Abstract:IT Infrastructure Library (ITIL) has become the de facto standard for IT Service Management (ITSM). Despite the advantages in the adoption of ITIL's best practices, some problems have been identified: different interpretations due to the complexity of concepts with poor specification and formalization; different approaches to the same problems; difficulties exchanging process models in different process model languages. Besides all published work, is still missing a metamodel expressing the core concepts, thei… Show more
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