Abstract-Cloud computing has become an increasingly popular means of delivering precious IT enabled business services. Customers and end users access the IT services catalog through self-service portals, using and paying for only those services they need, when and where they need them. When an organization adopts cloud computing it quickly becomes apparent that the traditional approach to IT service management frameworks such as Information Technology Infrastructure Library (ITIL) needs to be reviewed. This paper is focusing on the ITIL Service Strategy process and the impact of cloud computing on its sub processes implementation. Four case studies from organizations who either partially implemented or are planning to implement cloud computing have been consulted to propose enrichment to ITIL when cloud computing is adopted.Index Terms-Cloud computing, ITIL, IT service strategy, IT service management.
Abstract-IT Service Management has become more sophisticated and more critical to the business success. The Information Infrastructure Technology Library (ITIL) is the de facto standard framework for providing guidance to IT service delivery and support processes. Many organizations are either implemented or planning to implement ITIL. Despite many successful case studies many organization were unsuccessful in implementing ITIL due to many reasons. One important factor is that some organizations did not recognize or underestimate the challenges prior to implementation. This exploratory research focuses on the ITIL challenges prior to implementation. IT experts from ten case studies have been interviewed to identify the most reported challenges and the suggestions to resolve these challenges.
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