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).
