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


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

Talla, Malleswara and Valverde, Raul (2013) An Implementation of ITIL Guidelines for IT Support Process in a Service Organization. International Journal of Information and Electronics Engineering, 3 (3). pp. 334-341. ISSN 2010-3719

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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 statistical 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.

Divisions:Concordia University > John Molson School of Business > Decision Sciences and Management Information Systems
Item Type:Article
Authors:Talla, Malleswara and Valverde, Raul
Journal or Publication:International Journal of Information and Electronics Engineering
Date:1 May 2013
Keywords:Information Technology Infrastructure Library, Information System, Key Performance Indicators, Service Level Agreement, Wide Area Network
ID Code:978363
Deposited By: Raul Valverde
Deposited On:15 Apr 2014 15:35
Last Modified:18 Jan 2018 17:46
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