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A Study on the application of IT Infrastructure Library (ITIL) Processes for Service Management in the IT Service provider Environment.

Project SynopsisPrepared as part of Master of Business Administration-Information Systems IInd year Project requirement.

Submitted toAnnamalai University

Directorate of Distance Education

ByBINOY JOSEPH PAIMPILLILMBA INFORMATION SYSTEMS IInd YEAREnrollment Number: MBISKU14129064

Project Guide: Mr. Vintu P. VargheseCourse Director- Annamalai University Study Centre

Kuwait

IntroductionITIL offers a framework of structured, scalable, best practice processes that organizations can adopt and adapt to fit their own environments. It is little wonder that as companies look to achieve greater efficiencies in IT service management, they have chosen the IT Infrastructure Library (ITIL) which has become the worldwide de facto standard.The project plans to study the implementation of ITIL process in the Service Management of National Computer Services ltd, the largest IT vendor in the Middle East. National Computer Services ltd is a Business and Service partner for HP and Microsoft Gold Certified offering the full range of HP & Microsoft products and employing more than 200 professionals dedicated to delivering world class IT an

d Networking solutions.Objective of StudyThe main of objective of the project is to have a detailed study on the processes which are being implemented in National Computer Services ltd aimed at:

Improved quality of IT services through execution of consistent, repeatable processes

Improved IT organizational efficiency through use of ITIL processes and well-defined roles and responsibilities

Better partnership between IT and business as a result of improving communications and establishing common points of reference

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Lower unit costs by leveraging efficiencies to improve productivity of IT staffand infrastructure resources

Meaningful and measurable metrics that gauge IT service performance in businessterms

Methodology and Work Plan The study begins with understanding the business requirement of National Computer Services ltd as an IT service provider. And then it is intended to have a detailed, in depth study on how Service Support and Service Delivery is being setup in National Computer Services ltd in align with ITIL best practices.

The study shall have the following Work Plan.- Vital information collection by referring to company publications and documentation- Personal meeting with the staff involved in Service Management.- Analyze the implemented process for Call Reporting, Escalation, and Incident Management, problem management, configuration Management and SLA management in terms of capacity, continuity and availability.- Monitoring Service Management operation- identifying Gaps- Development of Project Documentation.ConclusionThough companies wish to implement ITIL based IT Service Management to achieve improved services delivery to keep their competitive edge in the market, Implementing ITIL is not a quick fix nor will it be easy. It takes a lot of thought, com

mitment and hard work to successfully change the way the IT organization does business. The outcome of this study, which is intended to be done on the successful IT Service Management mechanism of the leading IT Service provider in the Middle East, shall help the IT Managers to identify the strength and weakness of ITIL practices while being executed in practical world.