Evaluation of Effective IT Service
Operation In Service-Based
Organizations in Ghana Using ITIL V3
Framework

Evaluation of Effective IT Service
Operation In Service-Based
Organizations in Ghana Using ITIL V3
Framework

FREDERICK AMUZU

This research work sought to perform an evaluation of how effective IT Service Operation plays out in service-based organizations in Ghana using Information Technology Infrastructure Library (ITIL) version 3 framework. The main objective was to understand the maturity level of IT Service Operation adopted and the derived benefits among the service-based organizations in Ghana. The research results in the final analysis suggested that there is a positive correlation between the maturity level of ITIL v3 implemented and the derived benefits of IT Service Operations. Additionally, the effectiveness of IT Service Operation was evaluated and the results statistically showed that the effectiveness of the IT Service Operation was largely dependent on ITIL v3 processes adopted and the constitution of a Service Desk team that are highly skilled and well tooled to perform their functions within a monitored service level agreements

Msc. Management Information System

Ghana Technology University college

January 2017

DOMINIC K. LOUIS