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Information Technology Service Management (ITSM) Implementation Methodology Based on Information Technology Infrastructure Library Ver.3 (ITIL V3)
Mostafa Mohamed AlShamy, Essam Elfakharany, Mostafa Abd ElAziem
Pages - 113 - 132     |    Revised - 15-05-2012     |    Published - 20-06-2012
Volume - 3   Issue - 3    |    Publication Date - June 2012  Table of Contents
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KEYWORDS
ITIL V3, ITSM, PMF, Service Management.
ABSTRACT
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
CITED BY (3)  
1 Punyateera, J., Leelasantitham, A., Kiattitsin, S., & Muttitanon, W. (2014, December). Study of service desk for NEdNet using incident management (Service Operation) of ITIL V. 3. In Asia-Pacific Signal and Information Processing Association, 2014 Annual Summit and Conference (APSIPA) (pp. 1-6). IEEE.
2 Nieto, L., & de Jesús, T. (2013). Marco para la definición y adecuación de una" service management office" en el contexto de los servicios de tecnologías de la información.
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1 ISO/IEC 20000 certified companies, http://www.isoiec20000certification.com/home/ISOCertifiedOrganizations/ISOCountryListin gs.aspx 2012
2 Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 263.
3 Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 151.
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7 Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 11.
8 Office of Government Commerce, The Official Introduction to the ITIL Service Lifecycle, UK, TSO, 2007, pp. 150.
9 http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx
10 Office of Government Commerce, Service Operation, UK, TSO, 2007, pp. 35.
11 Office of Government Commerce, Service Transition, UK, TSO, 2007, pp. 43.
12 Office of Government Commerce, Service Strategy, UK, TSO, 2007, pp. 75.
13 Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 65.
14 Donna Knapp, The ITSM Process Design Guide, J. Ross Publishing, USA, 2010, pp. 49.
15 Office of Government Commerce, Service Strategy, UK, TSO, 2007, pp. 259.
16 Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 237.
17 Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 263.
18 http://www.sei.cmu.edu/cmmi/
19 http://en.wikipedia.org/wiki/ISO/IEC_15504
20 http://en.wikipedia.org/wiki/Dr._deming
21 Office of Government Commerce, Service Operation, UK, TSO, 2007, pp. 48.
22 Donna Knapp, The ITSM Process Design Guide, J. Ross Publishing, USA, 2010, pp. 121.
23 Office of Government Commerce, Service Design, UK, TSO, 2007, pp. 66.
24 http://www.itsmacademy.com/Detail.bok?no=131
25 http://sharepoint.microsoft.com/en-us/Pages/default.aspx
26 http://en.wikipedia.org/wiki/Introduction_to_cloud_computing#Public_cloud
27 http://en.wikipedia.org/wiki/Infrastructure_as_a_Service#Infrastructure
28 http://en.wikipedia.org/wiki/Software_as_a_Service
Mr. Mostafa Mohamed AlShamy
EGYBYTE - Egypt
malshamy@egybyte.net
Dr. Essam Elfakharany
Arab Academy for Science, Technology and Maritime Transport - Egypt
Dr. Mostafa Abd ElAziem
Arab Academy for Science, Technology and Maritime Transport - Egypt