This study presents the existing Information Technology Infrastructure Library (ITIL) framework in a University library. This framework exists when there is IT service management and delivery in the library. This study is conducted in Malaysian academic libraries. The library is the knowledge servicing department in a higher learning institution. The library serves the knowledge in the form of digital services. Hence, the IT implementation and service management in the library have increased system usage over the years. The framework is adopted for IT governance and ITSM to fill the gap of digital information services. There are two main IT services in the library, which are digital information and IT infrastructure. These services are aligned with the existing standardization of IT services in the library. Results show that ITIL for Malaysian Academic Libraries has the right process at the right place and a turnaround for conventional methods for service management and delivery.

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Z. A. Mohideen, K. Kaur, S. Muhamad, N. A. W. Jan and A. B. Ahamadhu, “ITIL: Implementation and service management best practices in Malaysian academic libraries,” International Journal of Technology and Engineering Studies, vol. 3, no. 2, pp. 65-73, 2017