Measuring Return on Investment from Implementing ITIL

2009 ◽  
pp. 408-422 ◽  
Author(s):  
Chee Ing Tiong ◽  
Aileen Cater-Steel ◽  
Wui-Gee Tan
Keyword(s):  
Best Practices ◽  
Return On Investment ◽  
Service Management ◽  
Academic Research ◽  
Business Case ◽  
It Infrastructure ◽  
It Service ◽  
Financial Metrics ◽  
Service Managers ◽  
It Infrastructure Library

This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of the IT Infrastructure Library (ITIL) framework. ITIL outlines an extensive set of best practices for IT service management in organizations but as yet there is limited academic research on measuring the return on investment from ITIL adoption. This review considers appropriate metrics which service managers could use to build a business case for ITIL adoption, or ongoing ITIL projects.

Addressing Non-Functional Properties of Services in IT Service Management

2011 ◽  
pp. 324-334 ◽  
Author(s):  
Vladimir Stantchev ◽  
Gerrit Tamm
Keyword(s):  
Functional Properties ◽  
Service Management ◽  
It Infrastructure ◽  
End User ◽  
Service Oriented Architectures ◽  
Service Levels ◽  
Reference Models ◽  
It Service ◽  
Service Oriented ◽  
It Infrastructure Library

A key point that remains to be addressed is the assurance of service levels for end-user applications that rely on these provider models. This chapter describes an approach for addressing non-functional properties (NFPs) of services in service-oriented architectures (SOA). The approach is based on reference models such as the IT Infrastructure Library (ITIL) and the SOA life cycle model. It has been applied in several industrial settings in the telecommunications sector.

IT Service Management Standards

2010 ◽  
pp. 225-241 ◽  
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
Employment Opportunities ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT infrastructure library (ITIL), and now ISO/IEC 20000, provide guidance and tools for effective management and control of IT service delivery. These standards are of increasing importance to organisations around the globe so education about these standards and possibilities for training of IT staff are important. In the main, academics and Universities have not embraced these standards in either research or education about them; however, demand for IT staff qualified to various levels in these standards grows. Universities have a place in this education process and there are significant benefits to them, the graduates and industry in terms of increases in student numbers, enhanced employment opportunities and improvement in service quality, but there are challenges also especially in relating problems in practice to students. Using results from two national surveys and several case studies, this chapter considers the requirements for education about these important standards.

scholarly journals Education for IT Service Management Standards

2010 ◽  
pp. 293-306
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.

scholarly journals IT Process Practices in Kenya

2015 ◽  
Vol 1 (7) ◽  
pp. 48-59
Author(s):  
Stanley Mwangi Chege
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Infrastructure ◽  
It Alignment ◽  
It Service ◽  
Systems Software ◽  
Other Information ◽  
It Organization ◽  
Technology Processes ◽  
It Infrastructure Library

IT processes are the functions and duties that Information Technology (IT) performs. These activities include development and maintenance of applications, supporting infrastructure (e.g., hardware, systems software and networks) as well as managing human resources. All of these activities have some dependency among each other. Information Technology processes is a practice of ensuring that IT organization serves the needs of the business in a systematic manner so that good performance of the enterprise is guaranteed. It is a set of practices and procedures brought together in unison to ensure IT alignment with business needs. Some widely acknowledged and used IT process frameworks to make IT efficient and effective are Control Objectives for Information and related Technology, (COBIT), IT Service management (ITSM) and IT infrastructure library (ITIL) and ISO 38500.

Detection of Strategies in IT Organizations through an Integrated IT Compliance Model

2010 ◽  
Vol 1 (4) ◽  
pp. 40-57
Author(s):  
Antonio Folgueras Marcos ◽  
José Carlos Alva Tello ◽  
Belén Ruiz-Mezcua ◽  
Ángel García Crespo
Keyword(s):  
Best Practices ◽  
Service Management ◽  
It Service Management ◽  
It Service ◽  
The Past ◽  
Starting Point ◽  
Self Assessments ◽  
It Compliance ◽  
Compliance Model ◽  
It Departments

In the past few years, many frameworks and standards have been developed to cover different aspects of IT to provide best practices, such as COBIT, ITIL, CMMI, ISO/IEC 20000, ISO/IEC 38500 and ISO/IEC 27000, and improve IT governance and IT service management in organizations. This research presents how self-assessments for IT standards improve significantly the strategic and tactical evaluation of IT requirements. Self-assessments measure the state of an organization in relation to experts’ recommendations of a specific framework. As a result of the number and excellence of the current standards, the authors propose a Compliance Model (MOPLACO) that uses, as a starting point, a combination of self-assessments and standards to plan the early strategic and tactical stages of the IT departments.

scholarly journals Analisa Komponen ITSM Pada E-learning Perguruan Tinggi Di Kota Palembang Menggunakan ITIL V.3

2021 ◽  
Vol 15 (1) ◽  
pp. 79
Author(s):  
Safta Hastini ◽  
Widya Cholil
Keyword(s):  
Service Management ◽  
Service Improvement ◽  
It Infrastructure ◽  
Maturity Level ◽  
Technology Service ◽  
E Learning ◽  
Level 3 ◽  
Information Technology Service ◽  
Service Transition ◽  
It Infrastructure Library

E-learning merupakan peralihan proses pembelajaran dari tatap muka langsung di dalam kelas menjadi pembelajaran berbasis digital. Dalam bidang pendidikan, e-learning sebagai kemajuan teknologi informasi telah dimanfaatan sebagai sarana pembelajaran di perguruan tinggi karena dirasakan mampu meningkatkan kegiatan akademik khususnya perguruan tinggi agar menjadi lebih efektif dan efisien. Ketergantungan terhadap TI semakin meningkat untuk mencapai tujuan organisasi perguruan tinggi tersebut. Salah satu tujuan itu adalah menjadi perguruan tinggi bertaraf internasional dan maju dalam ilmu pengetahuan dan teknologi (IPTEK). Dimana perguruan tinggi yang telah memanfaatkan TI dengan baik akan menjadi perguruan tinggi yang lebih diminati oleh masyarakat. Hal ini disebabkan perguruan tinggi telah memanfaatkan TI dalam proses pembelajaran. Oleh karena itu, untuk mendukung penerapannya e-learning perguruan tinggi harus memadai bukan hanya dari aplikasi e-learning maupun user, akan tetapi  proses layanan-layanan berbasis TI pada e-learning perlu diatur dan didukung dengan manajemen layanan TI yang baik agar penerapan e-learning bisa berjalan sesuai dengan yang diharapkan perguruan tinggi. Information Technology Service Management (ITSM) merupakan suatu metode yang sistematis dalam melakukan pengelolaan terhadap layanan TI dengan kerangka kerja IT Infrastructure Library Versi 3 (ITIL v.3) yang terdiri dari 5 proses yaitu service strategy, service design, service transition, service operation dan continual service improvement. ITIL v.3 melakukan perbaikan kualitas layanan TI dan pengukuran secara berkelanjutan terhadap perkembangan layanan TI yang disampaikan kepada pengguna maupun pelanggan, sehingga perguruan tinggi bisa menilai sejauhmana pengelolaan terhadap layanan TI pada e-learning sebagai sarana pembelajaran. Perguruan tinggi yang diteliti adalah perguruan tinggi swasta yang ada di kota Palembang, yaitu Universitas X, Universitas Y dan Universitas Z. Metodologi pengumpulan data menggunakan kuisioner. Selanjutnya data yang didapat dari hasil kuesioner di analisa untuk mengetahui kondisi sistem yang sedang berjalan. Berdasarkan hasil rata-rata penilaian terhadap proses ITIL v.3 nilai maturity level masing-masing perguruan tinggi yang diteliti menghasilkan nilai maturity level 3 (defined). Defined artinya proses-proses yang direncanakan dan sudah dilaksanakan secara rutin dan didokumentasikan dengan standar tertentu.

Development of Library’s IT Strategy

2010 ◽  
pp. 34-38
Author(s):  
Natalia Redkina
Keyword(s):  
Information Systems ◽  
Information Technologies ◽  
Service Management ◽  
Information Resources ◽  
Application Software ◽  
It Service Management ◽  
It Infrastructure ◽  
System Software ◽  
It Service ◽  
Software Information

The snowballing of information technologies dictates new requirements for development of library strategy in the sphere of information systems' usage (application software), IT infrastructure (computers, telecommunications, system software), information resources, IT Service Management (HR).

Understanding IT Acquisitions

2013 ◽  
pp. 60-90
Keyword(s):  
Best Practices ◽  
Service Providers ◽  
Life Cycles ◽  
It Infrastructure ◽  
Acquisition Process ◽  
It Service ◽  
Organizational Issues ◽  
Process Understanding ◽  
It Resources ◽  
Acquisition Processes

IT acquisition processes are mostly organization specific and there is not enough evidence to establish that a successful acquisition process adopted in an organization would replicate the same scenario in another, but it is experienced that such predictability can be assured to a possible extent if organizations follow some best practices. Research in IT acquisition processes indicate varied results, and there are various models to address overarching issues related to IT acquisition processes showcasing IT preparedness in the organization. This chapter discusses various approaches pursued and models evolved in the area of IT acquisitions, processes to work on the preparedness of the organizations in managing IT infrastructure acquisitions, and their life cycles. This chapter includes discussions on models available for assessing the IT acquisition process, understanding organizational issues, capturing and analyzing user behaviour, and analyzing usability of the IT resources. Various models are also evaluated to understand their roles in capturing capability of the IT users in the organization, IT service providers, and component developers who participate in the acquisition process.

A Business Motivation Model for IT Service Management

2014 ◽  
Vol 5 (1) ◽  
pp. 83-107 ◽  
Author(s):  
Marco Vicente ◽  
Nelson Gama ◽  
Miguel Mira da Silva
Keyword(s):  
Best Practices ◽  
Service Management ◽  
Enterprise Architecture ◽  
The Other ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Definition Of ◽  
Motivation Model

The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT Service Management (ITSM), there is not one holistic solution to integrate EA and ITIL. Therefore, we propose to join both approaches through the definition of a specific Enterprise Architecture to design organizations according to ITIL's best practices to perform ITSM. Thus, this paper's goal is twofold: on one hand to establish that architecture's motivation model, and, on the other, to contribute for a formal identification and representation of the ITIL business motivation model itself.

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