Journal of Computer Science

Role of Information Technology Infrastructure Library in E-Government

Mihyar Hesson, Tariq Rahim Soomro and Okan Geray

DOI : 10.3844/jcssp.2012.323.328

Journal of Computer Science

Volume 8, Issue 3

Pages 323-328


Problem statement: The E-Government implementation has achieved by many countries. This is meant to improve the delivery of public services to citizens, business and governmental departments alike. Different strategies are used to build E-Government infrastructure and deliver its services to the public. The degree of success that is achieved by different E-Governments in terms of service level and quality of service varies significantly. Approach: The objective of achieving e-Governance goes far beyond mere computerization of standalone back office operations. Strict measures are required to help E-Governments evaluate the service level and assess the quality of service. Results: In this study we introduce the E-Government strategies, perspectives, implementation, transformation and their major problems. In this context, the role of Information Technology Infrastructure Library (ITIL) is reviewed. Conclusion: Dubai E-Government (DeG) which was officially launched in December 2001 is selected as a case study for service management assessment based on ITIL standards. Two main areas of DeG service management were selected; service support and service delivery.


© 2012 Mihyar Hesson, Tariq Rahim Soomro and Okan Geray. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.