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| Information Technology Service Management (ITSM) Implementation Methodology Based on Information Technology Infrastructure Library Ver.3 (ITIL V3)
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Source |
International Journal of Business Research and Management (IJBRM) |
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Table of Contents |
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Complete Issue PDF(1.25MB) |
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Volume: 3 Issue: 3 |
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Pages: |
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Publication
Date: June 2012 |
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ISSN
(Online): 2180-2165 |
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Pages |
113 - 132 |
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Author(s) |
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Published
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20-06-2012 |
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Publisher |
CSC
Journals, Kuala Lumpur,
Malaysia |
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ADDITIONAL
INFORMATION |
| Keywords Abstract References Cited by Related Articles Collaborative
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KEYWORDS: ITIL V3, ITSM, PMF, Service Management. |
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| This paper is intended to cover the concept of IT Infrastructure Library (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 for IT Service Management (ITSM) in organizations which operate their business 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 an Egyptian organization 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 succeeded to increase the level of process maturity from level one to level four according the PMF
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| 1 |
ISO/IEC 20000 certified companies, http://www.isoiec20000certification.com/home/ISOCertifiedOrganizations/ISOCountryListin gs.aspx 2012
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Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 263.
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Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 151.
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Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 152.
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Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 153.
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Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 17.
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Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 11.
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Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 150.
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http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx
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Office of Government Commerce, Service Operation, UK, TSO, 2007, pp. 35.
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Office of Government Commerce, Service Transition, UK, TSO, 2007, pp. 43.
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Office of Government Commerce, Service Strategy, UK, TSO, 2007, pp. 75.
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Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 65.
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Donna Knapp, The ITSM Process Design Guide, J. Ross Publishing, USA, 2010, pp. 49.
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Office of Government Commerce, Service Strategy, UK, TSO, 2007, pp. 259.
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Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 237.
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Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 263.
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http://www.sei.cmu.edu/cmmi/
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http://en.wikipedia.org/wiki/ISO/IEC_15504
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http://en.wikipedia.org/wiki/Dr._deming
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Office of Government Commerce, Service Operation, UK, TSO, 2007, pp. 48.
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Donna Knapp, The ITSM Process Design Guide, J. Ross Publishing, USA, 2010, pp. 121.
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Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 66.
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| 24 |
http://www.itsmacademy.com/Detail.bok?no=131
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http://sharepoint.microsoft.com/en-us/Pages/default.aspx
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http://en.wikipedia.org/wiki/Introduction_to_cloud_computing#Public_cloud
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http://en.wikipedia.org/wiki/Infrastructure_as_a_Service#Infrastructure
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http://en.wikipedia.org/wiki/Software_as_a_Service
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| Mostafa Mohamed AlShamy : Colleagues
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| Essam Elfakharany : Colleagues
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| Mostafa Abd ElAziem : Colleagues
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