| Summary: | Submitted in partial fulfilment of the requirements for the Master Technology: Quality in the Faculty of Engineering === The adoption of best practice methodologies within Information
Communication Technology (ICT) departments, are on the increase in
order to bring about quality in their day-to-day activities. Computer and
Telecommunication Services (CTS) is the ICT department within Cape
Peninsula University of Technology (CPUT), and is in no way exempted
from this. CTS adopted ITIL (Information Technology Infrastructure
Library) as an Information Technology Service Management (ITSM) best
practice framework for service support and service delivery.CTS implemented a Service Desk function, Incident Management process,
Change Management process, Information Technology Service Continuity
process, and elements of other ITSM process. ICT organisations adopt an
ad hoc approach in applying continuous process improvement
mechanisms in the day-to-day operation of service support and service
delivery processes and functions resulting in poor service support and
service delivery.The primary research objectives are to identify the best practice principles
and guidelines (i.e. IT, Quality, Project Management, etc.) adopted by
CTS, to assist in establishing the gaps between the current status of these
processes and the desired state. Further, to determine the elements or
component parts of the proposed continuous process improvement
mechanisms, to demonstrate the effectiveness of the implementation of
such mechanisms, and to define metrics for proving measurable
improvements to the processes.The adoption of continuous process improvement mechanisms will assist
in mapping ITSM with other best practice methodologies (i.e. Quality and
Project Management). A qualitative method will be used to review the
existing processes and/or functions and highlight evidence of adherence
to best practice methodologies. A quantitative method will be used to collect data from the CTS Service Desk and to conduct user surveys to
determine current levels of service. These results will underline the
elements and component parts needed for continuous process
improvement.
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