Prozessmanagement in der IT: Analyse der ITSM-Prozesse und Gegenüberstellung von Frameworks für die Optimierung mit Fokus auf ITIL 4.0

: (am Beispiel der VFI GmbH)

Abstract

This thesis deals with process management in IT service management, carries out a process analysis and presents reference models in more detail. Data from the company VFI GmbH is used. VFI GmbH is an Austrian family business with several locations that produces edible oils and fats. The motivation for writing this paper is the urge to improve the IT service management processes in the company, as the complexity of the demands on the IT department has increased significantly due to internationalisation, which is why optimization measures are necessary. At the beginning, a brief insight is given into process management in IT, the role of IT service management and the steps involved in implementing process management. Then the analysis of processes is described and carried out using the example of VFI GmbH. The maturity levels of the organisation and of three IT service management processes (dispatching, processing service requests, managing incidents) are determined and all IT employees are asked about their satisfaction. The survey is a full survey that is conducted using an online questionnaire containing both open and closed questions on collaboration, communication and experiences with reference models. The reference models ISO/IEC 20000-1 2018, COBIT 2019 and ITIL 4.0 are then described and compared with each other. Furthermore, the implementation of the ITIL 4.0 framework at VFI GmbH for process optimisation is explained. In order to measure the optimisation, a quantitative data analysis of the service desk ticket data is carried out. The data is divided into two groups - before and after the introduction of ITIL 4.0 - and categorised into three categories: Incident, Service Request and Change Request. For each category, it is tested whether a significant difference can be determined between the average resolution time of the service desk tickets before and after the ITIL 4.0 implementation. Finally, the results of the data analysis are compared with those of two case studies on ITIL 4.0. The result shows that the introduction of ITIL 4.0 means an improvement in ITSM processes. It also shows that employee satisfaction and cooperation within the department and the organisation should be improved.

Date of Award	2024
Original language	German (Austria)
Supervisor	Christina Feilmayr (Supervisor)