An Assessment of IT Service Management Frameworks and Business Continuity: A Case Study of Hospitals in Yobe State
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Background of the Study
Healthcare institutions rely heavily on IT service management (ITSM) frameworks to ensure efficient operations, particularly in maintaining patient data and critical systems. Effective ITSM frameworks enable organizations to provide reliable services while ensuring business continuity during disruptions. According to Bamidele et al. (2023), the healthcare sector faces unique challenges, such as maintaining uninterrupted access to patient records during emergencies. Hospitals in Yobe State, located in a region prone to insecurity and infrastructural deficiencies, are particularly vulnerable to operational disruptions.
Globally, frameworks like ITIL (Information Technology Infrastructure Library) and COBIT (Control Objectives for Information and Related Technologies) have been widely adopted to enhance IT service delivery and resilience. However, adapting these frameworks to specific organizational and regional needs requires careful planning and execution. In Yobe State, where hospitals often operate with constrained resources, it is crucial to assess how well ITSM frameworks support continuity planning. Research by Duru et al. (2024) suggests that the alignment between IT services and organizational objectives is a critical determinant of success, particularly in resource-constrained environments.
This study examines the adoption and effectiveness of ITSM frameworks in hospitals in Yobe State, exploring their role in ensuring seamless operations and preparedness for potential disruptions.
Statement of the Problem
Despite the critical role ITSM frameworks play in healthcare delivery, hospitals in Yobe State often face challenges such as system downtimes, inadequate IT support, and insufficient planning for business continuity. Research by Okafor and Tijani (2024) highlights a lack of alignment between IT strategies and healthcare objectives in many Nigerian hospitals, leading to inefficiencies and operational risks.
In Yobe State, recurring issues such as unstable power supply and limited IT expertise exacerbate these challenges, leaving hospitals vulnerable to service disruptions. The problem is compounded by the lack of empirical studies evaluating the effectiveness of ITSM frameworks in this context, making it difficult for healthcare administrators to adopt best practices.
Objectives of the Study
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To assess the adoption and implementation of IT service management frameworks in hospitals in Yobe State.
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To evaluate the impact of ITSM frameworks on business continuity in healthcare institutions.
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To recommend strategies for improving IT service management and continuity planning in Yobe State hospitals.
Research Questions
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How are IT service management frameworks adopted and implemented in hospitals in Yobe State?
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What impact do ITSM frameworks have on business continuity in healthcare institutions?
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What strategies can enhance IT service management and continuity planning in Yobe State hospitals?
Research Hypotheses
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The adoption of ITSM frameworks does not significantly improve service delivery in hospitals in Yobe State.
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ITSM frameworks have no significant impact on business continuity in healthcare institutions.
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Strategies for enhancing ITSM frameworks do not significantly improve operational resilience in Yobe State hospitals.
Scope and Limitations of the Study
This study focuses on hospitals in Yobe State, examining their adoption of ITSM frameworks and their impact on business continuity. Limitations include the availability of reliable data, potential resistance from healthcare administrators to disclose operational challenges, and constraints in generalizing findings beyond the study area.
Definitions of Terms
IT Service Management (ITSM): The strategic approach to designing, delivering, managing, and improving IT services.
Business Continuity: The ability of an organization to maintain essential functions during and after a disaster.
Frameworks: Structured approaches that provide guidelines and best practices for specific domains.
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