IDEAS home Printed from https://ideas.repec.org/a/aml/intbrm/v3y2012i3p113-132.html
   My bibliography  Save this article

Information Technology Service Management (ITSM) Implementation Methodology Based on Information Technology Infrastructure Library Ver.3 (ITIL V3)

Author

Listed:
  • Mostafa Mohamed AlShamy

    (EGYBYTE, Egypt)

  • Essam Elfakharany

    (Arab Academy for Science, Technology and Maritime Transport, Egypt)

  • Mostafa Abd ElAziem

    (Arab Academy for Science, Technology and Maritime Transport, Egypt)

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

Suggested Citation

  • Mostafa Mohamed AlShamy & Essam Elfakharany & Mostafa Abd ElAziem, 2012. "Information Technology Service Management (ITSM) Implementation Methodology Based on Information Technology Infrastructure Library Ver.3 (ITIL V3)," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 3(3), pages 113-132, June.
    • Handle: RePEc:aml:intbrm:v:3:y:2012:i:3:p:113-132
    as

    Download full text from publisher

    File URL: https://www.cscjournals.org/manuscript/Journals/IJBRM/Volume3/Issue3/IJBRM-91.pdf
    Download Restriction: no
    File URL: https://www.cscjournals.org/library/manuscriptinfo.php?mc=IJBRM-91
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Matteo Cristofaro & Pier Luigi Giardino & Luna Leoni, 2021. "Back to the Future: A Review and Editorial Agenda of the International Journal of Business Research and Management," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 12(1), pages 16-33, February.
    2. Madalina ALBULESCU, 2020. "Implementing Itil Methodology Within A Company. A Survey On 10 Organizations About The Pre-Implementation, During And After-Implementation Period," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 14(1), pages 43-52, November.

    More about this item

    Keywords

    ITIL V3; ITSM; PMF; Service Management.;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aml:intbrm:v:3:y:2012:i:3:p:113-132. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Nabeel Tahir (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.