Whistleblowing systems and the service desk systems are almost the same. However, currently only a few studies have examined the implementation of Whistleblowing systems which uses such a framework in a public higher education institution. The aim of this study is to design and develop a Whistleblowing system which is expected to fulfil the IT Service Management (ITSM) standard and to perform an integration process amongst the community and students. The software was designed and tested in the Universitas Islam Negeri Syarif Hidayatullah Jakarta using the ITIL v3 standards. The result showed that the efficiency parameter value produced a page speed point of 91 % (A). The minimum score was 91 % (A) and the fully loaded time was 2.4 seconds. A portability test showed a value of 100 % for the mobile-friendly score while the reliability test with a stress test also showed at 100 %. The alpha testing result was a very good predicate while beta testing received an acceptable score, good category, and classified as grade C. In conclusion, based on the abovementioned tests, this shows that the system can be used to manage student services, lecturers and staff, as well as to integrate the current service within the community.

The Role of COBIT5 as a Reference for Quality Service Quality Improvement


 Bank Central Asia Tbk. is the largest private bank company in Indonesia, which is now owned by one of the largest cigarette group companies in the world, namely Djarum. PT. Bank Central Asia Tbk. make various efforts to improve the quality of service quality by setting a standard and policy. One of them is the determination of ITIL V3 standardization, which covers the entire IT Service process. ITIL V3 is a series of concepts and techniques for infrastructure management, development, and information technology operations. These efforts were made to meet the ISO 20000 standardization to obtain ISO 20000 certification in 2011. However, PT Bank Central Asia Tbk wants to continue to improve the quality of IT services for the better, therefore PT Bank Central Asia Tbk. chose to use the COBIT 5 framework as a method of measuring the quality of IT service quality, especially in the field of IT Service Management (ITSM) in the DSS02 (Manage Service requests and Incidents) and DSS03 (Manage Problems) processes. The result of this research is that the Capability Level of the DSS02 and DSS03 processes is known at PT Bank Central Asia Tbk. the current condition is level 3 (Established Process), while the target level to be achieved is level 4 (Predictable Process). So that to reach the next level, PT Bank Central Asia is expected to have followed the recommendations for improvement given.

IT Service Management Intelligence Model to Support the Implementation of Electronic Government System (EGS) in Indonesia

Government institutions operate in a diverse environment that includes a wide range of issues such as social, economic, political, cultural, and other related issues. This fact eventually leads to various challenges and problems related to public services. The state of the existing resources and the management mechanisms affect the quality of services. These conditions require a comprehensive approach to the government's system. Electronic Government System (EGS) architecture is developed to provide guidelines in synchronizing and integrating applications employed by central or regional government agencies. The purpose of EGS service management is to guarantee sustainability and improve the quality of EGS Services to EGS users. The development of smart and holistic service applications can be a starting point in achieving a quality service system, including the government system, a system of service management that involves various elements holistically. This research aims to propose an Information Technology Services Management Intelligence model to support the implementation of EGS. This model approach is based on a holistic view of an environment in delivering public information technology services. It is also based on ITSM and Intelligent Systems, including architecture, alignment, and adaptability. The proposed model assists developers in defining conceptual needs of information technology services based on business perspectives to create intelligent systems that can dynamically predict and meet their needs.

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.

TOWARDS AN AGILE ITSM MATURITY FRAMEWORK FOR ORGANIZATIONS : A CASE STUDY

The term Agile ITSM is on everyone’s lips, as the digital market is increasingly evolving and demanding faster responsiveness from companies - and this also applies to IT service management. Meanwhile, agile working philosophy has spread from the software industry to ITSM. IT service management (ITSM) must be updated to continue to generate value in a world where agility is the order of the day and priority is given to the speed to market new services, products, or functionalities. This makes sense, because your company’s IT departments also need to work flexibly and innovatively to support business processes. But how exactly do you implement agile working in IT service management? This paper will attempt to answer this question, by proposing a new maturity framework to improve ITSM service management processes.

Strategi Peningkatan Mutu Layanan Kolaborasi Jaringan Transport Telekomunikasi di Indonesia

<div><p class="1eAbstract-text"><em>The</em><em> </em><em>study aims to analyze the factors that can improve service quality and formulate a strategy for improving the collaboration of telecommunication transportation network services at telecommunication companies in Indonesia. The method used in this study is an exploratory analysis based on the Information Technology Service Management (ITSM) framework and analysis of internal and external conditions as well as Analytical Hierarchy Process (AHP) calculations. Factors that can improve service quality are strategy, design, transition, operation, and Continual Service Improvement (CSI), while the preparation of service quality improvement strategies is accelerating the implementation of transport network roadmaps, developing resilience systems, forming agile teams and improving business processes. The results of the research can be used as a strategic proposal for improving the quality of transport network services in telecommunications companies.</em></p></div>

Causing factors, outcomes, and governance of Shadow IT and business-managed IT: a systematic literature review

Shadow IT and Business-managed IT describe the autonomous deployment/procurement or management of Information Technology (IT) instances, i.e., software, hardware, or IT services, by business entities. For Shadow IT, this happens covertly, i.e., without alignment with the IT organization; for Business-managed IT this happens overtly, i.e., in alignment with the IT organization or in a split responsibility model. We conduct a systematic literature review and structure the identified research themes in a framework of causing factors, outcomes, and governance. As causing factors, we identify enablers, motivators, and missing barriers. Outcomes can be benefits as well as risks/shortcomings of Shadow IT and Business-managed IT. Concerning governance, we distinguish two subcategories: general governance for Shadow IT and Business-managed IT and instance governance for overt Business-managed IT. Thus, a specific set of governance approaches exists for Business-managed IT that cannot be applied to Shadow IT due to its covert nature. Hence, we extend the existing conceptual understanding and allocate research themes to Shadow IT, Business-managed IT, or both concepts and particularly distinguish the governance of the two concepts. Besides, we find that governance themes have been the primary research focus since 2016, whereas older publications (until 2015) focused on causing factors.

A review of the latest IT service management solutions

In today's fast-paced business environment, efficient Information Technology (IT) service management is crucial for maintaining a competitive edge. The latest Information Technology Service Management (ITSM) solutions offer a wide range of features and capabilities, including automation, self-service portals, and analytics, to help organizations streamline their IT operations and improve their overall performance. This review will take a closer look at some of the latest IT Service Management (ITSM) solutions on the market and explore their key features and benefits. It will also discuss how these solutions can help organizations improve their IT service delivery and support their digital transformation efforts.

Process Management Models in Service Enterprises: A Systematic Literature Review

Improvements to business processes influence the quality of services with which the customer is provided. This principle is the basis of the Total Quality Management approach. This paper presents a systematic literature review carried out in order to identify the most commonly used models in service companies to manage their internal processes. In addition, the type/size of companies that most frequently use these models are identified to find gaps in such utilization to contribute to the service science field. The review process made it possible to identify 1507 studies, 74 of which were eventually classified as primary studies. The results showed that the most widely used models are the European Foundation for Quality Management (EFQM) for organisational management, and the Capability Maturity Model Integration for Services (CMMI-SVC), which is employed to determine the organisation’s maturity, evaluate processes and improve services. The use of ISO/IEC 20000 standards for IT service management and ISO/IEC 9001 for product and service quality management was also identified, as were proposals such as the ITIL framework with best practices in IT service management. With regard to the type of organisations that implement these solutions, large companies prevail and small and medium-sized enterprises (SMEs) are underrepresented.

Quality mining: a new approach for managing service quality

This study aims to propose a new approach for service quality improvement through simultaneous measurement of all data and indicators affecting service quality and related to each service along with each other, and to find the importance and relationship between these indicators and suggesting service quality improvement solutions. The proposed model named quality mining is based on data mining in service quality. As a case study, all the one-year services registered by the information technology service management (ITSM) system of a manufacturing company have been analysed. Clustering, correlation, and rule learner data mining methods have been used in the studied organisation. Findings indicated a direct relationship between the performance of the organisation and satisfaction regarding the services provided. The improvement suggestions presented for the studied organisation were related to the performance improvement of employees/functions. The factors affecting service quality were also determined.

Towards the Smart Industry for the Sustainability through Open Innovation based on ITSM (Information Technology Service Management)

Towards the Smart Industry for the Sustainability through Open Innovation based on ITSM (Information Technology Service Management)

IT service management evaluation method based on content, context, and process approach: A literature review

The main purpose of implementing Information Technology Service Management (ITSM) is to accomplish high service quality. ITSM evaluation is not an easy matter because of its scale and complexity. Choosing the right evaluation method is essential, so it fits the goals and objectives. This paper aims to analyze ITSM evaluation studies to provide useful information for practitioners and researchers. The research method uses a systematic literature review related to ITSM evaluation supported by seven selected academic databases. Several categories of ITSM evaluation are based on content, context, and process by adopting the CCP framework in research results.

Application of a virtual architecture with HYPER-V of servers for the management of information technology services of the company IM SELVA SAC. Pucallpa, 2019

IM SELVA SAC has as a goal the sale of spare parts, heavy machinery and equipment for construction with high levels of quality, its long-term goal is to become the best and most efficient sales company for machinery, equipment and services. La Amazonia rental, standing out in the market through the quality of our products, competitive prices and compliance in delivery times. The main purpose of its processes is an IT architecture, it is related to its servers, it is a solution to improve support times, the restoration of the system, the access security of users, with a lower cost and good quality, therefore, through this project the use of virtual server architecture is proposed. What it refers to is what is known as what is known as what happens on the Windows 2012 R2 server.

PENERAPAN SERVICE REQUEST MANAGEMENT PADA TATA KELOLA LAYANAN TEKNOLOGI INFORMASI

The purpose of this research is to design and implement a Service Request Management application and to improve the Service Request Management process at PT. Informatics Integration Partner based on Information Technology Service Management. This research is based on the need to manage the organization's information technology infrastructure and arrange the best services for users of information technology services that can provide a good quality foundation and quality assurance by using systematic process approaches and standard procedures for information technology services. This research is qualitative with data collection consisting of secondary data and primary data. Primary data is obtained from observations in the IT department and interviews with the head of the IT division on the Service Request work process and the existing database in the current Service Request Management application which has been processed using the help of Excel and Visio applications. While secondary data can be obtained through the website of PT. Informatics Integration Partners, as well as other additional data and information obtained from books, articles, and other scientific literature related to this research. The results of the research in the form of the proposed Service Request Management application system have several advantages and differences from the current system. Some of the advantages include: (1) Email notification when there is a request and change of request handling status; (2) Company data is safer and more secure because it is stored in a privacy server; (3) By using this system, the handling of a request can be monitored by the company's Top Level Management; (4) This system is easier to use because apart from being accessible through the website, it can also be accessed via mobile android

Predicting help desk ticket reassignments with graph convolutional networks

Efficient triaging of incident tickets is a critical task in Information Technology Service Management. Introducing interventional measures on tickets that are difficult to resolve can help improve the triaging of complex tickets. This work reports a method to predict the resolution complexity of a reported incident. The number of times a ticket is reassigned is a measure of difficulty in resolving the incident. Ticket resolution is associated with a variable workflow. A graph representation of ticket resolution offers advantages from the standpoint of running ad hoc queries. Predicting ticket reassignments requires the application of machine learning to this graph. A Relational Graph Convolutional Network is used for this purpose. The developed model provides benefits beyond predicting ticket reassignments accurately. It provides embeddings that can be used to derive insights about the operation of the help desk organization and the users of the help desk.