ITIL-based IT service support process reengineering

  • Authors:

  • Raul Valverde;Raafat George Saade;Malleswara Talla

  • Affiliations:

  • John Molson Business School, Concordia University, Montreal, Canada;John Molson Business School, Concordia University, Montreal, Canada;John Molson Business School, Concordia University, Montreal, Canada

  • Venue:
  • Intelligent Decision Technologies - IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach
  • Year:
  • 2014

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Abstract

The Information Technology Infrastructure Library ITIL supports best practices, reengineering activities and IT service support processes. ITIL framework only provides recommendations, and companies need to utilize this framework to improve their IT service support processes and establish best practices. This study provides a methodology on how to apply the ITIL framework for evaluating the IT service support processes, its reengineering and alignment to best practices, and subsequent integration into a decision support system framework. A case study approach was used to identify a set of Key Performance Indicators KPI which were monitored by a decision support system DSS for triggering on-going reengineering of IT service support processes. This paper focuses on the implementation of the ITIL guidelines at the operational level, improvement of the service desk, and incident, problem, change, release, and configuration management. It also presents the implementation of the ITIL guidelines at the tactical level for the improvement of the service level, capacity, IT service continuity, service availability, and security management. We conclude by providing recommendations for future research.