IT Service Management Research Articles

Analisis IT Service Management (ITSM) Layanan E-Learning Universitas Bina Darma Menggunakan Framework ITIL V3

Bina Darma University uses E-Learning as a development of information and communication technology in the learning and teaching process without face-to-face (online). Information Technology Service Management (ITSM) is information technology service management, a method that can be used in managing e-learning information technology systems at Bina Darma University. The ITIL V3 framework, the method used in research that focuses on the service operation domain, aims to measure the level of maturity in e-learning conditions. Some of the sub-domains used are event management, incident management, request fulfillment, problem management, and access management. The results of the study on the event management variable maturity level 2.90, incident management variable maturity level 2.45, problem management variable maturity level 2.13, request fulfillment variable maturity level 2.24, access management variable maturity level 3.18. The overall average value of all variables with the results of the questionnaire obtained is 2.58, which is on a scale of 3 of 5 maturity levels, namely defined.

DEVELOPMENT OF A RESOURCE MANAGEMENT METHODOLOGY FOR A SERVICE COMPANY

This article discusses the specifics of managing a service-related company. It shows how the preparation of input data and their transformation takes place. Peculiarities of model preparation for training and testing are demonstrated. The general scheme of interaction between customer end-users and project and third-party technical support taking into account the conditions of service maintenance is given. The scheme of logic of processing incoming incidents between support lines is shown. The logic diagram of the prediction module for determining the support team is given. After the work has received the trained model that allows to carry out prediction of a support team on the basis of methods of logistic regression, by means of language Python it can be saved as a special file, it can then be connected as an independent module.
 Purpose. Determination of methods and techniques of analysis used in the analysis of export operations.
 Methodology the article used systems analysis and enterprise management methods.
 Results: an example of resolved incident data for a specific support team with engineers is considered, as well as an example of numerical feature calculations to adjust the support team engineer’s baseline prediction. A logic diagram of the improved software solution model is shown.
 Practical implications can be used with the improvement of IT service management in terms of incident coordinator activities.

Information Security Analysis of Online Education Management System using Information Technology Infrastructure Library Version 3

The rapid development of information affects many aspects of human life. So that the field of information security becomes one aspect that must be considered. This study aims to measure the information security awareness and to improve daily operational activities of managing IT services effectively and efficiently. Salemba Adventist Academy has used the Wium Online Education Management System (WIOEM) online system, but in its implementation the security aspects of the system are not yet known. The Information Technology Infrastructure Library (ITIL) v3 framework which is globally recognized for managing information technology is broken down into five parts: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement. This study focuses on Service Operations with 4 attributes, namely: Security, Privacy, Risk, and Trust. The data collection method used by the researcher was through observation in the form of a questionnaire in taking the number of samples to several students by taking population samples using the Lemeshow method. After the data were collected, the results of the ITIL indicator questionnaire are calculated based on the data security level. The results show that the Security indicator is Level 1, the Privacy indicator is level 3, the Risk indicator is level 3, and the Trust indicator is level 4 on the Data Security Level scale. This shows that the WIOEM system can be used properly according to user expectations and meets several levels of data security according to ITIL v3 framework.
 

Recent Trends in Cloud Computing and IoT Platforms for IT Management and Development: A Review

Cloud computing has transformed the delivery and management of IT services, and with the advent of the Internet of Things (IoT), cloud platforms have become even more crucial for developing and managing IT solutions. This critical review article presents the latest research on cloud computing platforms with IoT capability and their impact on IT management and development. The review covers the advantages of cloud computing platforms, including their cost-effectiveness, scalability, and flexibility. It also provides an in-depth analysis of six leading cloud platforms with IoT capability: ThingSpeak, Ubidots Platform, AWS IoT, IBM Watson, ThingWorx, and Salesforce Platform. The review focuses on their features, capabilities, and limitations. The article concludes by emphasizing the crucial role of cloud computing platforms with IoT capability in IT management and development and their potential for future growth and development. The insights provided by this review are essential for researchers and practitioners who seek to comprehend the emerging trends in cloud computing platforms and their impact on IT management and development.

The IT Services Management Architecture Design for Large and Medium-sized Companies based on ITIL 4 and TOGAF Framework

The development of information technology occurs rapidly in almost all areas of life. All companies must immediately carry out a business transformation following the development of information technology to survive amid increasingly fierce competition. One of the keys to this business transformation's success is an enterprise architecture that is used as a reference in planning, developing, operating, and monitoring company information technology. Implementation of service management practices in state-owned enterprises needs to be translated into IT Services Management Architecture Design, that match the IT Governance Principles as mandated in PER-03/MBU/02/2018. This research focuses on preparing an enterprise architecture design in IT service management by referring to ITIL 4 best practices. The resulting solution is a target architecture design in the business domain, data, and applications arranged according to the TOGAF framework. It was carried out in four stages: scope identification, which defines practices; preliminary phase, which resulted in 11 architecture principles; architecture vision that produces a value chain for IT service provider organizations; a business architecture which resulted in a business service/function catalog consisting of 13 business functions and 43 business services; and an information system architecture that produces a conceptual data model on the three main priority processes of IT service management and an application use-case diagram that describes the relationship between the four actors (users, service managers, service desks, and support groups) with their roles in applications. The enterprise architecture has been designed following the scope of IT service management practices commonly used as a reference for all large and medium-sized companies.

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.

Identification of the information and communication technology (ICT) sector in the city of Medellín through innovation capacities and elements of Industry 4.0

Purpose: In recent years, the dynamism of society and the different economic sectors have been forced to change due to the emergence of new technologies, such as Industry 4.0. Therefore, the purpose of this paper is to identify the level of incorporation of elements and technologies of Industry 4.0 through the innovation capabilities in the Information and Communication Technology (ICT) sector. Design/methodology/approach: We characterised the ICT sector in Medellín, Colombia, and applied a questionnaire to a specific subset of Information Technology Service Management (ITSM) firms. Findings: One of the main results suggests that although ITSM firms are not unaware of some elements of Industry 4.0, these technologies are not fully incorporated into their activities. Therefore, these organisations must make greater efforts to develop and incorporate the technologies of Industry 4.0. Originality/value: This paper shows the need for firms in the ICT sector to strengthen their resource allocation and strategic planning capabilities.

Design Principles for Platform-Enabled Knowledge Commons with an Expository Instantiation

Knowledge commons play a pivotal role in knowledge creation and sharing in the digital economy. The motivation for this research was the opportunity to develop a knowledge commons for IT service management (ITSM) practitioners. To obtain guidance to design the knowledge commons, we critically reviewed commons design principles (DPs) that were based on a well-established economics theory. We observed that the commons DPs had significant gaps when applied to IS practice. Hence, we developed an alternate set of DPs that we refer to as platform-enabled knowledge commons (PEKC) DPs that are relevant to IS practice. This paper discusses the development of PEKC DPs and applies them in instantiating an IS artifact, Service-Symphony. Service-Symphony is a purpose-built, public-facing knowledge repository developed for the benefit of ITSM practitioners and students. Our research followed the design science research (DSR) paradigm and contributes to the body of knowledge by establishing a multigrounded design theory comprising meta-requirements and DPs. To bridge theory and practice, we assessed the reusability of PEKC DPs through focus group interviews with IS architects. Our case study illustrates the complete life cycle of DPs covering conceptualization, initial formulation, iterative refinement, application to an important real-world instantiation, and evaluation by a group of independent IS practitioners.

Model SOP IT Service Desk Berdasarkan Framework ITIL V3

IT services are critical to organizational success because of their ability to increase organizational competitiveness and flexibility. In managing quality IT services, IT Service Management (ITSM) is needed. ITSM is the implementation and management of quality IT services to meet business needs. To guarantee and support ITSM, an IT Service Desk (ITSD) function is required. ITSD is a functional unit consisting of a number of staff who are responsible for handling various IT service activities. The function of ITSD is to record and manage and resolve all incidents, problems, IT service requests, and IT service access rights by providing a central point of contact. Therefore, ITSD becomes very important in ensuring and supporting the management of IT services. In carrying out this ITSD function, it is necessary to develop standard operating procedures (SOPs) so that the implementation of work is more structured and measurable. Based on this, the researcher created an ITSD SOP model based on the ITIL V3 framework with a case study in the Pengembangan dan Penerapan Teknologi Informasi (PPTI) section at Universitas Dinamika. This ITSD SOP model produces 3 SOP which includes recording requests and complaints for IT services, analysis and actions, reviewing actions with descriptions of 7 Work Instructions, and 26 Work Records. This ITSD SOP model can serve as a guide in recording, managing, and resolving requests and IT service access management as well as problem-solving both incidents and IT service problems for the organization.

Literatur Review: Peran Aplikasi SAAS Dalam Kegiatan Bisnis E-Commerce

The existence of cloud computing will clearly cause changes in the way information technology systems work in a business. This is due to cloud computing through the concept of virtualization, standardization and other fundamental features that can reduce costs, simplify the management of information technology services and speed up service delivery. One of the cloud computing infrastructures, namely Software as a Service (SaaS), is currently the choice for many companies that are developing their business, especially in the E-Commerce business. As a typical form of cloud services, SaaS has been leading the adoption of cloud to enable E-Commerce by the industry. The development of a framework for modeling complex business systems as a SaaS model in the Cloud has proven to be very effective. Literature review is carried out based on issues, methodologies, and similarities. Of the 12 studies conducted, several methods are used with algorithms that are appropriate to the existing problems. Based on 12 studies, it was found that there are several factors that encourage the use of SaaS and cloud in general in business processes spread across several countries. In one of the studies, there is a method used to support SaaS-oriented business processes. Discussion: The application of the SaaS model to E-Commerce business processes provides an important and very profitable role in providing services to customers.

A DEEP LEARNING BASED IT SERVICE DESK TICKET CLASSIFIER USING CNN

Assignment of problem tickets to a proper resolver group is an important aspect and crucial step in any IT Service management tools like IT Service desk systems. Manual categorization of tickets may lead to dispatching of problem tickets to an inappropriate expert group, reassignment of tickets, delays the response time and interrupts the normal functioning of the business. Traditional supervised machine learning approaches can be leveraged to train an automated service desk ticket classifier by using the historical ticket data. Sparsity, non-linearity, overfitting and handcrafting of features are some of the issues concerning the traditional ticket classifiers. In this research work, a deep neural network based on Convolution Neural Network (CNN) is proposed for the automated classification of service desk tickets. CNN automatically extracts the most salient features of the ticket descriptions represented using word embeddings. The extracted features are further used by the output classification layer for efficient ticket category prediction. To corroborate the efficacy of the proposed ticket classifier model, we empirically validated it using a real IT infrastructure service desk data and compared the results with the traditional classifier models like Support Vector machines, Naive Bayes, Logistic Regression and K-nearest neighbour. The proposed CNN model with proper hyperparameters tuning outperforms the traditional classifiers in terms of overall model performance. Assignment of tickets to the correct domain groups, speedy resolution, improved productivity, increased customer satisfaction and uninterrupted business are some of the benefits of the proposed automated ticket classifier model.

Achieving Industry-aligned Education through Digital-Commons: A Case Study

ABSTRACT Aligning student skills with industry practices in the current fast-changing digital economy is one of the many challenges faced by higher education institutions. In this paper, we present a novel approach in which we developed a digital commons to serve as a bridge between emerging industry practices and academic curricula. In a digital commons, knowledge is created and shared online. This case study describes the motivation for, and the design, development and evaluation of, an industry practice digital commons (IPDC) to assist students in developing industry relevant knowledge. The target students were pursuing a course on IT Governance and Service Management (IGSM) at an Australian university. The development of the digital artifact followed the design science research (DSR) paradigm. Feedback from 78 students and 26 practitioners, and the visitor analytics totaling 122,360 users, indicated that both student and practitioner communities considered the IPDC to be valuable.

Construction of Fuzzy Database and Analysis Interface Using Fuzzy Graphs for Management System Operation Analysis

Proper management is required to guarantee that an organization functions smoothly and continues to provide its services. Management systems, such as Information Security Management Systems (ISMS) and IT Service Management Systems (ITSMS), are typically applied to the entire organization, and such systems attempt to provide continual improvement. Efficient engagement with business operations is an issue; consequently, understanding and analyzing actual situations is required. The authors have been researching analysis methods using fuzzy theory, which enables imprecise expressions. By building a useful fuzzy database and realizing an analysis method for management system operations, the goal is to develop a useful tool for organizational management. In this paper, the authors describe the concept of fuzzy database construction, an analysis method, and a case study related to management system operations. Fuzzy graphs are used for visualization in the analysis to grasp the overall picture and characteristics of the management system.

Enhancement of Selected Knowledge Management Methods in ITSM

ITSM, namely one of its most essential parts, the Service Desk, is a vital communication platform between users and the service provider. Good IT service management ensures the smooth run of the company operations and provides stable support for its employees in all technical matters. Companies also must not forget the knowledge management part of the ITSM process. Knowledge must be available at the right time to the right people to ensure quality service. There are several tools, methods and techniques used in knowledge management. In this paper, we describe and propose an enhancement of selected tools and processes, namely call ticketing system and on-the-job training, as those are essential parts of the ITSM practice.

Streamlining Information Technology (IT) Functions and Operating Model Across Group Case Study: PT Telekomunikasi Indonesia, Tbk

Business entities are expanding their business portfolio by creating child business entities and finally building a large entity known as a Corporate Group, which is a collection of parent and subsidiary corporations that function as a single economic entity through a common source of control. The correlated business issue derives from the existence of Information Technology (IT) units in each company under the group, in which the IT functions are still conducted and maintained solely. This may lead to un-optimized resource of the assets (People, Application, Platform, and Infrastructure) and redundant IT Processes. Consequently, this phenomenon raises questions on how the most suitable IT operating model should be designed and adopted in the group among the entities. This paper is intended to design a new IT operating model, define the organizational structure and possible integration between entities, to obtain a more effective IT shared service operation model and asset optimization across the group. The research infers that the basic IT service management functions with an agile cyclic new way of working can be considered as the new IT operating model alternative, with IT service development and operation would be the most suitable process to be outsourced, rather than IT planning, design, change management, and evaluation. In addition, an IT shared service approach using a specialized federated organization structure is suggested, with an emphasis on promoting the current IT units as the single provider of specific services based on their strongest capability. As for group company, empowering the subsidiary IT units that already possess the expected capabilities and core competencies will be more beneficial and preferred than appointing a new single shared service unit for IT service.

STANDARISASI DOKUMEN KELENGKAPAN ITSM UNTUK AREA TECHNICAL SUPPORT MENGGUNAKAN ISO 20000 PADA DIVISI IT PT RALALI

Organizations is one of the parts that use information technology, both business/profit-oriented organizations known as companies and non-profit organizations. Implementation of ITSM in an organization or IT division will be very helpful to increase the role of IT actively to help develop or support the company's business. In this process, IT in an organization will also be easier to develop and improve in terms of service quality, if the organization has implemented standardized service management (ITSM). This study aims to analyze and discuss about IT Service Management. PT Ralali is an IT company that focuses on providing a shopping platform for the first business needs in Indonesia. PT Ralali connects millions of vendors and MSMEs so they can start and grow their business. The current condition based on the results of the study illustrates that PT Ralali has not implemented ITSM, this is the findings of the checklist carried out on the ISO standard service delivery process. Through this research, it is known that there is a significant gap from what PT Ralali has done today compared to the standards held by ISO 20000, so that based on this gap, ITSM implementation can be proposed in the technical support area according to the company's needs and adapted to the scope Research area.

Differentiated Management of IT Service Workers

This article examines how the widespread adoption of IT service management best practices challenges traditional approaches to managing IT workers. Via a multiple case study of servitized IT functions, it was found that IT service workers might be usefully segmented into four groups: ‘Customer-focussed Technicians’, ‘Developing IT Talent’, ‘Skilled IT Artisans’, and ‘Skilled IT Locals’. It is proposed that this segmentation is useful for managers practicing in IT functions that combine compatible IT service management and IT project management ‘best practices’. Specifically, such employee segmentation may enable differentiated people management practices to improve worker performance within IT functions delivering IT service projects and ongoing service provision.

How do firms use cloud computing to transform their organization? Evidence from a global survey

PurposeThe paper aims to address the organizational transformation of firms for value creation resulting from cloud computing (CC).Design/methodology/approachWith reference to the theory of organizational fit, we modeled organizational transformation as a function of five aspects of CC practice: functionality, data management, roles and competences of information technology services, control and organizational culture. The output variable was tested against a set of input variables defined with reference to the technology–organization–environment (TOE) and technology acceptance model (TAM). Based on a sample of 487 companies in seven countries in Europe, Asia, and the United States, the authors distinguished two groups of firms: transformational and hyper transformational.FindingsThe results highlight the key factors that determine whether a firm falls into one of these two groups, and include perceived usefulness and perceived ease of use, complexity and compatibility of CC technology, and adequacy of resources. Top management support and government policy are found to only play a role for the transformational group while, surprisingly, vendor support had no impact for either group.Originality/valueThis research contributes to the literature on the role of digital transformation in value creation and on digitization of firms and organizational design, notably by considering the contribution of CC to the organizational dimension. To the best of the authors’ knowledge, this is the first study to make the link between TOE and TAM models and organizational fit theory, thereby going beyond the general approach to adoption found in information system research.

Information System Audit Using COBIT and ITIL Framework: Literature Review

Improved IT performance drives business growth, enhances competitive advantage, and enables strategic improvements in IT management and governance. This condition is increasingly important because business organizations and systems and technology are increasingly complex. In the application and use of technology, information technology audits require a framework based on principles that drive the desired behavior. In writing this literature review, the information technology audit method used is ITIL, and COBIT as guidelines for corporate information technology governance and audit processes. In its use, the ITIL framework is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT services. While the COBIT framework is designed from a number of components that function to adjust, maintain, and shape system governance. To conduct an information system audit, the authors need to pay attention to things that can affect IT performance. This study produces a model to determine the factors that affect the Information System Audit. Researchers conducted a literature review from various sources that discussed Information System Auditing Using the COBIT and ITIL Frameworks which were collected from some of the literature found. Several factors that influence the Information System Audit are Design Factors, Knowledge Worker factors, Operational factors, Risk Assessment Factors, and Gather Evidence Factors. The author also conducted a systematic mapping study to find research gaps, namely the method of mapping the relationship between research topics and how much research has covered each topic and the relationship between topics.

Microsoft Ad & azure SSO integration with ServiceNow

Service Now is an application-platform-as-a-service provider, providing technical management support, such as IT service management, to the IT operations of large corporations including Service Portal for customers and employees. Service Now provides user management with groups and role management out of the box. In large corporations it is very difficult to manage the users and access control for individual applications. To overcome these setbacks integrating the application with Active Directory is the one simple and widely used solution. Microsoft’s Active Directory (AD) is a directory service used to store information about network resources across and provides a hierarchal way to the entire network of users, devices and applications. Active directory stores information about network resources such as users, user’s password, groups, network printer and computer and make the information available to users and administration. Microsoft introduced Azure AD, a cloud-based PaaS service in its Azure suite, which offers Single Sign on (SSO) along with AD. In this thesis, integrating these two tools with ServiceNow for seamless User and Access management along with SSO.