This report was written during late 2007 and early 2008 to evaluate the ITIL framework and ISO 20000 standard. In cooporation with IDC and SIG security

A business perspective
- Experiences and viewpoints on the ITIL frameworks and
ISO 20 000

Abstract

There has been a lot of discussion on the lack of fulfilment and the real benefits of foremost ITIL. ISO 20000 has been released and also ITIL V3, to accommodate and increase the benefits of the framework and best practises. The thesis will explain and answer questions, among others, where the benefits are - if they exist, where the shortages exist, if there is a need for further support in an implementation phase for instance with help from an implementation software tool and how this tool should look. To get answers a workshop was conducted as well as a survey within a large IT organization (SIG security) in Sweden. The organization members are IT professionals mostly concentrated on IT security but also with broad experience on information technology overall. - Many of the IT professionals work with more than one standard and the expectations are not always in align with the implemented result. There is need of more specific details on different processes, ITIL processes are only used if needed and it is far from necessary to certify against ISO 20000 if implemented. There are some shortages that have to be considered but the ITIL framework and ISO 20000 standard is of great help even though not always used to the full extent.

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