Activity-based management of IT service delivery
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
Integration of IT service management into enterprise architecture
Proceedings of the 2007 ACM symposium on Applied computing
Integrated change and configuration management
IBM Systems Journal
OpenRSM: a lightweight integrated open source remote management solution
International Journal of Network Management
continual service improvement using balanced scorecard
TELE-INFO'09 Proceedings of the 8th Wseas international conference on Telecommunications and informatics
Measurement of service effectiveness and establishment of baselines
WSEAS Transactions on Information Science and Applications
Improving CVSS-based vulnerability prioritization and response with context information
ESEM '09 Proceedings of the 2009 3rd International Symposium on Empirical Software Engineering and Measurement
Designing an evaluation framework for IT service management
Information and Management
IT service management and normatively regulated activities
TELE-INFO'06 Proceedings of the 5th WSEAS international conference on Telecommunications and informatics
A service management approach for self-healing wireless sensor networks
AN'06 Proceedings of the First IFIP TC6 international conference on Autonomic Networking
PROFES'12 Proceedings of the 13th international conference on Product-Focused Software Process Improvement
A mechanism of KEDB-centric fault management to optimize the Realization of ITIL based ITSM
APNOMS'07 Proceedings of the 10th Asia-Pacific conference on Network Operations and Management Symposium: managing next generation networks and services
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Due to enhanced focus on the customer in the planning, development and delivery of information services, IT service management has become increasingly important. These days IT management is focussing particularly on the de facto standard ITIL (IT InfrastructureLibrary) for implementing IT service management. In doing this, deficits of the ITIL reference model are often being overlooked, the benefits are merely assumed and misunderstandings spread. This results in uncertainties, unfulfilled expectations and problems in the execution of ITIL transformation projects. Against this background the article critically assesses the ITIL reference model. A formal analysis of the model on the basis of established criteria according to the principles for proper modelling is undertaken and implications for IT management are deduced from this. Four case studies of ITIL transformation projects conducted for this purpose, as well as an analysis of the ITIL documents, serve as basis for the assessment.