An assessment of the capacity management process of the information technology infrastructure library (ITIL) framework in delivering value in public sector

Abstract

In Information Technology (IT) service management, the Information Technology Infrastructure Library (ITIL) has been established as a standard and framework for managing IT services within private and public sector. However, in South African public sector, the value of this framework including the capacity management process has not been determined. The aim of the study was to assess the capacity management process within the service design stage of the ITIL framework in managing IT services at a selected public organisation in South Africa. Assessing capacity management in the context of this research was to judge whether it adds value to the organisation. Main questions asked were: to what extent has ITIL been implemented in the public sector in South Africa?, what benefits have been achieved through the implementation of ITIL in the public sector in South Africa? and how effective is the capacity management process of ITIL in the South African public sector? The study adopts a qualitative approach based on primary and secondary data. A purposive sampling method was used to collect data through interviews of ICT officials in Pretoria and Western Cape regions. It is evident in terms of the findings that capacity management within the organisation is practiced, but the organisation still has challenges in managing the process. Findings reveal challenges around user account management, ICT skills shortage and capacity constraints, information, network monitoring tools, and ITIL implementation. DeLone and McLean theoretical framework was used to analyse the capacity management process to explain the findings. A lack of clear ICT planning among the leadership is a contributing factor. Lack of adhering to standards, procedures and processes make it almost impossible to manage capacity. Efforts to address the technical and organisational challenges such as technical skills and stakeholders immediately reporting the users that need to be terminated on systems prohibit the success of capacity management process. Drawing the conclusion, it is recommended that efforts to address challenges should move beyond just ICT, into a comprehensive action by all stakeholders in respective of inter departmental units and executive who make decisions. Solutions should be embedded with ICT being able to manage technology, auditing of processes, and capacity to ensure excellence through reduced risk, increased efficiency, confident forecasts, and cost effectiveness is essential.