Thesis itil

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The City of Atlanta is actively pursuing tools and techniques to aggressively progress their ITIL Maturity level to achieve world-class performance in IT service delivery. Currently, a methodology to accurately forecast demand management to predict future workload does not exist. This added capability will ensure more accurate staffing forecasts against service targets. Although ITIL is well-known worldwide, little academic research has been published to date about the impact of low priority service requests impact on IT service delivery.
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N2 - Information technology IT has become ubiquitous over the last three decades, underpinning every aspect of daily activity. In parallel, the provision of information technology has become increasingly more service-oriented, necessitating the managed delivery of cost-effective services. During that time, one information technology service management ITSM framework, the Information Technology Infrastructure Library ITIL , has emerged to become widely accepted as the predominant best practice framework. This includes within the education sector where there has been a significant and sustained investment in technology since the mids. Despite this investment and the increasing adoption of best practice frameworks such as ITIL, national assessment of information and communication technology literacy ICTL over the last decade has not demonstrated a marked improvement. Whilst there is research into the acceptance and use of technology by teachers in schools, little academic research has been conducted into ITIL implementations in small and medium enterprises SME , particularly in the education sector.
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