Development of IT help desk tool for centralized process for Sri Lanka ...

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.