Author/s: Haneen Khalid Ibrahim1 Ibrahim Ismael Hamarash2
Affiliation:
1 Department of CS & IT, College of Computer Science and Information Technology, Catholic University in Erbil, Erbil, KR, Iraq
2 Department of Electrical Engineering, College of Engineering, Salahaddin University-ErbilEmail*: haider.khanfar@uobasrah.edu.iq
DOI: https://doi.org/10.31972/iceti2024.008
Abstract
IT Service Management (ITSM) is defined as a collection of processes, documentation, and practices required to manage Information Technology (IT) services effectively. Different frameworks based on industry best practices are available in the literature for designing and building an ITSM system, with the Information Technology Infrastructure Library (ITIL) being the most popular and widely accepted as the de facto standard. ITIL offers a systematic collection of best practices, but it does not provide a specific procedure for implementing an ITSM framework in enterprises and organizations.
The core element of ITIL is the process (or practice in ITIL V4), and ITIL V4 includes 34 practices. Effective implementation of ITIL in an organization does not require the use of all these processes; the nature of the organization dictates the selection of necessary processes. However, official ITIL documents do not provide criteria for selecting the appropriate processes.
In this study, a procedure focused on process selection and adaptation for managing ITSM using the ITIL framework in universities has been proposed. This method addresses Critical Success Factors (CSFs) to determine the most suitable ITIL processes for various business functions. Data was collected from university stakeholders, including academic leaders and students, through questionnaires. The proposed framework was applied in a case study involving five private universities in the Kurdistan Region of Iraq. Ultimately, a complete lifecycle for the implementation of the selected processes was designed.
Keywords: ITSM, ITIL, IT Service Process, Frameworks.
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