Supporting ITIL processes implementation using business process management systems

Mahy, Youssef; Ouzzif, Mohamed; Bouragba, Khalid

doi:10.1109/sysco.2016.7831338

Cited by 13 publications

(11 citation statements)

References 8 publications

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Mentioning

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Order By: Relevance

“…It is explained how the success does not depend on the sequence but on the software and tools use to a proper management of the implementation task. This point is also addressed by [36], where software tools (mainly BPM) are critical for success.…”

Section: Strategies and Critical Success Factorsmentioning

confidence: 99%

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

Rubio

Arcilla

2019

Applied Sciences

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One of the main points when implementing the Information Technology Infrastructure Library (ITIL) is which order the processes must be implemented. In the systematic literature review (SLR) developed, it is possible to find references about strategies and factors that ease the implementation of the ITIL, static sequences for the processes to be implemented, and recommendations about the first process to implement, but it is rather complicated to find references that explicitly define the order (adapted to a specific company) of the processes to be implemented. Thus, once it is shown that there is no methodology/algorithm providing a sequence of ITIL processes specifically adapted for each company, an algorithm to solve this problem is presented: The algorithm has a deep mathematical basis and returns a sequence of ITIL processes to optimize the efforts during implementation, so the company implementing the ITIL gets the closest to the competitors. The optimization is made considering parameters such as staff, age of the company, IT size, industry, etc. Thus, the sequence proposed is specific for each company. Finally, a comparative of the sequence obtained (from the proposed algorithm) with sequences discovered in the SLR is presented and applied to a real case.

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Section: Strategies and Critical Success Factorsmentioning

confidence: 99%

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

Rubio

Arcilla

2019

Applied Sciences

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“…It explains the great importance of the implementation task: Success depends on the use of the correct software tools that ease the management of the implementation. This topic is also covered in [29], where business process management (BPM) tools are proposed for managing ITIL implementation.…”

Section: Approach 3: Success Factors and Other Approachesmentioning

confidence: 99%

Methodology to Improve Services in Small IT Centers: Application to Educational Centers

Sánchez¹

2021

Computers

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Educational centers (schools, academies, high schools, etc.) are usually small companies, which make them special in terms of management. The management of IT services is far from standard and based in home solutions. The disadvantage of this approach is clear, as it happened during the COVID-19 pandemic period. The solution to properly managing IT services is based on the use of the ITIL (Information Technology Infrastructure Library). The question is how to apply this standard that only defines the processes to implement, but does not describe the way or the order to implement them. In this article it is shown which IT processes are really needed in any educational center and the order in which they should be implemented. The method used consists of fulfilling a knowledge database with extensive information from schools, academies, and other educational centers. After that, an existing optimization model is adopted and a representative learning center is defined, which is used to propose the IT processes sequence; finally, a set of optimal IT processes and the order to implement them is defined. These ordered processes optimize the quality of IT for learning services. The main result is an ordered set of IT processes that best fit the needs of IT departments in small educational centers.

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“…ITIL is mainly a service management framework while COBIT is mainly a governance framework. Of the two frameworks, ITIL is known as the de facto standard and the most widely accepted approach for IT service management in the world (Sahibudin et al, 2008;Bustamante, Fuertes, Diaz & Toulkeridis, 2017;Kozlova, Hasenkamp & Kopanakis, 2012;Mahy, Ouzzif & Bouragba, 2017). ITIL is a collection of best practices organized into 26 processes.…”

Section: It Best Practice Frameworkmentioning

confidence: 99%

“…The study by Bustamante et al (2017) showed that applying information security management from IT in the OT space generates value for an organization when properly adapted. Although Mahy et al (2017) and Sharifi, Ayat, Rahman and Sahibudin (2008) articulated that implementing IT frameworks is not a simple endeavor due to its many challenges, one of the biggest challenges is changing the organizational culture towards change. It is crucial to note that IT best practices can be applied to any industry that uses IT infrastructure to provide services.…”

Section: It Best Practices In the Ot Domainmentioning

confidence: 99%

4IR integration of information technology best practice framework in operational technology

Shilenge

Telukdarie

2021

JIEM

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Purpose: Since inception in the 1970s, Operational Technology (OT) systems were designed to operate in isolation from Information Technology (IT) systems mainly due to differences in objectives relating to Confidentiality, Integrity, Security and Availability (CISA). Additional diverse components include computing speed, and failure severity in terms of safety, environmental, and financial impact. With the onset of Industry 4.0 and the need for integration the worlds of IT and OT must operate in unison. The focal point of this research is to evaluate if an Information Technology Service Management (ITSM) best practice framework can be integrated into the operational technology domain.Design/methodology/approach: A qualitative desk research methodology initiates data gathering on the two key domains. A comparative analysis is subsequently adopted for results analysis. Thereafter, an application case of ITSM inclusive of OT is proposed and reviewed.Findings: After comparative analysis and application case, the research concludes that an IT best practice framework i.e. the Information Technology Infrastructure Library (ITIL) can be integrated and adapted into the operational technology domain to facilitate management of OT in a service management style.Practical implications: The key benefit of this work is the inclusion of OT in global IT best practices in this Fourth Industrial Revolution (4IR) era.Originality/value: This paper contributes to ongoing research in IT-OT integration by providing a unique perspective on OT management in the Fourth Industrial Revolution (4IR). Other researchers can utilize the research outcomes to apply ITSM in the OT domain where 4IR technologies have been implemented.

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Supporting ITIL processes implementation using business process management systems

Cited by 13 publications

References 8 publications

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

How to Optimize the Implementation of ITIL through a Process Ordering Algorithm

Methodology to Improve Services in Small IT Centers: Application to Educational Centers

4IR integration of information technology best practice framework in operational technology

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