Server virtualization influences all aspects of IT service management, and is a key enabling technology for cloud computing. In this paper we focus on the impact of server virtualization on service delivery and service support as described by ITIL. We identify advantages, disadvantages, and risks of server virtualization for capacity, management, availability, costs, and security of IT services...

Reference models such as ITIL and COBIT (Control Objectives for Information and related Technology) represent proven best practices and provide key indicators for the design and control of ITSM processes. The idea behind the development of ITIL is the recognition that organizations are becoming increasingly dependent on IT in order to satisfy their corporate aims and to meet their business need...

Most organizations today operate in a highly complex and competitive business environment and need to be able to react to rapidly changing market conditions. IT management frameworks are widely used to provide effective support for business objectives through aligning IT with business and optimizing the use of IT resources. In this paper we analyze three IT management frameworks (ITIL, COBIT an...

Even though the adoption of ITIL best practice continues to grow, most of the implementation initiatives fail or take too long. One of the major causes of failures is the lack of recognized strategy to effectively deal with the barriers of organizational change. This work describes the state of the art relative to changes that undergo in an organization, analyzing different change management me...

According to Enterprise Architecture (EA) approaches, organizations have motivational concepts that are used to model the motivations that underlie its design or change, which represent the organization’s Business Motivation Model (BMM). Likewise, this BMM is also present in the organizations who provide IT services. ITIL has become a reference for IT service providers, but is commonly modeled ...

Strategic alignment is a conviction that is considered extremely important in understanding how organizations can apply their arrangement of information technology (IT) into substantial boosts in achievement. To attain alignment advantage, Information Technology Infrastructure Library (ITIL) prepares a framework of best practice approch for IT Service Management in all countries and Control Obj...