This article provides a systematic review of existing research related to the implementation of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL). The review’s main goals are to support research; to facilitate other researchers’ search for relevant studies; and to propose eywords: T Service Management nformation Technology Infrastructure ibrary

Continual Service Improvement (CSI) is part of ITIL® and its framework of best practices under IT Service Management (ITSM).1 CSI promotes the use of quality management methodologies to measure, analyze and learn from past successes and failures to improve service desk results. Its objective: the sustainment of operational excellence through continual improvement of the effectiveness and effici...

Business Service Management (BSM), rooted in ITIL, helps organizations manage IT from a business perspective. By identifying and mapping business-critical processes to the underlying IT infrastructure and services, BSM connects key business services to the IT services that manage them, such as routers, servers, and applications. While BSM does the mapping, SOA serves as the framework that conne...

OBJECTIVE To assess the factors associated with the progression of isolated terminal ileal lesions (ITILs) at colonoscopy in Chinese patients. METHODS Patients diagnosed with ITILs were enrolled. The ileoscopy was performed by two experienced gastroenterologists every 52 weeks. A logistic regression analysis was used to elucidate the factors associated with Crohn's disease (CD) and mucosal he...

Die dauerhafte Funktionsfähigkeit der IT-Infrastruktur stellt eine notwendige Bedingung für die Verstetigung von E-Learning in den Hochschulen dar. Um die IT-Organisation zu einer Serviceeinrichtung umzubauen, gehört neben der stärkeren Kundenorientierung auch eine Definition der zu erbringenden Services, anhand derer sich auf Basis von Kennzahlen Aussagen über Qualität und Vergleichbarkeit abl...

The purpose of this paper is to provide a governance structure for IT-related projects in order to assure a safeguarded and timely transition to a productive environment. This transitioning, which rarely exceeds a weekend, is colloquially called ‘cut-over’, ‘rollout’ or ‘deployment’. The governance structure is defined in accordance with a set of project-specific deliverables for a cascade-type...