Enhancing Educational Services Operations: A Literature Review and Analysis Using the ITIL V3 Framework
DOI:
https://doi.org/10.55123/ijisit.v2i1.32Keywords:
ITIL, Service Operation, Education, Efficiency, User SatisfactionAbstract
The integration of service operations, particularly within the framework of ITIL into educational services offers numerous benefits such as enhanced efficiency and optimized resource utilization. ITIL V3, a widely adopted framework, facilitates effective IT service management by aligning processes with customer needs. So by using a systematic and explicit method when reviewing articles or all existing sources will minimize bias, so that the data can be trusted and it can be used to draw a conclusion. This research investigates both the advantages and challenges of implementing service operations within educational institutions, aiming to improve efficiency and leverage technology for better learning experiences. Managing key service operation processes like event management, incident management, and access control, along with aligning IT strategies, pose additional hurdles. ITIL’s structured approach helps education institution deliver better IT services. However, education institution might face challenges like limited staff, complicated ITIL processes, and aligning tech with education. Overall, the study shows that good IT service management is important for education institution to properly use technology for learning. Education institution should also keep improving their IT operations to make sure these services are always effective.
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