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Lately, there has been a rise in personal and commercial use of computer devices, be it mobile phones, laptops, or any other computing devices, not forgetting the network, networking peripherals, and software that these devices function with. That being said, it has led organisations and institutions of higher learning to establish and adhere to Information Technology governance frameworks set out by the government and the higher education sector. White and Greiner (2022) defined Information Technology Infrastructure Library (ITIL) as an Information Technology (IT) service management framework that outlines best practices for delivering IT services. Kidd (2019) defined Control Objectives for Information and Related Technologies (COBIT) as an IT management framework developed by the Information Systems Audit and Control Association (ISACA) to help businesses develop, organize, and implement strategies around information management and IT governance. The aim of this study was to investigate whether ITIL and COBIT, as IT governance frameworks recommended by the higher education sector in South Africa, were adopted by ICT departments in universities in Gauteng province, South Africa. Data collection was done using a questionnaire. The questionnaire was sent via email to 52 potential respondents from all the higher institutions in Gauteng. A total of 41 questionnaires were returned. The questionnaire for both ITIL and COBIT frameworks was designed using Google Forms. The study findings showed that universities in Gauteng have adopted ITIL and COBIT as ICT governance frameworks recommended by the Higher Education sector in South Africa. The study's results are crucial for university administrators as they might improve comprehension of the factors affecting the adoption, administration, and utilization of ICT resources to enhance the university's capacities. [ABSTRACT FROM AUTHOR]

The rapid advancement of information technology has become a critical factor in supporting business processes, especially for startups operating 24/7. These businesses rely heavily on robust IT systems to ensure service availability. IT service assessment plays a vital role in evaluating and improving the quality of IT services within organizations. This study evaluates IT service management at PT Loyal.id using the ITIL (Information Technology Infrastructure Library) V3 framework, focusing on service management and service delivery. By implementing ITIL, the organization can enhance incident management, problem management, and service desk performance. The study uses a self-assessment tool in the form of a website for evaluation. The assessment revealed that IT services at PT Loyal.id are still inadequate, with service desk and incident management reaching only level 1.5, and problem management reaching level 2. The results indicate that the organization's IT services require significant improvements to meet ITIL standards and enhance service quality, ultimately aligning IT operations with business objectives. [ABSTRACT FROM AUTHOR]

The support ticket system today is a key element for any company. Classifying these tickets can be a complex task if done manually, as the assignment can be incorrect, leading to re-assignment of tickets, unnecessary use of resources, and extension of resolution time. The Machine Learning technology applied to support ticket systems has managed to automate the classification of tickets, thus hoping for a better assignment of the incidents to be resolved. This article aims to find the algorithms, based on Machine Learning technology, that obtain a higher accuracy rate in the classification of support tickets in the management of information technology incidents (ITIL). [ABSTRACT FROM AUTHOR]

Cloud storage services or Cloud Services have evolved over time, becoming increasingly essential on a day-to-day basis, being present in all types of companies, organizations and services. Given the rapid growth of technology, not only photos and videos are stored on the Internet, but very important data, collections and personal information are stored on the servers of the world's largest companies. Using this technology, companies see opportunities for easy and fast communication in real time with their collaborators, allowing fast and safe progress. The Cloud service, as it has been growing, has seen the need to analyze and structure new ways of organizing information, as well as the implementation of IT management infrastructures, hoping for a better relationship between the user and the services offered. For these reasons, it is considered necessary to use methods and guides to better manage the capabilities that can be achieved. This article will study the efficiency and benefits of the operational services process called ITIL Incident Management and its conditions applied to the reality of Cloud Services management. [ABSTRACT FROM AUTHOR]

Strategic planning plays a key role in the future success of organizations. Information technology as an emerging field in Iranian organizations requires strategic planning to succeed. In this study, after a systematic review of the IT strategy development methods and the evolution of these approaches, an indigenous approach is developed to develop the IT strategy of the distribution companies. This method is a quantitative-qualitative hybrid. During this five-phase study, the organization's cognition is based on the information architecture of processes, and then based on the business and IT alignment perspective, achieving optimal status in information technology infrastructure library as one of the business and information technology alignment methods with the IT governance approach, is followed. By matching the business processes of the electricity distribution and information technology infrastructure library, the status quo and the desired status in each process were determined based on the opinions of business experts. Accordingly, the processes of service continuity management, service catalog management and service portfolio management were the most distant from the desired situation, and for the other processes the same gap analysis was performed. Based on the distance analysis, appropriate strategies were provided for each of the information technology infrastructure library processes according to the best practices.

The Indonesian government has been urged to implement Whistleblowing systems for public services in order to achieve integrity zone development. Almost all service desk software provides user convenience as well as manages the service process in an organisation using standards based on the Information Technology Infrastructure Library (ITIL) v3. The service operation of Whistleblowing systems and the service desk systems are almost the same. However, currently only a few studies have examined the implementation of Whistleblowing systems which uses such a framework in a public higher education institution. The aim of this study is to design and develop a Whistleblowing system which is expected to fulfil the IT Service Management (ITSM) standard and to perform an integration process amongst the community and students. The software was designed and tested in the Universitas Islam Negeri Syarif Hidayatullah Jakarta using the ITIL v3 standards. The result showed that the efficiency parameter value produced a page speed point of 91 % (A). The minimum score was 91 % (A) and the fully loaded time was 2.4 seconds. A portability test showed a value of 100 % for the mobile-friendly score while the reliability test with a stress test also showed at 100 %. The alpha testing result was a very good predicate while beta testing received an acceptable score, good category, and classified as grade C. In conclusion, based on the abovementioned tests, this shows that the system can be used to manage student services, lecturers and staff, as well as to integrate the current service within the community.

The aim of this study was to investigate the strategic alignment of business and information technology using Luftman model and ITIL best practice, and since the study of this alignment requires an in-depth study of an industry or an organization, one of the Iranian defensive organizations (in standardization and information technology field) has been selected as the case study. In the first stage, the existence of IT strategy was assessed. Secondly, the degree of alignment of IT strategy with business strategy was assessed. The results showed that the IT strategy in the studied organization is on average 66.26 percent, which indicates the relative and acceptable ability of the organization to define IT strategy. Then, after analyzing the strategic alignment of IT and organization, it was found that the alignment degree of these organizations is generally above average. The results showed the lowest average in the area of business infrastructure and the highest average in the business infrastructure area. It is recommended that similar organizations use the ITIL V4 to assess and align the organization's strategies with the IT strategies.

Strategic planning of information technology is one of the concerns for new organizations. This paper is the result of a research project in the field of IT strategic planning in Kermanshah Electric Power Distribution Company. Based on the common view of all strategic planning models, one of the important steps is to determine the status of the organization in the area in question. Given the notification of upstream documents, such as the Tavanir Information Technology perspective document and the e-government document that are necessary to implement, as well as governance approach in this documents, this approach in the service sector, has used as Kermanshah Electric Power Distribution Company vision. Based on the vision, Capability Maturity Model Integration and Information Technology Infrastructure Library best practices have been used to determine the current statues. To achieve the purpose of the article, four phases are considered: in first phase that is the same phase of recognition, business processes is recognized. The second phase is the matching of business processes with standard processes of Information Technology Infrastructure Library. For this purpose, initially, business processes were examined form the standpoint of information architecture and then the match was done by conducting specialized interview based on the process. In the next phase, organizational maturity is determined in two ways. In the first method, initially, descriptive phrases are determined by extracting the features of ITIL best practices and delivered to process officials in the form of 27 questionnaires for 27 processes. In the second method that has the standard questionnaire, the questionnaire is completed for all of ITIL process. The results of examining the existing situation using best practices as well as standard processes of maturity model indicate the maturity level of the processes based on the percentage and provides the ability to compare the two methods. In addition, based on a comparative analysis of these two methods, the weaknesses and strengths of the organizational processes adapted to the processes of the Information Technology Infrastructure Library were determined, and some recommendations and suggestions for future research in this area were presented. The results show that service desk, event management, request fulfilment, configuration management, and contractor management processes as organizational strengths and change management, knowledge management, information security management, release and deployment management processes as organizational weaknesses issues can be investigated and were not regularly seen in other processes such as service level management, demand management, capacity management.

Collaborative product development (CPD) processes are generally based on technological infrastructures. Various information technologies (IT) are proposed every day to facilitate collaboration, integration, co-design and co-development processes. In this highly uncertain environment, a systematic methodology is essential to plan the IT infrastructure needed to start and maintain a collaborative process. This study offers an integrated IT planning methodology combining fuzzy quality function deployment, fuzzy axiomatic design and fuzzy rule-based systems. The methodology is tested in a CPD case and the outcome presents an improvement path for IT for each of the collaborative parties. [ABSTRACT FROM AUTHOR]

Purpose: Since inception in the 1970s, Operational Technology (OT) systems were designed to operate in isolation from Information Technology (IT) systems mainly due to differences in objectives relating to Confidentiality, Integrity, Security, and Availability (CISA). Additional IT/OT diverse components include computing speed, and failure severity in terms of safety, environmental, and financial impact. This presents a great challenge in terms of management of the industrial control systems on the facet of its largely IT infrastructure. The 4IR demands synchronous integration of the worlds of IT and OT with similar services management. Literature analysis indicates that limited research has been conducted on the management of IT and OT as a synergistically integrated set of systems. The focal point of this research is to evaluate if an Information Technology Service Management (ITSM) best practice framework can be integrated into the Operational Technology domain. Design/methodology/approach: The nature of this study is that it does not seek to gather and analyze numerical data that can be statistically analyzed, hence a qualitative research approach is adopted. A comparative research design with mixed qualitative methods is utilized to analyze and synthesize in a step-wise process the secondary data gathered from academic articles, standards organizations, whitepapers, etc. The employed research methods include constant comparative analysis and benefits case analysis. The proposed and evaluated application case is based on a petrochemical environment with ITSM inclusive of OT. Findings: After comparative analysis and application case, the research concludes that an IT best practice framework i.e. the Information Technology Infrastructure Library (ITIL) can be integrated, with limited constraints, adapted into the operational technology domain to facilitate the management of OT for service management. Practical implications: The key benefit of this work is the inclusion of OT in global IT best practices in this Fourth Industrial Revolution (4IR) era. The demand for integrated systems with single service levels can be met. Originality/value: This paper contributes to ongoing research in IT/OT integration by providing a unique perspective on OT service management in the Fourth Industrial Revolution (4IR). Researchers can utilize the research outcomes to apply ITSM in the OT domain where 4IR technologies have been implemented. [ABSTRACT FROM AUTHOR]

Abstract The purpose of this study was to investigate and analyze the factors affecting the upgrading of information systems and the continues of information technology services. Based on model, this research effective factors of implementation of Information Security Management System (ISMS) are 9 dimensions and effective factors of Information Technology Infrastructure Library (ITIL) are 5 dimensions were investigated and analyzed. This research is orientated, applied and descriptive .The average number of members of the statistical community in this study was 100 people, including managers and experts in the field of information security and IT services, public and private organizations, senior managers of companies providing management, technical, operational and educational services Information security and, ultimately, professors and experts with the field of activity or research in the field of security and IT services. The sample size was calculated based on Cochran method and data was collected by using a questionnaire tool for 80 members of the statistical community. For reliability of research variables, Cronbach's alpha coefficient and composite reliability have been used. Cronbach's alpha coefficient of all variables is greater than the minimum value of 0.65. To verify the construct validity (convergent), a confirmatory factor analysis was used. All mean values of extracted variance are more than 0.5, and therefore, the model of measurement has an appropriate convergent validity. In this research, factor analysis, partial least squares and one-sample t-test were used to test the questions and fitness of the model. Based on the findings, the impact of the implementation of Information Security Management System and Information Technology Infrastructure Libraryon the promotion of information systems and the continuity of information technology services were confirmed and effective factors of expression and strategies for improving the status of organizations were presented. Introduction In today's world, the most important security concerns associated with information systems include the infiltration of information systems, the interruption and disruption of vital services, and theft, alteration or destruction of information. Approaches have been introduced to ensure information security. The Information Security Management System (ISMS) is a comprehensive approach to ensuring information security of organizations. On the other hand, the competitive business environment and the strong dependence on information technology services have led organizations to be judged on the basis of the ability to continuously and continuously provide services. Therefore, ensuring the continuity of information technology services is one of the most important issues that should be addressed in the business. The Information Technology Infrastructure Library (ITIL) is a framework for managing, delivering service and implementing IT activities in organizations. So, given the importance of the issue, the main question we are looking for in this study is whether the implementation of the information security management system and the IT infrastructure library in an organization promotes the information systems and the continuation of IT services? Case study Managers and experts in the field of information security and (ITS) Information technology services are governmental and private organizations that have implemented the Information Security Management System and the Information Technology Infrastructure Library in Zahedan and Mashhad. Top Managers of Providers of Management, Technical, Operational, and Educational Services for Information Security and Advice on the Implementation of the (IS) and (ITS) which have been licensed by the Ministry of Communications and Information Technology (ICT). Ultimately, professors, experts, and researchers are in the field of activity or research in the field of information security and information technology services. Materials and methods The present research is descriptive in nature and descriptive in terms of method, quantitative and in process and applied in term of purpose. Data collection was done by using a questionnaire in Lekert scale MS. For collecting information on theoretical foundations and research literature, library resources, articles, e-resources, standards and authoritative journals have been used. To verify the validity of the model, a confirmatory factor analysis and Kolmogorov-Smirnov test were used to test the normal variables. Then, using the partial least squares method (PLS) and single sample t-test, the questionnaire has been studied. Discussion and Conclusion A correlation coefficient was used to confirm the relationship between the implementation of ISMS and ITIL in promotion information systems and the continuity of IT services, which was confirmed by the results of this hypothesis. Also, to investigate the impact of ISMS and ITIL implementation on the promotion of information systems and the continuity of IT services, partial least squares method was used, which was confirmed in all cases. According to the results of the analyzes, indicators such as defining goals and policies for managing service continuity, evaluating and identifying processes in the organization, prioritizing events in terms of its impact and urgencies, examining all information security incidents and the reasons for the occurrence And prevent it from re-establishing it; responding appropriately and learning about security incidents; defining and identifying identity information for employees to access information resources; monitoring network, router settings, switch and penetration testing at regular intervals; procurement and testing Backup information; Install antivirus and firewalls in the network; Take the necessary measures entry of authorized persons and the security of offices, rooms and facilities; the inclusion of security provisions in the design of the basic principles of configuration. It has the greatest impact on the upgrading of information systems and the continuity of IT services in organizations, and other indicators also have an impact but are less than socalled factors.

Reliability of production systems in enterprises is increasingly dependent on the availability of ICT systems that supervise them. The research presented in this paper focuses on the improvement of the availability of ICT systems by identifying possibilities of further automation of their maintenance processes. After preliminary research, it has been concluded that the possibility of further automation by using artificial intelligence methods to support decision making regarding the improvement of ICT systems is worth considering. The main aim of the paper was to carry out research into the possibilities of using and implementing artificial intelligence to support decision making regarding the improvement of ICT systems.

Strategic planning of information technology is one of the concerns for new organizations. This paper is the result of a research project in the field of IT strategic planning in Kermanshah Electric Power Distribution Company. Based on the common view of all strategic planning models, one of the important steps is to determine the status of the organization in the area in question. Given the notifications of upstream documents, such as the Tavanir Information Technology perspective document and the e-government document that are necessary to implement, as well as governance approach in this documents, this approach in the service sector has used as Kermanshah Electric Power Distribution Company vision. Based on the vision, Capability Maturity Model Integration and Information Technology Infrastructure Library best practices have been used to determine the current statues. To achieve the purpose of the article, four phases are considered. In the first phase which is the phase of recognition, business processes are recognized. The second phase is the matching of business processes with standard processes of Information Technology Infrastructure Library. For this purpose, initially, business processes were examined form the standpoint of information architecture and then the match was done by conducting specialized interview based on the process. In the next phase, organizational maturity is determined in two ways. In the first method, initially, descriptive phrases are determined by extracting the features of ITIL best practices and delivered to process officials in the form of 27 questionnaires for 27 processes. In the second method that has its own standard questionnaire, the questionnaire is completed for all of ITIL processes. The results of examining the existing situation using best practices as well as standard processes of maturity model indicate the maturity level of the processes based on the percentage and provides the ability to compare the two methods. In addition, based on a comparative analysis of these two methods, the weaknesses and strengths of the organizational processes adapted to the processes of the Information Technology Infrastructure Library were determined, and some recommendations and suggestions for future research in this area were presented. The results show that service desk, event management, request fulfilment, configuration management, and contractor management processes as organizational strengths and change management, knowledge management, information security management, release and deployment management processes as organizational weaknesses issues can be investigated and were not regularly seen in other processes such as service level management, demand management, capacity management. [ABSTRACT FROM AUTHOR]

IT service management (ITSM) practitioners recognize the need for continuous improvement of IT services. Using a design science research approach, we develop a five – step process improvement framework for ITIL (Information Technology Infrastructure Library) service operations, based on the use of the Lean toolset. The proposed framework offers a structured approach for process improvement in practice and a basis for more systematic research. [ABSTRACT FROM AUTHOR]

Highlights • A novel method for implementing ITIL is proposed. • The method is based on business process management and simulation modeling. • An application case for the Incident Management process implementation is introduced. • The method is evaluated from the process stakeholders perspective. Abstract A key requirement for service providers is to define, manage and deliver Information Technology (IT) services to effectively support business goals and customer needs. Several process reference models for the IT service management (ITSM) have emerged, being Information Technology Infrastructure Library (ITIL) the reference model accepted as de facto standard for ITSM. This paper introduces a novel method for implementing ITIL which is based on business process management lifecycle and simulation modeling. An application of the method to implement the incident management process in a Spanish company is also presented. The method has been reviewed by ITIL experts and evaluated from the process stakeholders’ perspective using a questionnaire. The answers provided to the questionnaire show the usefulness of the method to address critical success factors and to support the application of adequate process management practices. [ABSTRACT FROM AUTHOR]

In view of the shortcomings in information collection and tracking management in existing logistics, the key technologies of wireless sensor network and the basic concepts and methods of Information Technology Infrastructure Library(ITIL) is studied. The basic structure and main functions of the logistics tracking system based on wireless sensor network is put forward. It can effectively solve the detection, location, recognition and automatic processing of fault events and other issues of goods in the process of logistics tracking management. In addition, combined with the GIS software, the logistics tracking and monitoring system based on the wireless sensor network is realized by using Java language coding. The results show that this system can realize the tracking, visualization and automatic management of the information in the process of goods transportation. Therefore, the proposed method significantly improves the accuracy, rapidity and intuition of the logistics information management. [ABSTRACT FROM AUTHOR]

The article reports on Information Technology Infrastructure Library (ITIL) implementation in Maersk Oil. We analyze the values embedded in ITIL, compare them to Maersk Oil's organizational culture, identify implementation challenges, and discuss how to manage these. The contribution of the article is as follows: (1) it identifies the values underlying ITIL, (2) discusses how to overcome cultural incongruence through business process implementation, and (3) highlights implications for managers trying to improve processes through the use of quality management standards and process models. [ABSTRACT FROM AUTHOR]