“IT SERVICE MANAGEMENT SYSTEM FOR CENTRAL BANK OF SUDAN”
International Journal of Managing Information
Technology (IJMIT)
ISSN:0975-5586(Online);0975-5926(Print)
“IT SERVICE MANAGEMENT SYSTEM FOR CENTRAL BANK OF
SUDAN”
Elshimaa Badr Eldin Hago1 Maria Emmalyn Asuncion De
Vigal Capuno2 And Salah Hassan Malik Ali3
Faculty of Information Technology, Future
University Sudan, Khartoum, Sudan
ABSTRACT
IT Service Management System is an application to
implement and manage Information Technology Infrastructure Library (ITIL) best
practices framework. This framework aims to align the IT services with the business needs by insuring the quality of
services provided to business. This IT service Management system links people, processes and technology
within the Central Bank of Sudan as the main site of the project. The Central Bank of Sudan is the main bank
that governs Sudan's banks rules and regulations. The bank was formed in 1960
with headquarters located in the Khartoum capital of Sudan in addition to
eighteen (18) branches spread throughout the country. The Information
Technology Administration within the Central Bank of Sudan manage and operate
the IT infrastructure that host and support all systems that used internally and
for external banks. The objective of this study focused on finding IT service
management system that can support international IT service management platform
that can apply ITIL standard processes like Incident Management, Service Request
Management, Problem Management, Change Request Management, Configuration
Management Database and Knowledge Management. The methodology used in this
system is the Rapid Application Development (RAD), a condensed development
process that produces a high quality system with low investment costs. The
proposed system went through to alpha, beta and acceptability tests by IT
development team first and second line of support agents to ensure proper
module functionality with favorable results. The study concluded in align
services provided by the Information system department with business need through
manageable and controllable standard. As a recommendation, the system should be
implemented at the Central Bank of Sudan. More integrations and benchmarking
must be done to ensure modules functionalities and higher security. The system
can be the first step to take ISO20000 certificate as it covers many of
IS020000 requirements.
KEYWORDS
IT Service Management System, Information
Technology Infrastructure Library, Rapid Application
Development Methodology, Change Management
ORIGINAL SOURCE URL : http://aircconline.com/ijmit/V11N2/11219ijmit01.pdf
Comments
Post a Comment