Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria

This research paper aims to evaluate the efficiency of the implementation IT Service Management System (ITSMS). To gather the information from the user and staff, this survey had conducted questionnaire sessions. The questionnaire had been distributed to 3 levels of people that are involved in this...

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Main Author:	Wan Zakaria, Wan Mohd Norazmizam
Format:	Thesis
Language:	English
Published:	2012
Subjects:	Information technology Information society
Online Access:	https://ir.uitm.edu.my/id/eprint/64276/1/64276.pdf
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id	my-uitm-ir.64276
record_format	uketd_dc
spelling	my-uitm-ir.642762022-09-05T13:45:27Z Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria 2012 Wan Zakaria, Wan Mohd Norazmizam Information technology. Information society This research paper aims to evaluate the efficiency of the implementation IT Service Management System (ITSMS). To gather the information from the user and staff, this survey had conducted questionnaire sessions. The questionnaire had been distributed to 3 levels of people that are involved in this system which is IT Service Division (ITSD) staff, IT Service Management System (ITSMS) person in charge including service desk personnel and manager of each specific module and user itself. Based on survey of 60 candidates which is 20 candidates for each level, this survey will have an assumption of the efficiency of IT Service Management System (ITSMS). The results would be useful for the Multimedia University IT Service Division (ITSD) in order to improve the services delivered to the users. Based on that result this survey can also identify the reason that is causing the Service Level Agreement (SLA) breach. After finalizing those issues I will come out with the recommendations that can be used to make the process of IT Service Management System (ITSMS) works smoothly and also easy for the user. At the same time it will help to avoid from the Service Level Agreement (SLA) breach. 2012 Thesis https://ir.uitm.edu.my/id/eprint/64276/ https://ir.uitm.edu.my/id/eprint/64276/1/64276.pdf text en public masters Universiti Teknologi MARA Faculty of Computer and Mathematical Sciences Mohd Ariffin, Nor Hapiza (Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohd Ariffin, Nor Hapiza (Dr.)
topic	Information technology Information society
spellingShingle	Information technology Information society Wan Zakaria, Wan Mohd Norazmizam Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria
description	This research paper aims to evaluate the efficiency of the implementation IT Service Management System (ITSMS). To gather the information from the user and staff, this survey had conducted questionnaire sessions. The questionnaire had been distributed to 3 levels of people that are involved in this system which is IT Service Division (ITSD) staff, IT Service Management System (ITSMS) person in charge including service desk personnel and manager of each specific module and user itself. Based on survey of 60 candidates which is 20 candidates for each level, this survey will have an assumption of the efficiency of IT Service Management System (ITSMS). The results would be useful for the Multimedia University IT Service Division (ITSD) in order to improve the services delivered to the users. Based on that result this survey can also identify the reason that is causing the Service Level Agreement (SLA) breach. After finalizing those issues I will come out with the recommendations that can be used to make the process of IT Service Management System (ITSMS) works smoothly and also easy for the user. At the same time it will help to avoid from the Service Level Agreement (SLA) breach.
format	Thesis
qualification_level	Master's degree
author	Wan Zakaria, Wan Mohd Norazmizam
author_facet	Wan Zakaria, Wan Mohd Norazmizam
author_sort	Wan Zakaria, Wan Mohd Norazmizam
title	Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria
title_short	Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria
title_full	Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria
title_fullStr	Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria
title_full_unstemmed	Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria
title_sort	efficiency of it service management system (itsms) implementation: a case study of multimedia university it service division / wan mohd norazmizam wan zakaria
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2012
url	https://ir.uitm.edu.my/id/eprint/64276/1/64276.pdf
_version_	1783735431948402688

Efficiency of IT Service Management System (ITSMS) implementation: a case study of Multimedia University IT service division / Wan Mohd Norazmizam Wan Zakaria

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