-It cannot be denied that nowadays information is a very important asset for any modern organization. Therefore protecting its security is very important and becoming a top priority for many organizations. Unfortunately there is no single formula that can guarantee 100% of information security. Therefore there is a need for a set of benchmarks or standards to ensure the best security practices ...

A popular guideline to manage today’s complex and heterogeneous IT systems is the IT Infrastructure Library (ITIL), which provides a catalogue of best practices for IT Service Management (ITSM). However, state-of-the-art implementations of ITIL rely on a set of XMLbased standards. To ease manageability and effectively exploit a Configuration Management System (CMS), which is the integral part o...

The data warehouse is not a new practice in the IT world, all the domains which have data can make a decision system, data warehouse, to exploit well the generated knowledge we have to maintain the good conditions to have a good decision making. By the application of the best practice of ITIL, we limit the risks and the malfunction of a data warehouse, and by the addition of a layer which treat...

Organizations have realized that in order to achieve competitive advantage, IT needs to be strategically aligned with business objectives. To achieve alignment leveraging, Information Technology Infrastructure Library (ITIL) is considered fundamental as a comprehensive approach to planning and managing IT actions within the organization, based on its business requirements. This survey reports o...

This paper relates how different thoughts and experiences with ISO/IEC 15504 standard and the Information Technology Infrastructure Library (ITIL) lead to a R&D project definition for a combined use of both standards, in a SMEs adapted way. The idea is born from empirical findings emanating from several IT process improvement projects taking place in the Centre de Recherche Public Henri Tudor (...

System and application availability continues to be a fundamental characteristic of IT services. In recent years the IT Operations team at Wolters Kluwer CT Corporation has placed special focus on this area. Using a combination of goals, metrics, processes, organizational models, communication methods, corrective maintenance, root cause analysis, preventative engineering, automated alerting, an...

IT-Verantwortliche in Unternehmen sehen sich wachsenden Ansprüchen gegenüber. Ihre Aufgabe wird immer weniger in der Entwicklung und dem Betrieb von Informationstechnik (IT) gesehen, sondern in der Erbringung von Dienstleistungen, durch die IT bedarfsgerecht, effizient und mit hoher Qualität bereitgestellt wird. Diese Herausforderungen lassen sich unter drei Orientierungsrichtungen für das ITSe...

Many organizations providing IT services try to be service-oriented at the business layer and at the IT layer. To do so, these organizations follow a service-orientation for their management and business processes while working with a service-oriented system (SoS). This should improve, i.a., their work organization during the service implementation projects and the exchange of information betwe...

By selecting and adopting best practices organizations expect to benefit from the experience of other organizations and avoid common mistakes that these organizations have committed in the past. However, the adoption of best practices is not a trivial step due to several reasons. One reason is the fact that, to implement best practices, organizations need to migrate from an as-is state (before ...

The incorporation of ecological objectives in the design of information systems has gained increasing attention by IS research in recent years. Nevertheless, from the perspective of IT Service Management (ITSM), comprehensive approaches are still warranting attention. The objective of this paper is therefore to develop a process for the management of ecology in ITSM. By using the method of refe...