Implementation and Impacts of ITIL Service Operation Within The Telecommunication Industry
DOI:
https://doi.org/10.55123/ijisit.v1i1.22Keywords:
ITIL, Service Operation, Telecommunication, Maturity Level, ITSMAbstract
The rapid development of technology has significantly altered the human mindset in performing daily activities, one of which is the utilization of information technology services. In Indonesia, the utilization of information technology has become a widespread and vital necessity, prompting both the government and private enterprises to implement and develop their information technology services. The aim of using information technology is to shorten the time and distance between entrepreneurs and customers. To achieve this goal, Information Technology Service Management (ITSM) is needed, especially in the telecommunication industry. A literature review, which studies several case studies, is crucial to further understand the effectiveness of ITSM itself. Based on that perspective in mind, this research focuses on the role of ITSM and ways that the industry uses to determine its level of performance. This research shows that the most used method in the industry is by using maturity level models. Additionally, it is found that utilizing ITSM, especially in service operation, helps telecommunication industry to keep their competitive advantage in the market. With this research, it is hoped that it will serve as a reference for certain industries, especially the telecommunications industry.
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