Developing a tailor it service management Framework based on ITIL framework for it service Management processes in Ethiopian commercial Banks: the case of Bunna international bank S.C.
No Thumbnail Available
Date
2017-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
A.A.U
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 the School of Graduate Studies of Addis Ababa University in Partial Fulfillment of
The Requirements for the Degree of Master
Of Science in Information Science
Keywords
IT Service Management, ITIL, Service Management Processes