ITIL: Implementation and Service Management Best Practices in Malaysian Academic Libraries

IT Governance is a branch of the corporate governance system focused on information technology (IT) as well as performance and risk management. IT Governance is defined as the processes that ensure the effective and efficient use of IT in enabling an organization to achieve its goal. There are many different frameworks that can be used for managing the delivery of cost-effective IT services. IT managing the delivery of cost-effective IT services does not always give the advantage to the company. There are times when the IT managing the delivery of cost-effective IT services does not provide any benefit, it can cause IT Productivity Paradox. IT Productivity Paradox can be prevented, one is to analyze the processes undertaken with IT. From this analysis we will get the significance of the relationship processes with the IT Goal. The significance will be seen which one significant process and which one are not significant to the IT Goal. If the IT process there are not significant to the IT Goal, the process does not need to be repaired because it has no effect on IT Goal. Existing IT governance frameworks are COBIT, ITIL, ISO 20000, 17799/27001, Six Sigma, etc. The IT Infrastructure Library (ITIL), initially developed in the UK by the Office of Government Commerce (OGC), is gaining traction in the global IT community as a framework for IT governance. ISO 20000-focusing upon IT service management. ISO 17799 / ISO 27001 - focusing upon information. Six Sigma-focusing upon operational performance and defect identification. COBIT - framework for information IT management risks. Control Objectives for Information and related Technology (COBIT) provides good practices across a domain and process framework and presents activities in a manageable and logical structure. COBIT’s good practices represent the consensus of experts. They are strongly focused more on control, less on execution. These practices will help optimise IT-enabled investments, ensure service delivery and provide a measure against which to judge when things do go wrong. This research is intend to find out whether Cobit mapping Business Goal to IT Goal appropriate with case study. The result The results using SEM approach shows that the mapping of COBIT is not significant in the case studies of academic administration.

In order to solve the problems in information technology (IT) services of distance education, this paper makes deep research on the IT services of School of Network Education and Information Technology Infrastructure Library (ITIL) standards, and proposes an IT service management (ITSM) model for distance education. Taking School of Network Education as an example, this study focuses on the three core processes, that is, requirements analysis and requirements change management organization structure design of distance education and application and infrastructure monitoring and management. The model provides a solution to IT services of distance education.

The modern business environment and global covid-19 pandemic effects have led to any relevant business organizational activity, like e-commerce, to rely on on-premise and cloud information technology (IT) services. To deliver high-quality IT services, plan-driven IT Service Management (ITSM) frameworks and standards have been used in business organizations in the last two decades. Nowadays, new and claimed agile ITSM frameworks and standards have emerged but there is a scarcity of studies on their extent of agility coverage. This research addresses this knowledge gap. First, we elaborated a plausible Integrative Agile ITSM Framework of Tenets and Practices from a selective review of the main related SwE and ITSM literature. Second, we populated the integrative framework with all available evidence about the agile tenets and practices reported in the official publications of the new five ITSM frameworks and standards. Third, we explored its utilization with a Panel of ITSM Experts for ranking how much the new five ITSM frameworks and standards fit the integrative framework. Exploratory results revealed high concordance among experts to qualify ITIL v4 and VeriSM as agile, and FitSM, and the two ISO/IEC standards as lightweight but not agile. This research contributes to the ITSM literature with an Integrative Agile ITSM Framework of Tenets and Practices, and the ITSM practice with an exploratory evaluation from ITSM experts on the adherence to it from the new five ITSM frameworks and standards. Given the critical dependence of any business activity on IT services, further theoretical and empirical research is worthy to be pursued.

Along with the increasing need for services in organizations, especially in the field of Information Technology (IT), the IT paradigm which initially only focused on data processing and manipulation, is now beginning to shift to strategic planning and IT services. IT Service Management (ITSM) is a method of managing information technology systems that seek to align IT with business needs to manage the provision of efficient IT services with quality assurance. ITIL (Information Technology Infrastructure Library) is one of the Frameworks in ITSM, ITIL is a popular / widely used Framework in ITSM research. Atma Jaya Yogyakarta University (UAJY) is one of the major private universities in Yogyakarta and is also increasingly complex in providing services to its academic community. The use of IT in UAJY is manifested in a variety of services that can support the needs of every user. This research resulted in an IT service design that will be used by students and lecturers. This research focuses on the Service Design phase which will produce a Service Design Package (SDP) using the ITIL Framework.

Along with the increasing need for services in organizations, especially in the field of Information Technology (IT), the IT paradigm which initially only focused on data processing and manipulation, is now beginning to shift to strategic planning and IT services. IT Service Management (ITSM) is a method of managing information technology systems that seek to align IT with business needs to manage the provision of efficient IT services with quality assurance. ITIL (Information Technology Infrastructure Library) is one of the Frameworks in ITSM, ITIL is a popular / widely used Framework in ITSM research. Atma Jaya Yogyakarta University (UAJY) is one of the major private universities in Yogyakarta and is also increasingly complex in providing services to its academic community. The use of IT in UAJY is manifested in a variety of services that can support the needs of every user. This research resulted in an IT service design that will be used by students and lecturers. This research focuses on the Service Design phase which will produce a Service Design Package (SDP) using the ITIL Framework.

In the past five years, more and more information technology (IT) projects have been adopting service-oriented solutions. In addition, more and more traditional business and government organizations are focused on clearly identifying and monitoring the core IT services they are delivering. The remarkable growth of web service technologies and service-oriented architecture (SOA) solutions yields both challenges and opportunities in improving the quality of IT services and has given rise to a variety of IT service management frameworks like IT Infrastructure Library (ITU) and Capability Maturity Model Integrated (CMMJ). This paper presents the problem of total quality management (TQM) in IT services, followed by a review of quality definitions from four levels of perspectives. Based on the comparison of the different definitions, the necessity of integration of quality measurement and improvement approaches is identified and our preliminary work on TQM in IT services is introduced.

Information Technology Infrastructure Library (ITIL) is a set of concept and techniques for managing the infrastructure, development, and operation of information technology (IT) for all types of organizations. The implementation of ITIL aims to improve the services of IT service organizations while meeting the needs of customers with various stages to gain a competitive advantage. The case study in this research is Polytechnic XYZ that needs to use strategic information technology role in supporting and improving service quality of an organization, by analyzing gap and measuring maturity level based on ITIL standard framework. The end result of the service quality planning developed with ITIL can be used as a reference in improving the role of information technology and systems in supporting organizational business processes at Polytechnic XYZ, in the form of policy documentation and IT Service Management guide (ITSM). In the final stages, the critical success factor to ensure continuous improvement of IT services.

Higher education institutions increasingly leverage information technology (IT) to improve their services. IT services are crucial in managing and supporting students, faculty, and staff. As IT governance evolves, measuring performance to identify potential service delivery issues becomes essential. This research adopts the COBIT 2019 framework, particularly the Deliver, Service, Support (DSS) domain, as a structured approach to assessing IT services' capability and maturity levels at a public university in Indonesia. The research methodology involves identifying measurement areas, collecting data, evaluating capability and maturity levels, validity testing, and providing recommendations. The study results show that the IT service maturity level of the university related to management practices in managed operations (DSS01), managed service requests and incidents (DSS02), and managed problems (DSS03) has reached level 3. Five activities in the IT service management have not been performed optimally: monitoring incidents and problems to improve task reliability, integrating key internal IT processes with outsourced service providers, comparing measures and plans with insurance policy requirements, evaluating physical modifications to IT sites to re-evaluate environmental risks, and including review knowledge in the service review meeting with the business customer. The validity results indicate that most of the measurement results align with the actual conditions of IT services, with an average validity score of 4.14. This study suggests specific improvements related to those five activities feasible for the university to implement to enhance its IT services.

The fundamental function of information technology (IT), whether internal or external, is the costeffective provision of IT services that meet organizational needs and align with organizational strategy. With ever-increasing adoption of IT management “best practices,” industry now leads the academic community by recognizing the need for IT professionals educated in the IT service management (ITSM) processes -- processes directly associated with the delivery of high-quality, cost-effective IT services. This article presents a summary of panel member presentations and subsequent discussions at Americas Conference on Information Systems (AMCIS) 2007 concerning the need to, and means for, incorporating ITSM concepts into business-school MIS/IS/CIS curricula. Panel members from industry strongly advocated the importance of including ITSM principles and concepts within business-school IS curricula. Academic members of the panel also articulated this need and described initiatives at their and other schools where ITSM concepts have been or are planned for inclusion in business school curricula at both the graduate and undergraduate levels. ITSM research opportunities, faculty preparedness, and possible resistance from within the IS academic community were additionally addressed.

IT processes are the functions and duties that Information Technology (IT) performs. These activities include development and maintenance of applications, supporting infrastructure (e.g., hardware, systems software and networks) as well as managing human resources. All of these activities have some dependency among each other. Information Technology processes is a practice of ensuring that IT organization serves the needs of the business in a systematic manner so that good performance of the enterprise is guaranteed. It is a set of practices and procedures brought together in unison to ensure IT alignment with business needs. Some widely acknowledged and used IT process frameworks to make IT efficient and effective are Control Objectives for Information and related Technology, (COBIT), IT Service management (ITSM) and IT infrastructure library (ITIL) and ISO 38500.

Information Security (IS) Risk Assessment is a main part of risk analysis; it helps organizations make decisions to protect their Information Technology (IT) services and underlying IT assets from potentially adverse events. How to do assessment in this context, however, is not a well defined task. Some approaches provide guidelines but leave analysts to define how to implement them, leading to different mechanisms to identify input data, different procedures to process those inputs, and different results as a consequence. To address this problem, we present a semiautomatic procedure, based on data systematically obtained from modern IT Service Management (ITSM) tools used by IT staff to handle IT services’ assets and configurations. We argue that these tools handle actual data that may be used to collect inputs for a IS risk assessment procedure, thus reducing subjective values. We evaluated the procedure in a real case study and found that our approach actually reduces variability of some results. We also identified areas that must be addressed in future work.

This research aims to analyze the impact of implementing the ITIL 4 framework on improving the performance of information technology (IT) services in the fisheries sector. ITIL 4, as a global standard in IT service management, offers principles and practices that can enhance efficiency, effectiveness, and service value. This study was conducted using a mixed-methods approach on organizations in the fisheries sector in Indonesia. Data were collected through interviews, observations, and questionnaires. Keywords: ITIL 4, IT Services, IT Performance, Fisheries Sector, Service Management.

The Directorate of Archives and Libraries, Khyber Pakhtunkhwa Peshawar, a crucial organization in charge of managing public library services throughout Khyber Pakhtunkhwa (KPK), Pakistan, is the subject of this study, which critically evaluates the current status of its IT resources and services. This study examines how much IT is incorporated into the Directorate's administrative and service frameworks in a time when digital technologies are revolutionizing library operations. Identifying the available IT infrastructure, gauging how frequently and successfully staff and library users use it, and assessing user satisfaction with the current IT services are some of the main goals. The study also looks into the main issues that prevent the best use of IT, such as administrative limitations, inadequate staff training, and infrastructure shortcomings. Using a quantitative approach, 150 participants—including library staff and patrons—were given structured questionnaires to complete in order to gather data. The results show that despite the existence of some digital tools and services, a number of operational and strategic constraints continue to limit their uptake and influence. The analysis highlights a notable discrepancy between the current state of IT implementation and its potential to improve library services. Subsequently, the study identifies particular measures to address user access, provide more professional development, and enhance IT infrastructure. The intentions behind these interventions are to build digital literacy, modernize public library operations in KPK, and ensure that services respond to the informational needs of users in the modern era.

Highly valued Information technology (IT) service contracts involve the delivery of complex IT services, such as migrating the client's IT infrastructure to the Cloud, Mainframes, among others. IT service providers usually compete to win these IT service contracts. In order to bid on such deals, IT service providers need to price/quote the solution that they propose to the client, trying to convince him to use their services. A few analytical methods in the literature have been provided for pricing these deals. However, these methods ignore an important characteristic of these services; that is they are typically characterized by a decreasing cost profile in subsequent years to the first year. Typically, these methods require solutioners to manually input these annual cost reductions. In this paper, we present an analytical way for calculating this cost reduction, if applicable, via mining historical data. We show that using our methodology could achieve significant increase in the accuracy of estimating the costs and prices of IT service deals.

The Information Technology Infrastructure Library (ITIL) provides a framework of best practices for managing of the information technology (IT) services. In the framework of this study it is clear that it does not have space in your body for information architecture. One of the goals information architecture to organize information for decision making, how can this be out of context? The proposed positioning of this paper presents evidence that the perception that the concepts of information architecture are present on the needs of IT service management. This proposal will encourage the union of bodies of knowledge thereby facilitating the creation of strategy and design services.