ITIL ASSIGNMENT

Indian Institute of Information Technology,

Allahabad

A case study on ITIL Implementation of ITIL in

Banglalink company

MITRA PRANOY PANDI - IMB2023027

A case study on Implementation of ITIL in
Banglalink & its Analysis.
Summary:
This is a case study about the implementation of ITIL in a business organization named Banglalink (BL)
located in Bangladesh and a research done by a professor to decide whether it’s beneficial to them to
implement ITIL in their organization, coming to the company profile it’s a telecom operator in Bangladesh
with twenty-six million mobile subscribers and most of it operations depends on technology but in order to
perform tasks and achieve business goals they need a framework for all this and the researcher suggested
ITIL which is known as Information Technology Infrastructure Library developed in UK, used widely for IT
service management and IT business operations efficiently, As we all know lot of companies are dependent
on It to satisfy the needs and corporate aims a lot choose ITIL as a best framework with this complaint the
companies can be have a cutting edge over competitions among market no matter about the company until it
deals with IT it’ll definitely follow ITIL framework the main idea is about ITSM (service management)
through various parts of the framework like Service Support, Service Delivery, IT Infrastructure
Management, Application Management, Business Perspective, Security Management which in end deals
with strategic management, operations management and financial management of a modern business as a
mangers our goal is cost reduction and maximizing profits through this ITIL we can achieve both the goals
while in development this framework can increase in productivity and reduce replication mainly the
unapproved or improper work which keeps the service efficient and effective coming to ITIL it mainly focus
on service lifecycle by taking into consideration of service delivery & Service support the whole art is based
on managing these two things properly.

Service Delivery: In this component the company make sure that IT service which they are providing is
with quality by applying best practices like Availability Management, Capacity Management, Service Level
Management, Service Continuity Management (contingency planning) and Financial Management for IT
Services

Service Support: We all know that the services need support to survive in the competition and this
component focus how to provide support for the IT services that companies providing daily Service Support
Service Support disciplines include Change Management, Configuration Management, Problem
Management, Incident Management and Release Management service desk facility as single point of contact
and disaster recovery mechanism.

 The main objective of this case study is to perform research and statistical analysis whether ITIL
implementation is improving the IT service by considering a single unit IT helpdesk and collecting
quantitative and qualitative data.
  The methods implemented in this case study are interviewing experts, studying, and reviewing about
the existing services provided by the company and their improvement if ITIL is implemented lastly
collection of information about overall situation of telecommunication sector in Bangladesh from all
sources.
 The implementation had done in 3 phases divided into 8 sections p1 consists of awareness and
training p2 contains real implantation and requirements p3 is final stage getting ISO2000
certification for all this phases the budget expected is to be 137k $
 In business perspective ROI plays a key role in making investment decisions to find out ROI the data
about salaries of employees are 7$/hr for employe and $600/month for executive and helpdesk delas
with issues which are considered as tickets and data of tickets are 12,000 per year and further
classification of type of tickets are Downtime & Average recurrent related tickets are 1080/ year and
configuration related are 2880/year other are 700/year
 Now by analyzing the tickets data and comparing with salaries of employes the tickets count can be
reduced by using various process configuration management, incident management, problem
management & capacity management and by this the ROI can be achieved back in 3year 5 months in
best case scenario, 4 year 10 months for worst case scenario and 3 year 7 months for average case
scenario.
 Although it’s showing positive results it still having a lot of limitations like the company is still
performing well without having any framework and we can’t assure that the same will continue after
implementing ITIL framework, next is that the computed is only on a single unit help desk based on
one year data, the assumptions can be sure only when implemented.
 The conclusion of this case study is that on paper the results are very favorable and doing good but in
real implantation there are lot of challenges that need to be faced from workforce and a regular
practice only can bring a good result in the company and the ETA of ROI will be matched.

Purpose of study:
The purpose of the study is very clear that will it be favorable for the company to implement ITIL to
maintain its business operations which involve in IT and determining the ROI also so that investment will be
returned in addition to that the quality of the services, cost reduction all these things can be predicted and
based on the study results the decision will be taken whether to implement ITIL frame work in Banglalink
tele communications for this study there are several methods and factors affecting the study are involved and
moving further the salaries and ticket counts are related indirectly like by implementing ITIL framework
obviously the quality of services will be improved by that the incoming tickets will be reduced and while
this reduces the number of employes and managers who are working at helpdesk can be reduced so that
company can save the salaries amount and they can invest in another amount by improving quality of
services the market share and reach will be increased which results in profits for the company.

Personal suggestions
After studying the case study and analyzing the data given in it, I’ll make sure that ITIL is implemented
because telecom sector goes a very fast technological changes to cope up with the market trends and survive
in the coming years the frame work and methods which involve in ITIL framework are best suitable for that
situation and I’ll make sure that not only a single unit is included in this the whole company should be
surveyed and opinions should be collected from different branches of company so that people are ok with it
or not and analyze each branch ROI and based on that if it feasible to implement then I’ll proceed or not and
try to expand the range of the technology services they’re providing so that the market reach will be more
and the sustainability will be long.