A Solution for Establishing the Information Technology Service Management Processes Implementation Sequence

Arcilla, Magdalena; Calvo-Manzano, José A.; Cuevas, Gonzalo; Gómez, Gerzón; Ruiz, E. Olías; Feliú, Tomás San

doi:10.1007/978-3-540-85936-9_10

Cited by 7 publications

(9 citation statements)

References 1 publication

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The reference [20,30] are examples of static sequence where the authors establish a way to measure the relationship among the different processes. These processes, conveniently classified, determine a graph in which cyclical or dependent paths can be found.…”

Section: Static Sequencesmentioning

confidence: 99%

“…There are several studies which make approaches around ITIL implementation and how this implementation should be conducted. These studies consider different points of views [13]: Analysis of success factors [14][15][16] (i.e., the factors that most affect the implementation of the ITIL and may have a great influence on the success of the ITIL implementation); the strategy that should be followed to implement ITIL in [10,17,18], that is the overall steps to follow when implementing ITIL; order of how processes should be implemented [9,19,20] (i.e., the sequence of processes should be followed to implement the ITIL properly to maximize success options); considering the characteristics of the organizations [21], which means to consider the size, age, and other specific parameters that may influence the implementation of the ITIL; and finally, an approach considering other specific topics.…”

Section: Introductionmentioning

confidence: 99%

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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: Static Sequencesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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

Rubio

Arcilla

2019

Applied Sciences

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“…Fixed sequences of IT processes refer to strategies that propose a static sequence of ITIL processes independent of the company and the competitors, such as the processes already implemented or any variables. Examples can be found in [9] and in [15]. The proposed solutions look for a measure of the relationship among different processes.…”

Section: Approach 1: Fixed Set Of Processesmentioning

confidence: 99%

“…This represents a handicap mainly for small organizations with few resources and small data centers or small IT departments. Different authors proposed examples of approaches to the problem of strategy, sequence of processes, and success factors when implementing ITIL processes [5][6][7][8][9]. These references evidence that ITIL implementation is usually analyzed from diverse points of view.…”

Section: Introductionmentioning

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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“…Based on the analysis of dependencies, the process areas are grouped into clusters and implementation sequence alternatives are provided. Arcilla et al present a similar work to Manzano et al's work, but their work is based on Information Technology Infrastructure Library (ITIL) which is a set of best practices for IT Service Management . Monteiro et al identify dependencies among CMMI process areas to understand their impact on the implementation at the maturity level 2.…”

Section: Related Workmentioning

confidence: 99%

Identifying correlations of findings for building process improvement packages using graph clustering

Choi

Kim

Park

2015

J Software Evolu Process

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Software process improvement (SPI) begins with process assessment based on a process reference model such as CMMI. Process improvement action items in SPI are determined according to the identified strengths and weaknesses of the current practice. Therefore, given that a list of assessment findings has been identified, it is important to analyze correlations of findings and identify relevant findings for building improvement items. However, correlation analysis requires expertise and considerable efforts, which makes it difficult for practitioners to perform it in process improvement projects. In this work, we present a CMMI‐based method for identifying correlations of findings and building improvement packages using graph clustering techniques. We evaluate the method using industrial data. Copyright © 2015 John Wiley & Sons, Ltd.

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A Solution for Establishing the Information Technology Service Management Processes Implementation Sequence

Cited by 7 publications

References 1 publication

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

Identifying correlations of findings for building process improvement packages using graph clustering

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