Organisations are looking to best practice frameworks such as the IT Infrastructure Library (ITIL) to improve the quality of their IT Service Management. This paper describes the approach taken by a large UK-based bank in adopting ITIL and gaining certification to BS 15000 and ISO/IEC 20000. The use of cognitive mapping enables a focus on the concepts which drive the manager’s view of ITIL impl...

This paper presents a case study on how to apply ITIL availability management best practice to assess the end-to-end service availability in a tiered web service delivery environment. It also helps pinpoint the road blocks to the required service level and provide cost-effective solution for improved service delivery. An overview of basic ITIL availability management concept is provided along w...

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...

The rapid development of information affects many aspects human life. So that the field security becomes one aspect must be considered. This study aims to measure awareness and improve daily operational activities managing IT services effectively efficiently. Salemba Adventist Academy has used Wium Online Education Management System (WIOEM) online system, but in its implementation system are no...

The Data Center Markup Language is the emerging standard that will enable IT organizations worldwide to successfully adopt and enforce an ITIL-compliant environment for improved operations, lower cost of management and increased service quality.

NOTE: This white paper was developed with input from the original ITIL set of documentation. Although the process terms have been updated to reflect the new names, and the process definition have been revised slightly, some of the definitions may not be 100% accurate.

This study provides a critical assessment of the current KPI-driven steering practices carried out by Chief Information Officers (CIOs). It explores how the use of ITIL KPIs affect the IT Service Management (ITSM) organization’s learning behavior and how this behavior impacts on Digital Business Transformation. The results indicate that, when used to steer the ITSM organization, ITIL KPIs will ...

Along the implementation of Information Technology (IT), there are incident, request, problem, and event. According to this, organizations need to implement a function which can be a single point to provide communication between IT service provider and IT users. Information Technology Infrastructure Library (ITIL) mentions service desk as a function to operate solution of this matter. But, rece...