Iranian Journal of Information Processing & Management (Mar 2020)
and Best Practices of Information Technology Infrastructure Library Case Study: Kermanshah Electric Power Distribution Company
Abstract
Strategic planning of information technology is one of the concerns for new organizations. This paper is the result of a research project in the field of IT strategic planning in Kermanshah Electric Power Distribution Company. Based on the common view of all strategic planning models, one of the important steps is to determine the status of the organization in the area in question. Given the notification of upstream documents, such as the Tavanir Information Technology perspective document and the e-government document that are necessary to implement, as well as governance approach in this documents, this approach in the service sector, has used as Kermanshah Electric Power Distribution Company vision. Based on the vision, Capability Maturity Model Integration and Information Technology Infrastructure Library best practices have been used to determine the current statues. To achieve the purpose of the article, four phases are considered: in first phase that is the same phase of recognition, business processes is recognized. The second phase is the matching of business processes with standard processes of Information Technology Infrastructure Library. For this purpose, initially, business processes were examined form the standpoint of information architecture and then the match was done by conducting specialized interview based on the process. In the next phase, organizational maturity is determined in two ways. In the first method, initially, descriptive phrases are determined by extracting the features of ITIL best practices and delivered to process officials in the form of 27 questionnaires for 27 processes. In the second method that has the standard questionnaire, the questionnaire is completed for all of ITIL process. The results of examining the existing situation using best practices as well as standard processes of maturity model indicate the maturity level of the processes based on the percentage and provides the ability to compare the two methods. In addition, based on a comparative analysis of these two methods, the weaknesses and strengths of the organizational processes adapted to the processes of the Information Technology Infrastructure Library were determined, and some recommendations and suggestions for future research in this area were presented. The results show that service desk, event management, request fulfilment, configuration management, and contractor management processes as organizational strengths and change management, knowledge management, information security management, release and deployment management processes as organizational weaknesses issues can be investigated and were not regularly seen in other processes such as service level management, demand management, capacity management.
