Evaluating the benefits of IT Service Management in Small Medium Enterprise

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ACKNOWLEDGEMENT

No words can express my appreciation and gratitude to my research advisor _______ through the course of this research, Professor _____has taught me numerous values that extend well beyond the realm of _________ (Your Subject Name). His emphasis on dedication to work and his valuable and practical insights of life are some of the major highlights of my education at The University _________.

DECLARATION

I [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for the academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

Signed __________________ Date _________________

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

CHAPTER 5 ANALYSIS1

5.1 ITIL as a business process management1

5.2 Information Technology Service Management (ITSM)3

5.3 Adopting ITIL Change Management in JWKDS foods4

5.4 ITIL in Context of JWKDS foods5

5.4.1 Possible incidents in the implementation of ITIL6

5.4.2 Significance of problem management for ITIL implementation in JWKDS7

5.4.3 The role of release management in ITIL implementation7

5.4.4 The role of configuration management in ITIL implementation inn JWKDS foods8

5.5 Things to manage for ensuring effective implementation of ITIL in JWKDS foods9

5.5.1 Culture and communication management in the JWKDS9

5.5.2 Management of resistance in JWKDS10

5.6 Adaptation of ITIL change management in JWKDS foods11

5.6.1 Increase in business value for JWKDS12

5.5.2 A step towards kaizen in JWKDS13

CHAPTER 6 CONCLUSIONS AND RECOMMENDATIONS14

5.1 Recommendations for JWKDS foods14

5.1.1 Management review on regular basis14

5.2 Conclusions15

REFERENCES19

CHAPTER 5 ANALYSIS

The previous chapter, i.e. chapter 4 primary research, had discussed the results of the primary research conducted in JWKDS foods, analyzed the problem at JWKDS foods, and presented a solution. This chapter would discuss and analyze the findings of the previous chapter and make an analysis of the research findings.

5.1 ITIL as a business process management

Bouckaert & Halligan (2007, 41) had described that business process management is a discipline of analyzing and optimizing processes, which is a crucial element for success. Process management can be achieved by leveraging an industry best practice, such as ITIL. The idea of business process management was introduced in the 1990's as technology became an enabler for process management and organizations no longer saw IT as a back-office burden. It was at this time that the approaches for managing business processes started to develop. Information technology became vital for organizations when it became important in process management, which is when Enterprise Resource Planning emerged and often resulted in cookie-cutter business processes. Business process management was the start of a closer working relationship between business process designers and IT.

In the opinion of Blazey (2009, 68), since the 1990s, the increase in globalization and technological advances has lead to a fast-paced and fierce competition in the business environment. One idea after another emerged that generated excitement in management, such as total quality management, business process reengineering, six sigma, and ITIL. Most of these management ideas built upon one another, such as total quality management in the 1980s, business processes reengineering ...