The Information Technology Infrastructure Library (ITIL) is a framework outlining best practice in ICT Service Management. To date, ITIL is the only comprehensive, non-proprietary, publicly available guideline for ICT Service Management (Pink Elephant, 2002). Although the OGC claims that the use of ITIL improves Customer Satisfaction and Service Quality, this was not proved to date but rather i...

This paper responds to requirement to improve the orientation between offered SW, such as ITIL tools. Nowadays there are enormous amount of offered tools. This situation very often leads to poor implementation of ITIL on the basis of primary unappropriate choice. This paper is focused on the model and proposal of evaluation criteria for free and open source tools for modeling and support of IT ...

Within our organization, we are attempting to adopt eXtreme Programming (XP), an Agile Programming methodology, at the same time that we are trying to align ourselves with the Information Technology Infrastructure Library (ITIL). At first it was thought that the two would be incompatible with the XP group feeling that ITIL would be “too much bureaucracy” and the ITIL group feeling that XP would...

ITIL is the most widely used IT framework in most organizations in the world now. Every public and private IT organization tries to adopt ITIL into its own business and implement it because there are a lot of different kinds of information and activities in the organizations that should manage. There is a possible solution to record and retrieve those founded information in the ITIL-based repos...

The aim of this paper is to describe the process of the design and implementation of IP Multimedia Subsystem (IMS) in one Telecom Operator in Bosnia and Herzegovina. IMS gives Telecom Operators the opportunity to do the convergence of fixed and mobile communication networks into one single network. In this work, the design and implementation of IMS system has been done by using ITIL V3 recommen...

This paper addresses the role of IT Governance in a Hospital Information System (HIS) management. ITIL is introduced as a best practice for supporting HIS development. Since IT Governance is extensive, we focused our study on an ITIL Assessment. The assessment was centred on IT Service Management, and which, according to our findings, is being carried inefficiently in Hospital São Sebastião. Al...

Over 45% of companies are estimated to use IT Service Management (ITSM) frameworks, yet, these frameworks can be imitated and hence the competitive advantage gained from these will quickly become obsolete. Therefore, research on the benefits of ITSM must focus on both operational and strategic benefits. An international survey of 441 firms was conducted to examine the benefits that IT Infrastru...

This paper describes different proposals made at UNED, for post-graduated students, at the area of IT Services Management and specially trying to fill the gap, of paramount importance, of the treatment due in ITIL® (Information Technology Infrastructure Library) to Information Security Management. We analyze the treatment given to Information Security Management in ITIL, both versions 2 and 3, ...