Designing Implementation Guideline for Information Technology Infrastructure Library (Itil) Framework Processes: the Case of Commercial Bank of Ethiopia
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Date
2020-03-03
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Addis Ababa University
Abstract
Many organizations that decide to implement Information Technology Infrastructure Library
(ITIL) framework fail completely or keep implementing long after the planned deadline. This is
because there is no clear guideline for implementing ITIL framework. The purpose of this study
is to propose such a guideline based on the result of a maturity level assessment of the existing
and desired ITSM practices of Commercial Bank of Ethiopia (CBE) against ITIL framework.
For this purpose, a design science research methodology is followed. The result of the maturity
level assessment indicated that out of twenty six ITIL processes in scope, twenty four (92% of
ITIL processes) was rated between Level 0 (Non-Existent) and Level 1 (Initial) stages and the
rest two processes achieved a maturity level between Level 1 (initial) and Level 2 (Repeatable)
stage which is also very low or Initial process stage. The result of the perceived importance of
ITIL processes in CBE indicated that from the total of twenty six processes in scope, nine
processes were categorized in to “Very Important” stage.
Accordingly, an implementation guideline is proposed for those highly prioritized processes
using ITIL framework literature as template and then being modified according to the needs and
contexts of CBE. The implementation guideline includes the objective, scope, major activities,
flowchart including description and metrics of each of the processes under the guideline.
Demonstration is done through proof of concept on specific three processes. Evaluation is also
conducted through comparing the objective of a solution to actual observed results from use of
the artifact in the demonstration and using expert validation through focus group discussion.
Consequently, the guideline is redesigned using the expert’s feedback. Absence of detailed
workflows policies and procedures was a major challenge. The study concludes by presenting
future study areas, with the need to focus mainly in defining major activities of ITIL framework
using RACI (Responsible, Accountable, Consulted and Informed) matrix, explore the impact of
ITIL framework implementation in organizations and design performance measurement metrics
or framework, explore the concept of cloud computing in relation to ITIL.
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Keywords
CBE, Itil, Itil Framework, Itil Implementation Guideline