A Study on the application of IT Infrastructure

Library (ITIL) Processes for Service Management in

the IT Service provider Environment.
Project Synopsis
Prepared as part of Master of Business Administration-Information
Systems IInd year Project requirement.

Submitted to

Annamalai University
Directorate of Distance Education

By

BINOY JOSEPH PAIMPILLIL

MBA INFORMATION SYSTEMS IInd
YEAR
Enrollment Number:
MBISKU14129064

Project Guide: Mr. Vintu P. Varghese

Course Director- Annamalai University Study Centre

Kuwait

Introduction
ITIL offers a framework of structured, scalable, best practice processes that
organizations can adopt and adapt to fit their own environments. It is little
wonder that as companies look to achieve greater efficiencies in IT service
management, they have chosen the IT Infrastructure Library (ITIL) which has
become the worldwide de facto standard.
The project plans to study the implementation of ITIL process in the Service
Management of National Computer Services ltd, the largest IT vendor in the
Middle East. National Computer Services ltd is a Business and Service
partner for HP and Microsoft Gold Certified offering the full range of HP &
Microsoft products and employing more than 200 professionals dedicated to
delivering world class IT and Networking solutions.

Objective of Study
The main of objective of the project is to have a detailed study on
the processes which are being implemented in National Computer
Services ltd aimed at:

Improved quality of IT services through execution of

consistent, repeatable processes

Improved IT organizational efficiency through use of ITIL

processes and well-defined roles and responsibilities

Better partnership between IT and business as a result of

improving communications and establishing common points
of reference

Lower unit costs by leveraging efficiencies to improve

productivity of IT staff and infrastructure resources

Meaningful and measurable metrics that gauge IT service

performance in business terms

Methodology and Work Plan

The study begins with understanding the business requirement of National
Computer Services ltd as an IT service provider. And then it is intended to

have a detailed, in depth study on how Service Support and Service Delivery
is being setup in National Computer Services ltd in align with ITIL best
practices.

The study shall have the following Work Plan.

-

Vital information collection by referring to company publications and

documentation
Personal meeting with the staff involved in Service Management.
Analyze the implemented process for Call Reporting, Escalation, and
Incident Management, problem management, configuration
Management and SLA management in terms of capacity, continuity
and availability.
Monitoring Service Management operation
identifying Gaps
Development of Project Documentation.

Conclusion
Though companies wish to implement ITIL based IT Service Management to
achieve improved services delivery to keep their competitive edge in the
market, Implementing ITIL is not a quick fix nor will it be easy. It takes a lot of
thought, commitment and hard work to successfully change the way the IT
organization does business. The outcome of this study, which is intended to
be done on the successful IT Service Management mechanism of the leading
IT Service provider in the Middle East, shall help the IT Managers to identify
the strength and weakness of ITIL practices while being executed in practical
world.