dc.description.abstract |
Service delivery improvement and continual management are crucial for three
reasons, value achievement of Information Communication Technology (ICT)
service, ICT service continuity, and ICT services support of the core business in the
organization. Edge systems company required a centralized platform to document all
ICT service management processes and use the data retrieve reports to aid in decision
making; Eliminate the inefficiencies of the manual ICT service management process
and identification for the areas that will ICT service continuous improvement.
Therefore, there is a need to develop a platform SKMS that will facilitate the adoption
of ITIL. The study sought to design and develop a service knowledge management
system prototype model for Edge System Company an ICT service delivery entity
with the view to ensure optimal and improved ICT service is provided. The objectives
of the study were: influence of ITIL in ICT service delivery at edge systems; establish
the level of user acceptance of ITIL in ICT service delivery at edge systems;
determine the effect of the service management process (including plan-do-check-act)
in ICT service delivery at edges systems; design and development of a service
knowledge management system (SKMS) in reference to ITIL for ICT service delivery
at edge systems. A qualitative and quantitative research approach was adopted. The
non-probability sampling procedure was used to draw 98 respondents from a
population of 327 staff comprising of edge systems customer care, ICT support, ICT
implementation personnel, account managers, sales agents, ICT staff of the client
resolution health. The study adopted an online questionnaire the monkey survey and
interviews for requirements gathering. Descriptive and thematic analysis methods
were used in data analysis where evolutionary prototyping methodology was adopted
in developing the system. The SKMS was running on an Android mobile platform.
The study established once the service delivery improved there was a value-add to the
ICT service. There was a notable 75% improvement in ICT service; the level of user
acceptance of the services improved by 73.2%; ICT support toward the business was
enhanced by 50% and Plan – Do –Check – Act of ICT services offered improved the
service delivery by 80%. There was a notable influence of ITIL in ICT service
delivery when the respondents indicated their delight to be able to refer to
documented changes and incidences for insight where need be. The study concluded
that to improve ICT service delivery and ICT service continuity management, there
needs to be a continuous evolution of the ICT service to meet end-user needs and
continuous end-user interactions with the ICT vendor. The study recommends the use
of mobile applications for ICT service management to ensure end-user interaction,
documentation on improved ICT service provision. |
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