Integration of ITIL V3, ISO 20000 & ISO 27001:2013forIT Services and Security Management System

Abstract

IT organizations are responsible for delivering good IT services and maintaining IT security to improve their competitive advantage Both IT security and IT services have their own international standard and framework. When the IT service management system (SMS) and an information security management system (ISMS) are implemented separately, it can lead to consuming high resources and costly. This paper is going to focus on the integration of ISO 20001 as SMS standard, ITIL v3 as the framework, and ISO 27001 as ISMS standard. We are going to discuss how the ITIL V3 can be combined with ISO 20001 and ISO 27001 by scientifically matching the similarities of process, procedure, and resources. This paper contributes to providing a guideline for an IT organization that is going to implement SMS and ISMS standard and framework. In the Appendix section 4, we also provide a table of process, procedures, and resources similarities. Therefore, the organization can use the combined processes in order to reduce the cost of implementing those standards.

Analysis correlation of the Implementation Framework COBIT 5, ITIL V3 and ISO 27001 for ISO 10002 Customer satisfaction

“…Customer satisfaction is one of the main outcomes measured. Customer satisfaction is the result of the goods and services of the business are equal to or greater than the requirements of the customer [3]. The degree of customer satisfaction can be calculated on the basis of five key factors to be regarded by a company, namely a) the product, customers are satisfied if the goods are reliable and durable.…”

A service lens on cybersecurity continuity and management for organizations’ subsistence and growth

“…As such, the ITIL ISM looks to align IT and business security to ensure that information security elements (availability, integrity, confidentiality authenticity and nonrepudiation) are well managed in all services and also in the service management activities (BMC, 2016). Essentially, the ITIL ISM which is premised on the ISO 27001 standard specifies requirements to establish, implement, maintain and continually improve an ISMS within the context of an organization by assessing and treating information security risks to fit the needs of the organization (Al Faruq et al, 2020). Certification to the ISO 27001 Standard is recognized worldwide to indicate that an ISM system is aligned with information security best practices (Culot et al, 2021;Pawar and Palivela, 2022).…”

The ISO/IEC 27001 information security management standard: literature review and theory-based research agenda

“…Tarn et al (2009), Rezakhani et al (2011), Tsohou et al (2010, Pardo et al (2012), Leszczyna (2019) and Al-Karaki et al (2020) present a framework for the categorization of various ISS standards; along the same lines, Mesquida et al (2014) and Pardo et al (2013Pardo et al ( , 2016 approach ISO standards related to software quality, IT service management and ISS. Seven papers (Susanto et al, 2011;Montesino et al, 2012;Sheikhpour and Modiri, 2012a, b;Mukhtar and Ahmad, 2014;Bettaieb et al, 2019;Faruq et al, 2020) Similar integration issues are analyzed in the literature with respect to other Management system standards, especially other ISO management systems. Overall, the potential benefits of management system integration have been described in terms of implementation synergies (e.g.…”

“…Tarn et al (2009), Rezakhani et al (2011), Tsohou et al (2010), Pardo et al (2012), Leszczyna (2019) and Al-Karaki et al (2020) present a framework for the categorization of various ISS standards; along the same lines, Mesquida et al (2014) and Pardo et al (2013, 2016) approach ISO standards related to software quality, IT service management and ISS. Seven papers (Susanto et al , 2011; Montesino et al , 2012; Sheikhpour and Modiri, 2012a, b; Mukhtar and Ahmad, 2014; Bettaieb et al , 2019; Faruq et al , 2020) focus specifically on the alignment between the security controls recommended by ISO/IEC 27001 with other standards. Beckers et al (2016), Bounagui et al (2019), Leszczyna (2019) and Ganji et al (2019) explore integration issues.…”

“…(2013,2016) approach ISO standards related to software quality, IT service management and ISS. Seven papers (Susanto et al, 2011;Montesino et al, 2012;Sheikhpour and Modiri, 2012a, b;Mukhtar and Ahmad, 2014;Bettaieb et al, 2019;Faruq et al, 2020) Similar integration issues are analyzed in the literature with respect to other Management system standards, especially other ISO management systems. Overall, the potential benefits of management system integration have been described in terms of implementation synergies (e.g.…”