Evaluating the benefits of IT Service Management in Small Medium Enterprise

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ACKNOWLEDGEMENT

No words can express my appreciation and gratitude to my research advisor _______ through the course of this research, Professor _____has taught me numerous values that extend well beyond the realm of _________ (Your Subject Name). His emphasis on dedication to work and his valuable and practical insights of life are some of the major highlights of my education at The University _________.

DECLARATION

I [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for the academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

Signed __________________ Date _________________

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

CHAPTER 2: LITERATURE REVIEW1

2.1 Information Technology Infrastructure Library (ITIL)1

2.2 Review History of the Infrastructure Technology Information Library5

2.3 ITIL Framework6

2.4 Change Management of ITIL7

2.5 Information Technology Infrastructure Library Measurements9

2.6 Conclusion11

CHAPTER 4 PRIMARY RESEARCH13

4.1 Overview of JWDKS13

4.2 SWOT analysis OF JWDKS14

4.2.1 Strengths14

4.2.2 Weaknesses14

4.2.3 Opportunities14

4.2.4 Threats14

4.3 Porter analysis of JWDKS15

4.3.1 Buyer power15

4.3.2 Supplier power15

4.3.3 New entrants15

4.3.4 Substitutes16

4.3.5 Rivalry16

4.4 Challenges of Implementing ITIL in JWKDS17

4.5 Benefits of Implementing ITIL in JWDKS17

4.7 Effective Implementation of ITIL Change Management in JWDKS18

4.9 Roles and Responsibilities19

4.9.1 Change initiator19

4.9.2 Change manager19

4.9.3 Change advisory board (CAB)19

4.9.4 Change owner20

4.9.5 Change Category20

4.10 Change Management Process20

4.10.1 Create a change team20

4.10.2 Establish strong policies and procedures21

4.10.3 Step one: Request for change (RFC)21

4.10.4 Step two: Review change request22

4.10.5 Step three: Assess change request22

4.10.6 Step four: Inform change initiator22

4.10.7 Step five: Approve or reject change23

4.10.8 Step six: Implement the change request23

4.10.9 Step seven: Successful change23

4.10.10 Step eight: Update change status23

4.10.11 Step nine: Update change record24

4.10.12 Step 10: Inform change initiator of status24

4.10.13 Step 11: Back-out implementation24

4.10.14 Step 12: Back-out results24

REFERENCES25

APPENDICES31

Appendix A: Informed consent letter31

Appendix B: Interview protocol33

CHAPTER 2: LITERATURE REVIEW

2.1 Information Technology Infrastructure Library (ITIL)

ITIL has a set of two key areas of service management; Service support and Service delivery. The British government started ITIL when they developed a set of books to aid organizations in the fulfillment of their corporate objectives. Pollard & Cater-Steel (2009) recounts how the British government first published ITIL in the 1980s as an approach to cost-effective use of IT resources. Each one of the books published in the library focuses on a particular best-practice IT process (Pollard & Cater-Steel 2009, 164). ITIL has become an ISO standard in 2006 as ISO 20000. Although, ITIL is known widely across Europe, recently it has become known in the United States also. The Information Technology Governance Institute (2004) states that ITIL is an established approach to IT service management virtually worldwide, though adoption levels differ regionally (Peasley & Fletcher 2005, 25). According to McNish 2002, 201). ITIL's security management is a methodology describing how IT security management processes link into other ITSM processes. ITIL provides a cohesive set of best practices and is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools (McLaughlin & Damiano 2007, ...