First Advisor

Likarish, Daniel M.

College

College for Professional Studies

Degree Name

MS Computer and Information Technology

School

School of Computer & Information Science

Document Type

Thesis - Open Access

Number of Pages

161 pages

Abstract

Implementation of IT Service Management (ITSM) processes as prescribed by the Information Technology Infrastructure Library (ITIL) or in Microsoft Operation of Framework (MOF) can be a difficult undertaking. The Regis University Networking Lab Practicum (NLP) has opted to align its current IT Management methodology with the current best practices employed by other organizations. An initial analysis in the form of an executive overview was conducted in order to substantiate the benefits of IT Service Management and to determine the implementation feasibility in an organization comprised mainly of transient IT personnel. The impetus for the transition away from business as usual in major companies and corporations was directly correlated to the lack of consumer confidence brought about by recent corporate scandals. Due to the extensive nature of the unscrupulous behavior of corporate executives, Congress was forced to enact new legislation to stem the tide of malfeasance. The new legislation took the form of the Sarbanes-Oxley Act of 2002. This act contained numerous provisions that dictate increased verifiable and auditable financial disclosures that reflect the status of operations in a real-time mode. In order to comply with this new regulation, IT systems needed to become much more reliable. IT Service Management provides the necessary processes to comply with the new demands of the changing business environment. Conversely, these processes and procedures are new to most corporations in the domestic market and thus there were very few American case studies to substantiate the benefits of IT Service Management. This thesis attempts to clarify the numerous interrelated processes recommended by IT Service Management through the use of research, nomenclature, and templates. The templates are in the form of flowcharts that visually identify important issues and concerns that are brought to the attention of the middle managers of the Networking Lab Practicum. With this new correlated documentation fellow students can map out a future course of action that will lead to the full implementation of ITSM for Regis University.

Date of Award

Summer 2006

Location (Creation)

Colorado (state); Denver (county); Denver (inhabited place)

Rights Statement

All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.

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