Cairo University

Faculty of Graduate Studies for Statistical Research

Optimizing Enterprise Service Management through

the integration with IT self-service portal (OESM)

A Project Presented For fulfillment

For Pre-Professional Master Project
In Software Engineering

Submitted by:
1. Hany Mohamed Sami Ameen Elsoudy- 202201067
2. Rabee Salah Hussein Elsayed Elshimy - 202201471
3. Mohammed Abdelmonim Mohammed Breik – 202201486
4. Ahmed Mohammed Elhossiny Abdelmonim Amen - 202201059

Supervised by:
Dr. Atef Raslan
2023

Cairo University
Faculty of Graduate Studies for Statistical Research
 Project Title
Optimizing Enterprise Service Management through
the integration with IT self-service portal (OESM)
By
Name ID
Hany Mohamed Sami Ameen Elsoudy 202201067
Rabee Salah Hussein Elsayed Elshimy 202201471
Ahmed Mohammed Elhossiny Abdelmonim Amen 202201059
Mohammed Abdelmonim Mohammed Breik 202201486

We hereby certify that this project satisfies the project requirements.

Date of Approval Approved by:

Signature

Date of Approval Approved by:

Signature

Declaration
Student ID Responsibility % contributed Signature
Acknowledgment
 Abstract
The project "Optimizing Enterprise Service Management through Integration with
IT Self-Service Portal" seeks to streamline the IT service request process and
improve enterprise service management's efficiency. To achieve this goal, the
existing enterprise service management system and IT self-service portal will be
evaluated, areas for improvement identified, and an integration plan developed,
tested, and reviewed by stakeholders. The current issue is that manual requests are
time-consuming and error-prone, which can lead to resource wastage.

Integrating the IT self-service portal with the enterprise service management

system can reduce manual requests and enable quick submission of service
requests. This project is crucial in increasing productivity, reducing downtime, and
improving employee satisfaction. By streamlining the service request process,
employee job satisfaction is likely to increase, leading to better business outcomes
and a competitive advantage in the market.

Overall, this project aims to optimize enterprise service management by providing

an efficient service request process. By integrating the IT self-service portal with the
enterprise service management system, organizations can become more efficient
and productive in achieving their business objectives. This project will reduce
downtime, increase employee satisfaction, and enhance the overall efficiency of
the organization.
 ‫ملخص عربي ‪Arabic Abstract‬‬
‫يهدف ر‬
‫مشوع (منصة دعم ) إىل تقديم خدمات إدارة تقنية المعلومات بالجهة الحكومية من خالل نظام‬
‫ن‬
‫الموظفي ولتحقيق هذا الهدف ‪ ،‬سيتم‬ ‫ر‬
‫اإللكتونية من قبل‬ ‫إدارة المهام إىل تبسيط عملية طلب الخدمات‬
‫ن‬
‫التحسي ووضع خطة تكامل واختبارها ومراجعتها من قبل‬ ‫الحاىل وتحديد مجاالت‬ ‫تقييم نظام إدارة المهام‬
‫ي‬
‫ً‬ ‫ً‬ ‫ن‬ ‫ن‬
‫المسؤولي المعنيي‪ .‬ومن ابرز المشاكل الحالية ي‬
‫ه أن الطلبات اليدوية تستغرق وقتا طويال كما أنها عرضة‬
‫لألخطاء ‪ ،‬مما قد يؤدي إىل إهدار الموارد‪.‬‬

‫ويمكن بعد إنشاء نظام (بوابة الخدمة الذاتية لتكنولوجيا المعلومات ) ودمجها مع نظام إدارة المهام إىل‬
‫أمرا بالغ األهمية ن يف زيادة‬
‫المشوع ً‬
‫وتمكي اإلرسال الشي ع لطلبات الخدمة‪ .‬يعد هذا ر‬
‫ن‬ ‫تقليل الطلبات اليدوية‬
‫الموظفي‪ .‬من خالل تبسيط عملية طلب الخدمة‬‫ن‬ ‫ن‬
‫وتحسي رضا‬ ‫اإلنتاجية وتقليل وقت التوقف عن العمل‬
‫للموظفي ‪ ،‬مما يؤدي إىل نتائج أعمال أفضل ن‬
‫ومتة تنافسية ‪.‬‬ ‫ن‬ ‫ن‬
‫الوظيف‬ ‫‪ ،‬من المرجح أن يزداد الرضا‬
‫ي‬
‫ن‬
‫تحسي إدارة المهام من خالل توفت عملية طلب خدمة فعالة‪ .‬من‬ ‫بشكل عام ‪ ،‬يهدف هذا ر‬
‫المشوع إىل‬
‫خالل دمج بوابة الخدمة الذاتية لتكنولوجيا المعلومات ‪ ،‬يمكن إدارة تقنية المعلومات بالجهة الحكومية أن‬
‫أكت كفاءة وإنتاجية ن يف تحقيق أهداف أعمالها‪.‬‬
‫تصبح ر‬
Keywords
List of Abbreviation
Table of Contents
Table of Figures
Table of Tables
CHAPTER ONE: INTRODUCTION
1.1 Introduction

1.2 Problem Definition

1.3 Aim and Objectives

1.4 Tentative Project Time-line

1.5 Conclusion
1.1 Introduction

In the government sector, effective task management is crucial for

ensuring timely completion of projects and delivering high-quality services to
employees. regarding to stay on top of deadlines, priorities, and progress by
keeping track of and organizing tasks.
Currently, employees depend on simple and traditional methods for task
management that leads to less quality, losing the deadlines, difficulties in
providing priorities and more efforts in tracking in addition to organizing tasks.
However, there are many different ways to manage tasks, even though.
searching for suitable system pushing to develop an internal customized system.
Focusing on the challenges, the traditional methods of task management
such as paper-based systems or spreadsheets can be inefficient and prone to
errors. Consistency matters in every aspect of the Governmental organization’s
needs, but it is especially important in the Governmental organization’s
workflow. That’s because inconsistency can lead to errors, rework, and delays.
And when you’re dealing with processes and workflows, even a small delay can
throw off the entire timeline and cause major problems. Task management
systems help keep your workflow consistent by providing a clear and concise
overview of what needs to be done, when it needs to be done, and who is
responsible for it.
Time is one of the most precious commodities in the Government Sector.
And yet, it’s also one of the most challenging things to manage effectively. There
are only so many hours in the day, and there are always more tasks that need to
be done than there is time to do them.
Communication between managers and their team members involved in
a task is essential to its success. However, this communication can often break
down, leading to misunderstandings and frustration on both sides.
Since There are many software available within the market to provide
some of specific features independently of providing one of the managers
requirements to manage tasks or employee self-service portal and not having an
integrated software can satisfy all these requirements within one platform to
support the managers through Task Management system ,which integrated with
IT self-service portal.

Based on the above limitations observed and reported by many

departments, where they are using one of the existing software’s. We concluded
all real surveys from those departments and their employees and glad to provide
an integrated platform of both software’s (Task Management system and IT self-
service portal). By integrating the IT self-service portal with the enterprise
service management system. In today's fast-paced and dynamic business
environment, organizations need to respond quickly to service requests to
maintain customer satisfaction, reduce downtime, and improve the overall
efficiency of their operations. However, the new enterprise service management
is combination of developing a comprehensive integration plan that leverages
the IT self-service portal to streamline the service request process and optimize
enterprise service management. To achieve this goal, we will begin by analyzing
the existing enterprise service management system and IT self-service portal to
identify areas for improvement. We will then develop a detailed integration plan
that addresses these challenges and offers a comprehensive solution that fits the
unique needs of each organization.

OESM can be developed that provides a centralized platform for managing

tasks, tracking progress, and collaborating with team members. The portal can
also automate routine tasks, streamline communication, and provide real-time
insights into project status.

The main target of developing OESM for the government sector is to

improve efficiency, transparency, and accountability in task management. By
implementing a robust and user-friendly portal, government agencies can ensure
that projects are completed on time and within budget, while also enhancing the
overall quality of their services.

Our approach differs from previous work in that we will focus on the
unique needs and challenges of the government sector, such as the need for
security and compliance with government regulations. Additionally, our portal
will be designed to be highly customizable and flexible, allowing agencies to
tailor it to their specific needs and workflows. Finally, we plan to incorporate
machine learning and data analytics capabilities to provide insights into project
performance and identify areas for improvement. There have been several
OESMs developed for various industries, including the government sector. Some
of the commonly used platforms include Trello, Asana, and Basecamp. These
platforms offer features such as task tracking, collaboration tools, and project
management capabilities. However, these solutions are often not tailored
specifically to the needs of the government sector and may not provide the
necessary level of security and compliance required by government agencies.

The proposed method for achieving the objectives of this project is to use
a design thinking approach to understand the needs of end-users and
stakeholders, and to develop a comprehensive integration plan that meets their
needs. This approach will facilitate collaboration and ensure that the integration
plan aligns with organizational goals and objectives.

The potential impact of this project is significant, as it will enable

organizations to optimize their enterprise service management process, reduce
the time it takes to submit and fulfill service requests, and increase employee
satisfaction. Moreover, this project will have a positive impact on the overall
productivity of organizations, helping them to achieve their business objectives
more effectively and gain a competitive advantage. In this project report, we will
provide a detailed overview of the content, including the background and
context of the problem, the proposed solution, the methodology, expected
outcomes, and the overall impact of the project.

As overall OESM provide the solution needed for government sector to

cover task management integrated and provide as portal for effectively and
time management systems helping IT department and can be futural expand for
other departments.
1.2 Problem Definition
Based on the project idea of developing OESM for the government
sector using a user-centered design approach, some potential scientifically
researchable questions could be:

• What are the specific task management needs and challenges faced by
government agencies, and how can OESM be designed to address these needs
and challenges effectively?
• How can a user-centered design approach be applied to the
development of OESM for the government sector, and what are the key
considerations and best practices for this approach?
• What are the key features and functionalities required in OESM for the
government sector, and how can these be prioritized and implemented based
on user needs and preferences?
• What are the security and compliance requirements that must be met
in developing OESM for the government sector, and how can these be
incorporated into the design and development process?
• How can machine learning and data analytics be used to improve the
performance and effectiveness of OESM for the government sector, and what
are the key challenges and opportunities for integrating these capabilities?

These research questions can guide a scientifically rigorous approach to

designing and developing OESM for the government sector that addresses the
specific needs and challenges of this domain.
 The research problem is how to design and develop an effective OESM for
the government sector that addresses the unique needs and challenges of this
domain, using a user-centered design approach. This involves identifying the
specific task management needs and challenges faced by government agencies,
prioritizing the key features and functionalities required in the portal, and
ensuring compliance with security and regulatory requirements. Additionally,
the portal should be flexible and customizable to accommodate variations in
agency workflows and preferences. Finally, machine learning and data analytics
should be integrated into the portal to improve performance and provide real-
time insights into project status and potential areas for improvement. The
research problem also involves identifying the key considerations and best
practices for applying a user-centered design approach to the development of
OESM for the government sector.
 1.3 Aim and Objectives
Aims:
The aim of this project is to optimize enterprise service management by
integrating the IT self-service portal with the existing enterprise service
management system, in order to streamline the service request process and
improve the overall efficiency of organizations. Furthermore, improve task
tracking and monitoring across various departments and teams within the
sector.

Objectives:
Conduct an analysis of the current enterprise service management system and
IT self-service portal to identify areas for improvement.
1. To reduce the time, it takes to complete tasks by around 20% within the first
year of implementation.
2. To improve interdepartmental communication by providing a centralized
platform for task assignment, updates, and feedback.
3. To increase task completion rates by around 15% within the first six months
of implementation.
4. To provide real-time visibility into task progress and resource allocation for
better decision-making and resource management.
5. These objectives are specific, measurable, and time-bound, which makes it
easier to track progress and evaluate the success of OESM
6. To improve the efficiency, organization, and communication of tasks and
projects within the organization.
Here is another future objective for future features for OESM for a
government sector:
7. To increase the speed and accuracy of task completion by providing a
centralized platform for task assignment, updates, and feedback.
8. To improve communication and collaboration among team members and
departments, reducing delays and miscommunications.
9. To increase transparency and accountability in the task management
process, allowing managers to track progress and identify bottlenecks.
10. To provide real-time visibility into task progress and resource allocation for
better decision-making and resource management.
11. To improve data security and compliance by providing a secure platform for
task management and document sharing.
12. Develop a comprehensive integration plan that addresses the identified
challenges and fits the unique needs of each organization.
13. Implement the integration plan by integrating the IT self-service portal with
the enterprise service management system.
14. Configure Mail notification for all application related tasks, requests and
updated status.
15.Adding the SMS Gateway and configure the proper API to send SMS
notification to both Admins and users of system’s requests.
16.Integration with Active Directory (single-sign on) to have strong credentials
policies with password protection including event logs monitored.
17.Ensure the sustainability of the integrated system by providing ongoing
support and maintenance to address any issues that may arise.
Disseminate the findings and best practices of the project to the wider
community to promote the adoption of similar initiatives and advance the field
of enterprise service management.

By achieving these objectives, the project will develop web-based application,

which enhance enterprise service management, enabling organizations to
respond quickly to service requests and maintain users’ satisfaction, A scalable
and sustainable integrated system, with ongoing support and maintenance to
ensure its continued effectiveness. These objectives are specific, measurable,
and time-bound, which makes it easier to track progress and evaluate the
success of the task management portal. To achieve the objectives of OESM,
there are several steps that can be taken: Identify the specific needs and
requirements of the organization: Before OESM, it is essential to understand the
specific needs and goals of the government sector. This includes understanding
the current processes, communication channels, and challenges faced by the
organization.

1.4 Tentative Project Time-line

Phase 1: Analysis and Planning (2 weeks)

• Conduct a thorough analysis of the current enterprise service management

system and IT self-service portal to identify areas for improvement.
• Define project scope, objectives, and deliverables.
• Develop a project plan, including timelines, milestones, and resource
allocation.
• Identify potential risks and develop a risk management plan.
• Obtain necessary approvals and support from stakeholders.

Phase 2: Design and Development (8 weeks)

• Design and develop a centralized platform for task assignment, updates,

and feedback.
• Develop a real-time visibility feature for task progress and resource
allocation.
• Develop a feature for interdepartmental communication.
• Configure Mail notification for all application related tasks, requests and
updated status.
• Add the SMS Gateway and configure the proper API to send SMS
notification to both Admins and users of system’s requests.
• Integrate with Active Directory (single-sign on) to have strong credentials
policies with password protection including event logs monitored.
• Develop a comprehensive integration plan that addresses the identified
challenges and fits the unique needs of each organization.

Phase 3: Testing and Deployment (2 months)

• Conduct thorough testing of the system to ensure it meets the project

objectives and is bug-free.
• Test and ensure the SMS gateway, mail notification, Active Directory
Integration and security protocols.
• Deploy the system in a controlled environment and obtain feedback from
users.
• Address any issues that arise during testing and deployment.

Phase 4: Training and Implementation (2 weeks)

• Develop training materials and conduct training sessions for users.

• Implement the system in the organization and ensure it is well received by
users.
• Monitor the system's performance and address any issues that arise.
• Ensure sustainability of the integrated system by providing ongoing support
and maintenance to address any issues that may arise.
The total timeline for this project is 14 weeks. It is important to note that this
timeline is tentative and subject to change based on the complexity of the project
and the availability of resources. It is also important to regularly review the
project plan and make adjustments as necessary to ensure the project stays on
track and meets its objectives.
1.5 Conclusion

In conclusion, this software development project aims to improve the

efficiency, organization, and communication of tasks and projects within the
organization by developing a centralized platform for task assignment, updates
and feedback, and integrating it with the enterprise service management
system and IT self-service portal. The project objectives are specific,
measurable, and time-bound, making it easier to track progress and evaluate
the success of the project.

The project timeline is tentatively set for 14 months, including four phases:
analysis and planning, design and development, testing and deployment, and
training and implementation. The success of this project relies on the effective
collaboration of different departments and stakeholders, the availability of
resources, and the ability to adapt to any changes or challenges that may arise
during the project's execution.

Overall, the successful implementation of this project will lead to significant

improvements in interdepartmental communication, task completion rates,
and visibility into task progress and resource allocation. It will also provide a
secure and transparent platform for task management and document sharing,
ultimately leading to better data security and compliance.
CHAPTER ONE: Literature Review
2.1 Introduction

2.2 Background

2.3 Related Work

2.4 Conclusion
2.2 Introduction

This chapter is a continuation of the previous chapter, which presented the

project proposal for developing an optimized enterprise service management
system (OESM) for the government sector using a user-centered design
approach. The previous chapter provided a detailed overview of the project
aims, objectives, methodology, and expected outcomes. It identified the
specific task management needs and challenges faced by government agencies
and proposed a comprehensive integration plan to address these needs and
challenges.

In this chapter, we will conduct a thorough review of the existing literature on

enterprise service management, task management, and IT self-service portals.
The focus of this chapter is to provide a comprehensive overview of the key
concepts and best practices that underpin effective enterprise service
management systems, as well as to identify the gaps and challenges that exist
in the literature. The literature review will help us to identify the key features
and functionalities required in OESM for the government sector, as well as the
security and compliance requirements that must be met in developing the
portal. Additionally, we will explore how machine learning and data analytics
can be used to improve the performance and effectiveness of OESM for the
government sector.
The contents of this chapter will be organized as follows. First, we will provide
an overview of the concept of enterprise service management, including its
definition, scope, and key components. Next, we will review the literature on
task management, including its importance, challenges, and best practices. We
will then explore the concept of IT self-service portals, including their benefits
and limitations, and how they can be integrated into enterprise service
management systems. We will also review the literature on security and
compliance requirements for enterprise service management systems, as well
as the challenges and opportunities for integrating machine learning and data
analytics capabilities. Finally, we will summarize the key findings from the
literature review and identify the implications for the design and development
of OESM for the government sector.

In summary, this chapter provides a comprehensive review of the existing

literature on enterprise service management, task management, and IT self-
service portals. It identifies the key concepts, best practices, gaps, and
challenges that exist in the literature, and explores how these can be applied
to the design and development of OESM for the government sector. The
literature review will help to inform the development of the OESM prototype
and ensure that it meets the specific needs and challenges of the government
sector.
2.3 Background
Enterprise service management has become an increasingly important area of
focus for organizations across various industries, including the government
sector. Effective enterprise service management can help organizations to
streamline the service request process, improve task tracking and monitoring,
and enhance interdepartmental communication and collaboration. However,
many organizations continue to struggle with inefficient and outdated task
management systems, which can lead to delays, errors, and poor user
satisfaction.

The history of enterprise service management can be traced back to the early
days of ITIL (Information Technology Infrastructure Library), which was first
introduced in the 1980s as a set of best practices for IT service management.
ITIL focused on improving service delivery and customer satisfaction by
aligning IT services with business needs and providing a framework for service
management. Since then, enterprise service management has evolved to
encompass a broader range of services beyond IT, including human resources,
finance, and facilities management.

Task management is a fundamental concept in enterprise service

management, as it involves the tracking and monitoring of tasks and projects
across various departments and teams within an organization. Effective task
management requires clear communication channels, well-defined processes,
and the ability to prioritize and allocate resources based on user needs and
preferences.

IT self-service portals are another important concept in enterprise service

management, as they provide users with a centralized platform for submitting
service requests and accessing self-help resources. IT self-service portals can
help to reduce the workload of IT support staff, improve the speed and quality
of service delivery, and enhance user satisfaction.

In summary, the importance of the problem addressed in this chapter is

rooted in the need for effective enterprise service management systems in the
government sector. The history of the field has evolved from ITIL to
encompass a broader range of services beyond IT, and effective task
management and IT self-service portals are fundamental concepts in
enterprise service management. Understanding these concepts is crucial to
identifying the key features and functionalities required in OESM for the
government sector and ensuring compliance with security and regulatory
requirements.
2.3 Related Work

The literature on enterprise service management, task management, and IT

self-service portals is extensive and diverse, reflecting the wide range of
approaches and practices that exist in the field. In this section, we will provide
an overview of some of the key studies and trends in these areas.

Enterprise Service Management:

Research has shown that effective enterprise service management can

significantly improve the efficiency and effectiveness of organizations. A study
by Gartner (2018) found that organizations that adopt a service management
approach can reduce service desk costs by up to 30%, improve user
satisfaction by up to 20%, and increase service desk productivity by up to 25%.
However, the study also found that many organizations struggle with
implementing enterprise service management due to a lack of resources,
resistance to change, and inadequate training.

Task Management:

Effective task management is critical to the success of enterprise service

management systems. A study by Hwang and Kim (2017) found that the main
challenges in task management include poor communication, lack of standard
processes, and difficulty in prioritizing tasks. The study also identified several
best practices for effective task management, including clear communication
channels, well-defined processes, and the ability to prioritize and allocate
resources based on user needs and preferences.

IT Self-Service Portals:

IT self-service portals have become increasingly popular in recent years, as

organizations look for ways to improve the speed and quality of service
delivery while reducing costs. A study by Forrester Research (2019) found that
IT self-service portals can reduce service desk costs by up to 50%, improve user
satisfaction by up to 30%, and reduce the time to resolve incidents by up to
60%. However, the study also found that many organizations struggle with
implementing IT self-service portals due to a lack of integration with existing
systems, poor user adoption, and inadequate training.

Security and Compliance:

Security and compliance are critical considerations in the design and

development of enterprise service management systems. A study by Ponemon
Institute (2020) found that the average cost of a data breach is $3.86 million,
with the government sector being one of the most targeted industries. The
study identified several best practices for improving data security and
compliance, including implementing access controls, conducting regular
security assessments, and ensuring compliance with regulatory requirements.
Key TMS products

Task management systems (TMS) have become increasingly popular in recent

years, with a wide range of products available in the market. In this section, we
will provide an overview of some of the key TMS products available, including
Trello, Asana, Todolist, JIRA, Basecamp, and ClickUp.

Trello: is a popular TMS that offers basic functionalities for task management.
It allows users to create boards, lists, and cards to manage their tasks.
However, Trello lacks advanced reporting and analytics features, which limits
its effectiveness for large organizations [5].

Asana: is another popular TMS that offers basic functionalities for task
management. It allows users to create tasks, assign them to individuals or
teams, and track progress. However, Asana lacks customizability, which limits
its effectiveness for complex workflows [6].

Todolist: is a task management tool that allows users to create tasks, set
deadlines, and prioritize them. However, Todolist lacks calendar integration,
which limits its effectiveness for managing schedules [7].

JIRA: is a task management tool that is popular among software development

teams. It offers features for agile project management, such as sprint planning,
backlog grooming, and burndown charts. However, JIRA is complex and not
suitable for non-technical users [8].

Basecamp: is a project management tool that offers task management

features. It allows users to create projects, assign tasks, and track progress.
However, Basecamp is not suitable for large organizations that require
advanced reporting and analytics features [9].

ClickUp: is a task management tool that offers advanced features such as

custom fields, workflows, and integrations. It also offers calendar integration
and reporting features. However, ClickUp can be overwhelming for users who
are new to task management systems [10].

Despite the availability of these TMS products, there are still gaps and
challenges that exist in the field of enterprise service management. Many
organizations struggle with implementing TMS due to a lack of resources,
resistance to change, and inadequate training. Additionally, security and
compliance are critical considerations in the design and development of
enterprise service management systems, with the government sector being
one of the most targeted industries for data breaches.

In summary, the literature on TMS products highlights the importance of

effective task management and the benefits and limitations of different TMS
options. Understanding these TMS products' strengths and weaknesses will
inform the development of OESM for the government sector, ensuring that it
meets the specific needs and challenges of the sector. Additionally, the
literature review highlights the need for ongoing research and innovation in
the field of enterprise service management, as organizations continue to face
new challenges and opportunities in the digital age.

Furthermore, the literature on enterprise service management, task

management, and IT self-service portals highlights the importance of effective
task management and communication, the benefits and challenges of IT self-
service portals, the critical considerations of security and compliance, and the
potential for machine learning and data analytics to improve the performance
of enterprise service management systems. These insights will inform the
design and development of OESM for the government sector, ensuring
compliance with security and regulatory requirements while providing a
scalable and sustainable task management solution.

2.4 Conclusion

In this chapter, we conducted a comprehensive literature review on enterprise

service management, task management, and IT self-service portals. We
identified the key concepts and best practices that underpin effective
enterprise service management systems, as well as the gaps and challenges
that exist in the literature. We also explored how machine learning and data
analytics can be used to improve the performance and effectiveness of
enterprise service management systems.

The literature review identified several critical considerations for the design
and development of OESM for the government sector. Effective task
management, clear communication channels, and well-defined processes are
fundamental to the success of enterprise service management systems. IT self-
service portals can significantly improve the speed and quality of service
delivery while reducing costs, but their implementation requires careful
planning and integration with existing systems. Security and compliance are
critical considerations, with the government sector being one of the most
targeted industries for data breaches. Machine learning and data analytics
have the potential to significantly improve the performance of enterprise
service management systems, but their implementation requires skilled
personnel and integration with existing systems.

Overall, the literature review provides important insights into the design and
development of OESM for the government sector. By incorporating the key
concepts and best practices identified in the literature, we can develop a
scalable and sustainable task management solution that meets the specific
needs and challenges of the government sector. Additionally, the literature
review highlights the need for ongoing research and innovation in the field of
enterprise service management, as organizations continue to face new
challenges and opportunities in the digital age.
In conclusion, the literature review provides a solid foundation for the
development of OESM for the government sector, ensuring compliance with
security and regulatory requirements while providing a scalable and sustainable
task management solution. The insights gained from the literature review will
inform the development of the OESM prototype and ensure that it meets the
specific needs and challenges of the government sector.