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2014•Kuwait Chapter of Arabian Journal of Business and Management ReviewRequires access

An Investigation of the Processes of IT Management

Ahmad A. Kardan, Abolghasem Akbarnejad

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Abstract

There are some framework and standard to define and model IT management processes, these are ISO/IEC 20000-1 and ITIL V3 (IT Infrastructure Library – version 3), COBIT (Control Objectives for Information and Related Technology), MOF (Microsoft Operations Framework), HP service management framework and also maturity framework (Logan J.C., 2008). In this research the route map is all considered management processes in ISO/IEC 20000-1.The process of IT management categorized to five process (service delivery processes, control processes, release process, resolution processes and relationship processes) , each processes are involved one or several service management activities, these services in ITIL V3 are known ITSM (IT Services Management), we have tried to describe a related articles or journals in each section of ITMS, of course in some cases we compare ISO/20000-1 with ITIL V3 .

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What this paper is about

There are some framework and standard to define and model IT management processes, these are ISO/IEC 20000-1 and ITIL V3 (IT Infrastructure Library – version 3), COBIT (Control Objectives for Information and Related Technology), MOF (Microsoft Operations Framework), HP service management framework and also maturity framework (Logan J.C., 2008). In this research the route map is all considered management processes in ISO/IEC 20000-1.The process of IT management categorized to five process (service delivery processes, control processes, release process, resolution processes and relationship processes) , each processes are involved one or several service management activities, these services in ITIL V3 are known ITSM (IT Services Management), we have tried to describe a related articles or journals in each section of ITMS, of course in some cases we compare ISO/20000-1 with ITIL V3 .

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Available abstract

There are some framework and standard to define and model IT management processes, these are ISO/IEC 20000-1 and ITIL V3 (IT Infrastructure Library – version 3), COBIT (Control Objectives for Information and Related Technology), MOF (Microsoft Operations Framework), HP service management framework and also maturity framework (Logan J.C., 2008). In this research the route map is all considered management processes in ISO/IEC 20000-1.The process of IT management categorized to five process (service delivery processes, control processes, release process, resolution processes and relationship processes) , each processes are involved one or several service management activities, these services in ITIL V3 are known ITSM (IT Services Management), we have tried to describe a related articles or journals in each section of ITMS, of course in some cases we compare ISO/20000-1 with ITIL V3 .

Key concepts: Information Technology Infrastructure Library, COBIT, IT service management, ITIL security management, Financial management for IT services, Process management, Incident management, Information security management system

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