The IT Infrastructure Library (ITIL) has been adopted as the de facto standard for IT Service Management (ITSM). This Paper discusses the value of ITIL-based maturity assessments for the IT service recipient in an outsourcing arrangement. We present the Client Outsourcing Maturity Model (COMM), a three-dimensional framework developed at HP Labs, and we provide an example of its assessment metho...

The application of a service-oriented perspective in the IT sector has become the paradigm, making managers highly aware of the importance of being service oriented and customer focused. In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners are, to a certain degree, becoming aware of the benefit...

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...