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Title: Developing a Tailor it Service Management Framework Based on ITIL Framework for it Service Management Processes in Ethiopian Commercial Banks
Other Titles: The Case of Bunna International Bank S.C.
???metadata.dc.contributor.*???: Dr. Lemma Lessa
Dabi, Tadesse
Keywords: IT Service Management;ITIL;Service Management Processes
Issue Date: Jun-2017
Publisher: Addis Ababa University
Abstract: In today’s complex IT environment, the global economy is increasingly service-based. As a result, IT Service providers have a growing need for developing IT Service Management (ITSM) Framework based on best practices. The Information Technology Infrastructure Library (ITIL) is a set of best practices and widely implemented ITSM framework in the world. However, ITIL is not a one-size-fits-all solution; rather IT organizations are required to adopt ITIL in different ways possibly due to cultural, political or economic factors. Research in ITIL adoption is in its infant stage. The status of ITIL adoption has become one of the most popular research topics in ITSM research. Thus, this research aims to develop ITSM Framework based on ITIL Framework for Ethiopian Banking Industry. For this purpose, a case study research strategy was applied as empirical research approach to closely examine the data within a specific context and to analyze different qualitative elements of ITSM practices and ITIL guidelines. Primary and secondary data were collected using questionnaire and semi-structured interview through review of company documents. Data was then analyzed and interpreted under guidance of ISO 15054 Process Assessment Model and SWOT analysis techniques. The results indicated that out of the twenty four ITIL V3 processes in scope, twenty two did not fully or largely achieve their intended purpose in the case study organization; hence irregular or inconsistent ITSM process performance may be introduced. Therefore, tailored ITSM Framework is proposed based on the current operational model, assessment findings and the SWOT analysis. In the proposed Framework, components’ activities and processes relationship are discussed based on ITIL concepts. The proposed Framework can help the Ethiopian Banking Industry to effectively manage IT services design, development, deployment, delivery and support processes. Besides, who and when to use the proposed Framework is also suggested.
Description: A Thesis Submitted to School of Graduate Studies of Addis Ababa University in Partial Fulfillment of the Requirements for the Degree of Master of Science in Information Science.
Appears in Collections:Thesis - Information Science

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