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Concentration on Information Technology Infrastructure Library (ITIL) implementation as a de-facto standard is rapidly growing in the organizations. One of the major parts of this framework is service support which includes incident management, problem management, configuration management, change management, release management processes and helpdesk operation. There are a variety of suggestions from different enterprises such as Microsoft Operation Framework(MOF), Hewlett Packard IT Service Management, and IBM’s Systems Management Solution Lifecycle to implement these processes but they have tendency to propose their productions as well. Moreover small information technology units suffer from lack of proper prescription to implement the ITIL framework. This text has focused to provide an incremental implementation approach considering cultural issues to guide small information technology units and businesses to progressively initiate and implement service support processes as the most important component of ITIL. The framework is proposed based on a small IT center at a university which also includes related necessary information such as process KPIs, implementation steps,...
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Masarat Ayat is a PhD scholar in Information Systems area. Her publications and interests are related to ITG, ITSM, Knowledge Management, and Small medium Enterprises.Dr. Mohammad Sharifi is a scholar with long term academic and industrial experiences at different universities and companies. His interests are including ITG, ITSM, and E-Health.
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