Analysis of Information Technology Service Management Using ITIL V3 Domain Service Operation at Company XYZ

Abstract

In today's dynamic landscape, the rapid evolution of information technology and the pursuit of excellent technological services have become universal aspirations. Organizations, institutions, and universities are increasingly relying on advanced technology to support their activities, streamline tasks, and enhance business processes. To align with current IT trends, enterprise organizations must adopt centralized methods that prioritize consumers' perspectives on IT services in the context of overall business objectives. XYZ Company exemplifies this approach, having implemented bespoke information technology solutions geared towards managing service activities and processing administrative data efficiently. The Service Operation phase, a crucial lifecycle component encompassing day-to-day IT service management operations, has been a focal point of XYZ Company's endeavors. The research, focusing on three pivotal processes-Event Management, Request Fulfillment, and Problem Management-reveals a pressing need to enhance hardware, software, and infrastructure to meet XYZ Company's evolving requirements for more effective operations. Moreover, the implementation of Standard Operating Procedures (SOP) and specialized modules for employees emerges as a critical necessity. These strategic enhancements are poised to augment efficiency, ensuring that employees can harness the full potential of information technology in their daily tasks. As XYZ Company navigates the evolving IT landscape, this research underscores the imperative to adapt hardware, software, and procedural frameworks to foster a more effective and streamlined work environment.