Comparative Evaluation of ITIL-Based Process Landscapes

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Author(s): Vladimir Stantchev (Berlin Institute of Technology, Germany)and Martin Goernitz (KRALLMANN AG, Germany)
Copyright: 2011
Pages: 10
Source title: Electronic Globalized Business and Sustainable Development Through IT Management: Strategies and Perspectives
Source Author(s)/Editor(s): Patricia Ordóñez de Pablos (Universidad de Oviedo, Spain), Miltiadis Lytras (CTI, Greece), Waldemar Karwowski (University of Central Florida, USA)and Rongbin W.B. Lee (Hong Kong Polytechnic University, Hong Kong)
DOI: 10.4018/978-1-61520-623-0.ch013

Keywords: Business & Management / Business Science Reference / Global Business

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Abstract

The Information Technology Infrastructure Library’s (ITIL) is widely used as a model for IT service processes mainly due to its general nature. A drawback of this generality is that it greatly hinders the conversion of best practices into specific implementable processes. To assess such processes for their completeness and to find and overcome possible weak-spots in the design, this work proposes an in-depth comparison with available best practice frameworks that relate to and extend the ITIL, such as the Microsoft Operations framework (MOF). The comparison and evaluation method is presented and verified exemplarily with an actual pilot-phase process implementation.

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Comparative Evaluation of ITIL-Based Process Landscapes

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