scholarly journals ITSM Strategy Using CSI on ITIL V.3 To Improve IT Services

2020 ◽  
Vol 4 (2) ◽  
pp. 203-214
Author(s):  
Khurotul Aeni ◽  
Randi Adzin
Keyword(s):  
Academic Staff ◽  
Optimal Time ◽  
Service Improvement ◽  
It Services ◽  
It Infrastructure ◽  
It Service ◽  
Academic Information ◽  
The Right ◽  
It Infrastructure Library ◽  
Fast Access

The SIMBARU (Academic information System) has The obstacles that currently occur in the SIMBARU process is how to utilize an IT-based academic service system that is ready to run/use in the optimal time optimally, providing services with the right target, fast access that can provide satisfaction to users (user), as well as vision of mission and institutional business objectives can be realized. By using PDCA data analysis Method (Plan, Do, Check, and ACT), it is expected to design a SIP document (Service Improvement Plan) to improve the performance of SIMBARU. The design of SIP documents on SIMBARU can be done by using IT Infrastructure Library V. 3 by analyzing the condition of SIMBARU which then produce output in the form of SIP. Results of this research SIP designed in accordance with the knowledge gained from the results of the analysis, can be used as a strategy to improve IT services in college, which resulted in recommendation of improvement and output in the form of SIP. Repair and SIP recommendations are expected to be implemented to improve IT services, so that the IT service i.e. SIMBARU can help the academic staff in conducting academics in college.

Agile or waterfall development: The Clementon Company dilemma

2021 ◽  
pp. 204388691987054
Author(s):  
Karthikeyan Chandran ◽  
Madhuchhanda Das Aundhe
Keyword(s):  
Market Research ◽  
Initial Study ◽  
Management Tool ◽  
It Services ◽  
It Infrastructure ◽  
It Service ◽  
Software Product ◽  
It Department ◽  
Significant Milestone

This case study documents the challenges faced by Iota Consultancy Services, an IT Service organization, as it simultaneously developed and deployed an IT Services Management software product for one of its premier clients, The Clementon Company. A leading market research firm, The Clementon Company had its footprints across the globe. Its recent acquisition of several smaller research agencies had created a complex IT landscape, in terms of the technologies adopted and the processes followed. In Iota Consultancy Services’ 10-year-old history, this engagement with The Clementon Company was a significant milestone, consisting of two parts—(1) Streamlining and standardizing The Clementon Company’s IT processes and (2) maintaining The Clementon Company’s organization-wide IT infrastructure. Iota Consultancy Services began this crucial assignment with an initial study to identify a product for the The Clementon Company’s IT department. Iota Consultancy Services, a rapidly growing player in the sector, had indigenously developed a few IT products, as well. It had an IT Services Management product called Helpdesk Management. Being the sole service provider for maintaining The Clementon Company’s entire IT infrastructure, Iota Consultancy Services felt that Helpdesk Management could be deployed as a single tool across the organization. However, until now, Helpdesk Management had never been deployed as a comprehensive IT Services Management product for any organization. This meant that Iota Consultancy Services needed to simultaneously enhance its Helpdesk Management tool by developing new features, and also deploy it for The Clementon Company. This was Iota Consultancy Services’ chance to earn a reputation as a successful product company, which would result in increased revenue. However, if things did not go well, Iota Consultancy Services could lose face forever. Iota Consultancy Services’ dilemma was whether it should propose Helpdesk Management as a tool for The Clementon Company, or not. At this juncture, everything depended on whether Iota Consultancy Services could successfully customize the Helpdesk Management tool to suit The Clementon Company’s requirements.

scholarly journals Analisa Komponen ITSM Pada E-learning Perguruan Tinggi Di Kota Palembang Menggunakan ITIL V.3

2021 ◽  
Vol 15 (1) ◽  
pp. 79
Author(s):  
Safta Hastini ◽  
Widya Cholil
Keyword(s):  
Service Management ◽  
Service Improvement ◽  
It Infrastructure ◽  
Maturity Level ◽  
Technology Service ◽  
E Learning ◽  
Level 3 ◽  
Information Technology Service ◽  
Service Transition ◽  
It Infrastructure Library

E-learning merupakan peralihan proses pembelajaran dari tatap muka langsung di dalam kelas menjadi pembelajaran berbasis digital. Dalam bidang pendidikan, e-learning sebagai kemajuan teknologi informasi telah dimanfaatan sebagai sarana pembelajaran di perguruan tinggi karena dirasakan mampu meningkatkan kegiatan akademik khususnya perguruan tinggi agar menjadi lebih efektif dan efisien. Ketergantungan terhadap TI semakin meningkat untuk mencapai tujuan organisasi perguruan tinggi tersebut. Salah satu tujuan itu adalah menjadi perguruan tinggi bertaraf internasional dan maju dalam ilmu pengetahuan dan teknologi (IPTEK). Dimana perguruan tinggi yang telah memanfaatkan TI dengan baik akan menjadi perguruan tinggi yang lebih diminati oleh masyarakat. Hal ini disebabkan perguruan tinggi telah memanfaatkan TI dalam proses pembelajaran. Oleh karena itu, untuk mendukung penerapannya e-learning perguruan tinggi harus memadai bukan hanya dari aplikasi e-learning maupun user, akan tetapi  proses layanan-layanan berbasis TI pada e-learning perlu diatur dan didukung dengan manajemen layanan TI yang baik agar penerapan e-learning bisa berjalan sesuai dengan yang diharapkan perguruan tinggi. Information Technology Service Management (ITSM) merupakan suatu metode yang sistematis dalam melakukan pengelolaan terhadap layanan TI dengan kerangka kerja IT Infrastructure Library Versi 3 (ITIL v.3) yang terdiri dari 5 proses yaitu service strategy, service design, service transition, service operation dan continual service improvement. ITIL v.3 melakukan perbaikan kualitas layanan TI dan pengukuran secara berkelanjutan terhadap perkembangan layanan TI yang disampaikan kepada pengguna maupun pelanggan, sehingga perguruan tinggi bisa menilai sejauhmana pengelolaan terhadap layanan TI pada e-learning sebagai sarana pembelajaran. Perguruan tinggi yang diteliti adalah perguruan tinggi swasta yang ada di kota Palembang, yaitu Universitas X, Universitas Y dan Universitas Z. Metodologi pengumpulan data menggunakan kuisioner. Selanjutnya data yang didapat dari hasil kuesioner di analisa untuk mengetahui kondisi sistem yang sedang berjalan. Berdasarkan hasil rata-rata penilaian terhadap proses ITIL v.3 nilai maturity level masing-masing perguruan tinggi yang diteliti menghasilkan nilai maturity level 3 (defined). Defined artinya proses-proses yang direncanakan dan sudah dilaksanakan secara rutin dan didokumentasikan dengan standar tertentu.

Addressing Non-Functional Properties of Services in IT Service Management

2011 ◽  
pp. 324-334 ◽  
Author(s):  
Vladimir Stantchev ◽  
Gerrit Tamm
Keyword(s):  
Functional Properties ◽  
Service Management ◽  
It Infrastructure ◽  
End User ◽  
Service Oriented Architectures ◽  
Service Levels ◽  
Reference Models ◽  
It Service ◽  
Service Oriented ◽  
It Infrastructure Library

A key point that remains to be addressed is the assurance of service levels for end-user applications that rely on these provider models. This chapter describes an approach for addressing non-functional properties (NFPs) of services in service-oriented architectures (SOA). The approach is based on reference models such as the IT Infrastructure Library (ITIL) and the SOA life cycle model. It has been applied in several industrial settings in the telecommunications sector.

IT Service Management Standards

2010 ◽  
pp. 225-241 ◽  
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
Employment Opportunities ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT infrastructure library (ITIL), and now ISO/IEC 20000, provide guidance and tools for effective management and control of IT service delivery. These standards are of increasing importance to organisations around the globe so education about these standards and possibilities for training of IT staff are important. In the main, academics and Universities have not embraced these standards in either research or education about them; however, demand for IT staff qualified to various levels in these standards grows. Universities have a place in this education process and there are significant benefits to them, the graduates and industry in terms of increases in student numbers, enhanced employment opportunities and improvement in service quality, but there are challenges also especially in relating problems in practice to students. Using results from two national surveys and several case studies, this chapter considers the requirements for education about these important standards.

scholarly journals Education for IT Service Management Standards

2010 ◽  
pp. 293-306
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.

Measuring Return on Investment from Implementing ITIL

2009 ◽  
pp. 408-422 ◽  
Author(s):  
Chee Ing Tiong ◽  
Aileen Cater-Steel ◽  
Wui-Gee Tan
Keyword(s):  
Best Practices ◽  
Return On Investment ◽  
Service Management ◽  
Academic Research ◽  
Business Case ◽  
It Infrastructure ◽  
It Service ◽  
Financial Metrics ◽  
Service Managers ◽  
It Infrastructure Library

This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of the IT Infrastructure Library (ITIL) framework. ITIL outlines an extensive set of best practices for IT service management in organizations but as yet there is limited academic research on measuring the return on investment from ITIL adoption. This review considers appropriate metrics which service managers could use to build a business case for ITIL adoption, or ongoing ITIL projects.

Evaluasi Penerapan Tata Kelola TI Menggunakan Cobit 5

Sienna ◽  
2020 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Adi Wibowo
Keyword(s):  
Information System ◽  
Academic Staff ◽  
Service Improvement ◽  
Maturity Level ◽  
System Service ◽  
Data Source ◽  
Academic Information

The quality of Academic Information System Service (SIAKAD) which has been implemented by STIH Muhammadiyah Kotabumi has not been optimal as expected. In accordance with that, it was seen that there is incompatibility between the plan and the reality. An audit related to the maturity level of TI management on the implementation of SIAKAD STIH Muhammadiyah Kotabumi is important to be conducted in order to get the recomendation of service improvement. Evaluation was done through questionaire, interview and document of STIH Muhammadiyah Kotabumi. This research used COBIT 5 consisting of EDM 04, APO04, APO 07, BAI 04, DSS 01, dan MEA 01. The data source was gotten from the Head of STIH Muhammadiyah Kotabumi, the Head of administrations, the Head Communication Centre, TI Staff, and Academic Staff. An analysis was done by using descriptive interpretative based on COBIT 5. 

scholarly journals Learning from ITIL for efficient internal services of authorities

2020 ◽  
Vol 338 ◽  
pp. 81-89
Author(s):  
Anne Diedrichs
Keyword(s):  
Major Part ◽  
Facility Management ◽  
It Services ◽  
It Infrastructure ◽  
Materials Management ◽  
Winter Maintenance ◽  
Wide Range ◽  
Mail Processing ◽  
It Infrastructure Library ◽  
Individual Service

In the following, we highlight why IT Infrastructure Library (ITIL) proposals, which have long been established for the management of IT services [8], can add value to the management of services offered by the Internal Services division of authorities. The Internal Service divisions of authorities offer a wide range of services that may differ from one authority to another. However, as a rule, the following services are offered as core offers: Mail processing, messenger service, document creation and management, duplication and printing, e.g. business cards. Facility management including winter maintenance and cleaning of buildings, access control and security, vehicle availability. However, facility management is usually a major part of provided internal services. Procurement and internal materials management, more and more as the implementation of decentralized activities of the consolidated processes. Adapting methods and procedures from ITIL can help to provide an overview about all offered internal services and makes the point of contact transparent for each of them. Furthermore, implementing support systems following that idea generate necessary information for keeping track of individual service requests. Hereon, even online steering mechanisms become possible as it is standard for IT services as of today.

scholarly journals Approaches to ITSM level measurement and evaluation

2020 ◽  
Vol 83 ◽  
pp. 01019
Author(s):  
Anna Hamranová ◽  
Mojmír Kokles ◽  
Tatiana Hrivíková
Keyword(s):  
Service Management ◽  
Scientific Work ◽  
It Service Management ◽  
It Services ◽  
It Infrastructure ◽  
Maturity Models ◽  
It Service ◽  
Level Measurement ◽  
Business Goals ◽  
Measurement And Evaluation

The paper examines ITSM (IT Service Management) which is based on the internationally accepted ITIL standard (IT Infrastructure Library). Within the domain of ITSM special attention is given to constant improvements in IS/IT services. The aim of the paper is to identify and characterise ITSM metrics and metrics models among which ITSM Maturity Models play an important role. Standard methods of scientific work such as analysis, synthesis, comparison and selection are used for the paper. The main findings are based on the analysis of literature proving the importance of effective IS/IT service management in supporting the business goals of enterprises and organisations. Several authors criticised the extent and detailed character of ITIL.They suggested solving the problems of SME sector by simplifying the processes of ITSM implementation. This is closely related to the proposed system of ITSM metrics and metrics models. The paper provides a detailed elaboration of complex metrics models together with a derived, reduced model with 8 main metrics and other often used tools for IS/IT services measurement, namely ITSM Maturity Models. They are applicable for both a diagnosis of the level of IS/IT services in the companies and eventual correction of plans and for benchmarking the enterprises within their specific branch.

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