Optimizing IT Service Management: A Comprehensive Framework for ITIL Adoption and Impact in the Indian IT Sector.

DOI: https://doie.org/10.10399/JBSE.2025262046

Mahesh Pareek, Vishnu Sharma, Ras Bihari Dayal

Keywords:

ITIL, IT, ITSM, DRARL, SEEMO, ITIL, PAINN.

Abstract:

The IT Infrastructure Library (ITIL) framework has transformed the way IT service management (ITSM) operates, providing alignment of IT services with business goals for efficient management, scalability, and improved customer satisfaction. ITIL adoption is becoming more popular around the world however it also has its own issues whether implementation is concerned in Indian IT sector. Study methodology This study is descriptive and case-based in nature and is an attempt to study the adoption and optimization of ITIL in the Indian IT landscape with a focus on its impact on service quality, cost efficiency, and customer satisfaction. Indian IT, renowned for its innovation and ability to compete in the global market, is fast-growing but facing challenges like concerning customer expectations, complex operations, and the need for service quality consistency. Second, this work investigates whether the varying level of ITIL adoption is prevalent among the three types of enterprises, while presenting barriers including cost limitations, poor training and unwillingness to change. The research employs a mixed-method approach consisting of both quantitative and qualitative analyses, assessing the impact of ITIL in terms of improved resource utilization, reduced disruptions to service delivery, and increased agility in organizational response.

To solve some of the major challenges, the framework proposed in this study introduced three promising computational techniques: Dynamic Resource Allocation Reinforcement Learning (DRARL), Service Efficiency Enhancement by Multi-objective Optimization (SEEMO) and Predictive Analysis of ITIL Outcomes with (Neural Networks) PAINN. Use Algorithms are used to optimize resource allocation, control service efficiency and cost, and analyze implementation results to make proactive decisions. Simulation results reveal significant improvements to performance measures over chronological models, including 27% higher resource utilization, 24% higher service-throughput and 15% higher customer satisfaction. Due to the agility of the framework that can accommodate the different needs of businesses, ITIL is one of the most adopted frameworks in businesses.

This research adds value to the existing ITSM literature by analyzing barriers of adoption and providing practical recommendations to the IT organizations in India to compete globally by achieving growth and operational excellence through ITIL implementation.

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