Abstract
This paper addresses the implementation sequence of Services Management processes defined in ITIL v2, from a topological perspective. Graphs Theory is used to represent the existing dependencies among the ITIL v2 processes, in order to find clusters of strongly connected processes. These clusters will help to determine the implementation priority of the service management processes. For it, OPreSSD (Organizational Procedure for Service Support and Service Delivery) is proposed in order to identify the processes implementation sequence related to the Service Support (SS) and Service Delivery (SD) areas.
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Arcilla, M., Calvo-Manzano, J., Cuevas, G., Gómez, G., Ruiz, E., San Feliu, T. (2008). A Solution for Establishing the Information Technology Service Management Processes Implementation Sequence. In: O’Connor, R.V., Baddoo, N., Smolander, K., Messnarz, R. (eds) Software Process Improvement. EuroSPI 2008. Communications in Computer and Information Science, vol 16. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-85936-9_10
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DOI: https://doi.org/10.1007/978-3-540-85936-9_10
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-85934-5
Online ISBN: 978-3-540-85936-9
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