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1

Jun, Sun-Young, Eun Su Park, Jae Jun Lee, Hee-Kyung Chang, Eun Sun Jung, Young-Ha Oh, and Seung-Mo Hong. "Prognostic Significance of Stromal and Intraepithelial Tumor-Infiltrating Lymphocytes in Small Intestinal Adenocarcinoma." American Journal of Clinical Pathology 153, no. 1 (October 2, 2019): 105–18. http://dx.doi.org/10.1093/ajcp/aqz136.

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Abstract Objectives Assessment of tumor-infiltrating lymphocytes (TILs) may predict the prognosis and therapeutic benefit of immunotherapy in small intestinal adenocarcinoma (SIAC) patients. Methods TILs were evaluated in 231 surgically resected SIACs and compared with microsatellite instability (MSI) and clinicopathologic variables. The average number of intraepithelial TILs (iTILs) and the average density of stromal TILs (sTILs) were calculated separately. Results High iTIL count (≥2 per high-power field) was associated with MSI-high, whereas high sTIL density (≥20% on ×200 magnification) was not. High iTIL count and high sTIL density were related to distal tumor location, medullary carcinoma, high Crohn-like lymphoid reaction counts, and fewer pancreatic invasions. SIAC patients with high iTIL count or high sTIL density had better survival than those with low values. On multivariate analysis, MSI, high sTIL density, proximal locations, lower N category, and absence of lymphovascular invasions and retroperitoneal seeding were the best independent prognostic predictors. Conclusions High sTIL density can be used as a prognostic indicator and high iTIL count may provide a basis for the clinical use of targeted immunotherapy in SIAC patients.
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Greiner, Lynn. "ITIL." netWorker 11, no. 4 (December 2007): 9–11. http://dx.doi.org/10.1145/1327512.1327520.

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Lloyd, V. "ITIL." Computer Bulletin 45, no. 3 (May 1, 2003): 28. http://dx.doi.org/10.1093/combul/45.3.28.

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Blumberg, Malcolm, Aileen Cater-Steel, Mohammad Mehdi Rajaeian, and Jeffrey Soar. "Effective organisational change to achieve successful ITIL implementation." Journal of Enterprise Information Management 32, no. 3 (June 4, 2019): 496–516. http://dx.doi.org/10.1108/jeim-06-2018-0117.

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Purpose Although an increasing number of organisations implement the Information Technology Infrastructure Library® (ITIL®) with the aim to improve provision of information technology services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. The organisational change strategies of organisations during ITIL implementation initiatives may have an effect on success, but empirical research on this topic is scarce. The paper aims to discuss these issues. Design/methodology/approach A multiple case study methodology comprising successful ITIL implementations in eight large Australian organisations is used. A socio-technical systems approach represented by Leavitt’s Diamond is adopted as a lens to shed light on the attributes of effective organisational change strategies for successful ITIL implementation. Findings This paper identifies organisational change strategies employed by organisations that have effected a successful ITIL implementation. The authors identified that the ITIL implementation required changes to the four components of the socio-technical work system (STS) identified in Leavitt’s Diamond. Changes to one STS component affected other STS components when implementing ITIL; and that effort applied to the STS components did not need to be equal, but appropriate to the requirements of the ITIL implementation and the organisation. Research limitations/implications The sample size of eight ITIL implementation cases studied may limit the generalisation of findings. Practical implications This research provides IT service management researchers and ITIL practitioners, for the first time, information about organisational change strategies as applied to successful ITIL implementations. Originality/value This research has developed novel insights into organisational change strategies and ITIL implementation that had not previously been explored.
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Богомолов, Д. Н., and Ю. Г. Нестеров. "Сравнительный анализ ITIL3 и ITIL4." ТЕНДЕНЦИИ РАЗВИТИЯ НАУКИ И ОБРАЗОВАНИЯ 72, no. 1 (April 2021): 26–32. http://dx.doi.org/10.18411/lj-04-2021-04.

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Статья посвящена новой версии методологии по управлению ИТ-услугами ITIL. Описываются этапы развития методологии, также уделяется внимание ключевым особенностям каждой версии. Производится обзор и сравнительный анализ изменений, произошедших при выходе четвёртой версии методологии в 2019г. по сравнению с предыдущей версией.
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Lucio-Nieto, Teresa, and Dora Luz González-Bañales. "Exploring ITIL® Implementation Challenges in Latin American Companies." International Journal of Information Technologies and Systems Approach 12, no. 1 (January 2019): 73–86. http://dx.doi.org/10.4018/ijitsa.2019010105.

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The purpose of this article is to explore the challenges faced when implementing the information technology infrastructure library (ITIL) framework. An online survey was completed by 169 Latin American companies. Questions focused mainly on the current perceptions and assessment of ITIL benefits. A descriptive statistical analysis approach was employed. Evidence suggests that the main challenges of implementing ITIL are the time devoted by the information technology staff involved in the project, their understanding of ITIL purposes, and the support they receive from senior management. Participants suggested that the existence of a service management office (SMO) could represent a way of addressing these challenges and to more effectively realize ITIL benefits.
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Fink, Max. "Turan M Itil." Neuropsychopharmacology 39, no. 13 (November 10, 2014): 3133–34. http://dx.doi.org/10.1038/npp.2014.253.

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Mora, Manuel, Mahesh Raisinghani, Rory V. O'Connor, Jorge Marx Gomez, and Ovsei Gelman. "An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks." International Journal of Information Technologies and Systems Approach 7, no. 2 (July 2014): 83–107. http://dx.doi.org/10.4018/ijitsa.2014070105.

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An IT service design process is considered to be a fundamental piece of the seven key international IT Service Management (ITSM) processes frameworks (ITIL v2, ITIL v3 (and ITIL v2011), ISO 20000-4, CobIT 4.0, CMMI-SVC, MOF 4.0, and ITUP). Nevertheless the availability of IT service design processes, few –if any- descriptive-comparative studies among them have been reported. Thus, in this paper (Part I), we address this knowledge gap. An extensive descriptive-comparative review of seven IT service design processes in aforementioned frameworks is reported. Fundamental concepts (viz., design as noun, design as verb, service, service system, IT service, IT service system, and IT service architecture design) are analyzed by using a Systems Approach. Our findings indicate that the frameworks ITIL v2, ISO/IEC 20000 and Cobit 4.0 are using weak systemic concepts, while the frameworks ITIL v3, CMMI-SVC, ITUP and MOF 4.0 are more foundationally congruent with the new service systems view. Implications for ITSM theory and practice are discussed.
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Wardani, Luki Aisha Kusuma, Murahartawaty Murahartawaty, and Luthfi Ramadani. "Perancangan Tata Kelola Layanan Teknologi Informasi Menggunakan ITIL versi 3 Domain Service Transition Dan Service Operation Di Pemerintah Kota Bandung." Journal of Information Systems Engineering and Business Intelligence 2, no. 2 (October 29, 2016): 81. http://dx.doi.org/10.20473/jisebi.2.2.81-87.

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Abstrak—Teknologi Informasi saat ini sudah menjadi kebutuhan inti suatu organisasi dan bukan hanya sebagai alat pendukung. Pemerintah Kota Bandung, sebagai instansi pemerintahan, menjadikan Teknologi Informasi merupakan salah satu visi yang perlu dicapai. Dalam rangka mencapai good government berdasarkan Peraturan Menkominfo No. 41 Tahun 2007, dibutuhkan suatu tata kelola TI agar dapat memastikan investasi TI menambah value dan selaras dengan tujuan instansi. Pemerintah Kota Bandung saat ini belum memiliki prosedur dan kebijakan yang mengatur tentang pengelolaan layanan TI. Oleh karena itu penelitian ini dilakukan dengan tujuan untuk membuat sebuah prosedur dan kebijakan agar layanan yang diberikan oleh Dinas Komunikasi dan Informatika Kota Bandung selalu maksimal. Penelitian dilakukan menggunakan ITIL v3 pada domain Service Operation dan Service Transition. ITIL merupakan best practice Manajemen Layanan TI yang dapat meningkatkan efisiensi operasional IT instansi. Assessment yang dilakukan sebagai pengukuran Capability Level adalah dengan menggunakan ISO 15504. Capaian capability level untuk Service Transition adalah 24.5% dan untuk Service Operation 23%. Karena kurangnya data primer, data sekunder digunakan untuk mencari proses prioritas yang akan dipilih, dengan memetakan tujuan instansi dengan ketiadaan proses ITIL. Hasil dari perancangan tata kelola ini adalah sebuah kebijakan TI dan 5 prosedur terkait proses-proses di ITIL yang menjadi prioritas.Kata Kunci— Tata Kelola TI, Manajemen Layanan TI, ITIL v3, Service Transition, Service Operation, Sektor PublikAbstract— Nowadays, Information Technology plays an important role in an organization, and not only as a support equipment. Bandung City Government, as a government agency, make IT into one of the visions that need to be achieved. To achieve good governance based on Minister Regulation Number 41 in 2007, IT Governance is needed to ensure that the investment of IT can add value and align with institution’s objective. Bandung City Government currently doesn’t have policies and procedure that regulate about IT Service Management. Therefore, this study was conducted with the aim to create a guidance for Office of Communications and Information Technology of Bandung (Diskominfo) to optimize the service provided. This study also aims to make Service Management governance so that the management of IT service have certain quality and meet the needs of business customers, and improve the quality as the agreement with the customers. This study was conducted using ITIL v3 with Service Operation and Service Transition domain. ITIL is IT Service Management best practice to improve the efficiency of IT operational. ISO 15504 was conducted to asses Capability Level of ITIL Process. Capability Level of Service Transition is 24.5% and Capability Level of Service Operation is 23%. Because of the inadequacy of the primary data, the assessment was also carried out by mapping the objective of institution with the risks related to the lack of ITIL processes. The results of the design are the governance policies and procedures related to the ITIL processes needed by the institution.Keywords— IT Governance, ITSM, ITIL v3, Service Transition, Service Operation, Public Sector
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Rovai, Ricardo Leonardo. "Metodologias Inovadoras para Gestão de Projetos: Modelo Referencial para Implantação da Itilv3 através da Metodologia Prince2: Estudo de Caso." Revista de Gestão e Projetos 4, no. 2 (August 1, 2013): 252–70. http://dx.doi.org/10.5585/gep.v4i2.143.

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Resumo: Metodologias tradicionais para gerenciamento de projetos já não dão conta de projetos onde fatores como complexidade, riscos, restrições de recursos, prioridade de prazo, geração de valor para o negócio, alinhamento estratégico constituem-se em partes intrínsecas do problema gerencial. A ITIL surge como uma estrutura de referencial para a padronização tecnológica inteligente da área de tecnologia da informação. Grandes empresas globais e muitas empresas nos países emergentes estão adotando a ITIL para efetuar as mudanças em tecnologia da informação numa tentativa de colocar a área de tecnologia da informação a serviço negócio, estrategicamente alinha às diretrizes e prioridades de crescimento corporativo. Muitas empresas têm implantado a ITIL através dos pressupostos, ferramentas e técnicas da metodologia PRINCE2 para gerenciamento de projetos com sucesso. Este fato deve-se em muitos casos ao foco da estrutura conceitual PRINCE2 no alinhamento estratégico de TI aos objetivos do negócio e este fato coincide com um dos principais objetivos da ITIL e desta forma implantar a ITIL através do PRINCE2 tem sido uma estratégia assertiva e de sucesso. Demonstrar este vínculo dinâmico entre ambas as estruturas de conhecimento é um dos principais objetivos deste artigo.DOI:10.5585/gep.v4i2.143
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Rubio, Juan Luis, and Magdalena Arcilla. "How to Optimize the Implementation of ITIL through a Process Ordering Algorithm." Applied Sciences 10, no. 1 (December 19, 2019): 34. http://dx.doi.org/10.3390/app10010034.

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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.
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Gama, Nelson, Raúl Nunes da Silva, and Miguel Mira da Silva. "Using People-CMM for Diminishing Resistance to ITIL." International Journal of Human Capital and Information Technology Professionals 2, no. 3 (July 2011): 29–43. http://dx.doi.org/10.4018/jhcitp.2011070103.

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Information Technology (IT) now plays a fundamental role in most organizations. This increased responsibility and consequent impact in business performance leads to a higher demand and tighter control on IT Departments. To respond to these requirements, IT Departments have been implementing Service Management frameworks, with ITIL currently being the most popular. However, many ITIL projects fail, and the most commonly documented cause is organizational resistance. The main goal of this research work is to test the hypothesis that using best practices described in the People Capability Maturity Model (People-CMM) framework for improving organizational maturity has impact on achieving a greater ITIL maturity as well. This hypothesis was evaluated in three real-world case studies, and based on the results; the conclusion reached was that the hypothesis cannot be rejected. However, more research is needed to prove a cause-effect relation between People-CMM and ITIL.
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Nia, Nur Rochma, and Indri Sudanawati Rozas. "STATISTIK PENELITIAN BERBASIS KERANGKA KERJA COBIT, ITIL, DAN ISO 27001 DI INDONESIA." Jurnal Ilmiah Teknologi Informasi dan Robotika 2, no. 1 (June 30, 2020): 17–23. http://dx.doi.org/10.33005/jifti.v2i1.28.

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Iklim penelitian tentang tata kelola maupun audit teknologi informasi di Indonesia sejak lima tahun terakhir ini mulai marak. Sebut saja kerangka kerja Information Technology Infrastructure Library (ITIL), Control Objectives for Information and Related Technologies (COBIT), dan Capability Maturity Model Integration for Services (CMMI-SVC) yang dinyatakan sebagai kerangka kerja teknologi informasi (IT framework) yang paling banyak digunakan dan diterima di seluruh dunia, dan kini juga mulai banyak digunakan di Indonesia. Sekalipun pada kondisi lapangan hal ini terlihat nyata, namun hingga saat ini belum pernah ada analisa tentang statistika serta pebandingan data tentang penggunaan kerangka kerja teknologi informasi di Indonesia. Untuk itu penelitian ini bertujuan untuk mengetahui tren pengguna framework TI meliputi: ITIL, COBIT, dan ISO 27001 di Indonesia pada rentang waktu tahun 2014-2018. Data penelitian dikumpulkan dari Google Scholar dengan menggunakan software web scraping bernama publish or perish. Dari hasil pengolahan data diperoleh informasi bahwa 79,54% penelitian tentang kerangka kerja teknologi informasi COBIT, ITIL, dan ISO 27001 dipublikasikan pada domain dalam negeri, sedangkan sisanya (20,46%) dipublikasikan pada domain luar negeri. Dan selama 2014 - 2018 penelitian tentang kerangka kerja COBIT sebanyak 67.19%, ITIL sebanyak 15.72%, dan ISO 27001 17.09%. Sedangkan secara tren, selama lima tahun terlihat bahwa COBIT memiliki tren jumlah penelitian yang naik, sedangkan ITIL dan ISO 27001 memiliki tren menurun.
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Cooper, L. "ISO20000 qual complements ITIL." ITNOW 50, no. 4 (July 1, 2008): 20. http://dx.doi.org/10.1093/itnow/bwn077.

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Riyadi, Yadi, M. Wahidin, and Anggi Elanda. "Systematic Literature Review Implementasi Service Operation Dalam Kerangka Kerja Information Technology Infrastructure Library (ITIL) di Indonesia: Tren Penelitian, Manfaat dan Tantangan." Jurnal Interkom: Jurnal Publikasi Ilmiah Bidang Teknologi Informasi dan Komunikasi 17, no. 2 (July 26, 2022): 81–97. http://dx.doi.org/10.35969/interkom.v17i2.232.

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Service Operation merupakan salah satu komponen layanan kerangka kerja ITIL yang digunakan dalam kegiatan Manajemen Layanan IT (ITSM). Tujuan dari Service Operation ITIL adalah untuk mengoordinasikan dan mengelola aktivitas berkelanjutan yang menambah nilai bisnis yang dilakukan selama tahap awal dari ITIL yaitu Service Strategy, Service Design, dan Service Transition. Service Operation juga bertanggung jawab untuk mengelola teknologi yang sedang berlangsung dalam organisasi yang menyediakan dan mendukung layanan TI yang berhubungan langsung dengan pengguna dan pelanggan.. Penulis menggunakan metode Systematic Literature Review (SLR) dengan pengolahan data menggunakan cara metode PRISMA untuk mengetahui tren penelitian, sektor, dampak dan tantangan implementasi Service Operation dalam kerangka kerja ITIL di Indonesia. Data yang diperoleh merupakan artikel dari tahun 2011 sampai dengan tahun 2021. Hasil penelitian dapat dijadikan panduan oleh mahasiswa dan pembaca lainnya untuk melakukan penelitian yang berhubungan dengan Service Operation. Selain itu, penelitian ini juga dapat membantu peneliti lain untuk mencari topik yang dominan penelitian dalam bidang Tata Kelola TI.
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Galup, Stuart Diaz, Ronald Dattero, and Jing Quan. "The Compensation Benefit of ITIL® Skills and Certifications." International Journal of Service Science, Management, Engineering, and Technology 7, no. 2 (April 2016): 1–15. http://dx.doi.org/10.4018/ijssmet.2016040101.

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Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study conducted by Forrester and itSMF (2013) found that IT service providers that employ ITIL® enjoy better service quality and higher operational productivity as well as cost savings. Therefore, IT professionals with ITIL® knowledge and skills are likely valuable to organizations and earn a higher wage than their peers. This paper investigates whether or not there are salary benefits for IT professionals that possess ITIL® knowledge and skill and what are the estimated benefits, if any. Using a human capital model and employing data from an on-line survey of a large set of IT professionals (16,632 responses) conducted at the end of 2013 this benefit is confirmed and quantified.
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Mussa, Munir de Sá, Renata Gomes Cordeiro, and Henrique Da Hora. "Attributes of IT certifications aligned to organizations’ needs." Journal of Modelling in Management 16, no. 2 (February 12, 2021): 506–26. http://dx.doi.org/10.1108/jm2-02-2019-0031.

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Purpose An area of information technology (IT) in organizations is required to manage resources efficiently. For this, IT certifications are adopted by companies and sought by professionals. However, these have many requirements and to identify which are paramount to the performance of their activities and/or are much more important to IT managers is not a trivial task. The purpose of this study is to identify how the processes of the Information Technology Infrastructure Library (ITIL) v3 and Control Objectives for Information and Related Technology (CobiT) 5 certifications are analyzed by IT managers. Regarding the knowledge of professionals about the processes, which are more important, less important or indifferent in the manager’s view. Design/methodology/approach A survey is carried out with IT managers using questions elaborated according to the Kano model in which the processes of the analyzed certifications are related to classify according to the proposed model. Findings Of the 64 analyzed processes, 20 CobiT processes and 13 ITIL processes were classified as must-be requirements. Another 17 CobiT processes and 9 ITIL processes were classified as one-dimensional and 5 ITIL processes are present in more than one relationship with CobiT processes and, depending on the relationship, they were classified as must-be or one-dimensional requirements. Originality/value It is concluded that this study contributes in the discussion of the importance of the ITIL and CobiT implementations and analyzes the relevance of ITIL and CobiT certification processes in the view of IT managers, providing useful information for the professionals in terms of prioritization of the processes expected by the managers.
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Almeida, Rafael, Paloma Andrade Gonçalves, Inês Percheiro, Miguel Mira da Silva, and César Pardo. "Integrating COBIT 5 PAM and TIPA for ITIL Using an Ontology Matching System." International Journal of Human Capital and Information Technology Professionals 11, no. 3 (July 2020): 74–93. http://dx.doi.org/10.4018/ijhcitp.2020070105.

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Organizations can implement enterprise governance of IT (EGIT) over the use of practices such as COBIT 5 and ITIL. Integrating practices provide a more comprehensive and efficient approach, enabling features that would be unavailable through individual practices. Therefore, organizations are now forced to adopt and adapt various EGIT practices. However, the literature lacks a proposal that can assist and guide organizations in assessing different practices in a multi-practices environment. To overcome this issue, this research intends to shed some light in this area by proposing an ontological approach for describing TIPA for ITIL PAM and COBIT PAM, using semantic similarity techniques to compare COBIT and ITIL process assessment core concepts.
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Rubio Sánchez, Juan Luis, Mercedes Raquel García Revilla, and Olga Martínez Moure. "A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry." Informatics 9, no. 2 (June 14, 2022): 48. http://dx.doi.org/10.3390/informatics9020048.

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One of the key elements to consider in business management is the management of IT (Information Technology) departments by implementing processes as described in the ITIL (Information Technology Infrastructure Library) standard. This is particularly important in industries that are not directly related to ICT (Information and Communication Technologies), such as the tourism industry. In this paper, we present a methodology to sequence the implementation of the ITIL processes in any company to support its development. The methodology is based on an optimization algorithm and the information extracted from a survey. The optimal sequence is built from this information and from the information of the restrictions imposed by the company that implements the ITIL processes. We applied the methodology to a company in the tourism industry. The sequence obtained shows the need to implement operative processes (initial positions in the sequence), and afterwards strategic processes (final positions in the sequence). A comparison with other authors’ proposals shows differences in the order of processes proposed by this methodology. The main conclusion is that it is possible to use the information of companies to efficiently generate an optimal sequence of ITIL processes which enhances their management; this sequence is unique for every company that wants to implement ITIL in the tourism industry, and it is independent from the proposals of other authors who designed generic/non-optimal sequences.
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Rubio Sánchez, Juan Luis. "Optimization Algorithm to Sequence the Management Processes in Information Technology Departments." Computation 9, no. 5 (May 19, 2021): 60. http://dx.doi.org/10.3390/computation9050060.

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The most important standard in technology services management is the Information Technology Infrastructure Library (ITIL). The literature review developed shows that one of the most important questions to answer is finding the sequence of processes to be implemented, mainly in small companies with few resources. The purpose of this paper is to show a methodology that defines an optimal specific sequence of processes for each small company depending on internal and external parameters. The main contribution of this paper is a proven methodology to obtain a particular sequence of ITIL processes specifically adapted to each company, based on a mathematical and statistical model that uses data from a web survey. Its application generates an optimal sequence of ITIL processes. The methodology has been applied with successful results in a real case, and it shows specific benefits over the previous approaches. The main learning objective of this research is a proven method to obtain an optimal sequence of processes for the implementation of ITIL in small companies. Finally, some future works are presented.
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Abir El Yamami, Khalifa Mansouri, Mohammed Qbadou, and El Hossein Illoussamen. "Introducing ITIL Framework in Small Enterprises." International Journal of Information Technologies and Systems Approach 12, no. 1 (January 2019): 1–19. http://dx.doi.org/10.4018/ijitsa.2019010101.

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Given the critical consequences that IT can have on the survival of SMEs in a competitive environment, ITSM practices have becoming a necessity for SMEs that must be investigated. ITIL is criticized as being appropriate for large enterprises and less for SMEs. Thus, it calls for tailoring this framework while taking into consideration the specific realities of small companies. In this context, this article provides a practical tool formally developed according to the design science research approach, and it addresses an area of relevance to both practitioners and academics and suggests solutions that can help managers to personalize IT service practices to suit the characteristics of small scale enterprises. Results show that the flexible nature of the proposed framework has enabled to overcome the main difficulties of ITIL components implementation in small scale environments. It is found that the integrated use of balanced scorecard perspectives and ITIL practices can help SMEs to better implement ITIL components, achieving in that way a better alignment between the business and the IT.
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Hikmawati, Erna. "Penyusunan Prosedur Operasional Standar Pengelolaan Proyek Berdasarkan Kerangka Kerja ITIL V3 dan PMBOK 5th." Jurnal Teknologi Rekayasa 3, no. 1 (June 20, 2018): 99. http://dx.doi.org/10.31544/jtera.v3.i1.2018.99-104.

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Dalam hal pengelolaan proyek, ada suatu standar yang dikeluarkan oleh Project Management Institute (PMI) yaitu Project Management Body of Knowledge (PMBOK) yang berisi mengenai standar dalam mengelola sebuah proyek. Selain itu, ada juga kerangka kerja (framework) yang memberikan best practice dalam manajemen layanan IT yaitu IT Infrastructure Library (ITIL). PT. Pasim Sentra Utama merupakan salah satu perusahaan IT Consultant di Bandung yang belum memiliki Prosedur Operasional Standar (POS) dalam pengelolaan proyek. Untuk meningkatkan daya saing dan performa dari perusahaan, maka sebaiknya PT. Pasim Sentra Utama menyusun POS yang standar dalam hal pengelolaan proyek. Melihat kondisi yang ada saat ini, maka penyusunan POS di PT. Pasim Sentra Utama sangat cocok menggunakan metode Business Process Reengineering (BPR). Hasil dari penelitian ini berupa 10 proses bisnis pengelolaan proyek di PT. Pasim Sentra Utama yang dapat diselaraskan dengan proses-proses yang ada pada standar PMBOK 5th dan kerangka kerja ITIL sehingga setiap aktivitas di dalamnya menjadi lebih efektif, efisien, dan terarah.Kata kunci: Prosedur Operasional Standar (POS), PMBOK, ITIL, Business Process Reenginering (BPR), proyek IT In project operational, there is a standard established by Project Management Institute (PMI) known as Project Management Body of Knowledge (PMBOK) containing standards in managing a project. In addition, there is also framework which describes best practice in IT service management i.e. IT Infrastructure Library (ITIL). PT. Pasim Sentra Utama is one of IT consultant in Bandung having project experiences and clients from many kinds of fields. Nonetheless, the company has not possessed SOP in project management. In order to improve company’s competitiveness and performances, the SOP has to be established. According to this condition, the arrangement of SOP in the company is assumed to be done by using Business Process Reengineering (BPR) methods. The result of this thesis shows that there are ten business process of project management in the company which can be synchronized to the process on PMBOK 5th standards and ITIL framework. Therefore, the standard operational procedures are arranged based on the requirement of input, process, equipment, technic, output, resources, related parties, and also infrastructures need mentioned in PMBOK 5th standards and ITIL V3 framework. This caused all activities become more directional, effective, and efficient.Keywords: Standard Operational Procedures (SOP), PMBOK, ITIL, Business Process Reengineering (BPR), IT projects
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Larrocha, Elena Ruiz, Jesús M. Minguet, Gabriel Díaz, Manuel Castro, Alfonso Vara, Sergio Martín, and Elio San Cristobal. "Proposals for Postgraduate Students to Reinforce Information Security Management Inside ITIL®." International Journal of Human Capital and Information Technology Professionals 2, no. 2 (April 2011): 16–25. http://dx.doi.org/10.4018/jhcitp.2011040102.

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This paper is complementary to the previous work published and awarded as Best Student Paper at the International Conference EDUCON 2010 (sponsored by the IEEE Education Society): “Filling the gap of Information Security Management inside ITIL®: proposals for postgraduate students”. This paper reviews and updates those different proposals made at UNED, for post-graduate students, at the area of IT Services Management and tries to fill the gap of the treatment due in ITIL® (Information Technology Infrastructure Library) to Information Security Management. The treatment given to Information Security Management in ITIL, both versions 2 and 3, are analyzed. The different post-graduate courses offered that fill these methodologies and the opinions and evaluations of the students are discussed.
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Rubio Sánchez, Juan Luis. "Model to Optimize the Decision Making on Processes in IT Departments." Mathematics 9, no. 9 (April 27, 2021): 983. http://dx.doi.org/10.3390/math9090983.

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The objective of this article is the definition of an algorithm aimed to settle the sequence of implementation of Information Technology Infrastructure Library (ITIL) processes that should be followed in the technology departments for its proper management. The mathematical model presented solves the question of the best ITIL process to implement by using an optimization function that considers the objectives and restrictions given by the company. This model is the basis for an iterative greedy algorithm proposed that generates the optimal sequence of ITIL processes to implement. The algorithm has been proven in a company with satisfactory results: the proposed sequence of implementation allowed the company to properly manage the IT department as well as get close to competitors based on the objectives and restrictions reported by the company. The novelty of this contribution relies on the design of an algorithm to generate an optimal and specific sequence of ITIL processes to implement in the IT department of a company, as the previous solutions relied on generic sequences or required external consultants to get their opinion and so did not have a mathematical basis.
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Vicente, Marco, Nelson Gama, and Miguel Mira da Silva. "A Business Motivation Model for IT Service Management." International Journal of Information System Modeling and Design 5, no. 1 (January 2014): 83–107. http://dx.doi.org/10.4018/ijismd.2014010104.

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The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT Service Management (ITSM), there is not one holistic solution to integrate EA and ITIL. Therefore, we propose to join both approaches through the definition of a specific Enterprise Architecture to design organizations according to ITIL's best practices to perform ITSM. Thus, this paper's goal is twofold: on one hand to establish that architecture's motivation model, and, on the other, to contribute for a formal identification and representation of the ITIL business motivation model itself.
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Apaza Ccopa, Cesar. "GESTIÓN DE LA INFRAESTRUCTURA TECNOLÓGICA DE LA EMPRESA CONSTRUCTORES Y CONSULTORES ELECTROMECÁNICOS Y CIVILES - CELTEC SCRL, BASADO EN ITIL V.3." Revista de Investigaciones 9, no. 4 (May 17, 2022): 271–82. http://dx.doi.org/10.26788/riepg.v9i4.2267.

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La empresa Constructores y Consultores Electromecánicos y Civiles - CELTEC SCRL de la ciudad de Puno está ubicado en el rubro de construcción y electrificación, posee una amplia infraestructura tecnológica, la misma que es administrada en forma empírica teniendo un crecimiento desordenado, representando para la empresa un inconveniente antes que un beneficio, por lo cual la investigación tuvo como objetivo la creación de un modelo de gestión para su infraestructura tecnológica en el 2019, basado en las buenas prácticas que propone ITIL V3. Para la realización de esta investigación, se hizo uso de la metodología de investigación tecnológica, definiendo los procesos ITIL adecuados para la empresa, es que se logró optimizar la gestión de la infraestructura tecnológica, con la implementación de un sistema de gestión de incidencias y gestión del conocimiento, con la determinación del catálogo de servicios, acuerdos de niveles de servicios, tiempos de respuesta, niveles de urgencia e impacto, reportes para la toma de decisiones en tiempo real, garantizando así la mejora continua. Se logro optimizar los incidentes presentados relacionados a las TI en la empresa, con base a las buenas prácticas de ITIL V3, en una empresa ubicada en el rubro de la construcción y electrificación.Palabras Clave. Buenas prácticas, construcción, electrificación, infraestructura tecnológica, ITIL, servicio, TI.
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Ketata, Mounir, Zied Loukil, and Faiez Gargouri. "Intervention Planning in ITIL Context." International Journal of Service Science, Management, Engineering, and Technology 12, no. 4 (July 2021): 85–109. http://dx.doi.org/10.4018/ijssmet.2021070106.

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In incident management and especially in after-sales services, customer interventions must be planned according to a priority order set by service level agreements as well as the availability of both technicians and clients. Despite the availability of incident management software solutions, intervention planning is still performed manually in most solutions because numerous constraints must be considered such as the synchronization of technician skills and customer requests, their availability, and the customer priorities. The intervention planning problem is considered as a difficult combinatorial optimization issue. Various approaches have been proposed in the literature including the transformation of this problem into a vehicle routing problem (VRP) or into a CSP in the context of ITIL framework. Yet, the resolution of this problem with a classical CSP solver is time consuming and must be optimized by proposing filtering rules or specific heuristics. This paper proposes the improved CSP and COP models for intervention planning problem with implementing filtering rules and techniques.
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Bernatz, Sabine. "ITIL macht die Hilfe leichter." Call Center Profi 9, no. 4 (August 2006): 44–47. http://dx.doi.org/10.1007/bf03243465.

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DURAK, Neslihan. "Moğolların İtil Ve Çevresindeki Faaliyetleri." Journal of Turkish Studies 9, Volume 9 Issue 4 (January 1, 2014): 401. http://dx.doi.org/10.7827/turkishstudies.6917.

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30

Burston, Neil. "Is SIAM the New ITIL?" ITNOW 58, no. 3 (September 2016): 63. http://dx.doi.org/10.1093/itnow/bww087.

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Beims, Martin. "ITIL: Wundermittel für IT-Services?" Wirtschaftsinformatik & Management 9, no. 1 (February 2017): 70–79. http://dx.doi.org/10.1007/s35764-017-0025-2.

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Kris Sangani. "ITIL: share and share alike?" Information Professional 3, no. 1 (February 1, 2006): 32–35. http://dx.doi.org/10.1049/inp:20060104.

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Disterer, Georg. "ITIL-basierte Inbetriebnahme neuer Anwendungen." HMD Praxis der Wirtschaftsinformatik 48, no. 2 (April 2011): 48–57. http://dx.doi.org/10.1007/bf03340567.

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Abraham, Emerson Rodolfo, João Gilberto Mendes dos Reis, Mario Mollo Neto, and Emerson José Beneton. "Utilização do ITIL® V3 no Brasil: uma verificação da aplicação do domínio “Estratégia de Serviços” entre os profissionais de Tecnologia da Informação." Exacta 13, no. 3 (February 19, 2016): 305–13. http://dx.doi.org/10.5585/exactaep.v13n3.5706.

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ITIL® (Information Technology Infrastructure Library) é um padrão desenvolvido pelo Governo Britânico e adotado mundialmente para a gestão de serviços de tecnologia da informação. É uma estrutura de trabalho que não requer a implantação de todos os seus requisitos, apenas sugere a aplicação de boas práticas. Este trabalho buscou verificar através de um Survey on line veiculado para profissionais de Tecnologia da Informação a adoção do ITIL® no Brasil, especificamente o domínio “Estratégia de Serviços”, domínio este que pode ser negligenciado em função da existência de outros com resultados mais imediatos. Os dados coletados foram tratados no software MS Excel ® e carregados no software NetDraw®, produzindo-se as redes de relacionamento entre o ITIL® e seus atores, discutidas neste trabalho. Os resultados apontaram para uma significativa aceitação do domínio Estratégia de Serviços no Brasil.
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Mahardika, Dimas, Tawar, Saima Ahmed Rahin, Franklin Ore Areche, Ari Fajar Santoso, and Ahmad Suryan. "Service Desk in Perspective of Information Technology Infrastructure Library 3rd-Version." Engineering Science Letter 1, no. 02 (December 3, 2022): 47–50. http://dx.doi.org/10.56741/esl.v1i02.142.

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ICT services are an essential element in modern organizations. Understanding the workings of service systems with specific frameworks helps manage services well. One of the services in this management is the Service Desk or Helpdesk. This study aims to explain the Service Desk using the ITIL V.3 framework. The method used is descriptive qualitative using relevant references. The results of this study indicate that ITIL V.3 can be used to describe the management of the Service Desk accurately.
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Bayona-Oré, Sussy, and Marcos Hostos. "Metrics for Performance Improvement in Organisations Using Scrum, ITIL and CMMI." WSEAS TRANSACTIONS ON ELECTRONICS 13 (September 14, 2022): 89–99. http://dx.doi.org/10.37394/232017.2022.13.12.

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It is very important to understand the metrics that are applied within IT processes in today’s industry, why they are important, and in what types of companies they are used. This article presents the results of a systematic literature review of some of the most widely used metrics exposed in the literature, referring to Scrum, ITIL and CMMi practices. The objective is to determine the scientific progress in this field and to identify the candidate metrics that can be used later in a metrics integration model, designed to help monitor IT services to improving the performance of organisations that use Scrum, CMMi and ITIL. The exploratory search found 1,196 articles, of which 198 were reviewed, from which 31 were finally chosen. From these, a total of 297 metrics were identified, of which 112 (38%) are for Scrum, 98 metrics (33%) are for ITIL, and 87 (29%) are for CMMi. Most of these metrics are used in European companies.
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Sallu, Sulfikar, and Qammaddin Qammaddin. "RANCANGAN PEMBELAJARAN JARINGAN KOMPUTER MODEL DICK DAN CAREY BERBASIS MANAJEMEN LAYANAN INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL)." Instruksional 2, no. 2 (July 29, 2021): 1. http://dx.doi.org/10.24853/instruksional.2.2.1-6.

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Computer Network Learning is one of the teaching and learning processes in the compulsory Computer Networking course in a study program in the computer science family. Dick and Carey designs are the general components of a learning material from the procedures that will be used in learning to produce the desired learning outcomes. Furthermore, Information Technology Infrastructure Library (ITIL) is one of the frameworks that is part of Service Management in IT governance to make it easier to evaluate IT services and to find out things that must be developed in that service. The purpose of this study was to produce a design concept in the ITIL-based dick and carey model of computer network learning design. The method used is a literature review that utilizes all available reference sources. The result achieved is the ITIL-based Dick and Carey model computer network course concept which will create a quality computer network learning design.
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Li, Can Quan, and Gang Wu. "Research and Practice of Application-Level Maintenance Platform Based on ITIL." Advanced Materials Research 765-767 (September 2013): 1060–63. http://dx.doi.org/10.4028/www.scientific.net/amr.765-767.1060.

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There are many studies about application-level maintenance at present, with different levels and depth and business logic. However, there are some common characteristics from two respects: incident management and problem management of ITIL. This paper designs an application-level maintenance platform (AMP) on ITIL, which is a set of practices for IT service management (ITSM).AMP separates common characteristics from non-common characteristics collected, and implements functions of common characteristics. Users only develop functions of non-common characteristics to get a maintenance system for specific application quickly. AMP has been applied in practice successfully.
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Mubarak, Moh Khusnul, and Yusuf Amrozi. "DAMPAK KETIMPANGAN POPULARITAS ITIL DIBANDINGKAN COBIT TERHADAP PERUSAHAAN." e-NARODROID 5, no. 2 (October 30, 2019): 87–89. http://dx.doi.org/10.31090/narodroid.v5i2.930.

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Dalam perusahaan tata kelola merupakan hal yang wajib dan sangat diperlukan, begitu juga dengan salah satu bagian dari tata kelola perusahaan ialah tata kelola teknologi informasi(TI), yang mengatur alur maupun kinerja teknologi informasi dalam perusahaan. Demi terciptanya tata kelola yang baik dibutuhkan buku panduan atau framework dalam membuatnya dan framework yang paling terkenal dalam tata kelola TI ialah COBIT dan ITIL yang memiliki kelebihan dan kelemahan masing-masing, namun apakah dampak dari popularitas kedua framework tersebut mempengaruhi kinerja perusahaan. Kata Kunci: tata kelola teknologi informasi, COBIT, ITIL.
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Cronholm, Göbel, and Åkesson. "ITIL Compliance with Service-Dominant Logic." e-Service Journal 11, no. 2 (2020): 74. http://dx.doi.org/10.2979/eservicej.11.2.03.

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Schlarman, Steve. "What ITIL can Teach IT-GRC." EDPACS 40, no. 2 (October 26, 2009): 8–18. http://dx.doi.org/10.1080/07366980903340012.

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Rost, Martin, and Sebastian Welke. "SDM 2.0 und ITIL 4 ,,verschränkt‘‘." Datenschutz und Datensicherheit - DuD 44, no. 4 (March 16, 2020): 258–62. http://dx.doi.org/10.1007/s11623-020-1263-7.

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43

Alimam, Mayla, Emmanuel Bertin, and Noel Crespi. "ITIL perspective on enterprise social media." International Journal of Information Management 37, no. 4 (August 2017): 317–26. http://dx.doi.org/10.1016/j.ijinfomgt.2017.03.005.

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Smith, Aaron W., and Nayem Rahman. "Can Agile, Lean and ITIL Coexist?" International Journal of Knowledge-Based Organizations 7, no. 1 (January 2017): 78–88. http://dx.doi.org/10.4018/ijkbo.2017010105.

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Information Technology Infrastructure Library (ITIL) is frequently perceived as overly wordy and bureaucratic while Agile and Lean methodologies are often positioned as a rejection of heavy handed process and governance. But IT Service Management, Agile, and Lean are all focused on the same thing: How to get valuable work done quickly and efficiently in the complex world of IT in order to enable a business's competitive edge. Delivering IT solutions at the speed-of-business while maintaining quality, performance and availability of the Live Environment is a constant balancing act among simultaneous constraints. ITIL, Agile and Lean all contain best-practices to define and manage these constraints and the contexts in which they exist. The authors will compare and contrast the core of these methodologies to show how they align with the goal of providing a roadmap for successful implementation and coexistence.
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Marten, H., and T. Koenig. "ITIL and Grid services at GridKa." Journal of Physics: Conference Series 219, no. 6 (April 1, 2010): 062018. http://dx.doi.org/10.1088/1742-6596/219/6/062018.

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46

Makpul, Zulkarnain Bin Muhammad. "ANALISA PENERAPAN PELAYANAN OPERASIONAL IT PADA INDUSTRI ELEKTRONIKA DENGAN KONSEP ITIL V3." Computer Based Information System Journal 9, no. 2 (September 30, 2021): 10–15. http://dx.doi.org/10.33884/cbis.v9i2.3983.

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Penelitian ini dilakukakun untuk mengetahui sejauh mana penerapan pelayanan operasional IT dalam sebuah industri elektronika dengan konsep ITIL V3. Dalam dunia industri, peranan pelayanan operasional IT sangat dibutuhkan untuk mundukung produktifitas operasional perusahaan. Metode yang digunakan adalah metode deskriftif kuantitatif dengan melakukan wawancara dan observasi secara langsung. Penulis akan melakukan perbandingan penerapan pelayanan IT pada perusahaan, serta mengukur kecepatan team dalam menyelesaikan IT insiden yang terjadi. Perusahaan dapat mengetahui apakah pelayanan operasional IT sudah sesuai dengan konsep dan mengetahui kinerja team IT dalam menyelesaikan IT insiden. Dengan menerapkan konsep ITIL pada pelayanan operasional IT akan memberikan manfaat dan nilai lebih bagi perusahaan.
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Herlinudinkhaji, Didin. "Evaluasi Layanan Teknologi Informasi ITIL Versi 3 Domain Service Desain pada Universitas Selamat Sri Kendal." Walisongo Journal of Information Technology 1, no. 1 (November 8, 2019): 61. http://dx.doi.org/10.21580/wjit.2019.1.1.4005.

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<p>Information technology is a necessity for companies and organizations. To ensure the continuity of information technology business processes, it is also very necessary that companies get added value for their use. ITIL v3 is a method used to designing, ensure value is met, provide quality services, and ensure that the parts run as desired. Service design is used to assist companies in designing infrastructure, architecture, service quality, policies, and documents IT. ITIL v3 domain service design in this study is also used as a basis for developing information technology usage policies.</p>
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48

Pradana, Mochammad Fandy, Rani Raharjanti, Sri Murtini, and Muhammad Noor Ardiansah. "Framework ITIL V3: Analisis Tingkat Kematangan Manajemen Insiden pada Perusahaan Ekspedisi." Jutisi : Jurnal Ilmiah Teknik Informatika dan Sistem Informasi 11, no. 2 (July 31, 2022): 293. http://dx.doi.org/10.35889/jutisi.v11i2.916.

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<p><em>Expedition company “PT. VWX Semarang</em>” <em>has implemented an information system in its service activities. However, there may be incidents or disruptions during service activities that can reduce business performance and quality. The purpose of this study was to determine the incident management procedures that have been implemented and measure the maturity level of incident management based on the ITIL V3 framework and provide recommendations for improvement. Data was obtained using observation, interview, and questionnaire. Respondents in this study were users of the service system at expedition company The results of this study indicate that the maturity level of incident management is at level 3 (defined); it means the activity or business process has existed and has become a habit, but the improvement process has not been comprehensively structured. Recommendations for improvement based on the ITIL V3 framework are given to reach the maximum maturity level.</em></p><p><strong><em>Keywords:</em></strong> ITIL V3<em>; information technology; incident management; maturity level</em></p><p align="center"><em> </em></p><p><strong>Abstrak.</strong> Perusahaan ekspedisi PT. VWX Semarang telah telah menerapkan sistem informasi dalam kegiatan pelayanannya, meskipun begitu masih terjadi insiden atau gangguan yang dapat menurunkan performa dan kualitas layanan tersebut. Tujuan penelitian ini adalah menganalisis manajemen insiden pada Perusahaan ekspedisi untuk menentukan tingkat kematangan layanan teknologi informasi berdasarkan kerangka kerja ITIL V3. Data diperoleh dengan observasi, wawancara dan angket kepada pengguna layanan manajemen insiden. Hasil penelitian menunjukkan bahwa tingkat kematangan manajemen insiden berada pada level 3 (<em>defined</em>) yaitu aktivitas atau proses bisnis telah ada dan menjadi kebiasaan namun terstruktur proses perbaikan secara menyeluruh. <span style="text-decoration: line-through;">P</span>erbaikan atas layanan teknologi informasi diarahkan agar proses manajemen insiden terstruktur menjadi terinstitusi pada tingkat kematangan yang meningkat.</p><p><strong>Kata Kunci:</strong> ITIL V3; teknologi informasi; manajemen insiden; tingkat kematangan</p>
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Prabowo, I. Putu Deny Arthawan Sugih, Indah Nur Rachmawati, and Yanti Rahmawati. "Penyusunan SOP Incident Management pada PT. RST dan PT. XYZ Berdasarkan ITIL 3 Versi 2011." Jurnal Eksplora Informatika 10, no. 2 (March 31, 2021): 110–21. http://dx.doi.org/10.30864/eksplora.v10i2.478.

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Saat ini, IT berperan sebagai enabler atau bahkan driver bagi bisnis organisasi untuk mencapai keunggulan bersaing organisasi tersebut. Hal ini menjadi tantangan bagi suatu perusahaan dalam mengelola kualitas layanannya yang berbasis IT (IT services). Bagaimanapun gangguan (incident) yang dialami oleh IT services kerap menimbulkan business impacts bagi suatu perusahaan penyedia IT services (IT services provider). Dengan demikian, incident perlu dikontrol dalam proses incident management yang mengacu pada best practices Information Technology Infrastructure Library (ITIL) untuk meminimalisir business impacts yang diakibatkan oleh incident. Beberapa perusahaan seperti PT. RST dan PT. XYZ belum sepenuhnya menerapkan incident management sehingga tidak semua incident yang terjadi pada IT services dari masing-masing perusahaan tersebut terpantau dan terkontrol dengan baik. Dengan demikian, studi ini bertujuan untuk menyusun Standard Operating Procedure (SOP) incident management pada PT. RST dan PT. XYZ berdasarkan ITIL 3 versi 2011. Data tentang kondisi eksisting perusahaan yang menjadi bahan penyusunan SOP ini, diperoleh dari wawancara secara daring dengan process owner di PT. RST dan PT. XYZ. Setelah SOP ini disusun, SOP ini diverifikasi dengan process owner masing-masing perusahaan tersebut. Dalam rangka continual improvement, SOP pada PT. RST dan PT. XYZ perlu dievaluasi kembali berdasarkan ITIL 4.
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50

Azizah, Nadya, Yupie Kusumawati, and Ramadhan Rakhmat Sani. "Perancangan Manajemen Insiden pada Layanan Teknologi Informasi Inventory Menggunakan Framework ITIL Versi3 (Studi Kasus : PT. Genta Semar Mandiri Semarang)." JOINS (Journal of Information System) 5, no. 1 (May 31, 2020): 136–46. http://dx.doi.org/10.33633/joins.v5i1.3610.

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Teknologi informasi digunakan oleh PT. Genta Semar Mandiri untuk mempermudah proses bisnis inventory. Namun pada kenyataanya masih sering terjadi insiden yang menghambat proses bisnis inventory. Insiden yang sering terjadi adalah aplikasi sering error, part number tidak terintegrasi dengan sistem, dan basis data overload. Selama ini insiden tersebut tidak dikelola dengan baik, hal ini disebabkan karena tidak adanya divisi yang khusus menangani insiden TI, serta belum dibuatnya SOP yang digunakan sebagai acuan menangani insiden TI. Penelitian ini bertujuan untuk mendapatkan hasil kesenjangan antara kondisi eksisting dengan kondisi ideal proses manajemen insiden pada PT. Genta Semar Mandiri serta mendapatkan SOP yang di perlukan dalam manajemen insiden. Penelitian ini menggunakan Framework ITIL versi 3 dalam merancang kerangka kerja dalam manajemen layanan insiden. Penelitian menunjukkan adanya beberapa perbedaan antara kondisi eksisting dengan kondisi ideal yaitu tidak adanya divisi khusus yang menangani manajamen layanan insiden, serta tidak adanya service desk yang bertugas sebagai pintu gerbang layanan insiden. Sehingga dihasilkan beberapa perubahan yaitu penambahan struktur organisasi pada perusahaan, SOP, serta form yang diperlukan pada penanganan manajemen layanan insiden berdasarkan framework ITIL versi 3. Kata kunci: Tata kelola TI, Manajemen insiden, ITIL versi 3, SOP, PT.Genta Semar Mandiri
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