We conduct dissertations on the investigation of routines, models and systems on how companies and organizations should use IT operations. One of the systems is ITIL (Information Technology Infrastructure Library). As we do research on, how it works in practice in the workplace and whether there is a difference between companies. There are others such as Devops (Software development and IT operation), Agil, Scrum, ISO / IEC standards, Practical guide for policy analysis etc.
Today, there are many different established methods, standards, models and routines for how companies and organizations should use IT operations. There are many systems that are process oriented for how companies and organizations conduct IT operations and support. One of the systems is ITIL (Information Technology Infrastructure Library). ITIL consists of five books that together form a framework for how to conduct management, operation and support in a process oriented manner.
This thesis is based on a study of how ITIL is structured and how relevant it is today through research / interviews with various organizations that have adopted the framework specifically for ITIL's sub-processes problem management, access management and incident management. If it is experienced positively and is adaptable where previous surveys show that the implementation of ITIL has not fully worked on operations.
We have investigated and focused more closely on some of ITIL's sub-processes Access, Problem and Incident Management. The ITIL framework that a collection of best practices can use during the implementation of IT operations. According to the results, ITIL has quite a large impact on the various operations. The effect it has on the operations is that after adapting this framework, the operations could have a better, more efficient and structured way of working.
The framework is useful and helpful for the businesses as they do not have to invent their own methods or processes to get started, but they have the framework as method support, and they can work effectively. ITIL is too complex, and the organizations cannot make full use of the framework and more knowledge and time is needed to be able to complete the implementation of the framework, but this is also a resource issue for many organizations. However, you have your own solutions for the parts that you have not chosen to implement from the framework, which benefits the organization based on their needs. It is simply considered and said that we are satisfied with these parts and do not need to bother our staff or the business with implementing other parts.