Implementation of ITIL Configuration Management module: a case study
DOI:
https://doi.org/10.5753/isys.2018.371Keywords:
CMDB, ITIL, ITSM, Transition, Configuration Management, Impact Analysis, IT ManagementAbstract
This paper is based on the operation of one of the most used IT service management models by organizations around the world, ITIL. With the purpose of expanding knowledge in the area, the main proposal of this article is to present experiences, viewpoints, criticism and added value generated during and after the implementation of the ITIL Configuration Management module in a Brazilian public agency. As a successful case, its main objective is to measure the direct and indirect user’s satisfaction level of the proposed module, in order to explore the main benefits of an implementation based on best practice and, to propose improvements and suggestions for future implementation processes.
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References
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Jiang, K. e Kamali, R. (2008). Integration of Configuration Management into the IT curriculum, In Proceedings of the 9th ACM SIGITE conference on Information technology education, pages 183-186. ACM
Lema, L., Calvo-Manzano, J., Colomo-Palacios, R. e Arcilla, M. (2015). ITIL in small to medium-sized enterprises software companies towards an implementation sequence. Journal of software: evolution and process, 27(8):528-538.
Marquis, H. (2007). ITIL And The Evolving CMDB. Business Communications Review, 37(2):54-57.
Marrone, M. e Kolbe, L. (2011). Impact of IT Service Management Frameworks on the IT Organization. Business & Information Systems Engineering, 3(1):5-18.
Mora, M., Raisinghani, M., O’Connor, R., Gomez, J. e Gelman, O. (2014). An extensive review of IT service design in seven international ITSM processes frameworks: Part I. International Journal of Information Technology System Appoach (IJITSA), 7(2):83–107.
Orta, E., Ruiz, M., Hurtado, N. e Gawn, D. (2014). “Decision-making in IT Service Management: a simulation based approach”. Decision Support Systems, 66:36–51.
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Batmunkh, T., Küçük, B. e Oztürk, Muhammet A. (2014). “ITIL v3 and ITIL 2011. The changed process and the reason of change”, https://torashiroi.wordpress.com/2014/05/10/itil-v-3-and-itil-2011-the-changed-process-and-the-reason-of-change, Setembro.
Bartusevics, A. e Novickis, L. (2015). Models for Implementation of Software Configuration Management. Procedia Computer Science, 43:3-10.
Bayona, S., Baca, Y. e Vela, G. (2017). “Gestión de servicios de TI usando ITIL v3: caso de estudio”, In Proceedings of the 12th Iberian Conference on Information Systems and Technologies, pages 1-6. IEEE.
Cabrita, M. (2017). “ITIL v.3 - Information Technology Infrastructure Library: Gestão da Configuração Aplicação em Empresas de Formação Profissional”. (Master's thesis) Barcarena, Atlântica – Escola Universitária de Ciências Empresariais, Saúde, Tecnologias e Engenharia, Julho.
Ciesielska, M. (2017). Implementation of ITIL Service Lifecycle in small and medium-sized enterprises of Polish ICT sector. Information Systems in Management, 6: 85-96.
Conger, S., Winniford, M., e Erickson-harris, L. (2008). Service management in operations, In AMCIS 2008 Proceedings, p. 362, http://aisel.aisnet.org/amcis2008/362, Outubro.
Esteves, R. (2012). “Implementação do Processo de Gestão de Configuração do framework ITIL – um Estudo de Caso”. Dissertação (mestrado). Instituto Politécnico de Bragança, Escola Superior de Tecnologia e de Gestão, Bragança.
HPE Software (2015). “HP Best Practices: Service Modeling – Software Version: 3.00”, https://goo.gl/7A2ubn, Dezembro.
HPE Software (2016). “Universal uCMDB: Discovery and Integrations Content Guide – Discovery Activities”, http://cmshelpcenter.saas.hp.com/CMS/10.30/cp-docs/docs/eng/pdfs/HPE_UCMDB_DICG_Discovery_Activities.pdf, Outubro.
HPE Software Website (2016). “Assisted Modeling”. http://cmshelpcenter.saas.hp.com/CMS/ucmdbbrowser/4.12/Content/Browser/AssistedModeling.htm, Dezembro.
HPE Software Website (2016). “Service Modeling”. http://cmshelpcenter.saas.hp.com/CMS/ucmdbbrowser/4.12/Content/Browser/ServiceModeling.htm, Dezembro.
Iden, J. e Eikebrokk, T. (2013). Implementing IT Service Management: A systematic literature review. International Journal of Information Management, 33(3):512-523.
Jiang, K. e Kamali, R. (2008). Integration of Configuration Management into the IT curriculum, In Proceedings of the 9th ACM SIGITE conference on Information technology education, pages 183-186. ACM
Lema, L., Calvo-Manzano, J., Colomo-Palacios, R. e Arcilla, M. (2015). ITIL in small to medium-sized enterprises software companies towards an implementation sequence. Journal of software: evolution and process, 27(8):528-538.
Marquis, H. (2007). ITIL And The Evolving CMDB. Business Communications Review, 37(2):54-57.
Marrone, M. e Kolbe, L. (2011). Impact of IT Service Management Frameworks on the IT Organization. Business & Information Systems Engineering, 3(1):5-18.
Mora, M., Raisinghani, M., O’Connor, R., Gomez, J. e Gelman, O. (2014). An extensive review of IT service design in seven international ITSM processes frameworks: Part I. International Journal of Information Technology System Appoach (IJITSA), 7(2):83–107.
Orta, E., Ruiz, M., Hurtado, N. e Gawn, D. (2014). “Decision-making in IT Service Management: a simulation based approach”. Decision Support Systems, 66:36–51.
Palma, F. (2013). “Utilidade e garantia ao longo do ciclo de vida do serviço de TI”. http://www.portalgsti.com.br/2013/09/utilidade-garantia-napratica.html, Dezembro.
Yamada, H., Yada, T. e Nomura, H. (2013). Developing network Configuration Management Database system and its application – Data federation for network management. Telecommunication Systems, 52(2):993-1000.
Yamamoto, S. (2017). A Continuous approach to improve IT management. Procedia Computer Science, 121:27-35.
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Published
2018-12-10
How to Cite
Couto, F., & Ishitani, L. (2018). Implementation of ITIL Configuration Management module: a case study. ISys - Brazilian Journal of Information Systems, 11(3), 70–89. https://doi.org/10.5753/isys.2018.371
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Regular articles
