Title: Proposing an ITIL-Service Support
Framework
for SITU’s of Companies
Abstract: ITIL (Information Technology
Infrastructure
Library) is the most widely used IT framework in organizations. This
de-facto
standard is a service-based IT-framework that aims to improve the
quality
of organizational services. The main categories of this framework are
Service
Support (SS) and Service Delivery (SD). This paper focuses on Service
Support
component as its implementation faces some challenges particularly on
culture,
attitudes and processes. There is a need for a comprehensive
framework
to implement ITIL-based processes in Small IT Units (SITUs). This
paper,
at first describes ITIL infrastructure focusing on Service Support
component
of ITIL by a discussion on the proposed ITIL-Service Support framework
Authors: Masarat Ayat, Mohammad Sharifi,
Shamsul
Sahibudin, and Sulaimi Ibrahim
