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ITIL: Implementation and Service Management Best Practices in Malaysian Academic Libraries

Author

Listed:
  • ZAINAB AJAB MOHIDEEN

    (University of Malaya, Kuala Lumpur, Malaysia)

  • KIRAN KAUR

    (University of Malaya, Kuala Lumpur, Malaysia)

  • SUKMAWATI MUHAMAD

    (University Science Malaysia, George Town, Malaysia)

  • NOOR AZLINDA WAN JAN

    (University Science Malaysia, George Town, Malaysia)

  • A BASHEER AHAMADHU

    (University of Malaya, Kuala Lumpur, Malaysia)

Abstract

An organization which delivers Information Technology (IT) services to the customers reflects the presence of an existing framework within the services. The IT services indicate the presence of IT systems in an organization. The delivered IT systems and services indicate the presence of Information Technology Service Management (ITSM) within an organization. This study is conducted in Malaysian academic libraries. The library is the knowledge servicing department in a higher learning institution. The library serves the knowledge in the form of digital services. Hence, the IT implementation and service management in the library have increased the system usage over the years. The Information Technology Infrastructure Library (ITIL) framework is adopted for IT governance and ITSM to fill the gap of digital information services. There are two main IT services in the library, which are the digital information and IT infrastructure. These services are aligned with existing standardization of IT service in the library.

Suggested Citation

  • Zainab Ajab Mohideen & Kiran Kaur & Sukmawati Muhamad & Noor Azlinda Wan Jan & A Basheer Ahamadhu, 2017. "ITIL: Implementation and Service Management Best Practices in Malaysian Academic Libraries," International Journal of Technology and Engineering Studies, PROF.IR.DR.Mohid Jailani Mohd Nor, vol. 3(2), pages 65-73.
    • Handle: RePEc:apa:ijtess:2017:p:65-73
    DOI: 10.20469/ijtes.3.40004-2
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    References listed on IDEAS

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    1. Christine Lourrine S. Tablatin & Frederick F. Patacsil & Paulo V. Cenas, 2016. "Design and development of an information technology fundamentals multimedia courseware for dynamic learning environment," Journal of Advances in Technology and Engineering Research, A/Professor Akbar A. Khatibi, vol. 2(6), pages 202-210.
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    Cited by:

    1. Jittima Thisuwan & Kanjanawadee Prasittisa & Parama Kwangmuang, 2017. "The Framework Of Learning Innovation To Enhance Knowledge Construction And Scientific Thinking For Students In Basic Education," International Journal of Applied and Physical Sciences, Dr K.Vivehananthan, vol. 3(3), pages 68-74.
    2. M. El Amrousi & Fida Isam Abdul Hafiz, 2017. "Applications of Technology in Design Disciplines: Perforated Screens and Ornament, the Impact of Digitization in Higher Education," International Journal of Technology and Engineering Studies, PROF.IR.DR.Mohid Jailani Mohd Nor, vol. 3(6), pages 236-244.

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