Using ITIL to Improve IT Services

This paper examines the adoption and implementation of the Information Technology Infrastructure Library (ITIL). Specifically, interviews with a CIO, as well as literature from the ITIL Official site and from the practitioner’s journals are consulted in order to determine whether the best practices contained in the ITIL framework may improve the management of information technology (IT) services, as well as assist in promoting the alignment of Business and the IT Function within the organization. A conceptual model is proposed which proposes a two-way relationship between IT and the provision of IT Services, with ITIL positioned as an intervening variable

TATA KELOLA KEAMANAN INFORMASI LAYANAN TI MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SERVICE DESIGN DI LINGKUNGAN SMKN 4 PADALARANG

  Information technology is now widely used for everyday purposes, ranging from administrative affairs of offices, hospitals to the service at the level of education. SMKN 4 Padalarang as an educational institution is expected to follow the development of information technology (IT) in order to support the process of learning and teaching activities and can build the quality of human resources. However, we still do not have an adequate IT governance and management until now. Especially which related to IT services and also faced with the limited problem of human resources where the field is not comparable with the number of IT service users, also the weak awareness of service users to the security factor. Implementation of Information Security Governance in educational institutions has an important role in the development and application of information technology (IT) they have. This research focuses on making Information Security Governance using ITIL V3 Domain Service Design framework so it can be a comprehensive procedure / policy and can be used in every educational institution especially in the plain of SMKN / SMA equal. The result of this design is Standard Operating Procedure (SOP) for IT services. We expect this research can help SMKN 4 Padalarang to improve its service capability and improve its security and role. Keywords: IT Services, ITIL V3, Service Design, Standard Operating Procedure. &nbsp

IT process architectures for enterprises development: A survey from a maturity model perspective

During the last years much has been published about IT governance. Close to the success of many governance efforts are the business frameworks, quality models, and technology standards that help enterprises improve processes, customer service, quality of products, and control. In this paper we i) survey existing frameworks, namely ITIL, ASL and BiSL, ii) find relations with the IT Governance framework CobiT to determine if the maturity model of CobiT can be used by ITIL, ASL and BiSL, and (iii) provide an integrated vista of IT processes viewed from a maturity model perspective. This perspective can help us understand the importance of maturity models for increasing the efficiency of IT processes for enterprises development and business-IT alignment

Implementing centralised IT service management: drawing lessons from the public sector

[Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the management of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents part of an in-depth study that examines the experience of a government agency, Queensland Health, in the implementation of a centralised IT service management model based on the ITIL framework. The paper sheds light on the challenges and breakthroughs, distils a set of critical success factors and offers a learning opportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen as one contributor to success although ensuring effective technology transfer to in-house staff was also necessary. Another success factor was centralisation of IT services. Commitment of senior management was also crucial as was a recognition of the need for effective change management to transform the organisational culture to a service-oriented focus

Understanding and Specifying Information Security Needs to Support the Delivery of High Quality Security Services

In this paper we present an approach for specifying and prioritizing information security requirements in organizations. It is important to prioritize security requirements since hundred per cent security is\ud not achievable and the limited resources available should be directed to satisfy the most important ones. We propose to explicitly link security requirements with the organization’s business vision, i.e. to provide business\ud rationale for security requirements. The rationale is then used as a basis for comparing the importance of different security requirements.\ud Furthermore we discuss how to integrate the aforementioned solution concepts into a service level management process for security services, which is an important step in IT Governance. We validate our approach by way of a focus group session

Process assessment for use in very small enterprises: the NOEMI assess-ment methodology

This paper relates to the development and the experimentation of an IT process assessment methodology especially designed to be used in very small enterprises (VSEs). This methodology, called NOEMI , has been developed as a critical part of a public research project of the Centre de Recherche Public Henri Tudor (Luxembourg). Initially the main objective of the NOEMI process assessment methodology was to contribute directly to the implementation of a collaborative IT-sourcing model, developed in the same re-search project. The process portfolio aims at a whole coverage of the usual IT-practices in VSEs. It is business value-driven and designed in five process areas: infrastructure, service support, management, security, and documentation. The processes themselves are based on a combined approach of ISO/IEC 15504 and the IT Infrastructure Library. The capability model defined in the NOEMI methodology explores the gap between level 0 and level 1 of ISO/IEC 15504 in order to match in a more accurate manner with the reality of VSEs. The capability profile has four levels and is performed for the process areas and not for the processes themselves, so allowing easy comparison between VSEs. We are now performing the seventh experimentation of the NOEMI assessment methodology. Each case has been a success according to the feedback of the VSEs. And we are considering the transfer of our methodology to French and Belgian partners through dissemination projects. It leads us to promote the NOEMI assessment methodology as a public package tool especially designed for use in a VSE context, which aims to enhance business value through IT. This paper introduces the methodology and considerations based on case studies.Assessment methodology, capability model, process portfolio, very small enterprise, service management, SPICE, improvement program, ITIL.