Authors :
Jassim Ahmed Al-Selham; Bader Abdullah Al-Rowaished; Safran Ali. Al-Safran
Volume/Issue :
Volume 7 - 2022, Issue 6 - June
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3ncy4Ke
DOI :
https://doi.org/10.5281/zenodo.6694893
Abstract :
Information Technology Service
Management (ITSM) manages the complete lifecycle of
IT Service processes from design to delivery. Some IT
Organizations encounter difficulties in running their
businesses because the delivered services often do not
meet customer expectations. This could be due to a lack
of experience in providing customer services, or more
likely related to the way services are provided. In either
case, organizations need a good IT Service Management
system. Different ITSM systems can adopt any one of
the many frameworks available including the
Information Technology Infrastructure Library (ITIL),
ISO/IEC 20000 or DevOps. In this paper, the focus will
be on the business value of implementing a centralized
IT service management model based on the ITIL
framework along with the right support.
Keywords :
Information Technology Service Management (ITSM); Information Technology Infrastructure Library (ITIL)
Information Technology Service
Management (ITSM) manages the complete lifecycle of
IT Service processes from design to delivery. Some IT
Organizations encounter difficulties in running their
businesses because the delivered services often do not
meet customer expectations. This could be due to a lack
of experience in providing customer services, or more
likely related to the way services are provided. In either
case, organizations need a good IT Service Management
system. Different ITSM systems can adopt any one of
the many frameworks available including the
Information Technology Infrastructure Library (ITIL),
ISO/IEC 20000 or DevOps. In this paper, the focus will
be on the business value of implementing a centralized
IT service management model based on the ITIL
framework along with the right support.
Keywords :
Information Technology Service Management (ITSM); Information Technology Infrastructure Library (ITIL)
