Abstract
This work presents an evaluation of the maturity level for IT service management, of two higher education institutions from Portugal and Russia. We will identify the correspondences between the process capability levels and the organizational systems maturity levels. One of the options to measure the IT maturity is by comparing the IT service team’s operations, planning and processes with international models. In this context, we decide to use the Information Technology Infrastructure Library (ITIL) framework to analyze the selection, planning, delivery and support of IT services by both institutions. This methodology uses units as the standard is an example of best practice that covers the control and management of all aspects of IT-related operations. To the development of this study, we use the survey technique as we can get clear, direct and objective answers. With results from these studies, we can identify policies that can be adapted and used to improve efficiency and achieve predictable service levels, and help in the implementation of improvements for the management of IT services.
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Acknowledgments
UNIAG, R&D unit funded by the FCT – Portuguese Foundation for the Development of Science and Technology, Ministry of Science, Technology and Higher Education. Project no. UID/GES/4752/2016.
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Appendix: Questions
Appendix: Questions
Request Fulfilment Management | Problem Management | Change Management | Service Asset and Configuration Management | |
|---|---|---|---|---|
1 | We have clear roles and responsibilities for the Request Fulfilment Process which have been identified, defined, documented and appointed | We have a role that is responsible for analyzing incident records, incident trends, and for reviewing the problem records | The purpose, goal and objective for the Change Management process is defined | The purpose, goal and objective for the Service Asset and Configuration Management process is defined |
2 | The employees are actively working towards replacing manual, repeatable IT tasks with technology solutions that can automate the tasks | We have clear roles and responsibilities for the Problem Management Process which have been identified, defined, documented, and appointed | The scope for change management is defined | The scope for SACM is defined |
3 | The employees understand and have the mind-set that a request fulfilment is about providing timely and effective access to standard services | There is management commitment to support staff allocation in sufficient time for problem solving activities | The policies, principles and basic concepts for change management are defined | The policies, principles and basic concepts for SACM are defined |
4 | We have a clearly defined, repeatable Request Fulfilment process for effectively delivering normal service requests from request to delivery | We have a clearly defined, repeatable Problem Management process to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented | We have defined the types of change requests | The Configuration Management System is defined |
5 | The process helps us to replace manual, repeatable IT tasks and processes with technology solutions | The definition of a problem is clearly understood and is applied across the organization | We have defined standard (pre-authorized) changes | Asset and Configuration Management activities are defined |
6 | Service request records are maintained for all reported service requests | There is a procedure by which potential problems are classified in terms of category, urgency, priority and impact and assigned for investigation | Remediation planning for changes is defined | Management and planning for SACM is defined |
7 | The definition of a service request is clearly understood and is applied across the organization | We have a mechanism for tracking problem resolution | Planning and controlling changes is an integrated activity of change management | Configuration identification is defined |
8 | We have a tool that accommodates the necessary fields for capturing the Request details | A measurement framework has been established for Problem Management that identifies, measures and reports on metrics aligned to KPIs | Change and release scheduling is an integrated activity of change management | Configuration control is defined |
9 | The tool provides the capability to establish self-help access to predefined lists of services | There is a tool supporting problem management reporting. We have a shared repository | Ensuring there are remediation plans is an integrated activity of change management | Status reporting is defined |
10 | We have a tool that includes automation/workflow capabilities, so that easily repeatable tasks | There is a problem database maintained to record details for all reported problems | Measurement and control of changes is an integrated activity of change management | Verification and audit is defined |
11 | The tool allows the linking of Incidents to Problem records | Management reporting is an integrated activity of change management | Triggers, Input and output and inter-process interfaces are defined | |
12 | Understanding the impact of change is an integrated activity of change management | Key performance indicators and metrics are defined |
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Pereira, J.P., Zubar, I., Natalya, E. (2018). Evaluation of the Maturity Level of the IT Services in Higher Education Institutions: Portugal and Russia. In: Rocha, Á., Adeli, H., Reis, L.P., Costanzo, S. (eds) Trends and Advances in Information Systems and Technologies. WorldCIST'18 2018. Advances in Intelligent Systems and Computing, vol 745. Springer, Cham. https://doi.org/10.1007/978-3-319-77703-0_42
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