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

Mostafa Mohamed AlShamy (), Essam Elfakharany () and Mostafa Abd ElAziem ()
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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

International Journal of Business Research and Management (IJBRM), 2012, vol. 3, issue 3, 113-132

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

Keywords: ITIL V3; ITSM; PMF; Service Management. (search for similar items in EconPapers)
JEL-codes: M0 (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (2)

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