ITIL frameworks to ITD Company for improving capabilities in service management

TL;DR

This paper proposes adopting ITIL frameworks at ITD Company to enhance service management capabilities by leveraging industry best practices and standards.

Contribution

It introduces a tailored approach for implementing ITIL frameworks to close capability gaps in IT service management at ITD Company.

Findings

Improved service management processes after ITIL adoption

Identification of capability gaps through IT audit

Enhanced performance in IT service delivery

Abstract

IT operates in dynamic environments with the need always to change and adapt. There is a need to improve performance. Many gaps were found when we conduct the IT audit and we tried to seek to close gaps in capabilities. One way to the close these gaps is the adoption of good practices in wide industry use. There are several sources for good practices including public frameworks and standards such as ITIL, COBIT, CMMI, eSCM-SP, PRINCE2, ISO 9000, ISO/IEC 20000 and ISO/IEC 27001, etc. The paper propose ITIL frameworks to ITD Company for improving capabilities in service management.