An evaluation of mechanism for information communication technology service improvement

Abstract

The adoption of best practice methodologies within Information Communication Technology (ICT) departments, are on the increase in order to bring about quality in their day-to-day activities. Computer and Telecommunication Services (CTS) is the ICT department within Cape Peninsula University of Technology (CPUT), and is in no way exempted from this. CTS adopted ITIL (Information Technology Infrastructure Library) as an Information Technology Service Management (ITSM) best practice framework for service support and service delivery.CTS implemented a Service Desk function, Incident Management process, Change Management process, Information Technology Service Continuity process, and elements of other ITSM process. ICT organisations adopt an ad hoc approach in applying continuous process improvement mechanisms in the day-to-day operation of service support and service delivery processes and functions resulting in poor service support and service delivery.The primary research objectives are to identify the best practice principles and guidelines (i.e. IT, Quality, Project Management, etc.) adopted by CTS, to assist in establishing the gaps between the current status of these processes and the desired state. Further, to determine the elements or component parts of the proposed continuous process improvement mechanisms, to demonstrate the effectiveness of the implementation of such mechanisms, and to define metrics for proving measurable improvements to the processes.The adoption of continuous process improvement mechanisms will assist in mapping ITSM with other best practice methodologies (i.e. Quality and Project Management). A qualitative method will be used to review the existing processes and/or functions and highlight evidence of adherence to best practice methodologies. A quantitative method will be used to collect data from the CTS Service Desk and to conduct user surveys to determine current levels of service. These results will underline the elements and component parts needed for continuous process improvement.