Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study
Information Technology or IT is a combination of technology itself and a collection of IT services that ensure the effective implementation of overall Information Technology in an organization. Like other services, Information Technology Service Management (ITSM) has become a global subject because...
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| Format: | Article |
| Language: | English |
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IEEE
2023-01-01
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| Series: | IEEE Access |
| Subjects: | |
| Online Access: | https://ieeexplore.ieee.org/document/10018341/ |
| _version_ | 1797945042290081792 |
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| author | Muhammad Imran Sarwar Qaiser Abbas Tahir Alyas Ali Alzahrani Turki Alghamdi Yazed Alsaawy |
| author_facet | Muhammad Imran Sarwar Qaiser Abbas Tahir Alyas Ali Alzahrani Turki Alghamdi Yazed Alsaawy |
| author_sort | Muhammad Imran Sarwar |
| collection | DOAJ |
| description | Information Technology or IT is a combination of technology itself and a collection of IT services that ensure the effective implementation of overall Information Technology in an organization. Like other services, Information Technology Service Management (ITSM) has become a global subject because managing IT is only possible through efficient and effective ITSM protocols. A well-implemented ITSM delivery system improves the quality of IT services, which eventually enhances the organization’s overall capacity and output. Public service delivery is closely dependent on the quality IT services that can be acquired through ITSM. This research study reviews some of the established ITSM standards and frameworks like FitSM, ITIL, CobiT, and ISO/IEC 20000 and proposes a most suitable and sustainable tool and its implementation roadmap for the digital transformation of public sector governance. For this pilot study, a public sector organization (PSO) working under the Government of Punjab (GoPb) was selected. This study focuses on an important area that has not yet been adequately addressed, where ITSM delivery can produce tremendous results. This study contributes to academics and researchers since it discusses the selection and implementation of a service management system (SMS) for a PSO while focusing on its needs, requirements, and available resources. In general, the qualitative analysis methodology is used in this research study, and specifically, it can be identified as applied research. The data is collected through a questionnaire, and the results are shown and discussed in the later sections. |
| first_indexed | 2024-04-10T20:49:05Z |
| format | Article |
| id | doaj.art-61a7a0d3ef11485498f59b0b8725df96 |
| institution | Directory Open Access Journal |
| issn | 2169-3536 |
| language | English |
| last_indexed | 2024-04-10T20:49:05Z |
| publishDate | 2023-01-01 |
| publisher | IEEE |
| record_format | Article |
| series | IEEE Access |
| spelling | doaj.art-61a7a0d3ef11485498f59b0b8725df962023-01-24T00:00:56ZengIEEEIEEE Access2169-35362023-01-01116490651210.1109/ACCESS.2023.323755010018341Digital Transformation of Public Sector Governance With IT Service Management–A Pilot StudyMuhammad Imran Sarwar0https://orcid.org/0000-0003-2750-1297Qaiser Abbas1https://orcid.org/0000-0003-1870-0884Tahir Alyas2https://orcid.org/0000-0003-0938-3127Ali Alzahrani3https://orcid.org/0000-0003-3970-9239Turki Alghamdi4https://orcid.org/0000-0001-5286-1863Yazed Alsaawy5Department of Computer Science & IT, The Superior University, Lahore, Lahore, PakistanFaculty of Computer and Information Systems, Islamic University of Madinah, Medina, Saudi ArabiaDepartment of Computer Science, Lahore Garrison University, Lahore, PakistanFaculty of Computer and Information Systems, Islamic University of Madinah, Medina, Saudi ArabiaFaculty of Computer and Information Systems, Islamic University of Madinah, Medina, Saudi ArabiaFaculty of Computer and Information Systems, Islamic University of Madinah, Medina, Saudi ArabiaInformation Technology or IT is a combination of technology itself and a collection of IT services that ensure the effective implementation of overall Information Technology in an organization. Like other services, Information Technology Service Management (ITSM) has become a global subject because managing IT is only possible through efficient and effective ITSM protocols. A well-implemented ITSM delivery system improves the quality of IT services, which eventually enhances the organization’s overall capacity and output. Public service delivery is closely dependent on the quality IT services that can be acquired through ITSM. This research study reviews some of the established ITSM standards and frameworks like FitSM, ITIL, CobiT, and ISO/IEC 20000 and proposes a most suitable and sustainable tool and its implementation roadmap for the digital transformation of public sector governance. For this pilot study, a public sector organization (PSO) working under the Government of Punjab (GoPb) was selected. This study focuses on an important area that has not yet been adequately addressed, where ITSM delivery can produce tremendous results. This study contributes to academics and researchers since it discusses the selection and implementation of a service management system (SMS) for a PSO while focusing on its needs, requirements, and available resources. In general, the qualitative analysis methodology is used in this research study, and specifically, it can be identified as applied research. The data is collected through a questionnaire, and the results are shown and discussed in the later sections.https://ieeexplore.ieee.org/document/10018341/CobiTFitSMISO/IEC 20000IT service managementITILITSM in PSOs |
| spellingShingle | Muhammad Imran Sarwar Qaiser Abbas Tahir Alyas Ali Alzahrani Turki Alghamdi Yazed Alsaawy Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study IEEE Access CobiT FitSM ISO/IEC 20000 IT service management ITIL ITSM in PSOs |
| title | Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study |
| title_full | Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study |
| title_fullStr | Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study |
| title_full_unstemmed | Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study |
| title_short | Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study |
| title_sort | digital transformation of public sector governance with it service management x2013 a pilot study |
| topic | CobiT FitSM ISO/IEC 20000 IT service management ITIL ITSM in PSOs |
| url | https://ieeexplore.ieee.org/document/10018341/ |
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