There are more requirements for business to be able to run its operations successfully in terms of legal compliance and revenue streams optimisations. Businesses are placing high demands on Information and Communication Technology (ICT) to adapt to changing conditions. However, ICT organisations tasked with providing increased service levels at lower costs do not have the resources to reinvent itself with every technological or regulatory change. Without frameworks in place to leverage automation and best practices, these ICT, organisations are consumed with the day-to-day operations of ICT with little time and few resources left to develop new services that add value to the business. There is, therefore, a definite requirement for a central repository
system in order to enhance ICT service delivery and strategy for continuing to improve service, lowering per-service delivery costs and enabling ICT organisations to bring new services that support competitive advantages. The company of choice in the study is Sentech, which has recently adopted some of the Information Technology Infrastructure Library (ITIL) processes; these are service desk, incident management, and change management. The company is still in the middle of deciding on whether to implement the configuration management process which will eventually lead to Configuration Management Database (CMDB). This study attempted to indicate the role and the importance of running the CMDB together with the rest of other ITI L processes. The study also indicated how the other processes cannot function effectively without a proper CMDB platform. The primary objective of the study was to identify the importance and the role of CMDB in an ICT environment. The organisation implemented a number of processes such as configuration and change management. To be successful with using the ITIL change management process, it is important that the people, processes, and technologies work together in a coordinated manner to overcome the political roadblocks that usually inhibit cooperation between groups in the same organisation. The study has indicated that the current ITIL processes, such as change management are not achieving the required results due to a lack of proper CMDB. General recommendations on the implementation of the CMOB based on the study were:
•Get executive and Board of Directors' support on the implementation of CMOB.
•The organisation needs to redefine the role of the General Manager - ICT to a more appropriate role of Chief Information Officer reporting directly to the board.
•The organisation must define detailed business processes and procedures.
•The organisation must set a clear scope of the CMOB.
•The relevant stakeholders on the CMOB must be identified .
•A full state of the current ICT processes must be determined.
•The business case on the CMOS must be formulated and documented.
•Set goals on what the CMOB will have to achieve.
•The organisation must create a plan on the implementation of the CMOB.
•Identify responsibilities on maintaining the CMOS.
•Create awareness within the organisation around CMOB.
•Training on CMOB must be offered to the personnel.
•The organisation must baseline all ICT assets.
•Plan for ongoing management of the CMOB.
It is believed that the objective of the study has been met. From the investigation, it has been clear that there is a dire need for an implementation of a central repository system like the CMOS to support other service delivery and support processes. If the recommendations are implemented within Sentech, the company will secure a more effective and efficient service delivery on the ICT platform. Furthermore, Sentech can become an ICT leader and gain a competitive advantage over its fellow competitors. / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nwu/oai:dspace.nwu.ac.za:10394/4769 |
| Date | January 2009 |
| Creators | Medupe, Tsietsi Jacob |
| Publisher | North-West University |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
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