LBEF RESEARCH JOURNAL OF SCIENCE, TECHNOLOGY AND MANAGEMENT

Author(s):Sudip Adhikari, Dr. Pradeep Karna

Abstract:This study examines the function of Information Technology Service Management (ITSM) in optimizing work processes, enhancing customer satisfaction, management of technology, and monitoring banking platforms in Nepalese banks. Though ITSM frameworks are required for managing IT resources, compliance, and optimizing operational efficiency, their limited use has caused problems such as poor infrastructure, insufficient skilled personnel, and a lack of standardized practices. This research explores the position of ITSM in efficiently managing banking activities and IT governance in the Nepalese banking industry. Identifying key issues and proposing strategic recommendations, the study contributes valuable knowledge to banks, regulators, and IT professionals, ultimately resulting in Nepalese banks' competitiveness and efficiency.

Keywords:IT Service Management (ITSM), Work Process Optimization, Customer Satisfaction, Technology Management, Banking Platform Monitoring, IT Governance in Banking