Optimizing IT Services Quality: Implementing ITIL for Enhanced IT Service Management

Information Technology (IT) is essential to support the operational operation of a company or organization. As a result, IT management and related services are becoming more critical. The best practices for managing IT services in a company are IT Service Management (ITSM) standards and frameworks. Although ITIL is a de facto standard of ITSM, its implementation can be challenging. This study aims to comprehensively understand and implement successful Information Technology Service Management (ITSM) using the ITIL framework. The study seeks to identify the processes commonly used in service management, the challenges, and the benefits perceived by the organization in implementing ITIL. ITIL is used to successfully align organizational and IT objectives. The most challenging aspects of ITIL implementation are adaptability and flexibility. The study identified incident management, change management, and problem management as commonly used ITIL processes. ITIL improves business processes by providing a framework for monitoring and evaluating the organization's business processes.