IT service desk is an important element in IT service management. As a single point of
contact (SPOC), IT service desk receives incident and fulfill the requests. Many governments …

The modern business environment and global covid-19 pandemic effects have led to any
relevant business organizational activity, like e-commerce, to rely on on-premise and cloud …

One of the key elements to consider in business management is the management of IT
(Information Technology) departments by implementing processes as described in the ITIL …

The information technology infrastructure library (ITIL) standard describes processes that
should be implemented in Information Technology (IT) departments for proper operations …

1. Purpose: One of the consequences of the COVID-19 pandemic period was the migration
of educational centers from face-to-face learning to e-learning. Most centers adapted their …

Several field studies have shown low levels of implementation of this type of catalog in
organizations in various countries around the world, which is accentuated in public …

The purpose of this study is to propose an approach to measure the costs and benefits of
attributes in configuration items (CIs) to assist in the design and continual improvement of …

Information and Communication Technology (ICT) is one of the key determinants for today's
organizational success. Therefore, companies spend a significant amount of money each …

Abstract Information technology infrastructure library (ITIL) business leaders lack strategies
for implementing critical success factors (CSFs) to promote organizational effectiveness and …

Abstract The Information Technology Infrastructure Library (ITIL) is the most widely adopted
framework for delivering Information Technology Service and Management (ITSM). ITILv3 …