Number of Pages : 74 leaves
Adviser : Prof. Ma. Elizabeth Francisco
Abstract
The Information Technology Infrastructure Library or ITIL is the leading industry-agnostic framework for IT Service Management (ITSM). ITIL is a set of best practices around managing, delivering, and improving the end-to-end IT services, covering its entire life cycle (i.e. from conception to retirement).
While the framework and the related publications provide a rich repository of recommendations and guidance, many organizations still struggle to align their internal practices with ITIL. The effective application of the framework remains to be a key issue among organizations who seek to support their business strategy with a robust, value-oriented IT service management.
The University of the Philippines Information Technology Development Center (ITDC) was established in 2004 with the goal of serving the ICT knowledge needs of the country. Of interest to this study, is the ITDC's key role in managing the university's information systems, as well as its mail and office productivity suites. For these IT services, ITDC provides support to the university community through the UP System IT Helpdesk.
Recognizing the significance of the helpdesk's responsibility over the IT Service used by the UP community, this study referenced select topics from ITIL framework to derive guidance on appropriate best practices that will enable a world-class IT service management.
The study specifically looked at opportunity areas in the practice of incident and problem management, representing the core duties of the helpdesk. A gap analysis was performed, utilizing the ITIL Maturity Model and the best practices laid out in the Service Operation module.
Through interviews, shadowing, and assessments performed by the project team, it was found that the helpdesk maturity level for incident management is approaching level 2, while problem management is at level 1. Main areas of concern include the multiple entry points for obtaining service, the lack of documented processes and policies, and the absence of user-centric KPI's.
To provide a basis for an organizational action plan, the project team gave recommendations to address the identified gaps and provided process collateral which include incident and problem management workflows, OLA suggestions, and proposed KPI's. Finally, the project team also laid out a suggested framework for adopting the recommendations in this paper based on the ITIL CSI approach.
While the framework and the related publications provide a rich repository of recommendations and guidance, many organizations still struggle to align their internal practices with ITIL. The effective application of the framework remains to be a key issue among organizations who seek to support their business strategy with a robust, value-oriented IT service management.
The University of the Philippines Information Technology Development Center (ITDC) was established in 2004 with the goal of serving the ICT knowledge needs of the country. Of interest to this study, is the ITDC's key role in managing the university's information systems, as well as its mail and office productivity suites. For these IT services, ITDC provides support to the university community through the UP System IT Helpdesk.
Recognizing the significance of the helpdesk's responsibility over the IT Service used by the UP community, this study referenced select topics from ITIL framework to derive guidance on appropriate best practices that will enable a world-class IT service management.
The study specifically looked at opportunity areas in the practice of incident and problem management, representing the core duties of the helpdesk. A gap analysis was performed, utilizing the ITIL Maturity Model and the best practices laid out in the Service Operation module.
Through interviews, shadowing, and assessments performed by the project team, it was found that the helpdesk maturity level for incident management is approaching level 2, while problem management is at level 1. Main areas of concern include the multiple entry points for obtaining service, the lack of documented processes and policies, and the absence of user-centric KPI's.
To provide a basis for an organizational action plan, the project team gave recommendations to address the identified gaps and provided process collateral which include incident and problem management workflows, OLA suggestions, and proposed KPI's. Finally, the project team also laid out a suggested framework for adopting the recommendations in this paper based on the ITIL CSI approach.
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