Abstract
One of the main points when implementing the Information Technology Infrastructure Library (ITIL) is which order the processes must be implemented. In the systematic literature review (SLR) developed, it is possible to find references about strategies and factors that ease the implementation of the ITIL, static sequences for the processes to be implemented, and recommendations about the first process to implement, but it is rather complicated to find references that explicitly define the order (adapted to a specific company) of the processes to be implemented. Thus, once it is shown that there is no methodology/algorithm providing a sequence of ITIL processes specifically adapted for each company, an algorithm to solve this problem is presented: The algorithm has a deep mathematical basis and returns a sequence of ITIL processes to optimize the efforts during implementation, so the company implementing the ITIL gets the closest to the competitors. The optimization is made considering parameters such as staff, age of the company, IT size, industry, etc. Thus, the sequence proposed is specific for each company. Finally, a comparative of the sequence obtained (from the proposed algorithm) with sequences discovered in the SLR is presented and applied to a real case.
Highlights
There is no doubt about the importance of information resources in organizations
This article presents a study that started with a systematic literature review (SLR) to discover how Information Technology Infrastructure Library (ITIL) processes are ordered by the companies during the implementation phase
As it has been shown before, there is no any specific approach offering a methodology, neither an algorithm to define the complete order of processes when implementing the ITIL. This means: (a) No algorithm for non-fixed sequences has been published; and (b) no algorithm for an optimal sequence adapted for each company has been published. This conclusion leads us to the define the algorithm presented in the paragraph, where we present how to optimally order the ITIL processes for a specific company depending on: (a) The level of implementation of the ITIL it has already reached; and (b) on the characteristics of the company
Summary
There is no doubt about the importance of information resources in organizations. The management of organizations may be very different from one to another but in all cases the quality of IT (information technology) services is directly dependent on common principles, such as adding value, improvement of customer satisfaction and productivity, and/or reducing costs [1].The main goal of an IT manager is providing the best quality service with fewer resources as possible, and achieving parameters of efficiency, time, cost, etc. The management of organizations may be very different from one to another but in all cases the quality of IT (information technology) services is directly dependent on common principles, such as adding value, improvement of customer satisfaction and productivity, and/or reducing costs [1]. The Information Technology Infrastructure Library (ITIL) is a market standard practices library completely oriented to services and its management, development, and operation [7]. It defines a complete set of processes to offer better IT services from IT companies and IT departments. ITIL has been developed to be applied in any type of company [8]
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