Article2008

A Reference Process Model for IT Service Management

8 citations0/0 files storedJournal of the Association for Information Systems

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Information Technology Governance and Strategy Business Process Modeling and Analysis Information Systems Education and Curriculum Development

Abstract

Within the recent years the IT Infrastructure Library (ITIL) is increasingly used for the description and delivery of ITservices and can be regarded as a de-facto standard for IT Service Management. However, ITIL is a common practice approach without an explicit process definition which leaves many degrees of freedom. This paper presents the advancement to a reference model for the processes of IT Service Management and shows the integration into a comprehensive process framework for IT management.

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1994Business Process Engineering: Reference Models for Industrial Enterprises 2008Supply Chain 2011Process Management: A Guide for the Design of Business Processes 2005ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice 2007Foundations of IT Service Management Based on ITIL V3 2020Geschäftsprozessmanagement in der Praxis 1996Grundsätze ordnungsmäßiger Modellierung 2005Integriertes Informationsmanagement

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