The impact of ITIL best practices on the IT service performance and quality: an empirical study within GE vernova algeria
| dc.contributor.advisor | Himrane, Mohammed | |
| dc.contributor.author | Nouasri, Oussama | |
| dc.date.accessioned | 2025-09-30T12:44:17Z | |
| dc.date.issued | 2025-09-28 | |
| dc.description.sponsorship | In a constantly evolving technological landscape, managing IT services efficiently is a major challenge for companies. This study aims to enhance IT service management at GE Vernova Algeria by applying ITIL practices, specifically focusing on IT Asset Management (ITAM). Using a mixed-method approach, the study combines quantitative data from the ServiceNow platform with qualitative insights from user satisfaction surveys (CSAT). The objective is to assess the maturity of ITIL processes and their impact on operational efficiency. The study highlights the positive relationship between the maturity of ITIL processes and improved service efficiency, while also identifying capacity management challenges as a limiting factor in request handling. The analysis revealed that external economic constraints and complex approval procedures also hinder optimization efforts. Based on the findings, the study provides actionable recommendations to enhance process maturity and align IT service management practices with the dynamic industrial context of GE Vernova Algeria. | |
| dc.identifier.uri | https://dspace.ensmanagement.edu.dz/handle/123456789/1744 | |
| dc.language.iso | en | |
| dc.publisher | Koléa : Ecole Nationale Supérieure de Management | |
| dc.subject | ITIL | |
| dc.subject | Asset management | |
| dc.subject | IT | |
| dc.subject | ServiceNow | |
| dc.subject | GE -- Vernova Algeria | |
| dc.subject | Operational Efficiency | |
| dc.title | The impact of ITIL best practices on the IT service performance and quality: an empirical study within GE vernova algeria | |
| dc.type | Thesis |