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Comparative Evaluation of ITIL-Based Process Landscapes

Comparative Evaluation of ITIL-Based Process Landscapes

Vladimir Stantchev, Martin Goernitz
ISBN13: 9781615206230|ISBN10: 161520623X|EISBN13: 9781615206247
DOI: 10.4018/978-1-61520-623-0.ch013
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MLA

Stantchev, Vladimir, and Martin Goernitz. "Comparative Evaluation of ITIL-Based Process Landscapes." Electronic Globalized Business and Sustainable Development Through IT Management: Strategies and Perspectives, edited by Patricia Ordóñez de Pablos, et al., IGI Global, 2011, pp. 171-180. https://doi.org/10.4018/978-1-61520-623-0.ch013

APA

Stantchev, V. & Goernitz, M. (2011). Comparative Evaluation of ITIL-Based Process Landscapes. In P. Ordóñez de Pablos, M. Lytras, W. Karwowski, & R. Lee (Eds.), Electronic Globalized Business and Sustainable Development Through IT Management: Strategies and Perspectives (pp. 171-180). IGI Global. https://doi.org/10.4018/978-1-61520-623-0.ch013

Chicago

Stantchev, Vladimir, and Martin Goernitz. "Comparative Evaluation of ITIL-Based Process Landscapes." In Electronic Globalized Business and Sustainable Development Through IT Management: Strategies and Perspectives, edited by Patricia Ordóñez de Pablos, et al., 171-180. Hershey, PA: IGI Global, 2011. https://doi.org/10.4018/978-1-61520-623-0.ch013

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Abstract

The Information Technology Infrastructure Library’s (ITIL) is widely used as a model for IT service processes mainly due to its general nature. A drawback of this generality is that it greatly hinders the conversion of best practices into specific implementable processes. To assess such processes for their completeness and to find and overcome possible weak-spots in the design, this work proposes an in-depth comparison with available best practice frameworks that relate to and extend the ITIL, such as the Microsoft Operations framework (MOF). The comparison and evaluation method is presented and verified exemplarily with an actual pilot-phase process implementation.

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