Change Requests Research Articles

Empirical Study of Function Point Analysis during Software Development Phase

During the development of the software, Software Requirement Changes (SRC) often occurs. Software estimation helps in maintaining a balance between the increase and decrease of the price, time, etc. Function Point Analysis (FPA) is a software effort estimation technique used for measuring the size and complexity of software by calculating the functionality from a user's point of view. Function count focuses on what functionality is being delivered. It enables programmers to perform function point counting themselves instead of contacting an expert. An empirical study has been conducted to analyze the capability of the FPA technique. The results of the FPA-SDP (Function Point Analysis for Software Development Phase) model can help software project managers in (i) knowing the inconsistent states of software artifacts (ii) estimating the actual size of a change request with its complexity level for the software development phase.

Modeling industrial engineering change processes using the design structure matrix for sequence analysis: a comparison of multiple projects

The problem at hand is that vast amount of data on industrial changes is captured and stored; yet the present challenge is to systematically retrieve and use them in a purposeful way. This paper presents an industrial case study where complex product development processes are modeled using the design structure matrix (DSM) to analyze engineering change requests sequences. Engineering change requests are documents used to initiate a change process to enhance a product. Due to the amount of changes made in different projects, engineers want to be able to analyze these change processes to identify patterns and propose the best practices. The previous work has not specifically explored modeling engineering change requests in a DSM to holistically analyze sequences. This case study analyzes engineering change request sequences from four recent industrial product development projects and compares patterns among them. In the end, this research can help to identify and guide process improvement work within projects.

Asszonynévhasználat és asszonynév-változtatás a 20. század második felében

The study examines changes in the use of marital names and their connections from a novel perspective based on new source material. Its broader subject matter is the changes in the use of official marital names in the second half of the 20th century, which brought about an expansion, and never before seen diversity in the name forms that could be chosen in marriage. (Considering an example of a husband called [examples given in Hungarian name order, with family names first] Hunyadi János and his wife Szilágyi Erzsébet, the wife could at first only be (i) Hunyadi Jánosné using the -né suffix, meaning ‘wife of’. From 1953 the wife could choose to be (ii) Hunyadi Jánosné Szilágyi Erzsébet or (iii) Szilágyi Erzsébet. 1974 brought even more choices with (iv) Hunyadiné Szilágyi Erzsébet or (v) Hunyadi Erzsébet. In 2004 the options (vi) Hunyadi-Szilágyi Erzsébet and (vii) Szilágyi-Hunyadi Erzsébet were added. Nevertheless, the study focuses not on the name forms chosen at the time of marriage but later changes that realised movement between the name forms available to women in a given period. The source material of the study is a selected subset of the request documents submitted to the responsible ministry. The study examines the change requests submitted by married women and those submitted by divorced or widowed women separately. The legal background of the phenomenon is explored, alongside the possible motivations for the changes based on written statements and factors that can be deduced from the processes. The proportion of changed and newly chosen name forms, temporal changes in these trends, and the social characteristics of those submitting requests are examined throughout the period that brought significant changes. The paper hopes to contribute to a better understanding of the factors that influence the use, change and connections of names used by women in the Modern Age with this study.

Measuring economic inequality: challenges, facts and assessment

Purpose of research.The differentiation of the population in terms of welfare is part of the reality of the modern society and becomes the subject of acute debate. There is a need for a comprehensive assessment of the level of economic inequality and poverty to further substantiate the mechanism of coordination of activities to address the problems of their reduction. The joint use of monetary and non-monetary approaches allows achieving the goal of the study – a comprehensive and objective statistical assessment of the level of economic inequality and poverty of the Russian population.Materials and methods.The information base of the study was the data of the Federal State Statistics Service, as well as materials of analytical and scientific reports “Report on inequality in the world 2018”, “Poverty and income inequality in Russia and abroad”, “Russian society after the presidential elections – 2018: a request for change”, etc. Monetary indicators of economic inequality were used as statistical tools: decile coefficient of funds and Gini coefficient and non-monetary (subjective) approach. The subjective approach to poverty assessment is based on the data of the sample survey of household budgets in 2018.Results.A comparative analysis of economic inequality on a global scale shows that there are significant cross-country differences in income inequality, ranging from lower levels in Europe to high levels in the Middle East. Russia is one of the countries with a strong stratification of the population into rich and poor, where the value of the upper decile is 46% of the national income. The analysis of the dynamics of monetary indicators of economic inequality in the Russian Federation showed their increasing trend over the period from 1995 to 2018 and exceeding the established thresholds. According to the data of 2018, the value of the decile ratio of funds is 15,5 – that is, it is so many times the average income of the rich population exceeds the income of the poor. Gini index value of 0,41 for the same period indicates that the expected income difference between the two randomly selected income pairs will be 82% of the average income. The results of the non-monetary (subjective) approach to assessing economic inequality and poverty showed that the financial situation of 34,4% of households is unsatisfactory (incomes are barely enough for food, buying clothes and paying for housing and communal services are difficult). Even by 53,9% of households noted the lack of funds for the purchase of durable goods.Conclusion.The current situation with the increasing disproportion in the distribution of income of the population of Russia testifies to the active process of stratification of society. The results of the study showed excessive inequality in income of the population of the Russian Federation and the concentration of national wealth in the hands of the “upper” part of the first decile. The subjective approach to poverty assessment confirms the social stratification of society: more than 88% of Russians consider themselves to be poor.

Where2Change: Change Request Localization for App Reviews

Million of mobile apps have been released to the market. Developers need to maintain these apps so that they can continue to benefit end users. Developers usually extract useful information from user reviews to maintain and evolve mobile apps. One of the important activities that developers need to do while reading user reviews is to locate the source code related to requested changes. Unfortunately, this manual work is costly and time consuming since: (1) an app can receive thousands of reviews, and (2) a mobile app can consist of hundreds of source code files. To address this challenge, Palomba <i>et al.</i> recently proposed <monospace>CHANGEADVISOR</monospace> that utilizes user reviews to locate source code to be changed. However, we find that it cannot identify real source code to be changed for part of reviews. In this work, we aim to advance Palomba <i>et al.</i> 's work by proposing a novel approach that can achieve higher accuracy in change localization. Our approach first extracts the informative sentences (i.e., user feedback) from user reviews and identifies user feedback related to various problems and feature requests, and then cluster the corresponding user feedback into groups. Each group reports the similar users’ needs. Next, these groups are mapped to issue reports by using <inline-formula><tex-math notation="LaTeX">$Word2Vec$</tex-math></inline-formula> . The resultant enriched text consisting of user feedback and their corresponding issue reports is used to identify source code classes that should be changed by using our novel <i>weight selection</i> -based cosine similarity metric. We have evaluated the new proposed change request localization approach ( <monospace>Where2Change</monospace> ) on 31,597 user reviews and 3,272 issue reports of 10 open source mobile apps. The experiments demonstrate that <monospace>Where2Change</monospace> can successfully locate more source code classes related to the change requests for more user feedback clusters than <monospace>CHANGEADVISOR</monospace> as demonstrated by higher Top-N and Recall values. The differences reach up to 17 for Top-1, 18.1 for Top-3, 17.9 for Top-5, and 50.08 percent for Recall. In addition, we also compare the performance of <monospace>Where2Change</monospace> and two previous Information Retrieval (IR)-based fault localization technologies: <monospace>BLUiR</monospace> and <monospace>BLIA</monospace> . The results showed that our approach performs better than them. As an important part of our work, we conduct an empirical study to investigate the value of using both user reviews and historical issue reports for change request localization; the results shown that historical issue reports can help to improve the performance of change localization.

Integrating IFC and NLP for automating change request validations

The management and the identification of design changes constitute an essential part of the of a design flow within the architecture, engineering and construction (AEC) industry, requiring the formalisation of a multi-disciplinary collaborative information modelling environment. Construction projects generate substantial amount of change information, which needs to be updated continuously throughout the process, from initial feasibility study to the decommissioning of facilities. Complications arise from the information storage in multiple incompatible file formats that can lead to the loss or omission of details. In addition to any unexpected changes, the mismanagement of information is another factor leading to delays and costly errors. In order to mitigate such issues, this paper proposes to integrate the Industry Foundation Classes (IFC) data model and Natural Language Processing (NLP) to validate and visually identify the result of change requests. The system is developed using C# by 1) integrating angular framework with ASP.NET (Active Server Pages) to create a dynamic single web page and 2). Using X-BIM toolkit that supports IFC format to read, create and visualise the BuildingSmart Data Models (aka IFC Models). This approach enables a web-based platform capable of generating reports and visual previews, highlighting the differences between IFC files throughout the design processes. A web-based system prototype allows users to compare subsequent versions of IFC design models in terms of additions, modifications and deletions. The prototype uses NLP to intelligently identify the changes that have been made as it compares newer and older versions of the same model, making this information available to designers and 3D modellers. Prospective work will focus on the application of artificial intelligence (AI) to automate the implementation of changes within the construction models.

Multi-response optimization based on desirability function and Taguchi method in agile software development

Software industries are continuously striving to achieve software quality through delivery of defect free software within time and within estimated budget. Most of the quality improvement strategies in software development focusses on optimizing a single response variable such as the defect count. But in reality, many responses contribute to the quality of software developed which requires to be studied simultaneously. This paper attempts to study the number of defects in software and the effort required in correcting these defects, simultaneously using desirability function and Taguchi method. Effort is defined as the time span from when the defect was logged into the system to the time when the defect was corrected and removed from the system and is measured in hours. The work has been executed on the issue tracking system of a large telecommunication organization. The organization manufactured consumer electronic devices having embedded software developed using agile development method. The input factors studied are Change Request Priority, software development phase and severity, which were selected from a total of 24 parameters using analytic hierarchy process. Significant factors and their optimal levels which optimized the defects captured and the effort taken to eliminate them, were obtained. Confirmation tests were performed using the optimal settings of the input factors on the data from the subsequent sprint which showed a 20% improvement in the overall desirability value.

Moderating claims and disputes through collaborative procurement

Purpose Following the global financial crisis in 2008, the construction sector in UAE has been facing emergent criticisms for growing adversarial culture and rising prevalent claims and disputes between stakeholders. The complex, large size and fast track nature of construction projects in UAE, make project management very challenging under the commonly used traditional procurement routes. This paper aims to examine whether implementing collaborative procurement approaches can facilitate resolving the escalating number of claims and disputes in the UAE construction industry. Design/methodology/approach Considering the nature of the study, a quantitative method was selected to realize the research objectives. The questionnaire was uploaded using an online survey facility and distributed through e-mails and professional networks. The questionnaire was piloted with experts to assess whether the questions are unambiguous, easy to respond and intelligible. The feedback received was mostly positive with few comments and recommendations. The pilot responses were incorporated and the questionnaire was modified before the final sending out. The questionnaire survey consisted of six main sections to fulfill the research objectives. Findings Around three-quarters of the experts believe that the relationship is adversarial, with a lack of trust, win-lose attitude, with dismissive and opportunistic behavior. The survey reveals that the top causes of claims and disputes comprise the following: variations because clients initiated change requests; contractors selection on low bid only rather than including quality and performance considerations; and unfair risk allocation where majority of risks are transferred to contractors. The findings also identify eight collaborative practices, which have crucial positive impacts such as early identification of problems, better communication and enhanced trust and teamwork. Originality/value This research contributes to the enhancement of the management of claims and disputes for construction projects, which encompasses the following: the key characteristics of collaborative arrangements to improve the adversarial construction culture comprise: mutual respect, openness, fairness and non-opportunistic behaviors; the foremost roles of collaborative procurement in reducing claims and disputes embrace: early identification and resolution of problems, enhanced trust and teamwork spirit, improved relationships and better quality communication; the major practical barriers of implementing collaborative approaches incorporate: lack of awareness of their benefits, primitive legal framework of partnering arrangements and lack of transparency in procurement processes.

Towards a maturity model for big data analytics in airline network planning

The evaluation, acquisition and use of newly available big data sources has become a major strategic and organizational challenge for airline network planners. We address this challenge by developing a maturity model for big data readiness for airline network planning. The development of the maturity model is grounded in literature, expert interviews and case study research involving nine airlines. Four airline business models are represented, namely full-service carriers, low-cost airlines, scheduled charter airlines and cargo airlines. The maturity model has been well received with seven change requests in the model development phase. The revised version has been evaluated as exhaustive and useful by airline network planners. The self-assessment of airlines revealed low to medium maturity for most domains. Organizational factors show the lowest average maturity, IT architecture the highest. Full-service carriers seem to be more mature than airlines with different business models.

Complications and patient satisfaction with urethral clean intermittent catheterization in spina bifida patients: comparing coated vs uncoated catheters

Many types of catheters are available in market for clean intermittent catheterization (CIC). Each company claim superiority of their products, but strong evidence is lacking. To assess the complications due to CIC in spina bifida children and its possible relationship to hydrophilic-coated catheter (HCC) or uncoated catheters (UCCs), with a view to decrease catheter related complications, and improve patients experience and compliance. The authors retrospectively reviewed the spina bifida patients aged between 0 and 16 years, who had no surgical intervention, and were performing CIC urethrally for at least 6 months. General information was recorded from electronic patient record, followed by telephonic/outpatient interview. Patients were divided into two groups: UCCor HCC. Patients in both groups had also used catheter from the other group at times. This study recorded the type/size of catheter used, its duration, complications, and their possible relation to type of catheter. Carer/patients overall satisfaction was recorded on a scale of 1-10 and their preference about the type of catheter they wish. The data were analyzed using SPSS (P-value<0.05 as significant). One hundred one patients were included in the study: 53 UCC and 48 HCC. There was no significant difference between gender/associated conditions/age at start of CIC or duration of CIC. The mean time taken to perform the procedure was similar in both groups: UCC 9.7min vs HCC 8.8min. Difficulty in insertion was felt in 20, UCC 12 vs HCC 8 (P=0.15), recurrent UTIs UCC 12 vs HCC 17 (P=0.09), median patient satisfaction UCC 8/10 (3-10) and HCC 10/10 (7-10) (P=0.63). Request for change of catheter was made by 10 from UCC group to HCC vs none from HCC (P ≤ 0.05).When given a choice, 28/53 (52.8%) in UCC and none (0%) in HCC group (P ≤ 0.0001) preferred to change to the other type of catheter, mainly for convenience of use of the product. Per year per patient cost was UCC US$ 389 vs HCC US$ 2820. Many un-modifiable factors contribute to the outcome of CIC. Despite claims of superiority by manufactures of some catheters over others, strong evidence is lacking especially in children. This study has shown no difference in the complications between UCC and HCC. There is no significant difference in complication rates with urethral CIC in patients using either UCC or HCC. A significant majority would prefer to use HCC mainly because of convenience of use of the product though at a seven times higher cost.

Active oscillation control of electric vehicles with two-speed transmission considering nonlinear backlash

The nonlinear backlash can influence the driveability of the electric driveline due to the lack of the traditional clutches and torsional damper devices. During the stand-start, regenerative braking and gear shift process of the electric drive system equipped with two-speed transmission, the request of transient traction motor change will transverse the powertrain backlash, which will excite the driveline oscillations coupled to the first rigid mode of the entire powertrain, referred as shuffle or shunt. These vibrations are transmitted to the chassis, causing deterioration in passenger comfort. In this paper, the nonlinear driveline model including the traction motor, half shaft, driveline backlash, and car wheel are developed. Then, dual extended Kalman filter method is employed to estimate vehicle mass and half shaft torsional angle of the proposed driveline. Based on the estimated information, a hierarchical architecture of the active oscillation compensation is proposed to alleviate the vibration in both contact and backlash mode. The experimental results show that the estimation method is effective and the vehicle shuffle can be significantly decreased by the developed control algorithm.

HSP: A hybrid selection and prioritisation of regression test cases based on information retrieval and code coverage applied on an industrial case study

The usual way to guarantee quality of software products is via testing. This paper presents a novel strategy for selection and prioritisation of Test Cases (TC) for Regression testing. In the lack of code artifacts from where to derive Test Plans, this work uses information conveyed by textual documents maintained by Industry, such as Change Requests. The proposed process is based on Information Retrieval techniques combined with indirect code coverage measures to select and prioritise TCs. The aim is to provide a high coverage Test Plan which would maximise the number of bugs found. This process was implemented as a prototype tool which was used in a case study with our industrial partner (Motorola Mobility). Experiments results revealed that the combined strategy provides better results than the use of information retrieval and code coverage independently. Yet, it is worth mentioning that any of these automated options performed better than the previous manual process deployed by our industrial partner to create test plans.

Implementation of an internal check of oral oncolytics: a single-center, specialty pharmacy safety initiative

Background: Oral oncolytic therapies (OOT) for patients with cancer continue to pose unique safety challenges. Unlike infusion therapies, there are few best practice recommendations for checking OOT. A multicenter review of four oncology clinics in the United States, estimated 8.1 errors in medications per 100 clinic visit identified. 1 The American Society of Health-System Pharmacists identify administration and ordering were the most common phases of the medication-use process where errors occur. 2 Despite the high-risk nature of OOT and high error-rate in these particular phases, with pharmacist surveillance, there continues to be little consensus for oral oncolytic safety to guide specialty pharmacists (SPs). Aims: The objectives of this single-center, quality improvement study was to review the quality metrics of the implementation of an oral oncolytic check process, in the specialty and ambulatory setting as a method to enhance medication safety and improve vigilance. Methods: The study was approved by the Institutional Review Board at the Hospital of the University of Pennsylvania. A standardized check process and documentation of capecitabine and temozolomide was implemented beginning in December 2016 for an adult oncology population. SPs have direct communication to pharmacy specialists and provider teams through the electronic medical record via Epic. Upon receipt of a new prescription, the SP reviews the prescription for: prescriber, chemotherapy regimen, indication, body surface area, dose verification, appropriate day supply/refills, laboratory values, allergy evaluation, drug interactions, and pre-medications. The SP documents this review as an intervention in Epic for every capecitabine and temozolomide prescriptions before processing. Intervention data between December 2016 and September 2018 was queried and quantified. Results: Over 22 months, a total of 1,619 intervention documents were reviewed with 551 intervention documents requiring intervention (34%). A total of 639 actionable interventions were identified. The top three categories were missing pre-medications (54.1%), missing/abnormal laboratory results (19.6%), and drug-drug interactions (13.6%). Rare interventions included dose clarification requests (3.6%), dose change requests (1.4%), and quantity supply requests (2.7%). A SP referred to a pharmacy specialist or provider outside of Epic communication in 21.2% of cases and 3.7% of cases respectively. The average time by the SP per intervention was 12.1 minutes (Range: 10-45 minutes). Conclusions: OOT is exponentially growing with unique risks associated when prescribing, with the SP being the last line of defense. Implementing an internal checking tool of oral oncolytics creates a standardized safety check and promotes active communication with oncology care teams. Addition of all OOT to incorporate mandatory documentation is ongoing.

Social Activism Through E-Petitions: Predicting Activists' Targeting Petitions and Firm Responses

With the advent of media 2.0, e-petitions have become a rampant tactic for activists to press their requests for corporate policy changes. Still, we know little about the mechanisms underpinning th...

Supporting Knowledge Re-Use with Effective Searches of Related Engineering Documents - A Comparison of Search Engine and Natural Language Processing-Based Algorithms

AbstractProduct development companies are collecting data in form of Engineering Change Requests for logged design issues and Design Guidelines to accumulate best practices. These documents are rich in unstructured data (e.g., free text) and previous research has pointed out that product developers find current it systems lacking capabilities to accurately retrieve relevant documents with unstructured data. In this research we compare the performance of Search Engine &amp; Natural Language Processing algorithms in order to find fast related documents from two databases with Engineering Change Request and Design Guideline documents. The aim is to turn hours of manual documents searching into seconds by utilizing such algorithms to effectively search for related engineering documents and rank them in order of significance. Domain knowledge experts evaluated the results and it shows that the models applied managed to find relevant documents with up to 90% accuracy of the cases tested. But accuracy varies based on selected algorithm and length of query.

When Data Management Meets Project Management

Complex projects that collect, curate and analyse biodiversity data are often presented with the challenge of accommodating diverse data types, various curation and output workflows, and evolving project logistics that require rapid changes in the applications and data structures. At the same time, sustainability concerns and maintenance overheads pose a risk to the long term viability of such projects. We advocate the use of flexible, multiplatform tools that adapt to operational, day-to-day challenges while providing a robust, cost efficient, and maintainable framework that serves the needs data collectors, managers and users. EarthCape is a highly versatile platform for managing biodiversity research and collections data, associated molecular laboratory data (Fig. 1), multimedia, structured ecological surveys and monitoring schemes, and more. The platform includes a fully functional Windows client as well as a web application. The data are stored in the cloud or on-premises and can be accessed by users with various access and editing rights. Ease of customization (making changes to user interface and functionality) is critical for most environments that deal with operational research processes. For active researchers and curators, there is rarely time to wait for a cycle of development that follows a change or feature request. In EarthCape, most of the changes to the default setup can be implemented by the end users with minimum effort and require no programming skills. High flexibility and a range of customisation options is complemented with mapping to Darwin Core standard and integration with GBIF, Geolocate, Genbank, and Biodiversity Heritage Library APIs. The system is currently used daily for rapid data entry, digitization and sample tracking, by such organisations as Imperial College, University of Cambridge, University of Helsinki, University of Oxford. Being an operational data entry and retrieval tool, EarthCape sits at the bottom of Virtual Research Environments ecosystem. It is not a software or platform to build data repositories, but rather a very focused tool falling under "back office" software category. Routine label printing, laboratory notebook maintenance, rapid data entry set up, or any other of relatively loaded user interfaces make use of any industry standard relational database back end. This opens a wide scope for IT designers to implement desired integrations within their institutional infrastructure. APIs and developer access to core EarthCape libraries to build own applications and modules are under development. Basic data visualisation (charts, pivots, dashboards), mapping (full featured desktop GIS module), data outputs (report and label designer) are tailored not only to research analyses, but also for managing logistics and communication when working on (data) papers. The presentation will focus on the software platform featuring most prominent use cases from two areas: ecological research (managing complex network data digitization project) and museum collections management (herbarium and insect collections).

Performance Measurement and the Kidney Quality Improvement Registry.

In the 2015 Medicare Access and CHIP Reauthorization Act, the Centers for Medicare and Medicaid Services (CMS) began the transition to a value-based payment system through implementation of the Quality Payment Program (QPP) ([1][1]). Representing a paradigm shift away from traditional volume-based

1997년 이후 초등학교 수학과 교육과정 주요 내용 요소 변동 형태 분석

The purpose of this study analyze four curricula which have been announced since 1997 in Korea by a concept of curriculum content element(CCE). As a result of the study, 243 CCEs were found to appear four times in the curriculum with 47 CCEs appearing thrice. The variations in CCE included addition, deletion, movement, integration, materialization and deactivation. There were several causes such as emphasis on mathematical process, emphasis on understanding principles, concrete statement on previous achievement standards, transfers between schools, requests for change through public participation, omission of reduction in the amount of learning, and integration between grades or areas. The results were as follows: First, it is necessary to recognize and address various problems in the process of changing the content elements based on the curriculum revision. Second, as a basic research material for developing objective and systematic procedures for reviewing curriculum revisions, CCE analysis is essential.

IT SERVICE MANAGEMENT SYSTEM FOR CENTRAL BANK OF SUDAN

IT Service Management System is an application to implement and manage Information Technology Infrastructure Library (ITIL) best practices framework. This framework aims to align the IT services with the business needs by insuring the quality of services provided to business. This IT service Management system links people, processes and technology within the Central Bank of Sudan as the main site of the project. The Central Bank of Sudan is the main bank that governs Sudan's banks rules and regulations. The bank was formed in 1960 with headquarters located in the Khartoum capital of Sudan in addition to eighteen (18) branches spread throughout the country. The Information Technology Administration within the Central Bank of Sudan manage and operate the IT infrastructure that host and support all systems that used internally and for external banks. The objective of this study focused on finding IT service management system that can support international IT service management platform that can apply ITIL standard processes like Incident Management, Service Request Management, Problem Management, Change Request Management, Configuration Management Database and Knowledge Management. The methodology used in this system is the Rapid Application Development (RAD), a condensed development process that produces a high quality system with low investment costs. The proposed system went through to alpha, beta and acceptability tests by IT development team first and second line of support agents to ensure proper module functionality with favorable results. The study concluded in align services provided by the Information system department with business need through manageable and controllable standard. As a recommendation, the system should be implemented at the Central Bank of Sudan. More integrations and benchmarking must be done to ensure modules functionalities and higher security. The system can be the first step to take ISO20000 certificate as it covers many of IS020000 requirements.

"IT SERVICE MANAGEMENT SYSTEM FOR CENTRAL BANK OF SUDAN"

IT Service Management System is an application to implement and manage Information Technology Infrastructure Library (ITIL) best practices framework. This framework aims to align the IT services with the business needs by insuring the quality of services provided to business. This IT service Management system links people, processes and technology within the Central Bank of Sudan as the main site of the project. The Central Bank of Sudan is the main bank that governs Sudan's banks rules and regulations. The bank was formed in 1960 with headquarters located in the Khartoum capital of Sudan in addition to eighteen (18) branches spread throughout the country. The Information Technology Administration within the Central Bank of Sudan manage and operate the IT infrastructure that host and support all systems that used internally and for external banks. The objective of this study focused on finding IT service management system that can support international IT service management platform that can apply ITIL standard processes like Incident Management, Service Request Management, Problem Management, Change Request Management, Configuration Management Database and Knowledge Management. The methodology used in this system is the Rapid Application Development (RAD), a condensed development process that produces a high quality system with low investment costs. The proposed system went through to alpha, beta and acceptability tests by IT development team first and second line of support agents to ensure proper module functionality with favorable results. The study concluded in align services provided by the Information system department with business need through manageable and controllable standard. As a recommendation, the system should be implemented at the Central Bank of Sudan. More integrations and benchmarking must be done to ensure modules functionalities and higher security. The system can be the first step to take ISO20000 certificate as it covers many of IS020000 requirements.