IT Service Quality Research Articles

Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case Study on CV. Syntax Corporation Indonesia

Analysis of IT Service Quality on Attendance Application with ITIL V.4 Approach: A Case Study on CV. Syntax Corporation Indonesia

PROACTIVE HORIZONTAL SCALING METHOD FOR KUBERNETES

Context. The problem of minimizing redundant resource reservation while maintaining QoS at an agreed level is crucial for modern information systems. Modern information systems can include a large number of applications, each of which uses computing resources and has its own unique features, which require a high level of automation to increase the efficiency of computing resource management processes.
 Objective. The purpose of this paper is to ensure the quality of IT services at an agreed level in the face of significant dynamics of user requests by developing and using a method of proactive automatic application scaling in Kubernetes.
 Method. This paper proposes a proactive horizontal scaling method based on the Prophet time series prediction algorithm. Prometheus metrics storage is used as a data source for training and validating forecasting models. Based on the historical metrics, a model is trained to predict the future utilization of computation resources using Prophet. The obtained time series is validated and used to calculate the required number of application replicas, considering deployment delays.
 Results. The experiments have shown the effectiveness of the proposed proactive automated application scaling method in comparison with existing solutions based on the reactive approach in the selected scenarios. This method made it possible to reduce the reservation of computing resources by 47% without loss of service quality compared to the configuration without scaling.
 Conclusions. A method for automating the horizontal scaling of applications in Kubernetes is proposed. Although the experiments have shown the effectiveness of this solution, this method can be significantly improved. In particular, it is necessary to consider the possibility of integrating a reactive component for atypical load patterns.

Optimizing energy sector performance: Modeling and parameter calculation for IT infrastructure with a focus on server systems and networks

In the era of digital transformation, IT services determine the operational activities of all divisions of companies in the energy sector. In modern conditions, the level of management of IT infrastructure, data, applications and systems has a direct and measurable impact on the success of companies, which is relevant for detailed study. Regardless of the size of the business, it is always necessary to ensure high quality of IT services, their availability and continuity. The key goal of the study is to highlight the main aspects of optimizing the efficiency of the energy sector. To achieve the goal, mathematical modeling and calculation tools were used to calculate the parameters of server computer systems and networks. To achieve the set goals and objectives, a mathematical model was developed for calculating the main parameters of server computing systems and networks, which makes it possible to increase the efficiency of using the resources of server computers in the energy industry. The efficiency of managing the IT infrastructure of energy companies ensures fault tolerance, availability and competitiveness of services in the market. The results presented can be applied in practice when planning and managing the IT infrastructure of a company in the energy sector.

Continuously Improving IT Service Management in the Pharmaceutical Industry

This paper presents a case study of IT Service Management (ITSM) adoption in the highly regulated pharmaceutical sector. The outcomes in the case company included (1) the integration of regulatory requirements into ITSM workflows, (2) refining IT Infrastructure Library (ITIL) modules, and (3) establishing a comprehensive Configuration Management Database (CMDB). The project was conducted for nearly a year and started with a maturity assessment to identify areas requiring improvement. ITSM case studies in the pharmaceutical industry are scarce, and new guidelines are necessary to assist IT departments in their mission. For practitioners, this paper describes critical steps on how to assess and improve service management using the Plan-Do-Check-Act (PDCA) approach. For academics, our work identifies sector-specific compliance requirements for ITSM and a solution to address them with ITSM tools. Our approach can be crucial to IT departments operating in economic sectors with an impact on human safety. This paper provides a compelling argument for consistently refining ITSM practices, which can lead to relevant improvements in IT service quality.

Analysis of Information Technology Services Using the ITIL V.3 Framework

Information technology services have been widely used in various agencies. This is done because information technology services help many business processes in an agency. Government agencies, companies, and education are examples of agencies that utilize information technology services to support their business processes. One educational institution that uses IT services to support its business processes is the UKDW library. The UKDW Library utilizes IT services for borrowing, returning, searching for books and journals, checking for plagiarism, and more. To further improve the quality of IT services, evaluating and developing them is necessary to better respond to business needs. In this study, researchers measured the maturity level of an IT service in the UKDW library. Researchers use the ITIL V3 framework in measuring maturity levels. This research focuses on the service operation domain and its five sub-domains (problem management, event management, incident management, access management, and request fulfillment). The final results of the study show that IT services in the UKDW library are at the managed level, which means that information technology services in the UKDW library have been planned and carried out routinely. There are standards for documentation, and process performance measurement has been implemented.

Streamlining IT Help Desk and Incident Management: Harnessing the Power of the ITIL Framework for Enhanced Efficiency in IT Services

This study examines the potential of leveraging incident management and IT Helpdesk principles from ITIL V3 to enhance the daily operations of an IT division. The research involved collecting email communication data between users and the IT division, as well as conducting interviews with individuals associated with the IT division and various company employees. The ITIL Maturity Level (ITML) method was utilized to analyze the findings, revealing that IT Helpdesk achieved a score of 3.5 (Quality Control), while incident management received a score of 2 (Process Capability). However, both areas fell short of meeting the requirements for level 3 (Products) according to the ITIL Self-Assessment table, resulting in a classification of "Not Comply." Nevertheless, incident management demonstrated the ability to standardize workflows and sustain service performance, which can be continually monitored and reviewed to ensure stable quality of IT services.

E-government and Participation: Public Engagement in Italian Government Websites

Communication skills between institutions and their citizens have assumed, in recent years, a vital importance within the decision-making processes. The study aims to investigate the interactional communication relationship between the public body and Italian citizens. In particular, the research focuses on the impact of the quality of IT services on encouraging citizens to use and participate in them. The theoretical framework deployed in the research is based on the managerial component of the Technology Acceptance Model (TAM), an application branch of the reasoned action theory. The study adopts an empirical method based on web content analysis, conducted on the institutional sites of the Italian provinces, in order to assess the quality of the e-government services provided.

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.

Evaluation Of Information Technology Governance at Mikroskil University Using COBIT 2019 Framework with BAI11 Domain

IT governance evaluation can help organizations to improve the quality of IT services, reduce risks, maximize IT performance and achieve their goals effectively. Mikroskil University is one of the universities that utilize the use of IT in supporting its business processes. Mikroskil University has an IT unit/department that is responsible for IT management and IT governance as well as dealing with IT/IS-related issues, namely the Information System and Digital Transformation (SITD). Based on the initial study conducted, several problems arise in higher education IT governance, so it is necessary to carry out an evaluation. This evaluation uses the COBIT 2019 framework because it is more flexible and there are design factors that can make it easier to get process objectives that will be evaluated as the main focus of the organization. This framework makes it easier for researchers to evaluate processes in universities. The domain that becomes the objective of IT governance in this research is BAI11 (Managed projects). The results of this study indicate that the capability level of Mikroskil University is at level 1 (performed). Meanwhile, the maturity level is at level 2 (managed). Based on the results of the capability and maturity level values, a gap value will be sought to be used as a basis for making recommendations for improvement. The results of this study provide recommendations for improvement to achieve the expected targets of higher education. Mikroskil University's capability level is at level 1 (performed). Meanwhile, the maturity level is at level 2 (managed). Based on the results of the capability and maturity level values, a gap value will be sought to be used as a basis for making recommendations for improvement. The results of this study provide recommendations for improvement to achieve the expected targets of higher education. Mikroskil University's capability level is at level 1 (performed). Meanwhile, the maturity level is at level 2 (managed). Based on the results of the capability and maturity level values, a gap value will be sought to be used as a basis for making recommendations for improvement. The results of this study provide recommendations for improvement to achieve the expected targets of higher education.

인시던트 관리 프로세스에서 대체 인력에 대한 네트워크 분석 방법론 개발

An organization should maintain the high quality and availability of IT services by rapidly managing incidents that may cause interruptions or deterioration of the services. However, when an employee in charge of resolving incidents is absent due to unforeseen factors such as sick leave or resignation, an organization cannot operate services normally. Therefore, finding appropriate employees to substitute the absent employee is critical. This study presents a methodology for finding an appropriate substitute employee when an employee in charge of resolving incidents is absent. First, an interaction network, a social network that demonstrates cooperative relationships between two different groups of employees, is constructed using event logs. The two groups are classified according to the role responsible for resolving incidents. Next, an interaction network is projected onto the group to which the absent employee belongs in order to represent the relationships among the employees within the group. The substitute candidates for the absent employee are identified from the projected network. Finally, the substitute similarity measures between the absent employee and the candidates are calculated using the employees’ attributes. The employee with the highest substitute similarity measure is selected as the final substitute employee. This study is expected to quickly resolve incidents and provide high-quality IT services by selecting appropriate substitutes for absent employees.

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 Quality Perspectives in Greek SMEs

IT services quality is an important topic due to the digital transformation of contemporary organizations, especially for SMEs that lack dedicated resources to quality. In an attempt to investigate the level of adoption of IT service quality theory and practice by SMEs in Greece, it was revealed that not all stakeholders share the same understanding due to the various perspectives they have about IT service quality. In an initial research round, stakeholders were asked to identify situations that indicate, to their view, a quality problem and possible remedies. Based on the answers, twelve IT service quality perspectives were identified, which were then ranked by another set of respondents to reveal very low levels of congruence among their perspectives. Implications for this variety of IT services quality perspectives are discussed as concluding remarks.

Organizational Structure for the IT Department: Profit Center or Cost Center?

Why do some firms organize their IT departments as profit centers whereas other firms organize IT as a cost center? These commonly employed organizational structures are characterized by information asymmetry and decision rights afforded to the IT department. The complexity of IT and its ongoing rapid evolution lead to information asymmetry where the IT department has private information about technology and cost, and the consuming departments have private information about demand. Under the cost center organizational structure, the firm sets the quality and number of IT services offered by the IT department. Whereas under a profit center structure, the IT department makes decisions on quality, price and variety of IT services. We find that the quality of IT services under the cost center decreases with greater uncertainty in demand for IT services. We also find that the cost center structure can offer higher quality IT services than the profit center structure, and consumption of IT services can be higher under the profit center structure. The preferred organizational structure does not always provide greater variety of IT services than the alternate structure. The cost center is preferred when the marginal cost of IT services is sufficiently low, or the fixed cost of quality is sufficiently high.

IT service: concepts and types for accounting purposes

Ensuring effective management of IT services requires well-defined terminology. There is no unity among scientists on this issue. The purpose of the article is to reveal the concept, main characteristics and types of IT services that have an impact on their accounting. To achieve this goal, the following methods were used: analysis and synthesis, logical generalization, contrastive comparison, graphical method. Based on the analysis of scientific works, which raised the issue of interpretation of IT services, the main characteristics of this concept are identified. Disclosure of the essence of IT services is impossible without a description of their classification. The article summarizes the types of IT services provided in the works of scientists. It is proposed to classify them according to the following characteristics: method of provision (IT consulting, IT outsourcing, software development, system integration); object of provision (services related to software; technical support services; services related to the processing and storage of electronic information). It is established that the IT service for accounting purposes meets the characteristics inherent in all services, and has its own specific characteristics. The list of such features has been expanded and presented as follows: immateriality; inseparability from the source; indistinctness; receiving income from the performer or incurring costs; ensuring a useful result for the consumer of IT services; availability of special software and hardware for the service recipient; insensitivity of the IT service until the recipient receives the final version of the IT product; uncertainty of the quality of IT services before its implementation; difficulty in calculating the final price.

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.

The Development of ITSM Research in Indonesia: A Systematic Literature Review

IT Service Management (ITSM) is a framework used to support businesses by increasing IT service quality. Several studies have tried to examine the development of ITSM based on their respective interests. However, the development of ITSM in Indonesia has not been widely studied, such as the types of research that are most often investigated, what domains are often researched, the areas and types of companies being studied. The things above are the main objectives of this research. The method used in capturing data, screening, and analysis is the systematic literature review method. There are many findings obtained from this research. One of them is the domination of the service operation research area (45%) among other areas. Meanwhile, applied research had been researched quite consistently over the last five years. From these results, it can be noticed that a deeper understanding of the synchronization between business and IT is needed. This is in accordance with the objectives of ITSM implementation so that future research is expected to provide balance in other areas, such as service strategy, design, transition, operation, and continuous service improvement.

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.

Підхід до управління якістю ІТ-послуг в ІТ-інфраструктурі на основі логічних об’єктів управління з потенційним часом звільнення

An approach to the management of the quality of IT services in the IT infrastructure based on the abstraction of the real components of the IT infrastructure and bringing the latter to the logical objects of management and the use of expected release time parameter is proposed. This additional parameter of the distribution of incoming requests is one of the known properties of the control object, despite the fact that it remains a random variable. The application of such an approach to management is possible with a minimum number of components responsible for processing or calculation without the need to clarify their internal structure, but only by summarizing their relationship and the characteristics of input and output effects. In addition, to study the effectiveness of the proposed approach, a simplified model of IT infrastructure was developed using the simmer tool for modeling discrete events. The simplified model allowed to compare the available methods of resource allocation, among which were: random, circular, the method of choosing the shortest queue. At the highest level, an improved way of selecting computing resources was proposed. The relationship between the time during which the resource was loaded and the relative availability of the resource was used as an objective function for improvement. The application of such objective function has increased the performance of the IT infrastructure from the perspective of relation between finished requests and total requests. In summary, the proposed method takes into account three components: the time of employment of the resource, the computational potential and the waiting potential, while the computational potential is considered with higher priority.

The interaction between social media, knowledge management and service quality: A decision tree analysis.

The existing literature fails to identify to which extent the utilization of social media could be relevant for increasing the effectiveness of knowledge management, in respect to overall business operations. In order to shed some light on this area we define three goals. Firstly, we investigate to what extent the different activities of clients on social media (SM), are important to the processes of knowledge management (KM) in companies. Secondly, we examine to what extent KM functions can be relevant in attaining the quality of IT services. Thirdly, we analyze to what extent KM mediates between SM and the quality of IT services, that is, which client activities on SM should be formalised in the form of KM processes so as to influence the quality of IT services. In order to asses these goals, the decision tree method was used at the sample of B2B companies, more specifically at the sample of those companies offering Knowledge Intensive Business Services (KIBS). The study has shown that: (i) SM client activities have the largest importance for building efficient KM; (ii) KM functions are relevante to the overall quality of IT services, and (iii) those SM options and activities have been identified, whose importance for the assessment of the quality of IT services is indirectly transmitted through KM. This paper offers new empirical evidence which can lead to a better understanding of the role of KM in KIBS. Thanks to the obtained findings, managers will be able to define the goals of their companies in relation to the utilization of SM, more specifically: their presentation on SM, monitoring the outcomes of the SM, usage improving their KM practices and, thus, define strategies to increase the quality of the IT services they offer.

Multi-grounded action research

The research approach of multi-grounded action research (MGAR) is presented and analyzed. This is based on a review of issues and concerns in information systems action research. MGAR builds on the epistemological principles of multi-grounding. This combines empirical, theoretical and internal grounding. The multi-grounded approach builds on elements from grounded theory; i.e. building theory inductively from data through coding procedures, but it also comprises an abductive use of extant theory. MGAR is described through six knowledge contributions: (1) the MGAR process model, (2) the MGAR knowledge model, (3) the MGAR theory model, (4) the principle of the multi-grounded change outcome, (5) the principle of the multi-grounded theory outcome and (6) the principle of mutuality of purposes. MGAR has been applied in an IT service management (ITSM) case, which serves an illustration and a validation of MGAR. In this MGAR case, the improvement of ITSM has been conducted and studied through a multi-organizational setting. In the case, there was a special focus on the service quality of IT services and the relations between service providers and customers.