Alternative ITIL in the Integration and Optimization of IT Technology Management Process

Dougglas Hurtado Carmona

Authors

Dr. Dougglas Hurtado Carmona Simón Bolívar University Author https://orcid.org/0000-0002-0624-9371

Keywords:

ITIL, Integration, Optimization, Processes, Information Technologies, IT Governance

Abstract

The paper explores the scope of ITIL (Information Technology Infrastructure Library) best practices as an efficient alternative for integrating and optimizing information technology (IT) management processes in organisations. A comprehensive examination of the ITIL service lifecycle illustrates how this framework optimizes service quality, operational efficiency, and the strategic alignment of IT capabilities with overarching corporate objectives. The ITIL service's core life cycle architecture consists of five interconnected phases: strategy, design, transition, operation, and continual service improvement, each with distinct functions to deliver value and secure service sustainability over time. The article emphasizes a systemic approach and feedback as key elements in monitoring, evaluating, and implementing continuous process improvement. It also indicates that ITIL is not a prescriptive model but a flexible set of best practices that enables service providers to develop and offer technologies that meet customers' needs, thereby improving satisfaction while reducing risk and cutting costs. It was concluded that adopting ITIL facilitates IT governance and promotes standardization.

References

Calvo-Manzano, J. A., Lema-Moreta, L., Arcilla-Cobian, M., & Rubio-Sánchez, J. L. (2015). How small and medium enterprises can begin their implementation of ITIL? Revista Facultad de Ingeniería, Universidad de Antioquia, 77, 127-136. https://doi.org/10.17533/udea.redin.n77a15

Cannon, D. (2011). ITIL Service Strategy 2011 Edition (2nd ed.). The Stationery Office (TSO). https://www.kornev-online.net/ITIL/01%20-%20ITIL%20V3%202011%20Service%20Strategy%20SS.pdf

Cartlidge, A., Rudd, C., Smith, M., Wigzel, P., Rance, S., Shaw, S., & Wright, T. (2012). An Introduce Overview of ITIL ® 2011. The Stationery Office (TSO). https://es.scribd.com/doc/242755966/itSMF-An-Introductory-Overview-of-ITIL-2011-pdf

Cidav, Z., Mandell, D., Pyne, J., Beidas, R., Curran, G. & Marcus, S. (2020). A pragmatic method for costing implementation strategies using time-driven activity-based costing. Implementation Science, 15(28). https://doi.org/10.1186/s13012-020-00993-1

Hanna, A. (2011). Glosario y abreviaturas de ITIL. Español (Latinoamericano). AXELOS Limited 2011. https://www.mindmeister.com/generic_files/get_file/7845343?filetype=attachment_file

Harmon, P. (2019). Chapter 2 - Strategy, value chains, business initiatives, and competitive advantage. In P. Harmon, Business Process Change (Fourth Edition). A Business Process Management Guide for Managers and Process Professionals. Elsevier Inc. (72-50). https://doi.org/10.1016/B978-0-12-815847-0.00002-9

Hunnebeck, L. (2011). ITIL Service Design 2011 Edition (2nd ed.). The Stationery Office (TSO). https://www.kornev-online.net/ITIL/02%20-%20ITIL%20V3%202011%20Service%20Design%20SD.pdf

Hurtado Carmona, D. (2011). Teoría General de Sistemas: un enfoque hacia la ingeniería de sistemas (2Ed ). Lulu Publishers.

Lloyd, V. (2011). ITIL Continual Service Improvement 2011 Edition (2nd ed.). The Stationery Office (TSO). https://www.kornev-online.net/ITIL/05%20-%20ITIL%20V3%202011%20Continual%20Service%20Improvement%20CSI.pdf

Mandal, P. C. (2020). Achieving excellence in services marketing: roles in custom delight. International Journal of Business Excellence, 20(3), 359-374. https://doi.org/10.1504/IJBEX.2020.106366

Martínez, R. (2022). Tipos de Métricas de calidad para validar datasets gubernamentales Argentinos. Revista Abierta de Informática Aplicada, 6 (2), 40-53. https://doi.org/10.59471/raia20224

Ordoñez P., J., Muñoz C., J., Sánchez C., G. & Zamora Z., G. (2021). Gestión administrativa de las instituciones de educación superior: Universidad Católica de Cuenca-Ecuador. Revista de Ciencias Sociales (RCS). FCES – LUZ, 27(1), 347-356. https://doi.org/10.31876/rcs.v27i1.35320

Pedrosa, G. V., Kosloski, R. A. D., De Menezes, V. G., Iwama, G. Y., Da Silva, W. C.M. P. da, & Figueiredo, R. M. da C (2020). A Systematic Review of Indicators for Assevaluating the Effectiveness of Digital Public Services. Information, 11(10), 472. https://doi.org/10.3390/info11100472

Rance, S. (2011). ITIL Service Transition 2011 Edition (2nd ed.). The Stationery Office (TSO). https://www.kornev-online.net/ITIL/03%20-%20ITIL%20V3%202011%20Service%20Transition%20ST.pdf

Scheffel, P. F. L., & Strassner, J. (2008). 7.4-IT Service Management. In J. Bergstra and M. Burgess. (Eds.). Handbook of Network and System Administration (905-928). Elsevier Inc. https://doi.org/10.1016/B978-044452198-9.50034-3

Setyadi, R., & Priyatiningsih, E. (2021). Maturity Level of ITSM Analysis Using ITIL V3 Framework in State Electricity Enterprise Purwokerto. JUITA: Journal Informatika, 9(1). https://doi.org/10.30595/juita.v9i1.9594

Shrestha, A., Cater-Steel, A., Toleman, M., Behari, S., & Rajaeian, M. M. (2020). Development and evaluation of a software-mediated process assessment method for IT service management. Information & Management, 57(4), 103213. https://doi.org/10.1016/j.im.2019.103213.

Ramos Silvestre, E. R. & Peredos Claros, M. (2023). El papel de la tecnología para la mejora de la calidad educativa. Ciencia Latina Revista Científica Multidisciplinar, 7(3), 1018-1027. https://doi.org/10.37811/cl_rcm.v7i3.6245

Steinberg, R. (2011). ITIL Service Operation 2011 Edition (2nd ed.). The Stationery Office (TSO). https://www.kornev-online.net/ITIL/04%20-%20ITIL%20V3%202011%20Service%20Operation%20SO.pdf

Stewart J. (2007). The Official Introduction to the ITIL Service Lifecycle. The Stationery Office (TSO). https://www.kornev-online.net/ITIL/The%20Official%20Introduction%20to%20the%20ITIL%20Service%20Lifecycle.pdf