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ITIL-Based IT Service Support Process Reengineering


ITIL-Based IT Service Support Process Reengineering

Valverde, Raul, Saadé, Raafat G and Talla, Malleswara Rao (2014) ITIL-Based IT Service Support Process Reengineering. Intelligent Decision Technologies, 8 (2). pp. 111-130. ISSN 1875-8843

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Official URL: http://iospress.metapress.com/content/2857r102q076...


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 IT service support processes, its reengineering and alignment to best practices, and subsequent integration into a decision support system framework. A case study approach was used to identify a set of Key Performance Indicators (KPI) which were monitored by a decision support system (DSS) for triggering on-going reengineering of IT service support processes. This paper focuses on the implementation of the ITIL guidelines at the operational level, improvement of the service desk, and incident, problem, change, release, and configuration management. It also presents the implementation of the ITIL guidelines at the tactical level for the improvement of the service level, capacity, IT service continuity, service availability, and security management. We conclude by providing recommendations for future research.

Divisions:Concordia University > John Molson School of Business > Decision Sciences and Management Information Systems
Item Type:Article
Authors:Valverde, Raul and Saadé, Raafat G and Talla, Malleswara Rao
Journal or Publication:Intelligent Decision Technologies
Date:21 January 2014
Digital Object Identifier (DOI):10.3233/IDT-130182
Keywords:Information technology infrastructure library, key performance indicators, decision support system
ID Code:978367
Deposited On:22 Apr 2014 15:20
Last Modified:18 Jan 2018 17:46
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