IT infrastructure management in educational institutions using the ITIL framework

Abstract

The effective management of IT infrastructure in educational institutions is critical for supporting seamless academic and administrative operations in an increasingly digital environment. Universities and colleges face challenges such as frequent IT service disruptions, inefficient incident management, and the lack of standardized service delivery processes. This paper explores the application of the Information Technology Infrastructure Library (ITIL) framework as a structured approach to IT Service Management (ITSM) within higher education institutions. By analyzing existing incidents, service requests, and operational inefficiencies, the study identifies key areas where ITIL principles can improve service efficiency, reduce system downtime, and enhance overall user satisfaction among students, faculty, and staff.The research employs qualitative methodologies, including focus groups and structured interviews with IT administrators, academic personnel, and students, to assess IT infrastructure challenges and service management needs. Additionally, the study investigates the impact of modern ITSM tools, such as Jira Service Management, in automating service workflows, tracking incidents, and improving resolution times. A comparative analysis of IT service performance before and after ITIL implementation highlights significant improvements in response efficiency, proactive monitoring, and structured service request handling. Findings indicate that adopting ITIL-based service management practices leads to enhanced IT operations through improved resource allocation, automated incident tracking, and data-driven decision-making. Standardizing workflows and implementing proactive IT monitoring strategies enable universities to mitigate recurring technical issues and optimize IT support services. The study concludes with recommendations for the effective adoption of ITIL frameworks in higher education institutions, emphasizing the long-term benefits of IT governance, continuous service improvement, and user-centric IT service delivery.