ITSM Solution Selection Criteria


Authors : Ahmed A. Al-Hejji; Abdullatif A. Al-Zahrani; Waleed A. Saglab; Omar A. Al-Shatri; Safran A. Al-Safran

Volume/Issue : Volume 8 - 2023, Issue 3 - March

Google Scholar : https://bit.ly/3TmGbDi

Scribd : https://bit.ly/40TexQA

DOI : https://doi.org/10.5281/zenodo.10727191

Abstract : Adoptingan Information Technology Service Management (ITSM) solutionfor a large enterprise is not astraight forward process; it is lengthy and challenging.The support organization should look for an ITSM solution that delivers a wide range of capabilities while being simple to use, own, and operate.Theprocess involvesan evaluation of multiple solutions and participation of key customers to identify the proper solution that helpsan organization achieve its business needs.This paper will focus on identifying criteria that helps in selecting a suitableITSM solutionfor the business. There are different ITSM frameworks,and the Information Technology Infrastructure Library (ITIL) is the most widely used. ITIL is defined as a set of processes and standards that helps organizations within an enterprise to practice effective IT Service Management (ITSM).

Adoptingan Information Technology Service Management (ITSM) solutionfor a large enterprise is not astraight forward process; it is lengthy and challenging.The support organization should look for an ITSM solution that delivers a wide range of capabilities while being simple to use, own, and operate.Theprocess involvesan evaluation of multiple solutions and participation of key customers to identify the proper solution that helpsan organization achieve its business needs.This paper will focus on identifying criteria that helps in selecting a suitableITSM solutionfor the business. There are different ITSM frameworks,and the Information Technology Infrastructure Library (ITIL) is the most widely used. ITIL is defined as a set of processes and standards that helps organizations within an enterprise to practice effective IT Service Management (ITSM).

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