IT Service Management: A Cross-national Study of ITIL Adoption

IT Service Management: A Cross-national Study of ITIL Adoption

ITIL-based IT service management maturity model design in health-based organizations (Case Study: City of Tehran)

Today, Information Technology services are considered as valuable resources in all areas. For making Information Technology Management Processes purposeful and efficient in different organizations &ndash as a competitive and strategic advantage (especially in organizations responsible for health care services) &ndash it is necessary to recognize the level of maturity of the organization and rev...

Effective IT service management - to ITIL and beyond

Page 1 of 3 Depending upon industry sector, IT Service Management (ITSM) costs account for between 65%-80% of all IT expenditure. That’s currently the equivalent of almost $300 billion per year worldwide (which is more than the GDP of Norway). Almost more than three quarters of every IT budget is spent keeping the application lights burning and the wheels of the IT machine turning. Most of this...

Aligning Six Sigma and ITIL to Improve IT Service Management

Organizations are implementing IT Service Management (ITSM) and creating quality standards to design, deliver, and manage IT services to meet or exceed an agreed level of quality. ITSM uses the best practices of IT Infrastructure Library (ITIL) that informs IT management what needs to be done and how it will get done from the process perspective. However when undertaking an ITSM a project to im...

ITIL-based IT service support process reengineering

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 I...