Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM

ITIL implementation is rapidly growing in the organizations. One of the major parts of ITIL framework is service support which is including of several processes especially Configuration Management, Helpdesk Management and so on. In addition, there are several ITIL-based frameworks such as Microsoft...

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Main Author:	Ayat, Masarat
Format:	Thesis
Language:	English
Published:	2008
Subjects:	HD28 Management Industrial Management QA76 Computer software
Online Access:	http://eprints.utm.my/id/eprint/9457/1/MasaratAyatFSKSM2008.pdf
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id	my-utm-ep.9457
record_format	uketd_dc
spelling	my-utm-ep.94572018-06-30T00:03:16Z Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM 2008-11 Ayat, Masarat HD28 Management. Industrial Management QA75 Electronic computers. Computer science QA76 Computer software ITIL implementation is rapidly growing in the organizations. One of the major parts of ITIL framework is service support which is including of several processes especially Configuration Management, Helpdesk Management and so on. In addition, there are several ITIL-based frameworks such as Microsoft Operation Framework (MOF) that they are trying to show some guidelines to implement those best practices processes too. Centre Information Communication Technology (CICT) is the heart of UTM in terms of information technology and related platforms. Infrastructure and Service Department is one of the suborganizations of this centre that it is includes four different units with their specific tasks. The aim of this research is to provide a framework to guide this department to document and standardize department's activities based on ITIL best practices. The proposed ITIL framework will try to improve the quality of services at Infrastructure and Service Department of UTM. The proposed framework includes KPI, Steps, Scope of work and other related information to prepare guideline to implement ITIL-Service Support at Infrastructure and Service Department of UTM. In order to achieve to this objective the needed information gathered from several resources such as interview, observation, questionnaire and available documents. Moreover, this research includes a tool to automate these ITIL-service support activities that calls ADU@ITIL system. 2008-11 Thesis http://eprints.utm.my/id/eprint/9457/ http://eprints.utm.my/id/eprint/9457/1/MasaratAyatFSKSM2008.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Computer Science and Information System Faculty of Computer Science and Information System
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management HD28 Management Industrial Management QA76 Computer software
spellingShingle	HD28 Management Industrial Management HD28 Management Industrial Management QA76 Computer software Ayat, Masarat Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM
description	ITIL implementation is rapidly growing in the organizations. One of the major parts of ITIL framework is service support which is including of several processes especially Configuration Management, Helpdesk Management and so on. In addition, there are several ITIL-based frameworks such as Microsoft Operation Framework (MOF) that they are trying to show some guidelines to implement those best practices processes too. Centre Information Communication Technology (CICT) is the heart of UTM in terms of information technology and related platforms. Infrastructure and Service Department is one of the suborganizations of this centre that it is includes four different units with their specific tasks. The aim of this research is to provide a framework to guide this department to document and standardize department's activities based on ITIL best practices. The proposed ITIL framework will try to improve the quality of services at Infrastructure and Service Department of UTM. The proposed framework includes KPI, Steps, Scope of work and other related information to prepare guideline to implement ITIL-Service Support at Infrastructure and Service Department of UTM. In order to achieve to this objective the needed information gathered from several resources such as interview, observation, questionnaire and available documents. Moreover, this research includes a tool to automate these ITIL-service support activities that calls ADU@ITIL system.
format	Thesis
qualification_level	Master's degree
author	Ayat, Masarat
author_facet	Ayat, Masarat
author_sort	Ayat, Masarat
title	Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM
title_short	Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM
title_full	Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM
title_fullStr	Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM
title_full_unstemmed	Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM
title_sort	implementing itil - service support in the infrastructure and service unit of cict, utm
granting_institution	Universiti Teknologi Malaysia, Faculty of Computer Science and Information System
granting_department	Faculty of Computer Science and Information System
publishDate	2008
url	http://eprints.utm.my/id/eprint/9457/1/MasaratAyatFSKSM2008.pdf
_version_	1747814734541881344

Implementing ITIL - service support in the infrastructure and service unit of CICT, UTM

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