Abstract:
Sri Lanka Telecom PLC (SLT) is the pioneer Communication provider in Sri Lanka. To
manage the best services to customers of SLT, it deployed mask scale Information
Technology (IT) systems which maintained by IT group ofthe organization. Over Seven
Thousand employers are using these systems and they are the internal customers or users
of the IT group. SLT recently decided to improve these systems and the system
maintenance to minimize outage time to users by implementing Information Technology
Infrastructure Library (ITIL), ISO 27000, ISO 9001 etc standard to improve efficiency,
effectiveness and information security.
It was found that the IT service desk is not centralized within the IT group and also found
there is no proper tool is being used by the scattered help desk division wise. Base on that
I started finding weaknesses in each area and discussed with each level ofthe stafffrom
ChiefInformation Officer (CIO) of SLT. I really appreciate the support given from those
staffs. And it was help full me to follow some audit findings under ITIL frame work.
By Studying the Service desk and Help desks process followed under each desk and the
Incident Management, Service request, Problem Management, Change Management
followed by each divisions ofIT group of SLT. The Maturity Assessment of current
service desk process, and rest ofthe functionalities was done and it was tabulated for
each area. By identifying the weakness tabulated and proposed the solutions for each
weakness together with Service levels and Responsibilities of each level.
