ITIL v3 Framework Application to Design Information Technology Incident Management Governance

Information technology (IT) is one of the strategic investments for Banks. IT can increase the efficiency and effectiveness of operational activities and strengthen their competitive position. Given that IT is an expensive investment, while its implementation contains various risks, Banks need to implement Information Technology Governance. Banks are required to implement some standards for IT governance in multiple aspects, one of which is the IT incident management aspect. IT services at the Bank are crucial because they must work optimally with zero downtime. They must ensure the management and prevention of any problems that may arise to support the sustainability of the company’s business processes. One of the frameworks that can be used for good IT service incident management is Information Technology Infrastructure Library version 3 (ITIL v3). ITIL’s incident management aims to restore disrupted IT services to their normal state and reduce the business impact. To measure the extent to which the Bank has implemented IT Incident Management Governance, the maturity level is calculated by comparing the current state (as is) and the desired shape (to be) to obtain the maturity level gap. The process of maturity level assessment is carried out using interviews and questionnaires addressed to all stakeholders involved in the entire IT incident management process. The research results show that 15 of the 42 IT incident management processes have not reached the desired state. Based on these gaps, an IT incident management governance document was designed based on the ITIL v3 framework, which is expected when implemented in the Bank’s daily operations. It will increase the availability of IT services

Review of IT Service Management Tools Currently in Use in Finland : ITIL®, Implementation and Functionality

This thesis was carried out for itSMF Finland, an IT Service Management (ITSM) cooperation forum. The itSMF Finland is a non-profit organization dedicated to the development and promotion of best practice ITSM. ITSM is about providing a framework to structure IT-related activities and the interaction of IT technical personnel with business customers and users. ITSM practices have existed for some time already, but the technology to support it has only recently become more advanced and comprehensive. The purpose of this thesis was to investigate the requirements for ITSM tools and to create a “snapshot” of the current situation of the ITSM tool market in Finland. IT Infrastructure Library (ITIL®) was chosen as a framework for this thesis, which is considered as de-facto best practice model in ITSM. This research investigates the requirements stated in ITIL® for the ITSM technologies. Nine tools were chosen for interviews. The object of the interviews was to gain information about what functionalities are included in the tools, how the vendor supports the customer in the implementation project, and what the customer experiences are regarding the implementation and use of the tool. These results were then compared to the ITIL® framework. ITIL® recommends the tools to be utilized in the organization to provide data for analysis and improvement of the service provision and also to support the service lifecycle. All tools in this study were ITSM suites that have functionalities to support the service lifecycle widely. Based on the interviews the study shows that the tools are important for the organizations, but are not as widely used as they could be. The implementation projects varied greatly, but were relatively successful in all cases. All in all, the tools were considered beneficial for the organizations in all cases. This thesis provides important key-points to be kept in mind when selecting, implementing and using an ITSM tool. When selecting an ITSM tool it is extremely important to identify the benefits that it will bring to the organization. In the implementation phase it is essential to have clear goals, good design work and sufficient training. This ensures that the tool will be used as it was designed and opposition in the organization toward this change will be minimal.Tutkimus tehtiin itSMF Finlandille, IT-palveluhallinnan yhteistyöfoorumille, joka pyrkii parantamaan IT-palvelunhallinnan toimintatapoja Suomessa ja maailmalla. IT-palvelunhallintaan kuuluu muun muassa loppukäyttäjille tarkoitetut tukipalvelut, tietojärjestelmien vikatilojen selvittäminen ja yhteydenpito tietojärjestelmien toimittajiin. IT-palvelunhallinnan käytännöt ovat olleet käytössä jo kauan, mutta käytäntöjä tukeva teknologia on kehittynyt ja tullut entistä monipuolisemmaksi. Tutkimuksen tavoitteena oli selvittää IT-palveluhallinnan työkalujen vaatimuksia sekä tutkia Suomen markkinoilla käytössä olevien IT-palvelunhallinnan työkalujen toiminnallisuuksia sekä niiden käyttökokemuksia. Tutkimuksen viitekehykseksi valittiin IT Infrastructure Library (ITIL®) -malli, josta on muodostunut parhaiden käytäntöjen ohjeistus IT-palvelunhallinnalle. Tutkimuksessa selvitettiin ITIL®:n suosituksia IT-palvelunhallinan teknologioiden osalta. Tämän lisäksi tutkimukseen valittiin yhdeksän työkalua. Kaikkien työkalujen käytöstä haastateltiin sekä toimittajaa että yhtä heidän asiakastaan. Haastattelujen perusteella selvitettiin työkalujen toiminnallisuuksia ja kuinka implementaatioprojektia tuetaan toimittajan puolelta sekä käyttäjäkokemuksia työkalun käytöstä ja implementointivaiheesta asiakkaan puolelta. ITIL® suosittelee IT-palvelunhallinnan työkalua organisaatioille tukemaan jokapäiväisiä toimintoja ja tuottamalla tietoa organisaation palveluista sekä tukemaan yrityksen koko elinkaarimallia. Tutkimuksessa mukana olleet työkalut olivat IT-palvelunhallinnan-ohjelmistoja eli työkaluja, jotka tukevat elinkaarimallin monta osaa. Tutkimuksessa ilmeni, että työkalut ovat tärkeitä yrityksille, mutta niitä ei kuitenkaan käytetä koko laajuudessaan. Käyttöönottoprojektit työkaluille olivat hyvin erilaisia, mutta usein hyvin menestyneitä. Jokaisessa tapauksessa työkalu auttoi organisaatiota toimimaan paremmin. Tämä tutkimus esittää asioita, jotka on hyvä pitää mielessään IT-palvelunhallinnan työkalua valitessa, implementoitaessa ja käytettäessä. Työkalua valitessa on tärkeää ymmärtää, mitä työkalun tulee tuoda yritykseen. Työkalun käyttöönotossa tärkeitä asioita ovat selkeät tavoitteet, hyvä suunnittelu sekä onnistunut koulutus. Nämä edesauttavat työkalun omaksumista yrityksessä sekä vähentävät mahdollista muutosvastarintaa

Strategic Alignment ITIL Perspective

The literature suggests that organizations cannot be competitive if their business and information technology strategies are not aligned. Yet achieving strategic alignment continues to be a major concern for business executives. A number of alignment models have been offered in the literature, primary among them the Strategic Alignment model (SAM) and IT Governance (via ITIL). As there is no published research that attempts to present how effective ITIL V3 is to align business and IT in strategic level, this paper reports on determining aligning roles of ITIL by applying it to the SAM framework. In this regard, the ITIL Strategic Alignment model is proposed to describe ITIL V3 approach of strategic aligning business and IT. The primary aims of this paper are to demonstrate that ITIL has conceptual and practical competencies to strategic alignment of business and IT. It is described that ITIL uses IT as a mean to meet business strategies and goals, support business maturity and recognize new initiatives for the business

Implementing Information Technology (IT) Strategy and Governance

Seminar notes from the University of Bridgeport and SENAC University Four Day Professional Development Seminar for Professor Gad Selig’s presentation “Implementing Information Technology (IT) Strategy and Governance: A Practical Guide to World Class IT Management Using Current and Emerging Best Practices for Competitive Advantage”

Impact of IT Service Management Frameworks on the IT Organization An Empirical Study on Benefits, Challenges, and Processes

Over 90 percent of companies are estimatedto use IT Service Management(ITSM) frameworks, yet there is little researchon their benefits to the InformationTechnology (IT) department andthe business units. An international surveyof 491 firms was conducted to assessthe benefits of the IT InfrastructureLibrary (ITIL), the de-facto ITSM framework,specifically on how these benefitsevolve as companies increase theiradoption of the ITIL model. Also studiedare the perception of challenges ofthe implementation and the number ofITIL processes implemented in relationto the progress of the adoption of ITIL.Results indicate that as the maturity ofimplementation increases, the perceptionof challenges decreases. Findingsalso showthat as thematurity of implementationincreases, the number of realizedbenefits increases, as well as thenumber of implemented ITIL processes.Implications for practitioners and researchersare also discussed

The Effect of Information Technology Audit For E-Health of Indonesia Using ITIL Framework V.3 Domain Service Design

This study explain about E-Health Surabaya is a web-based health service technology application that is used to help people register as patients in hospitals and health centers. Although its function is very useful, there are also people who still do not understand how to use this application, there are also some shortcomings that cause inconvenience in its use. So that research is conducted in which the application uses ITIL V.3 framework with Domain Service Design to conduct an audit of the maturity level of this E-Health Surabaya Web Application. ITIL (Information Technology Infrastructure Technology) is a framework used to manage information technology services to achieve predetermined targets. The methods used are Data Collection, Data Grouping, Calculation with Likert Scale, and Assessment Based on Service Maturity Level Framework. The results of the study are obtained from data processing of 13 respondents who have filled out the questionnaire, resulting in an overall average value of 3 which is based on the Service Maturity Level Framework is worth 3 namely Defined Process. In addition, recommendations are also given to the Service Level Management and Capacity Management sub domain so that it is expected that E-Health can be developed so that it can be easily used by all groups and can be integrated with e-kiosks in each area of the City of Surabaya for user convenience in their transactions

IT GOVERNANCE AUDIT AT THE KAMPAR REGENCY LIBRARY AND ARCHIVES DEPARTMENT USING COBIT 2019 AND ITIL 4

Information Technology (IT) is a tool that plays an important role in helping improve the effectiveness and efficiency of a company's or organization's business processes. The Kampar Regency Library and Archives Service uses the Integrated Library System (INLIS) Lite to support operational, management, and decision-making functions in the library. However, the use of INLIS Lite has not been fully utilized properly, for this reason it is necessary to carry out an IT governance audit. The audit process aims to determine the extent of IT performance, human resources, and the level of IT maturity in the library. This study uses Control Objective for Information and Related Technology (COBIT) 2019 and Information Technology Infrastructure Library (ITIL) 4 to conduct audits. With the findings of the audit results obtained eight process domains, namely APO02 and APO012 domains are at level 1 (Performed) in the Largely Achieved category, APO09 and BAI08 domains are at level 2 (Managed) in the Largely Achieved category, domains APO013, BAI05 and MEA01 are in the Largely Achieved, and the APO07 domain is at level 4 (Predictable) and in the Fully Achieved category. In addition to the audit, an assessment of the capability level was also carried out using the Servqual Model and Importance Performance Analysis with the results of obtaining 2 criteria in quadrant A, 1 criterion in quadrant B, 2 criteria in quadrant C and 3 criteria in quadrant D. This study also provides recommendations for improvement using SWOT model approach refers to ITIL 4

A Maturity Model for Analyzing Strategic IT Management from a service perspective

This paper presents the construction of a maturity model for analyzing the strategic IT service management process ofinternal IT service provider’s in early growth stages. This model is presented as an alternative tool for improving theunderstanding, from an IT service management perspective, of: (i) the strategic IT processes/practices situation in an ITorganization, and (ii) facilitate the improvement task of such IT organization. The model construction is done using acombination of best practices of IT service management and IT governance together with characteristics specific to the objectunder analysis, e.g. internal IT service providers, municipal governments standards. The model uses a wider scope forstrategic ITSM, which facilitates its applicability in IT organizations in early growth stages, giving a practical value to themodel

Maturity model of incident management

Over the last 25 years the concern of most organizations with Information Technology (IT) has been clearly exponential. In order to plan, organize, select, support and deliver IT services, it was necessary to implement IT frameworks. These frameworks are a set of the best practices to implement on IT service management. These frameworks are included in several processes of different areas of IT. This research work is focused very concretely on the Incident Management process. Once the organizations technical consulting services are available 24/7, an implementation of this process is crucial. Many of the IT frameworks contain similar processes. Many organizations, when trying to apply more than one framework, end up doing redundant work. Therefore, eliminating overlaps of activities becomes very useful for any process of IT frameworks. In this way, the process becomes simpler and less expensive for the organization. Given the need of the organizations evaluate the maturity of their incident management process and different organizations and different IT frameworks, was born the need for this research. This thesis proposes a Maturity Model for the incident management process that covers the main and most used IT frameworks.Nos últimos 25 anos a preocupação da generalidade das empresas com as Tecnologias da Informação (TI) é claramente exponencial. De tal forma que, para conseguirem organizar, planear, selecionar, suportar e entregar os serviços de TI, foi necessário implementar frameworks de TI. Estas frameworks são um conjunto de boas práticas a implementar para gestão de serviços de TI. Nestas frameworks estão incluídos vários processos das diferentes áreas das TI. Este trabalho de investigação focou-se muito concretamente no processo de Gestão de Incidências. Sendo que a operacionalidade da generalidade dos serviços requerer disponibilidade de quase 24/7, a implementação deste processo é fulcral. Muitas das frameworks de TI contem processos similares. Muitas organizações, quando tentam aplicar mais que uma framework acabam por fazer trabalho redundante. Assim sendo, a eliminação de sobreposições das atividades torna-se bastante útil para qualquer processo das frameworks de IT. Desta forma o processo torna-se mais simples e menos dispendioso para a organização. Dada a necessidade das organizações de avaliarem a maturidade do seu processo de gestão de incidências e que diferentes organizações têm diferentes frameworks de TI, nasceu a necessidade deste trabalho de investigação. Esta tese propõe um Modelo de Maturidade para o processo de gestão de incidências que abranja as principais e mais utilizadas frameworks de TI

IT Service Management Maturity Model

Yrityksien tietohallinto on toiminnaltaan muuttunut vuosien saatossa vahvasti palveluntuottajan asemaan tarkoituksena tuottaa arvoa yrityksen liiketoimintaan, kuunnellen liiketoiminnan tarpeita. Tämän myötä IT-palveluiden tehokkaista prosesseista, jatkuvasta kehittämisestä ja asiakaslähtöisestä toiminnasta on tullut entistä tärkeämpää IT organisaatiolle. Tähän IT-palveluhallinnan konseptin tukemiseen on aikojen saatossa luotu erilaisia IT-palveluhallintamalleja, joista ITIL on yksi käytetyimmistä menetelmistä. Tämän tutkimuksen tavoitteena on luoda IT-palveluhallinnan tason mittaamiseen sopiva mittaristo suunnittelutiedettä hyödyntäen. Pohjana mittariston luomisessa käytetään vuonna 2019 päivitettyä ITIL versio 4 mallia sekä olemassa olevaa tutkimusmateriaalia IT-palveluhallinnan mittareista. Mittariston tavoitteena on ilmentää yritykselle, miten voidaan IT palveluprosesseja arvioida ITIL versio 4 mukanaan tuomat arvoa tuottavan toiminnan näkökulmat huomioiden. Kirjallisuuskatsaus kattaa IT palveluhallinnan, ITIL mallin kuvauksen, IT- palveluhallinnan kypsyysmittarit sekä katsauksen käytettyyn suunnittelutiede tutkimusmenetelmään. Suunnittelutiedettä mallintaen ITIL versio 4 kanssa yhteensopiva maturiteettimalli luotiin. Pohjana käytettiin kirjallisuuskatsauksen tieteellisiä artikkeleita ja ITIL 4 kirjallisuutta. Tämän kyseisen artefaktin testaamisessa käytettiin kahta eri ITIL 4 palvelunhallintamenetelmää joita testattiin muutaman eri IS palvelun yhteydessä arviointilomakkeen ja haastatteluiden avulla. Tätä kautta kerättiin tuloksia mallin toimivuudesta IT palveluhallinnan mittaamiseen. Tutkimuksen tuotoksena on IT-palveluhallinnan mittaamiseen sopiva maturiteettimalli, kun halutaan käyttää näkökulmana ITIL versio 4 IT palveluhallintamallia. Koska aikaisempia ITIL versio 4 malliin luotuja, tai sitä vasten tehtyjä maturiteettimalleja, saati tutkimuksia ei löytynyt, kerättiin palautetta mallin toimivuudesta ennen kaikkea edellä mainituiden käytännön testaamisten kautta. Malli koettiin toimivaksi ja ennen kaikkea johdon tuki osoittautui tärkeäksi painopisteeksi onnistuneen IT palveluhallinnan arvioinnin mahdollistamisessa. Tutkimuksessa kerättiinkin myös yhteen suosituksia huomioon otettavista asioista ennen kuin IT-palveluhallinnan mittaamista lähdetään toteuttamaan