Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim

Problem Management (PM) is one of the components in the Information Technology Infrastructure Library (ITIL) Service Support area. The primary focus of Problem Management is to identify causes of service issues and commission corrective work to prevent recurrences. To address this practice and make...

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Main Author: Abdul Rahim, Abdul Jalil
Format: Thesis
Language:English
Published: 2017
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/66057/1/66057.pdf
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spelling my-uitm-ir.660572022-09-13T07:46:33Z Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim 2017 Abdul Rahim, Abdul Jalil Electronic data processing. Information technology. Knowledge economy. Including artificial intelligence and knowledge management Problem solving Problem Management (PM) is one of the components in the Information Technology Infrastructure Library (ITIL) Service Support area. The primary focus of Problem Management is to identify causes of service issues and commission corrective work to prevent recurrences. To address this practice and make it more effective, the project tends to identify the specific Key Performance Indicator (KPI) for Problem Management process in Mesiniaga Berhad. The identification of Problem Management KPI is based on the previous research which is using ITIL as a framework. The interview session has been conducted in Mesiniaga with Problem Manager working at that company with more than 10 years' experience in Problem Management process. The method of interview is using qualitative approach which is using the design question with the lists of KPI. The expert will select or decide which KPI are related with the current report in Mesiniaga. The result showed that 6 KPIs are related and come out with analysis on how the outcome of KPI behaviour matched with the Incident report in Mesiniaga. To enhance on how the identification of KPI, instead of using manual to capture the Problem Management KPI, the automation of selected KPI from Incident to Problem Management can be implement in the systems. Most technology are intelligent enough for data analytic to decide which suitable KPI of Problem Management follow the current business and client environment. 2017 Thesis https://ir.uitm.edu.my/id/eprint/66057/ https://ir.uitm.edu.my/id/eprint/66057/1/66057.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Sciences Taslim, Jamaliah
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
advisor Taslim, Jamaliah
topic Electronic data processing
Information technology
Knowledge economy
Including artificial intelligence and knowledge management
Problem solving
spellingShingle Electronic data processing
Information technology
Knowledge economy
Including artificial intelligence and knowledge management
Problem solving
Abdul Rahim, Abdul Jalil
Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim
description Problem Management (PM) is one of the components in the Information Technology Infrastructure Library (ITIL) Service Support area. The primary focus of Problem Management is to identify causes of service issues and commission corrective work to prevent recurrences. To address this practice and make it more effective, the project tends to identify the specific Key Performance Indicator (KPI) for Problem Management process in Mesiniaga Berhad. The identification of Problem Management KPI is based on the previous research which is using ITIL as a framework. The interview session has been conducted in Mesiniaga with Problem Manager working at that company with more than 10 years' experience in Problem Management process. The method of interview is using qualitative approach which is using the design question with the lists of KPI. The expert will select or decide which KPI are related with the current report in Mesiniaga. The result showed that 6 KPIs are related and come out with analysis on how the outcome of KPI behaviour matched with the Incident report in Mesiniaga. To enhance on how the identification of KPI, instead of using manual to capture the Problem Management KPI, the automation of selected KPI from Incident to Problem Management can be implement in the systems. Most technology are intelligent enough for data analytic to decide which suitable KPI of Problem Management follow the current business and client environment.
format Thesis
qualification_level Master's degree
author Abdul Rahim, Abdul Jalil
author_facet Abdul Rahim, Abdul Jalil
author_sort Abdul Rahim, Abdul Jalil
title Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim
title_short Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim
title_full Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim
title_fullStr Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim
title_full_unstemmed Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim
title_sort applying itil framework to analyze problem management’s kpi: a case study of mesiniaga berhad / abdul jalil abdul rahim
granting_institution Universiti Teknologi MARA (UiTM)
granting_department Faculty of Computer and Mathematical Sciences
publishDate 2017
url https://ir.uitm.edu.my/id/eprint/66057/1/66057.pdf
_version_ 1783735600430448640