Relevant bibliographies by topics / Information technology infrastructure library (ITIL)

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Information technology infrastructure library (ITIL)'

Author: Grafiati
Published: 4 June 2021
Last updated: 11 June 2025

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Journal articles on the topic "Information technology infrastructure library (ITIL)"

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Wulandari, Triana. "OPTIMALISASI PROSEDUR OPERASIONAL BERDASARKANSERVICE OPERATION SESUAI SIKLUS INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY V.3." Aplikasi Administrasi: Media Analisa Masalah Administrasi 21, no. 2 (2019): 169. http://dx.doi.org/10.30649/aamama.v21i2.108.

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This study attempts to find out how best in optimizing operational handling technology in a company. Any company that uses technology as bagain of business can optimize it have to be investment in technology and the opportunities greater sustainability. Way as on the optimizing operational is to provide several a standard procedure that is we can the adoption of itil v3 so that a groove of work and evaluation can be executed with optimal.With the introduction of the optimization of workflow then it is hoped the process of change can be detected faster so that the sustainability of. petrifaction in his business.The procedures to be furnished event management, among others incident management, fulfillent, request the problem of management and permissions. Keyword:Service operation, ITIL, Procedure
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Lucio-Nieto, Teresa, and Dora Luz González-Bañales. "Exploring ITIL® Implementation Challenges in Latin American Companies." International Journal of Information Technologies and Systems Approach 12, no. 1 (2019): 73–86. http://dx.doi.org/10.4018/ijitsa.2019010105.

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The purpose of this article is to explore the challenges faced when implementing the information technology infrastructure library (ITIL) framework. An online survey was completed by 169 Latin American companies. Questions focused mainly on the current perceptions and assessment of ITIL benefits. A descriptive statistical analysis approach was employed. Evidence suggests that the main challenges of implementing ITIL are the time devoted by the information technology staff involved in the project, their understanding of ITIL purposes, and the support they receive from senior management. Participants suggested that the existence of a service management office (SMO) could represent a way of addressing these challenges and to more effectively realize ITIL benefits.
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Sallu, Sulfikar, and Qammaddin Qammaddin. "RANCANGAN PEMBELAJARAN JARINGAN KOMPUTER MODEL DICK DAN CAREY BERBASIS MANAJEMEN LAYANAN INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL)." Instruksional 2, no. 2 (2021): 1. http://dx.doi.org/10.24853/instruksional.2.2.1-6.

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Computer Network Learning is one of the teaching and learning processes in the compulsory Computer Networking course in a study program in the computer science family. Dick and Carey designs are the general components of a learning material from the procedures that will be used in learning to produce the desired learning outcomes. Furthermore, Information Technology Infrastructure Library (ITIL) is one of the frameworks that is part of Service Management in IT governance to make it easier to evaluate IT services and to find out things that must be developed in that service. The purpose of this study was to produce a design concept in the ITIL-based dick and carey model of computer network learning design. The method used is a literature review that utilizes all available reference sources. The result achieved is the ITIL-based Dick and Carey model computer network course concept which will create a quality computer network learning design.
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Irfandhi, Kornelius, Ariani Indrawati, Dwykie Alexandra, Krisantus Wanandi, Yanuari Harisky, and Suryadiputra Liawatimena. "Impelementation of Information Technology Service Management at Data And Information System Center of XYZ University." ComTech: Computer, Mathematics and Engineering Applications 7, no. 1 (2016): 41. http://dx.doi.org/10.21512/comtech.v7i1.2220.

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Information Technology (IT) is increasingly progressing. Nowadays, the success of a business of the organization/company is highly dependent on the IT infrastructure used. Therefore, organizations/companies have to manage their IT service to be optimal to their customers. Looking at this matter and the increasing dynamics of XYZ University, then Data and Information System Center (Pusdatin) - an IT provider of XYZ University began implementing IT Service Management (ITSM) from 2013 using the latest version of Information Technology Infrastructure Library (ITIL), namely ITIL v3 as a framework for implementing ITSM in its business processes. However, along the way, there are still some problems happen in Pusdatin in order that ITSM can actually support and align with the objectives of XYZ University. Through this paper, the authors want to explain how the implementation of ITSM at Pusdatin, identify the problems related to the implementation of ITSM, and provide the solutions for each problem. The methods used are direct observation to Pusdatin, conductan interview with the Head of Pusdatin and Staff of Pusdatin, and also perform a literature review of books and papers that discuss about ITIL. The result of this research is that ITSM process of Pusdatin generally works quite well but there are still some shortcomings because ITSM is not 100% implemented in all areas.
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Rubio Sánchez, Juan Luis. "Optimization Algorithm to Sequence the Management Processes in Information Technology Departments." Computation 9, no. 5 (2021): 60. http://dx.doi.org/10.3390/computation9050060.

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The most important standard in technology services management is the Information Technology Infrastructure Library (ITIL). The literature review developed shows that one of the most important questions to answer is finding the sequence of processes to be implemented, mainly in small companies with few resources. The purpose of this paper is to show a methodology that defines an optimal specific sequence of processes for each small company depending on internal and external parameters. The main contribution of this paper is a proven methodology to obtain a particular sequence of ITIL processes specifically adapted to each company, based on a mathematical and statistical model that uses data from a web survey. Its application generates an optimal sequence of ITIL processes. The methodology has been applied with successful results in a real case, and it shows specific benefits over the previous approaches. The main learning objective of this research is a proven method to obtain an optimal sequence of processes for the implementation of ITIL in small companies. Finally, some future works are presented.
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Blumberg, Malcolm, Aileen Cater-Steel, Mohammad Mehdi Rajaeian, and Jeffrey Soar. "Effective organisational change to achieve successful ITIL implementation." Journal of Enterprise Information Management 32, no. 3 (2019): 496–516. http://dx.doi.org/10.1108/jeim-06-2018-0117.

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Purpose Although an increasing number of organisations implement the Information Technology Infrastructure Library® (ITIL®) with the aim to improve provision of information technology services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. The organisational change strategies of organisations during ITIL implementation initiatives may have an effect on success, but empirical research on this topic is scarce. The paper aims to discuss these issues. Design/methodology/approach A multiple case study methodology comprising successful ITIL implementations in eight large Australian organisations is used. A socio-technical systems approach represented by Leavitt’s Diamond is adopted as a lens to shed light on the attributes of effective organisational change strategies for successful ITIL implementation. Findings This paper identifies organisational change strategies employed by organisations that have effected a successful ITIL implementation. The authors identified that the ITIL implementation required changes to the four components of the socio-technical work system (STS) identified in Leavitt’s Diamond. Changes to one STS component affected other STS components when implementing ITIL; and that effort applied to the STS components did not need to be equal, but appropriate to the requirements of the ITIL implementation and the organisation. Research limitations/implications The sample size of eight ITIL implementation cases studied may limit the generalisation of findings. Practical implications This research provides IT service management researchers and ITIL practitioners, for the first time, information about organisational change strategies as applied to successful ITIL implementations. Originality/value This research has developed novel insights into organisational change strategies and ITIL implementation that had not previously been explored.
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Septiyanti, Reni, Darius Antoni, M. Izman Herdiansyah, and Widya Cholil. "Analisis Layanan Digital Kependudukan Untuk Masyarakat Miskin di Kota Palembang Menggunakan Framework Information Technology Infrastructure Library (ITIL)." JURNAL MEDIA INFORMATIKA BUDIDARMA 5, no. 2 (2021): 590. http://dx.doi.org/10.30865/mib.v5i2.2825.

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As it is known that the Government of Palembang has implemented e-government, but how much e-government can help the Palembang city government to interact between the government and all levels of society including the poor in the city of Palembang. In its application, the condition of e-government services is still insufficient infrastructure that supports e-government services for the poor in palembang. To design a good e-government service, it is necessary to design SI/IT services for the community in Palembang with service design stages in the Framework Information Technology Infrastructure Library (ITIL) Version 2011 in order to be accepted in all levels of society including the poor in the city of Palembang. SI/IT service design based on the results of analysis of the condition and needs of SI/IT services to the business process of community service. This research uses qualitative approach method and analysis with reference standard approach using ITIL standard version 2011 in Service Design. The result of this research is in the form of the design of information system of digital service of population such as administration and population services, Family of Hope Program (PKH) services and digital archive storage services based on the Stages of Service Design in ITIL Version 2011 that has been done, namely the Service Level Management process in the form of Service Level Requirement, Service Level Agreement and Operational Level Agreement documents.
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Agustina, Hellen, Alifia Nur Kamila, and Siti Mukaromah. "Analisis Manajemen Layanan Teknologi Informasi Berbasis Framework Information Technology Infrastructure Library (ITIL) V3 Pada SMA XYZ." ILKOMNIKA: Journal of Computer Science and Applied Informatics 3, no. 3 (2021): 323–29. http://dx.doi.org/10.28926/ilkomnika.v3i3.392.

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Pada era sekarang ini kemajuan Teknologi Informasi (TI) berkembang menjadi sangat pesat. Banyak pihak yang memanfaatkan perkembangan TI untuk membantu proses bisnis yang mereka miliki. Salah satunya adalah Sekolah Menengah Atas (SMA) XYZ Sidoarjo yang telah menerapkan teknologi informasi dalam proses operasionalnya menggunakan Digital Akademik (DIAKAD) dengan tujuan untuk memberikan pelayanan yang maksimal. Oleh karena itu, Sekolah Menengah Atas (SMA) XYZ harus mampu melaksanakan pemantauan dan evaluasi dari sistem tersebut dengan maksimal. Untuk mengetahui apakah teknologi informasi yang digunakan bekerja secara maksimal maka diperlukan framework yang dapat membantu pengelolaan layanan TI. SMA XYZ telah dikembangkan dengan cukup baik. Namun, beberapa kendala masih ditemukan dalam penerapannya. Kurangnya pemahaman SDM pada sistem yang telah digunakan. Penelitian ini menggunakan framework ITIL V3 dengan domain service operation yang berfokus pada layanan teknologi informasi dengan melakukan survey pengambilan data pada SMA XYZ dengan obervasi wawancara. Hasil penelitian ini menunjukkan beberapa rekomendasi seperti dilakukannya pelatihan penggunaan sistem secara berkala oleh ahli pada bidang IT. Sehingga permasalahan yang terjadi dapat diatasi dengan cepat tanpa mengganggu aktivitas yang lainnya.
 Kata kunci: ITIL V3, Service Operation, DIAKAD
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Larrocha, Elena Ruiz, Jesús M. Minguet, Gabriel Díaz, et al. "Proposals for Postgraduate Students to Reinforce Information Security Management Inside ITIL®." International Journal of Human Capital and Information Technology Professionals 2, no. 2 (2011): 16–25. http://dx.doi.org/10.4018/jhcitp.2011040102.

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This paper is complementary to the previous work published and awarded as Best Student Paper at the International Conference EDUCON 2010 (sponsored by the IEEE Education Society): “Filling the gap of Information Security Management inside ITIL®: proposals for postgraduate students”. This paper reviews and updates those different proposals made at UNED, for post-graduate students, at the area of IT Services Management and tries to fill the gap of the treatment due in ITIL® (Information Technology Infrastructure Library) to Information Security Management. The treatment given to Information Security Management in ITIL, both versions 2 and 3, are analyzed. The different post-graduate courses offered that fill these methodologies and the opinions and evaluations of the students are discussed.
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Da Silva, Adilson Ricardo, Rafael Rodrigues Pereira, João Paulo Rocha, and Carlos Eduardo Costa Vieira. "Modelo de Gerenciamento de Suporte e Entrega de Serviços de Tecnologia da Informação: Estudo de Caso." Revista Eletrônica TECCEN 3, no. 2 (2010): 23. http://dx.doi.org/10.21727/198409932010.teccen.v3i2.23-34.

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O objetivo do artigo é apresentar um modelo de gerenciamento de infraestrutura de Tecnologia da Informação (TI) usando o ITIL (Information Technology Infrastructure Library) em conjunto com o OcoMon, software para Gerenciamento de TI. Realizou-se um estudo de caso a fim de analisar os benefícios de se aplicar essas práticas de gerenciamento de suporte de serviços.
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Dissertations / Theses on the topic "Information technology infrastructure library (ITIL)"

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González, Flores María de la Paz. "ITIL (Information Technology Infrastructure Library) Descripción, Funcionamiento y Aplicaciones." Tesis de Licenciatura, Universidad Autónoma del Estado de México, 2015. http://hdl.handle.net/20.500.11799/99997.

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Nehme, Jalal, Marcus Persson, and Shahrouz Lahiji. "How can ITIL influence IT outsourcing." Thesis, Jönköping University, JIBS, Business Informatics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12500.

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<p>The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:</p><p>“What are ITIL’s effects on IT Outsourcing implementation?”</p><p>The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way.</p><p>The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.</p>
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Ißler, Lutz. "Informationsverarbeitung im Informationsmanagement : Modellierung von Aufgaben und verarbeiteten Informationen am Beispiel der Information Technology Infrastructure Library (ITIL)." Doctoral thesis, Universitätsbibliothek Leipzig, 2008. http://nbn-resolving.de/urn:nbn:de:bsz:15-20081204-072248-9.

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Das Informationsmanagement im Gesundheitswesen entwickelt Informationssysteme von Krankenhäusern und medizinischen Organisationen weiter. Dazu benötigt es Informationen, die ihm von Informationsmanagement-Informationssystem (IMIS) bereitgestellt werden. Das IMIS muss ebenfalls zielgerichtet weiterentwickelt werden. Die Grundlage für die Bewertung und Konstruktion eines IMIS ist ein Modell der Aufgaben und verarbeiteten Informationen im Informationsmanagement. Der Autor entwickelt eine Formalisierung der Informationsverarbeitung und darauf aufbauend Kriterien für Modelle der Informationsverarbeitung im Informationsmanagement im Gesundheitswesen sowie Modellierungsregeln und ein Vorgehen zur Modellierung. Die Angemessenheit der entwickelten Formalisierung und der Kriterien, der Regeln und des Vorgehens zeigt der Autor mit der Modellierung der Informationsverarbeitung in den neun Kernprozessen der Information Technology Infrastructure Library (ITIL), einer Sammlung von Empfehlungen für das Management von IT-Dienstleistungen. Aufbauend auf einer erweiterten Version dieses Modells kann ein IMIS für das Gesundheitswesen konstruiert werden.
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Woodell, Eric A. ""Measuring Operational Effectiveness of Information Technology Infrastructure Library (ITIL) and the Impact of Critical Facilities Inclusion in the Process."." Thesis, Robert Morris University, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=3617032.

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<p> Information Technology (IT) professionals use the Information Technology Infrastructure Library (ITIL) process to better manage their business operations, measure performance, improve reliability and lower costs. This study examined the operational results of those data centers using ITIL against those that do not, and whether the results change when traditional facilities engineers are included in the process. Overall, those IT departments using ITIL processes had no statistically significant improvements when compared to those who do not. Inclusion of Critical Facilities (CF) personnel in the framework offered a statistically significant improvement in their overall reliability of their data centers. Those IT departments who do not include CF personnel in the ITIL framework have a slightly lower level of reliability than those who do not use the ITIL processes at all.</p>
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Egeler, Markus. "Perceived benefits for customer service of ITIL IT control use." Click here to access this resource online, 2008. http://hdl.handle.net/10292/546.

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IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.
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Mosweu, Osadi Elizabeth. "An assessment of the capacity management process of the information technology infrastructure library (ITIL) framework in delivering value in public sector." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2662.

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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2017.<br>In Information Technology (IT) service management, the Information Technology Infrastructure Library (ITIL) has been established as a standard and framework for managing IT services within private and public sector. However, in South African public sector, the value of this framework including the capacity management process has not been determined. The aim of the study was to assess the capacity management process within the service design stage of the ITIL framework in managing IT services at a selected public organisation in South Africa. Assessing capacity management in the context of this research was to judge whether it adds value to the organisation. Main questions asked were: to what extent has ITIL been implemented in the public sector in South Africa?, what benefits have been achieved through the implementation of ITIL in the public sector in South Africa? and how effective is the capacity management process of ITIL in the South African public sector? The study adopts a qualitative approach based on primary and secondary data. A purposive sampling method was used to collect data through interviews of ICT officials in Pretoria and Western Cape regions. It is evident in terms of the findings that capacity management within the organisation is practiced, but the organisation still has challenges in managing the process. Findings reveal challenges around user account management, ICT skills shortage and capacity constraints, information, network monitoring tools, and ITIL implementation. DeLone and McLean theoretical framework was used to analyse the capacity management process to explain the findings. A lack of clear ICT planning among the leadership is a contributing factor. Lack of adhering to standards, procedures and processes make it almost impossible to manage capacity. Efforts to address the technical and organisational challenges such as technical skills and stakeholders immediately reporting the users that need to be terminated on systems prohibit the success of capacity management process. Drawing the conclusion, it is recommended that efforts to address challenges should move beyond just ICT, into a comprehensive action by all stakeholders in respective of inter departmental units and executive who make decisions. Solutions should be embedded with ICT being able to manage technology, auditing of processes, and capacity to ensure excellence through reduced risk, increased efficiency, confident forecasts, and cost effectiveness is essential.
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Machado, Mauro José Patusco. "ITIL aplicado ao Ciclo de Vida de Aplicações Distribuídas: Estudo de Caso." Master's thesis, Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais, 2015. http://hdl.handle.net/10400.26/10296.

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Projeto apresentado para cumprimento dos requisitos necessários à obtenção do grau de Mestre em Sistemas de Informação Organizacionais<br>Por forma a acompanhar as rápidas alterações que são produzidas no mercado é condição necessária para obter sucesso e diferenciação estratégica o modo como está preparada a infraestrutura de Tecnologias de Informação (TI). Uma das possibilidades para as empresas terem uma infraestrutura de TI preparada para receber estes desafios é um conjunto de boas práticas que constam na literatura da Information Technology Infrastructure Library 2011 (ITIL). Esta permite através da sua implementação nas organizações a redução de custos, melhoria da produtividade e uma qualidade sempre ajustada às expectativas do cliente. Como objetivos deste estudo de caso temos a descrição da importância da framework ITIL 2011 na prestação de serviços de TI, ao nível de gestão de Ciclo de Vida Aplicacional (CVA), promovendo assim a criação de valor e a satisfação dos clientes de TI. Pretende-se efetuar uma exposição do benefício da adoção de boas práticas do ITIL no auxílio à gestão do ciclo de vida de aplicações em plataformas distribuídas e o que muda com a introdução desta nos seus processos de negócio, o nível de produtividade e qualidade, comparando resultados antes e aquando a implementação das boas práticas ITIL nas promoções de versões das aplicações entre os vários ambientes, assim como uma análise à gestão do risco pertencente a este processo. Após ter sido definido e delimitado o tema do estudo de caso alvo deste projeto, a metodologia utilizada para a sua elaboração centrou-se numa primeira fase na recolha do material para efetuar o estudo, da análise e de tratamento deste. Seguiu-se a elaboração do estudo de caso, retiradas as conclusões e idealizadas perspetivas de trabalho futuro. Procurou-se sempre uma contínua atualização da literatura utilizada para a elaboração deste relatório de projeto. Como principais conclusões, verifica-se um maior controlo sobre alterações e entregas existente no ciclo de vida das aplicações e plataformas, assim como uma melhor gestão do risco envolvido proveniente da automatização de processos e redução de custos inerentes às operações.<br>Abstract:In order to follow the fast pace of market changes through strategic differentiation and to become successful, it’s important how the infrastructure of IT it's built. What makes possible organizations to have IT infrastructure prepared to receive these challenges are a set of guidelines from ITIL 2011 framework. This framework allows through implementation, cost reduction, improved productivity always taking into account the customer expectation. The goals expected in this case study of implementing ITIL 2011 framework increase productivity, quality, risk management and delivering services by adding value to the process and meet customer expectations. By analyzing the use of ITIL guidelines applied to the application life cycle management on distributed platforms and reading the changes performed to the business processes. Comparing the results after ITIL framework has been implemented with existing ones in the past, performance keys like productivity level, quality, and risk management are measured. After the subject/objective of this case study is defined, the used methodology to make the case study it's focused on the first phase on collecting information and analysis about the current situation (As-Is). In this case study conclusions are made and future improvements are suggested. The literature used in this case study was the available information at the moment. The main conclusions of this case study are improved control of changes and delivery over the application life cycle management, less risk involved because process automation reduces the risk inherent to the change procedure and cost reduction because less resources are used.
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Dvořák, Petr. "ITIL trenažér." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2013. http://www.nusl.cz/ntk/nusl-236394.

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This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reactions of responsible users. The application can be used by IT administrators or Service Desk managers to train new IT engineers or Service Desk operators.
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Corrêa, Sergio Luis Lima. "Análise de relevância de elementos de custo em manutenção e suporte de sistemas ERP nas IFES: uma abordagem baseada em TCO e ITIL." Universidade Federal Fluminense, 2015. https://repositorio.ufjf.br/jspui/handle/ufjf/6985.

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Submitted by Renata Lopes (renatasil82@gmail.com) on 2018-08-02T17:34:02Z No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5)<br>Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2018-08-02T17:36:11Z (GMT) No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5)<br>Made available in DSpace on 2018-08-02T17:36:11Z (GMT). No. of bitstreams: 1 sergioluislimacorrea.pdf: 2831312 bytes, checksum: 6561fc06286d3d5e2ee6d4736aadf79c (MD5) Previous issue date: 2015-07<br>PROQUALI (UFJF)<br>Sistemas Integrados de Gestão Empresarial, conhecidos como ERP (Enterprise Resource Planning), são desenvolvidos e mantidos pelas IFES (Instituições Federais de Ensino Superior) para o desempenho das atividades que lhes competem, além disso, sua abrangência permite obtenção de informações gerenciais tornando-se valioso recurso estratégico. Recentes orientações dos órgãos de fiscalização e controle governamental, visando o aumento da eficiência, maior produtividade da máquina pública, e redução de custos têm levado as IFES a adotar políticas de governança de TI. Sistemas ERP geralmente são muito abrangentes e caros, por isso seus custos devem ser mensurados, não somente custos de aquisição, mas principalmente custos de manutenção e suporte. Neste sentido, com objetivo de determinar os elementos de custo para mensurar os custos de manutenção e suporte na gestão de sistemas ERP, houve motivação para esta pesquisa sobre a metodologia TCO (Total Cost of Ownership) suportada pelos processos do framework ITIL (Information Technology Infrastructure Library). O presente trabalho, de caráter descritivo, identificou e relacionou, a partir da pesquisa bibliográfica, os elementos de custo mais evidentes no TCO e ITIL. Em seguida, foi aplicado um questionário web, junto a Especialistas em gestão de Sistemas ERP das IFES, visando mapear sua percepção de relevância sobre esses elementos de custo elencados na pesquisa. Os resultados mostram os elementos de custo ordenados por relevância e frequência aplicáveis à manutenção e suporte de sistemas ERP e a contribuição esperada é a de facilitar a mensuração desses custos.<br>Integrated Systems Management, known as ERP (Enterprise Resource Planning), are developed and maintained by IFES (Federal Institutions of Higher Education) for the performance of activities that concern them, in addition, its scope allows obtaining management information becoming valuable strategic resource. Recent guidelines of the supervisory bodies and government control, aimed at increasing efficiency, higher productivity of public administration, and cost reduction have led IFES to adopt IT governance policies. ERP systems are usually very comprehensive and expensive, so their costs should be measured, not only acquisition costs, but mainly maintenance and support costs. In this regard, in order to determine the cost elements to measure the costs of maintenance and support in managing ERP systems, there was motivation for this research on the TCO methodology (Total Cost of Ownership) supported by ITIL framework processes (Information Technology Infrastructure Library). This work, descriptive, identified and listed from the literature, the most obvious cost elements in TCO and ITIL. Then a web questionnaire was administered, along with experts in ERP systems management of IFES, aiming to map their perception of relevance of these cost factors listed in the survey. The results show the cost elements ordered by relevance and frequency that the maintenance and ERP systems support and the expected contribution is to facilitate the measurement of these costs.
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Širůček, Pavel. "Aplikační programové rozhraní pro ITIL Service Desk systémy." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2016. http://www.nusl.cz/ntk/nusl-255358.

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Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.
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Books on the topic "Information technology infrastructure library (ITIL)"

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Nana, Hamilton. Ame liorer la qualite des services avec la gestion des proble mes ITIL. Eyrolles-E d. d'Organisation, 2009.

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Buchsein, Ralf. IT-Management mit ITIL V3: Strategien, Kennzahlen, Umsetzung ; [mit Online-Service]. 2nd ed. Vieweg + Teubner, 2008.

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Olbrich, Alfred. ITIL kompakt und verständlich: Effizientes IT Service Management -- Den Standard für IT-Prozesse kennenlernen, verstehen und erfolgreich in der Praxis umsetzen. 4th ed. Vieweg+Teubner Verlag / GWV Fachverlage GmbH, Wiesbaden, 2008.

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Walsh, R. Taylor. The national information infrastructure and the recommendations of the 1991 White House Conference on Library and Information Services. U.S. National Commission on Libraries and Information Science], 1994.

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United States. National Commission on Libraries and Information Science., ed. The national information infrastructure and the recommendations of the 1991 White House Conference on Library and Information Services. The Commission, 1994.

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From Gutenberg to the global information infrastructure: Access to information in the networked world. MIT Press, 2000.

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Itil And Organizational Change. IT Governance Publishing, 2013.

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Ccta. Information Technology Infrastructure Library Practices for Small Information Technology Units (It Infrastructure Library). Stationery Office Books (TSO), 1995.

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Ccta. Information Technology Infrastructure Library Practices for Small Information Technology Units (It Infrastructure Library). Stationery Office Books (TSO), 1995.

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Information Technology Services Organization (IT Infrastructure Library). Stationery Office Books (TSO), 1993.

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Book chapters on the topic "Information technology infrastructure library (ITIL)"

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Barafort, Béatrix, Bernard Di Renzo, and Olivier Merlan. "Benefits Resulting from the Combined Use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL)." In Product Focused Software Process Improvement. Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/3-540-36209-6_27.

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McPhee, David. "Information Technology Infrastructure Library (ITIL®)." In Encyclopedia of Information Assurance. CRC Press, 2010. http://dx.doi.org/10.1081/e-eia-120046727.

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Ing Tiong, Chee, Aileen Cater-Steel, and Wui-Gee Tan. "Measuring Return on Investment from Implementing ITIL." In Information Technology Governance and Service Management. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-008-0.ch023.

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This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of the IT Infrastructure Library (ITIL) framework. ITIL outlines an extensive set of best practices for IT service management in organizations but as yet there is limited academic research on measuring the return on investment from ITIL adoption. This review considers appropriate metrics which service managers could use to build a business case for ITIL adoption, or ongoing ITIL projects.
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Elhefnawi, Mohamed. "ITIL Implementation in a Major Arabian Gulf Company." In Cases on Enterprise Information Systems and Implementation Stages. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-2220-3.ch013.

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The experience of many organizations that have automated their business capabilities using enterprise information systems indicates that the realization of the sought business gains and promised returns on investment are conditional to having in place an effective strategy to support and maintain such systems technically and functionally during the post-implementation phase. It is argued that the proper implementation of Information Technology Infrastructure Library (ITIL) represents an ideal forum for providing effective support tools that include service/help desk and incident reporting functions for end-users to report problems and issues or request enhancements, change management and configuration management functions to manage and document changes to the applications and functionalities, as well as IT infrastructure inventory and tracking applications. ITIL framework is widely used as a best-practice framework for IT services management. It outlines a set of integrated processes and procedures that will structure and re-engineer IT services activities, shifting IT function to be enterprise-wide business-focused while making the best use of the deployed technology. The case described in this chapter reflects the approach adopted by the IT function of an Arabian Gulf Company (AGC) used for ITIL implementation, highlighting the main challenges that have been encountered in this project.
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Ravasan, Ahad Zare, Mohammad Mehrabioun Mohammadi, and Homa Hamidi. "An Investigation Into the Critical Success Factors of Implementing Information Technology Service Management Frameworks." In Corporate and Global Standardization Initiatives in Contemporary Society. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-5320-5.ch009.

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During the last decade, many organizations have adopted information technology service management (ITSM) frameworks such as information technology infrastructure library (ITIL). However, such efforts are challenging and costly and not all have been successful. Keeping this in mind, this chapter seeks to identify critical success factors (CSFs) that impact successful implementation of ITSM frameworks with a focus on ITIL. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. The data of 122 valid questionnaires were analyzed using robust exploratory factor analysis (EFA) to validate and categorize identified factors. Finally, 22 CSFs are categorized under five “organizational,” “human resources,” “project management,” “managerial,” and “process” main groups. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in research and practice.
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Wan, Stewart H. C. "Business Continuity Planning in Business-Aligned IT Service Management." In Handbook of Research on Information Communication Technology Policy. IGI Global, 2011. http://dx.doi.org/10.4018/978-1-61520-847-0.ch004.

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This chapter aims at presenting the common planning issues in service-oriented Information Technology (IT) management. They include the following aspects - the key issues for implementing ITIL (IT Infrastructure Library) based IT service management in practical case, how to improve the understandings of business services in IT operations as well as the role of business continuity planning (BCP) processes in IT service management. In commercial operations, it is common for IT functions to have different focus with business functions. Business-aligned IT management forms one of the missions for senior management especially the IT manager. The exercises in initiating and implementing BCP provide a platform for an organization’s management to realize the mapping of IT and business operations, which kick-off the campaign of business-aligned IT services.
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"Audits in Cybersecurity." In Cyber Security Auditing, Assurance, and Awareness Through CSAM and CATRAM. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-4162-3.ch007.

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The objective of this chapter is to provision a comprehensive literature review of the most relevant approaches for conducting cybersecurity audits. The study includes auditing perspectives for specific scopes and the best practices that many leading organizations are providing for security and auditing professionals to follow. The chapter reviews relevant features for auditing approaches in the following order: ISO/IEC 27001:2013, ISO/IEC 27002:2013, Control Objectives for Information and Related Technology (COBIT) 2019, Information Technology Infrastructure Library (ITIL) 4, AICPA, ISACA, NIST SP 800-53, NIST CSF v1.1, IIA, PCI DSS, ITAF, COSO, ENISA, NERC CIP, and CSAM.
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Sabillon, Regner. "Audits in Cybersecurity." In Research Anthology on Business Aspects of Cybersecurity. IGI Global, 2022. http://dx.doi.org/10.4018/978-1-6684-3698-1.ch001.

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The objective of this chapter is to provision a comprehensive literature review of the most relevant approaches for conducting cybersecurity audits. The study includes auditing perspectives for specific scopes and the best practices that many leading organizations are providing for security and auditing professionals to follow. The chapter reviews relevant features for auditing approaches in the following order: ISO/IEC 27001:2013, ISO/IEC 27002:2013, Control Objectives for Information and Related Technology (COBIT) 2019, Information Technology Infrastructure Library (ITIL) 4, AICPA, ISACA, NIST SP 800-53, NIST CSF v1.1, IIA, PCI DSS, ITAF, COSO, ENISA, NERC CIP, and CSAM.
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Nicho, Mathew, and Hussein Fakhry. "An Integrated Security Governance Framework for Effective PCI DSS Implementation." In Privacy Solutions and Security Frameworks in Information Protection. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-2050-6.ch012.

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This paper analyses relevant IT governance and security frameworks/standards used in IT assurance and security to propose an integrated framework for ensuring effective PCI DSS implementation. Merchants dealing with credit cards have to comply with the Payment Card Industry Data Security Standards (PCI DSS) or face penalties for non-compliance. With more transactions based on credit cards, merchants are finding it costly and increasingly difficult to implement and interpret the PCI standard. One of the top reasons cited for merchants to fail PCI audit, and a leading factor in data theft, is the failure to adequately protect stored cardholder data. Although implementation of the PCI DSS is not a guarantee for perfect protection, effective implementation of the PCI standards can be ensured through the divergence of the PCI standard into wider information security governance to provide a comprehensive overview of information security based not only on security but also security audit and control. The contribution of this paper is the development of an integrated comprehensive security governance framework for ‘information security’ (rather than data protection) incorporating Control Objectives for Information and related Technology (COBIT), Information Technology Infrastructure Library (ITIL) and ISO 27002.
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Stephens, R. Todd. "A Requirements Approach for Building an Enterprise Cloud Service Catalog." In Global Virtual Enterprises in Cloud Computing Environments. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-3182-1.ch004.

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In the context of cloud computing, the service catalog is a critical component of the cloud computing architecture. Most cloud computing projects will invariably begin with a discussion of what IT services an enterprise needs. Even when end users have a cloud environment, the business still wants to know which cloud services we need and how much does it costs. Information Technology Infrastructure Library (ITIL) service design defines a service catalog as a list of technology-enabled services that an organization provides, often to its employees or customers. More specifically, the service catalog is an expression of the operational capability of a service provider or enterprise within the context of an end customer, a market space, or an internal business unit stakeholder. Unfortunately, most service catalogs are built by technologists for technologists. This design methodology is fine assuming the user of the catalog is an information technology professional.
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Conference papers on the topic "Information technology infrastructure library (ITIL)"

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Raflesia, Sarifah Putri, Kridanto Surendro, and Rossi Passarella. "The user engagement impact along information technology of infrastructure library (ITIL) adoption." In 2017 International Conference on Electrical Engineering and Computer Science (ICECOS). IEEE, 2017. http://dx.doi.org/10.1109/icecos.2017.8167130.

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Marchão, Joaquina, Leonilde Reis, and Paula Ventura. "OPERATION MANAGEMENT USING ITIL AND COBIT FRAMEWORK." In Fourth International Scientific Conference ITEMA Recent Advances in Information Technology, Tourism, Economics, Management and Agriculture. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2020. http://dx.doi.org/10.31410/itema.2020.201.

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Information and Communication Technologies management is now increasingly challenging in a highly digital and connected world, with different services emerging for different clients with heterogeneous infrastructures, software, assets, different service requirements, security risks increasing, organizational structures not flexible to adjust. These are some of the variables to manage in Information and Communication Technologies departments. This paper aims to present a literature review to support the design of an approach for service operation management in a medium-sized organization, to improve operational efficiency, cost optimization and stakeholder satisfaction, relevant topics in any organization strategy. The applied methodology includes a literature study related with the frameworks Control Objectives for Information and Related Technology (COBIT) and Information Technology Infrastructure Library (ITIL). The main results underlying the literature review were based on the use of keywords in the subject domain.
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Gunawan, Hendro. "Strategic Management for IT Services Using the Information Technology Infrastructure Library (ITIL) Framework." In 2019 International Conference on Information Management and Technology (ICIMTech). IEEE, 2019. http://dx.doi.org/10.1109/icimtech.2019.8843711.

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Limanto, Andrean, Azqa Fikri Khwarizma, Imelda, et al. "A study of Information Technology Infrastructure Library (ITIL) framework implementation at the various business field in Indonesia." In 2017 5th International Conference on Cyber and IT Service Management (CITSM). IEEE, 2017. http://dx.doi.org/10.1109/citsm.2017.8089244.

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Gonzalez-Bañales, Dora Luz, and Teresa Lucio Nieto. "Lessons learned from the implementation of a Service Management Office: the case of a World Food company in Latin America." In INNODOCT 2019. Universitat Politècnica de València, 2019. http://dx.doi.org/10.4995/inn2019.2019.10048.

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This paper presents the case of evolution and lessons learned in information technology service management (ITSM) of a World Food Company in Latin America, with an emphasis on their process-driven strategy for integral transformation through the Information Technology Infrastructure Library (ITIL), as well as the creation of their Service Management Office (SMO). Their experience in implementing ITIL and an SMO presenting their roadmap and main challenges. As an extra added value, service quality has been enhanced through the use of business indicators and commitments from three perspectives: people, processes and technologies. These results reveal that the SMO has become a strategic complement for IT, in addition to being a fundamental element to ensure quality and efficiency in technology service management.
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Antoni, Darius, Reni Septiyanti, Muhamad Akbar, and Muhammad Izman Herdiansyah. "Analysis of Digital Population Services for the Poor in Palembang City Using the Information Technology Infrastructure Library (ITIL) Framework." In 2021 4th International Conference on Information and Communications Technology (ICOIACT). IEEE, 2021. http://dx.doi.org/10.1109/icoiact53268.2021.9563996.

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P. Utami, Rachmadini, Eko Darwiyanto, and Ibnu Asror. "Audit Infrastruktur Teknologi Informasi dengan Standar Information Technology Infrastructure Library (ITIL) V.3 Domain Service Strategy dan Service Design (Studi Kasus : I-gracias)." In Indonesia Symposium on Computing. SOCPRES, 2016. http://dx.doi.org/10.21108/indosc.2016.110.

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Neu, Charles, Evandro Trebien, Daniel Bertoglio, Roben Lunardi, and Avelino Zorzo. "Extração e gerenciamento de incidentes em SIEM." In XVII Escola Regional de Redes de Computadores. Sociedade Brasileira de Computação - SBC, 2019. http://dx.doi.org/10.5753/errc.2019.9236.

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Atualmente, o número e a diversidade de dispositivos conectados à internet continua aumentando. Consequentemente, o gerenciamento de segurança se tornou um grande desafio. Desta forma, o Gerenciamento de Eventos e Segurança da Informação (SIEM) pode ajudar a coletar e analisar eventos gerados por diferentes ferramentas de gerenciamento. No entanto, muitas vezes, estas ferramentas, dependem de uma força-tarefa humana especializada para analisar cada evento e fornecer uma decisão de acordo com o incidente. Além disso, o gerenciamento de alertas gerado geralmente não é eficiente nas soluções atuais. A fim de ajudar a lidar com essas questões, este artigo apresenta uma abordagem para gerenciar incidentes através de tickets relacionados a eventos crítico de segurança, seguindo o processo de Gerenciamento de Incidentes da Information Technology Infrastructure Library (ITIL).
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Hilabi, Shofa Shofiah, Suhono Harso Supangat, Harco Leslie Hendric Spits Warnars, Harjanto Prabowo, and Tirta Nugraha Mursitama. "Model Technology Service E-Participation - Voting (E-PV) For Political Communication Between The Council Of Regional Representatives (DPRD) And The Citizens Using The Framework Information Technology Infrastructure Library (ITIL V.3) Transition Domain Service." In 2020 International Conference on ICT for Smart Society (ICISS). IEEE, 2020. http://dx.doi.org/10.1109/iciss50791.2020.9307578.

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Ahriz, Souad, Nezha Benmoussa, Abir El Yamami, Khalifa Mansouri, and Mohammed Qbadou. "A NEW APPROACH FOR INFORMATION TECHNOLOGY SERVICE MANAGEMENT IN TIME OF CRISIS USING INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY." In 13th International Conference on Education and New Learning Technologies. IATED, 2021. http://dx.doi.org/10.21125/edulearn.2021.2093.

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Reports on the topic "Information technology infrastructure library (ITIL)"

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Kirilov, Leonid, and Yasen Mitev. An Approach for Implementing the Information Technology Infrastructure Library. "Prof. Marin Drinov" Publishing House of Bulgarian Academy of Sciences, 2021. http://dx.doi.org/10.7546/crabs.2021.05.11.

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Wei, Yuehui, Hui Mao, Ziyun Jiang, Luyao Liu, Yuqiao Quan, and Xun Li. Efficacy and safety of Zuogui Wan combined with conventional Western medicine for postmenopausal osteoporosis: A protocol for a systematic review. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, 2022. http://dx.doi.org/10.37766/inplasy2022.4.0099.

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Review question / Objective: The proposed systematic review of randomized controlled trials (RCTs) will address the effectiveness and safety of Zuogui Wan combined with conventional Western medicine (CWM) for osteoporosis in postmenopausal women, and provide reference for clinical practice. Information sources: We will use computers to search PubMed, Cochrane Library, Embase, Web of Science, Chinese National Knowledge Infrastructure database (CNKI), WanFang database, Chinese Biomedical Database (CMB), Chinese Science and Technology Periodical database (VIP), China Master’s Theses Full-text Database (CMFD), China Proceedings of Conference Full-text Database (CPFD), WHO International Clinical Trials Registry Platform (ICTRP), Chinese Clinical Trials Registry (ChiCTR) and ClinicalTrials.gov, and select all eligible RCTs from inception to October, 2021. Clinicians will also be consulted for additional studies.
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Wang, Shuang, Aidong Liu, Zhilei Wang, and Yue Zhang. Efficacy and safety of acupuncture combined with Chinese herbal medicine in the treatment of angina pectoris of coronary heart disease: a systematic review and meta-analysis. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, 2021. http://dx.doi.org/10.37766/inplasy2021.11.0100.

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Review question / Objective: This study is the protocol for a systematic review to evaluate the Efficacy and safety of acupuncture combined with Chinese herbal medicine in the treatment of angina pectoris of coronary heart disease: a systematic review and meta-analysis. we conducted a systematic review and meta-analysis of published randomized clinical trials (RCTs) of such combined therapy in the treatment of angina pectoris of coronary heart disease, It provides a reliable scientific basis for clinicians to use this approach to treat angina pectoris of coronary heart disease. Information sources: We conducted a systematic search for relevant documents in the Chinese and English databases, and the search time is limited to November 23, 2021. The following eight databases are included : PubMed,EMBASE, Web of Science, The Cochrane Library, Chinese Biomedical Literature Database (CBM), Chinese National Knowledge Infrastructure (CNKI), Chinese Science and Technology Periodical Database (VIP), Wanfang Database.Relevant journals were searched to trace the references included in the study. Other resources will be searched if necessary.
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