Proposal of the improvement of actual ITIL version based on comparative IT Service Management methodologies and standards-Previous research and research methodology

摘要

The research which is described in this document is the part of scientific field which is called IT Service Management. There are a very large number of methodologies for managing IT services and the most important are: ITIL, CobiT and PRINCE2 and also a very large number of standards for managing IT services and the most important are: eTOM, ISO/IEC 20000 and ISO/IEC 27000. The aim of this research is to improve the best known methodology for managing IT services which is called Information Technology Infrastructure Library (ITIL) by using comparison with other mentioned methodologies and standards for managing IT services. IPTV and VoIP services are taken as the reference model for the implementation of the research. These services are taken because they have the problem of managing over the growing number of systems that include these services. The research was completed on the reference model of IPTV/VoIP service of one Telecom operator which is the proof that these services are real services. IPTV/VoIP service contains eight different systems which are important for the normal work of this service. The research methodology involves several consecutive steps of measurements of the new obtained models of ITIL methodology and the comparative analysis between ITIL methodology and other specified methodologies and standards for the management of IT services. For the measurement of processes is taken technique which is called Gap analysis and for the measurement of functions is taken technique which is called Balanced Scorecard.