An Implementation of ITIL Guidelines for IT Support Process in a Service Organization

Abstract

Abstract-Service level management (SLM) is a challenge in a distributed systems environment because all processes should provide a consistent, reliable, and predictable service delivery. Early 1990s, most organizations established few service-level agreements (SLA) as the key performance indicators (KPI) but it was difficult to measure or monitor them in a distributed systems environment. The strength of Information Technology Infrastructure Library (ITIL) is the approach of integrating the SLM with the support processes at strategic, tactical, and operational levels. This paper focuses on implementing ITIL guidelines at an operational level for service desk, incidents, problems, and change management. The ITIL framework only provides guidelines, so a service organization needs to explore a methodology for evaluating existing service support processes and implementing ITIL guidelines for improvements. To this end, we investigate upon how to apply the ITIL framework for reengineering of IT service support process in an organization. The approach is actually implemented at a dentalcare service provider with ten dental clinics connected in Wide Area Network (WAN) and the data is collected into a central server in the main dental center. We first started with the process mapping, and then moved towards reengineering following ITIL guidelines, while collecting the results in key performance areas before and after the process reengineering. This paper used questionnaires, document reviews, archival records and observation techniques for collecting the data. The results demonstrated improvements in differing magnitudes. Some ststistical analysis such as mean and variance together with t-value distribution and null hypothesis were also developed to determine the quality of results. The paper is cautious about the limited scope of audience and the questionnaire which may compromise the results; however, the approach is useful in obtaining significant improvements when a company invests in integrating ITIL guidelines in to service support processes.

Decision support systems for IT service management

“…A dashboard with targets signals as green light, yellow light, and red light can be established for each KPI. Recent advancements in telecommunications and computer networking technologies are able to integrate any distant and disparate systems together, making it possible to control a remote system from anywhere, based on decisions made in effective management of IT service support process (Talla and Valverde, 2013).…”

Smart Tools for it Service Management: A Review of Two Decision Support System Projects

“…A dashboard with targets signals as green light, yellow light, and red light can be established for each KPI. Recent advancements in telecommunications and computer networking technologies are able to integrate any distant and disparate systems together, making it possible to control a remote system from anywhere, based on decisions made in effective management of IT service support process (Talla & Valverde 2013). The objective of this research case is to propose a decision support recommendation system (DSRS) tool for effective management of all key performance indicators (KPIs) of IT service support processes and an on-going reengineering of IT service support processes for improved quality of support, at a reduced cost (Valverde, Saade & Talla 2014).…”

Evaluating Maturity Level Using Framework ITIL: A Case Study of Service Desk's

“…The effectiveness of an Information Technology and information system (IT/IS) for now becomes an important role for IT managers and management to get results in terms of quality, quantity, and time, the greater the presentation gained then the level of electives in the company is very good IT supports organizational processes, it is important for development and innovation and to strengthen a foundation of the company and expand the scope of the company [8]. The IT Infrastructure Library (ITIL) can be used as a quality and excellence service guideline for purpose and target of company [9], [10]. Improved quality control, service level, efficiency, effectiveness, and expenses of budget from information flow, Service Level Agreements (SLAs), and take control over business and management processes.…”

“…This conclude, that company FFS has a good management of service desk's but lack of user experience on front end of service. role in helping a business or company organization to meet its target and goal since it helps to supervise the IT resources more efficiently [9]. ITSM serve for the effective and efficient delivery of IT Services in support of changing business needs.…”