A Reference Process Model for IT Service Management

摘要

Within the recent years the IT Infrastructure Library (ITIL) is increasingly used for the description and delivery of IT-services and can be regarded as a de-facto standard for IT Service Management. However, ITIL is a common practice approach without an explicit process definition which leaves many degrees of freedom. This paper presents the advancement to a reference model for the processes of IT Service Management and shows the integration into a comprehensive process framework for IT management.