An Implementation of ITIL Guidelines for IT Support Process in a Service Organization
Keywords:
Information Technology Infrastructure Library, Information System, Key Performance Indicators, Service Level Agreement, Wide Area NetworkAbstract
Service level management (SLM) is a challenge in
a distributed systems environment because all processes should
provide a consistent, reliable, and predictable service delivery.
Early 1990s, most organizations established few service-level
agreements (SLA) as the key performance indicators (KPI) but
it was difficult to measure or monitor them in a distributed
systems environment. The strength of Information Technology
Infrastructure Library (ITIL) is the approach of integrating the
SLM with the support processes at strategic, tactical, and
operational levels. This paper focuses on implementing ITIL
guidelines at an operational level for service desk, incidents,
problems, and change management. The ITIL framework only
provides guidelines, so a service organization needs to explore a
methodology for evaluating existing service support processes
and implementing ITIL guidelines for improvements. To this
end, we investigate upon how to apply the ITIL framework for
reengineering of IT service support process in an organization.
The approach is actually implemented at a dentalcare service
provider with ten dental clinics connected in Wide Area
Network (WAN) and the data is collected into a central server
in the main dental center. We first started with the process
mapping, and then moved towards reengineering following
ITIL guidelines, while collecting the results in key performance
areas before and after the process reengineering. This paper
used questionnaires, document reviews, archival records and
observation techniques for collecting the data. The results
demonstrated improvements in differing magnitudes. Some
ststistical analysis such as mean and variance together with
t-value distribution and null hypothesis were also developed to
determine the quality of results. The paper is cautious about the
limited scope of audience and the questionnaire which may
compromise the results; however, the approach is useful in
obtaining significant improvements when a company invests in
integrating ITIL guidelines in to service support processes.
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