ITIL V4 Implementation for Improving IT Service Quality: A Case Study at XYZ Company
DOI:
https://doi.org/10.59261/jequi.v8i2.277Keywords:
ITIL, IT Incident Report, IT Service Management, IT Service Desk, DMAICAbstract
Background: Information systems are core components impacting the continuity of organizational leadership and management, especially for organizations whose daily operational activities rely heavily on technology. The performance of IT services needs to be measured in a systematic and reliable way so that these services can always meet the expectations of users.
Objectives: This study aims to measure and improve the effectiveness and process improvement of IT Service Desk and IT End User Computing units through the implementation of ITIL 4.
Methods: Qualitative case study using the DMAIC (Define, Measure, Analyze, Improve, Control) framework. The data collection methods employed for this phase consisted of primary sources (structured interviews with 100 respondents at 4 different divisions as well as direct field observations) and secondary sources (operational reports from ServiceNow ticketing system, service delivery, roles and assessment tools spanning January–December 2023). The methodology functions as a never-ending improvement loop. ITIL 4 practices are adopted in parallel to strengthen service management maturity and operational efficiency.
Results: We present three frameworks that together provide a structured approach to designing, identifying gaps in, and improving aspects of service delivery processes. Findings show that ITIL-led initiatives have a positive impact on resolving Incidents faster, moving IT Service Desk maturity from Level 4 to Level 5 at "Fully Comply" for the Purpose/Content.
Conclusion: The study highlights that aligning IT services with business objectives, strengthening governance structures, and developing a sustainable improvement culture within the organization are of strategic value for companies.
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