WSEAS Transactions on Systems
Print ISSN: 1109-2777, E-ISSN: 2224-2678
Volume 11, 2012
Proposal of a New Model for ITIL Framework based on Comparison with ISO/IEC 20000 Standard
Authors: ,
Abstract: ITIL is the most popular framework for the management of IT services, while ISO/IEC 20000 is the first IT Service Management standard. Many today’s researches from IT Service Management field are connected to the comparison of two or more frameworks or standards. The goal of this researches is to create a new universal framework or standard for the management of IT services which should be better than ITIL from 2011. This paper is based on two different measurements of the Billing system implementation: the first one is a measurement by using ITIL recommendations and the second one is a measurement by using recommendations of ISO/IEC 20000 standard. The aim is to see in which ITIL processes the result of measurement is bad, to find complementary ISO/IEC 20000 processes in which the result is good, and based on this to suggest a new model of ITIL framework for the design and implementation of the Billing system for xplay services of Telecom operator. The scientific value of this paper is a new produced ITIL framework which could be used also for some other Telecom operator’s systems.
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Keywords: ITIL 2011, ISO/IEC 20000, Billing system, Budgeting and Accounting services, Incident and Service Request Management, Problem Management