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A Solution for Establishing the Information Technology Service Management Processes Implementation Sequence

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Software Process Improvement (EuroSPI 2008)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 16))

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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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References

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Author information

Authors and Affiliations

  1. Universidad Nacional de Educación a Distancia, Escuela Técnica Superior de Ingeniería Informática,  

    Magdalena Arcilla & Elena Ruiz

  2. Universidad Politécnica de Madrid, Facultad de Informática,  

    Jose Calvo-Manzano, Gonzalo Cuevas & Tomás San Feliu

  3. Universidad Autónoma de Tamaulipas, Unidad Reynosa Rodhe,  

    Gerzon Gómez

Authors
  1. Magdalena Arcilla
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  2. Jose Calvo-Manzano
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  3. Gonzalo Cuevas
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  4. Gerzon Gómez
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  5. Elena Ruiz
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  6. Tomás San Feliu
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Editor information

Rory V. O’Connor Nathan Baddoo Kari Smolander Richard Messnarz

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© 2008 Springer-Verlag Berlin Heidelberg

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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

  • eBook Packages: Computer ScienceComputer Science (R0)

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