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Information Technology Service Management ( ITSM ) Implementation Methodology Based on Information Technology Infrastructure Library Ver . 3 ( ITIL V 3 )
| Content Provider | Semantic Scholar |
|---|---|
| Author | AlShamy, Mostafa Mohamed Elfakharany, Essam ElAziem, Mostafa Abd |
| Copyright Year | 2012 |
| Abstract | This paper is intended to cover the concept of IT Infrastructure Library Version 3 (ITIL) v3 and how to implement it in order to increase the efficiency of any Egyptian IT corporate and to help the corporate employees to do their work easily and its clients to feel the quality of services provided to them. ITIL is considered now as the de facto standard framework for IT Service Management (ITSM) in organizations which operate their business which is based on IT infrastructure and services. ITIL v3 was implemented in western organizations but still it is a new framework for the Egyptian and Arabian environment. The best proof of the lack of ITSM in the Arab region and not Egypt alone is that the percentage of the companies which have ISO/IEC 20000 are less than 2% of the total certified companies in the whole world and in Egypt no company has it until now as stated on APMG ISO/IEC 20000 website[1]. Accordingly this paper investigates an implementation methodology of ITIL in Egyptian corporate taking into consideration the cultural factors and how it will affect the success of this implementation. We have already implemented this methodology in three Egyptian companies and it s쳮ded to increase the level of process maturity from level one to level four according the ITIL Process Maturity Framework (PMF) [2] This paper will include an introduction about the problem Egyptian corporates are facing now, a brief introduction to ITIL V3 with its processes and lifecycle stage, related work, the implementation methodology, the results achieved, conclusion and the future work. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://www.cscjournals.org/manuscript/Journals/IJBRM/Volume3/Issue3/IJBRM-91.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
