scholarly journals Developing an Improved ITSM Framework for Ethio Telecom

2021 ◽  
Vol 3 (2) ◽  
pp. 433-455
Author(s):  
Getamesay Biyadgilign Berihun ◽  
Dereje Teferi
Keyword(s):  
Best Practices ◽  
Service Management ◽  
Service Providers ◽  
Model Development ◽  
It Services ◽  
Technology Service ◽  
Telecom Service ◽  
Information Technology Service ◽  
Telecom Sector

Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction.

Trends in ICT Service Management

2015 ◽  
Vol 760 ◽  
pp. 715-720
Author(s):  
Liviu Bozga ◽  
Marian Gheorghe
Keyword(s):  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Present Contribution ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
Ict Service ◽  
Role Of It ◽  
And Control

The importance of information technology service management, ITSM, is fully recognized today. All companies, regardless of their size, accept the role of IT services and products, as the main supports for decision and control activities. The present contribution aims to analyze the main steps in the evolution of ITSM and its evolvement as a well-defined domain. There are analyzed, also, the main economical and technical factors influencing its evolution - the increase of competition among the IT service providers, the technical progress in hardware and availability of digital technologies.

The Compensation Benefit of ITIL® Skills and Certifications

2021 ◽  
pp. 1075-1090
Author(s):  
Stuart Diaz Galup ◽  
Ronald Dattero ◽  
Jing Quan
Keyword(s):  
Service Management ◽  
Service Providers ◽  
Cost Savings ◽  
Management Approach ◽  
It Services ◽  
It Professionals ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
On Line

Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study conducted by Forrester and itSMF (2013) found that IT service providers that employ ITIL® enjoy better service quality and higher operational productivity as well as cost savings. Therefore, IT professionals with ITIL® knowledge and skills are likely valuable to organizations and earn a higher wage than their peers. This paper investigates whether or not there are salary benefits for IT professionals that possess ITIL® knowledge and skill and what are the estimated benefits, if any. Using a human capital model and employing data from an on-line survey of a large set of IT professionals (16,632 responses) conducted at the end of 2013 this benefit is confirmed and quantified.

scholarly journals Developing an Improved ITSM Framework for Ethio Telecom

2021 ◽  
Vol 2 (3) ◽  
pp. 64-74
Author(s):  
Getamesay Berihun ◽  
Dereje Teferi Lemma
Keyword(s):  
Customer Satisfaction ◽  
Service Provider ◽  
Service Management ◽  
Research Study ◽  
Service Providers ◽  
Primary Data ◽  
Research Approach ◽  
It Services ◽  
Telecom Service

Abstract—Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. Hence, developing an improved and customized ITSM framework to manage the various IT services delivered by the IT service provider is important.To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction. Design science research methodology was employed to design and develop the ITSM framework. Furthermore, a qualitative research approach was followed to gather and analyze the primary data. Semi-structured interviews, observation, and document analysis were employed to collect different kinds of data. Also, thematic analysis was used to analyze the data that was collected from the respondents. A triangulation technique was applied to keep the validity and reliability of the research study. The findings of the research revealed that the existing ITSM practice did not address the needs of the organization. Finally, a new ITSL framework was proposed by incorporating the needs of the organization and demonstrated to selected respondents after passing through rigorous design, development, and evaluation stages. The proposed framework was evaluated by various IT staff through validated evaluation models. Consequently, the evaluation result disclosed that the proposed framework can help to improve the current ITSM practice of the company by maximizing the quality of IT services and customer satisfaction.

The Compensation Benefit of ITIL® Skills and Certifications

2016 ◽  
Vol 7 (2) ◽  
pp. 1-15 ◽  
Author(s):  
Stuart Diaz Galup ◽  
Ronald Dattero ◽  
Jing Quan
Keyword(s):  
Service Management ◽  
Service Providers ◽  
Cost Savings ◽  
Management Approach ◽  
Large Set ◽  
It Services ◽  
It Professionals ◽  
Technology Service ◽  
Information Technology Service ◽  
On Line

Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study conducted by Forrester and itSMF (2013) found that IT service providers that employ ITIL® enjoy better service quality and higher operational productivity as well as cost savings. Therefore, IT professionals with ITIL® knowledge and skills are likely valuable to organizations and earn a higher wage than their peers. This paper investigates whether or not there are salary benefits for IT professionals that possess ITIL® knowledge and skill and what are the estimated benefits, if any. Using a human capital model and employing data from an on-line survey of a large set of IT professionals (16,632 responses) conducted at the end of 2013 this benefit is confirmed and quantified.

Implementation of a Service Management Office Into a World Food Company in Latin America

2021 ◽  
Vol 14 (1) ◽  
pp. 116-135
Author(s):  
Teresa Lucio-Nieto ◽  
Dora Luz Gonzalez-Bañales
Keyword(s):  
Portfolio Management ◽  
Service Management ◽  
Case Study Research ◽  
Lessons Learned ◽  
It Services ◽  
Service Model ◽  
Implementation Challenges ◽  
Technology Service ◽  
Information Technology Service

Research on service management office (SMO) related with its implementation, challenges, relevance, and outcomes is scarce. The purpose of this case study research is to contribute with the lessons learned from the implementation of an SMO into a big sized company. The lessons include the experience of the company designing and implementing an SMO. A general roadmap and main challenges for the creation of an SMO are presented through the lessons learned of three perspectives: people, processes, and technology. The results in the SMO implementation reveal that it could become a strategic complement for IT services in order to ensure quality, efficiency, and continuous improvement for information technology service management (ITSM). The main changes derived from the SMO implementation were migrate from a function model to a service model, go from management of cost by function to management by service, from an order taker to a focus on business transformation initiatives, from a portfolio management based on applications to a process based on flexible governance.

Relationships among Information Technology, Service Quality, and Overall Satisfaction of the Customers in Life Insurance Corporation of India

2016 ◽  
pp. 1465-1476
Author(s):  
Partha Sarathi Choudhuri
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Companies ◽  
Insurance Sector ◽  
Significant Relationships ◽  
Technology Service ◽  
Information Technology Service

At present, customers are fully aware of their needs and requirements, expectations, and information technology-enabled services. Based on the several factors, customers are evaluating the quality of perceived services offered by their service providers as well as estimating their overall satisfaction with their service providers. As customer satisfaction has now become the ultimate goal of the different service providers, considering different factors, organizations are trying to move their focus from product to the customers. Like any other sector, in life insurance sector the insurance companies are trying to provide better quality of services to their customers with the help of information technology not only to satisfy them but also to retain them in the competitive insurance market. In this chapter, the author studies the significant relationships among the information technology, service quality, and overall satisfaction of the customers in Life Insurance Corporation of India in Burdwan.

Relationships among Information Technology, Service Quality, and Overall Satisfaction of the Customers in Life Insurance Corporation of India

2015 ◽  
pp. 195-206 ◽  
Author(s):  
Partha Sarathi Choudhuri
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Companies ◽  
Insurance Sector ◽  
Significant Relationships ◽  
Technology Service ◽  
Information Technology Service

At present, customers are fully aware of their needs and requirements, expectations, and information technology-enabled services. Based on the several factors, customers are evaluating the quality of perceived services offered by their service providers as well as estimating their overall satisfaction with their service providers. As customer satisfaction has now become the ultimate goal of the different service providers, considering different factors, organizations are trying to move their focus from product to the customers. Like any other sector, in life insurance sector the insurance companies are trying to provide better quality of services to their customers with the help of information technology not only to satisfy them but also to retain them in the competitive insurance market. In this chapter, the author studies the significant relationships among the information technology, service quality, and overall satisfaction of the customers in Life Insurance Corporation of India in Burdwan.

scholarly journals A Review of Menace of Call Drops in India and Possible Ways to Minimize It

2016 ◽  
Vol 1 (3) ◽  
pp. 130-138
Author(s):  
Puru Gaur
Keyword(s):  
Probability Function ◽  
Service Providers ◽  
Channel Allocation ◽  
Mathematical Proof ◽  
Dynamic Channel Allocation ◽  
Soft Handover ◽  
Telecom Service ◽  
Dynamic Channel ◽  
Telecom Sector

In this age of wireless telecommunications, it is expected from the telecom service providers that the quality of services is the best; but unfortunately, it is not so and in India the telecom sector is struggling with a menace called Call Drops. Most of the operators in India do not meet the benchmark set by the TRAI for call drops. So, keeping in mind the Indian context of the problem, in this paper, the overall condition of call drops has been reviewed and possible ways to minimize the phenomena of call drops- Cell Splitting and Sectoring, Dynamic channel allocation, Hybrid channel allocation. Also, mathematical proof of relevance of these methods has been provided through Erlang B Formula and various other methods of proving used in other scientific pieces of work have been discussed such as Poisson Probability Function with a discrete variable. The data collected from various resources shows the gravity of the problem. Cell splitting and sectoring methods result in improvised soft handover mechanisms which in turn decrease the rate of call drops. This paper provides a brief but sufficed introduction to the term of call drops and also proposes some simple but efficient ways to cope this menace.

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