itSMF Australia 2005 Conference: Summary of ITIL Adoption Survey Responses

[Abstract]: This report provides a summary of responses from a survey of ITIL adoption and benefits conducted at the itSMF National Conference in Brisbane. Many public sector organisations and private sector firms have adopted ITIL and are making substantial progress in implementing the framework. Although all the ITIL core functions and processes are being implemented by most of the respondents, priority has been given to implementing the service desk function and incident management process. Factors identified as most critical to successful ITIL implementation are senior management commitment and an effective ITIL champion. Important issues relate to the ability of IT staff to adapt to change, the quality of IT staff, and training for IT staff

The Use of ITIL for Process Optimisation in the IT Service Centre of Harz University, exemplified in the Release Management Process

This paper details the use of the IT Infrastructure Library Framework (ITIL) for optimising process workflows in the IT Service Centre of Harz University in Wernigerode, Germany, exemplified by the Release Management Process. It is described, how, during the course of a special ITIL project, the As-Is-Status of the various original processes was documented as part of the process life cycle and then transformed in the To-Be-Status, according to the ITIL Best Practice Framework. It is also shown, how the ITIL framework fits into the four-layered-process model, that could be derived from interviews with the universities IT support staff, and how the various modified processes interconnect with each other to form a value chain. The paper highlights the final results of the project and gives an outlook on the future use of ITIL as a business modelling tool in the IT Service Centre of Harz University. It is currently being considered, whether the process model developed during the project could be used as a reference model for other university IT centres.Comment: 7 pages, 7 figure

Aligning a Service Provisioning Model of a Service-Oriented System with the ITIL v.3 Life Cycle

Bringing together the ICT and the business layer of a service-oriented system (SoS) remains a great challenge. Few papers tackle the management of SoS from the business and organizational point of view. One solution is to use the well-known ITIL v.3 framework. The latter enables to transform the organization into a service-oriented organizational which focuses on the value provided to the service customers. In this paper, we align the steps of the service provisioning model with the ITIL v.3 processes. The alignment proposed should help organizations and IT teams to integrate their ICT layer, represented by the SoS, and their business layer, represented by ITIL v.3. One main advantage of this combined use of ITIL and a SoS is the full service orientation of the company.Comment: This document is the technical work of a conference paper submitted to the International Conference on Exploring Service Science 1.5 (IESS 2015

DSS Based IT Service Support Process Reengineering Using ITIL: A Case Study

The Information Technology Infrastructure Library (ITIL) is readily available for establishing the best practices, reengineering and improving the IT service support process. However, the ITIL framework only provides recommendations, and a company needs to explore a methodology for improving the IT service support process and adopting the best guidelines of ITIL framework. To this end, this chapter investigates upon how to apply the ITIL framework can be used for evaluating the current IT service support process and its reengineering. A set of Key Performance Indicators (KPI) were established which are monitored by a decision support system (DSS) for triggering on-going reengineering of IT service support process. A case study methodology is used for an effective reengineering of IT service support process. This chapter focuses on implementing the ITIL guidelines at an operational level, improving the service desk, incident management, problem management, change management, release management, and configuration. It also focuses on implementing the ITIL guidelines at a tactical level, improving the service level management, capacity management, IT service continuity management, service availability, and security management. The chapter describes a methodology and an experience in implementing process reengineering techniques following ITIL framework

The Analysis of Service Management Based Information Technology Systems at PT Mitra Solusi Telematika

Service Point is the spearhead that connects between the customer with the workforce engineer in the process of information technology services to improve IT services in the company. Often companies ignore this, whereas service point is one of the services of information technology services in order to ensure the sustainability of the business offered by the company. Analysis of incident management system in ITOP program and IT services service based on ITIL V3 framework for Service Point at PT Mitra Solusi Telematika is very much needed in effort to improve IT service to support Vision of PT Mitra Solusi Telematika become provider of integrated technology solution. One effort to improve IT services is by developing the process of providing IT services and services as a single point of contact that bridges between customers with all service point staff and IT services. The development of incident ITOP program management and IT support analysis begins with gathering information and analysis through a review of processes within existing ITOP programs, and ITIL V3 framework literature study. Analysis is done to refine the existing process. Once the document is created and developed, the next step is the document verification process to find out the purpose of the incident management process has been met. The results of this development of the management can facilitate the needs and improve IT services especially in Service Point Department PT Mitra Solusi Telematika for IT services to be maintained and measurabl

A Meta-Study on the Effects of Adopting and Using the ITIL Reference Framework on IS/IT Service Organizations: Implications for Service Design and Management beyond the IT Domain

Based on the aggregated findings of 25 studies from the literature, this paper presents a comprehensive overview of the impacts, motivation, and success factors of the adoption of the IS/IT service management reference framework ITIL in IS/IT service organizations in practice. Positive effects across studies include increased customer satisfaction, service quality, and the increase of time and cost efficiency for service provision. For the introduction of ITIL, top management support, dedicated change management, and the introduction of “quick win” processes were key success factors. Based on these findings, the author discusses several implications for further research on service design and management beyond the domain of IT service management

Pengelolaan Layanan Sistem Kehadiran Kerja Dosen Berbasis ITIL Versi 3.0

Quality is something that becomes a reference in assessing something. Good performance is always associated with good quality, so that good data and information management will have an impact on good performance in order to meet the desired quality. This research aims to apply the principles of the information technology service management framework based on ITIL version 3.0 into the context of managing the development of a lecturer attendance system service within the Faculty of Computers at Universal University. Through the service design domain, this research succeeded in developing recommendations for service system development in the aspects of service catalog management, capacity management, availability management, information technology service sustainability management, and information security management. Keywords: Service management; lecturer performance; ITSM; ITIL versio

A Reference Process Model for IT Service Management

Within the recent years the IT Infrastructure Library (ITIL) is increasingly used for the description and delivery of ITservices and can be regarded as a de-facto standard for IT Service Management. However, ITIL is a common practice approach without an explicit process definition which leaves many degrees of freedom. This paper presents the advancement to a reference model for the processes of IT Service Management and shows the integration into a comprehensive process framework for IT management

Improving ITIL Strategic Alignment Approach Using COBIT Framework

IT Governance provides a business focus to enable alignment between business and IT objectives at high level COBIT framework and focused on IT operational levels, ITIL standard. COBIT and ITIL are not mutually exclusive and can be combined to provide a powerful IT governance, control and best-practice framework in IT service management. So ITIL business-IT strategic alignment perspective could be improved using COBIT framework. Focusing on COBIT processes which support (primarily and secondarily) strategic alignment, in this paper, first, we map COBIT 4.1 to ITIL v3 to identify how ITIL cover COBIT control objectives. Furthermore, based on control objectives which are not completely addressed by ITIL processes, the opportunities to improvement in ITIL strategic alignment activities, functionalities, and relationships are identified. Consequently, appropriate and adequate practices to improve strategic alignment approach of ITIL v3 are proposed

The challenges of ITIL implementations

Originating from the UK, the IT Infrastructure Library (ITIL) is an IT Service Management framework whose adoption is rapidly spreading throughout Canada, Netherlands, South Africa, India, USA, and Australia. Promoted as a collection of Best Practices in IT service management, ITIL is gaining a reputation as a silver bullet to IT Service Management woes and is now .gaining popularity amongst IT vendors and leaders of best practices worldwide. Increased IT productivity, IT accountability, increased compliance and reduced IT costs, are just some of the promised list of benefits. More and more organisations are plam1ing to embark on ITIL implementations as organisations and research groups begin to document !TIL\u27s benefits. As with any large IT project implementation or continuous improvement program undertaking, organisations may find that unexpected challenges arise and changes are required. This research will focus on the challenges organisations face during implementation, and will provide some insight into the continuous process of implementing ITIL. As the demand and awareness for ITIL increases, so too does the need for better understanding of organisation culture, catalysts and other changes that are needed to support the ITIL implementation process