In Industrie und Verwaltung erlangt die " Information Technology Infrastructure Library " (ITIL) für das IT-Servicemanagement eine immer höhere

Managing information technology services is becoming an increasingly difficult task. To support the management of IT services, different standards and methodologies have been developed. ITIL (short for IT Infrastructure Library) is the most commonly used best practice approach to effective IT Service Management to date. ITIL focuses primarily on what to do in order to ensure value of IT service...

The IT (Information Technology) areas demand trustworthy mechanisms to certify generated products quality and delivery to internal or external clients. Although the spread of improvement models related to software process like CMM, ISO15504, ISO-12205, IDEAL, in some cases a major commitment with results is desirable. At this way an approach to establish Service Level Agreements (SLA) can be us...

IT-Service Management (ITSM) ist nicht nur aufgrund gesetzlicher Vorgaben (z.B. SOX 404 Chapter, Basel II) eine elementar notwendige Basis für die in diesen Vorgaben verlangte „Corporate Governance“ und „IT Governance“. Dieser darin aufgestellte Anspruch in Richtung transparenter IT-Service-Prozesse gilt sowohl in Konzernbetrieben wie auch in Kleinund Mittelunternehmen (KMU). In den erstgenannt...

As a result of its increasing role in the enterprise, the IT function is changing, morphing from a technology provider into a strategic partner. Key to this change is its abi lity to deliver business value by aligning and supporting the business objectives of the enterprise. IT Management frameworks such as ITIL provide best practices and processes that support the IT function in this trans iti...

Cloud computing is changing the way that organizations utilize IT resources with a corresponding impact on the role of enterprise architecture. Increasingly, IT infrastructure and application services are delivered as services over the internet making IT service management a key architectural concern. In this paper we describe our initial proposal for adapting the ITIL framework for the managem...

Information Technology and Infrastructure Library implementation is not well spelled out in documentation and therefore can be very challenging. In this study, a literature review is conducted to identify critical success factors (CSFs) for ITIL implementation. The CSFs are then used in an improved solution to the decision problem using Analytical Hierarchy Process. In order to validate the pro...

IT operates in dynamic environments with the need always to change and adapt. There is a need to improve performance. Many gaps were found when we conduct the IT audit and we tried to seek to close gaps in capabilities. One way to the close these gaps is the adoption of good practices in wide industry use. There are several sources for good practices including public frameworks and standards su...

The most important standard in technology services management is the Information Technology Infrastructure Library (ITIL). literature review developed shows that one of questions to answer finding sequence processes be implemented, mainly small companies with few resources. purpose this paper show a methodology defines an optimal specific for each company depending on internal and external para...