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ThinkMind // ICSEA 2017, The Twelfth International Conference on Software Engineering Advances // View article icsea_2017_1_20_10044


A Harmonization with CMMI-SVC Practices for the Implementation of the ITIL Service Design Coordination Process

Authors:
George Hamilton Barbosa Fernandes Ota
Sandro Ronaldo Bezerra Oliveira

Keywords: service management; information technology services; IT organization; service management model; ITIL; CMMI-SVC; harmonization.

Abstract:
This paper proposes a strategy for the harmonization of the Information Technology (IT) service management framework, the Information Technology Infrastructure Library (ITIL) framework, and the process improvement model for service used in the IT industry, called the Capability Maturity Model for Service (CMMI-SVC). The focal point of this harmonization lies in the Design Coordination process included in the ITIL Service Design, which seeks to ensure that the design consists of appropriate services and coordinates all the design features involved in projects, changes, suppliers and support teams. The results of the harmonization were checked step by step (in a procedure that included a peer review) with the assistance of a specialist with a knowledge of the ITIL framework and the CMMI-SVC model. Hence, the aim of this work is to correlate the structures for these standards and thus obtain the benefits of being able to reduce the time and costs through a joint implementation and also to stimulate the implementation of several models designed for IT service management. Thus, the main contribution made by this paper is that it finds a way of implementing ITIL practices through the adoption of the organizational process assets included in CMMI-SVC. This form of implementation was evaluated by specialists with an expert knowledge of both frameworks and adjustments were requested before the final version was completed for this work.

Pages: 9 to 17

Copyright: Copyright (c) IARIA, 2017

Publication date: October 8, 2017

Published in: conference

ISSN: 2308-4235

ISBN: 978-1-61208-590-6

Location: Athens, Greece

Dates: from October 8, 2017 to October 12, 2017

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