IT service management : the key to achieving information technology service improvement.

Thesis (MBA)-University of KwaZulu-Natal, 2007.The purpose of this study was to investigate whether, Information Systems Management (ISM), an Information Technology (IT) organisation within Department of Justice and Constitutional Development (DOJ CD), adopted the best practices in IT service management. IT Service Management entails ensuring that accurate IT services are delivered to the business at the right price and with the right level of quality, according to Young (2005). The notion of quality IT services is a concern for the Department of Justice and Constitutional Development taking in to consideration that it has set a goal of modernising itself by implementing IT systems. The vision of the department is to make IT services such as email available to all employees. The vision will not be attained if these services are not always available. The literature study shows that IT organisations that implement IT Service Management deliver quality IT services to the users and business. ISM claims to be aligned with Information Technology Infrastructure Library (ITIL) service management practices but lacks some of the structural elements that should be in place. The department has raised concern around whether the processes that they have implemented will yield improved IT services. The research evaluated available documents in view of uncovering implemented processes. The results are steps for improving IT services at the DOJ CD. Firstly, it is recommended that ISM should rate each of the IT Service Management process according to its importance to the business, secondly to identify the relevant teams to manage identified processes, thirdly to make the DOJ CD a customer of ISM