Designing Implementation Guideline For Information Technology Infrastructure Library (itil) Framework Processes The Case Of Commercial Bank Of Ethiopia

Many organizations that decide to implement Information Technology Infrastructure Libraryrn(ITIL) framework fail completely or keep implementing long after the planned deadline. This isrnbecause there is no clear guideline for implementing ITIL framework. The purpose of this studyrnis to propose such a guideline based on the result of a maturity level assessment of the existingrnand desired ITSM practices of Commercial Bank of Ethiopia (CBE) against ITIL framework.rnFor this purpose, a design science research methodology is followed. The result of the maturityrnlevel assessment indicated that out of twenty six ITIL processes in scope, twenty four (92% ofrnITIL processes) was rated between Level 0 (Non-Existent) and Level 1 (Initial) stages and thernrest two processes achieved a maturity level between Level 1 (initial) and Level 2 (Repeatable)rnstage which is also very low or Initial process stage. The result of the perceived importance ofrnITIL processes in CBE indicated that from the total of twenty six processes in scope, ninernprocesses were categorized in to “Very Important” stage.rnAccordingly, an implementation guideline is proposed for those highly prioritized processesrnusing ITIL framework literature as template and then being modified according to the needs andrncontexts of CBE. The implementation guideline includes the objective, scope, major activities,rnflowchart including description and metrics of each of the processes under the guideline.rnDemonstration is done through proof of concept on specific three processes. Evaluation is alsornconducted through comparing the objective of a solution to actual observed results from use ofrnthe artifact in the demonstration and using expert validation through focus group discussion.rnConsequently, the guideline is redesigned using the expert’s feedback. Absence of detailedrnworkflows policies and procedures was a major challenge. The study concludes by presentingrnfuture study areas, with the need to focus mainly in defining major activities of ITIL frameworkrnusing RACI (Responsible, Accountable, Consulted and Informed) matrix, explore the impact ofrnITIL framework implementation in organizations and design performance measurement metricsrnor framework, explore the concept of cloud computing in relation to ITIL.

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