Configuration Management process implementation of ITIL framework: Case study — Culture, Tourism and Transport Regional Department of Madeira

Author

Esteves, Rafael ; Alves, P.

Author_Institution

Escola Basica e Secundaria Dr. Luis Maurilio da Silva Dantas, Câmara de Lobos, Portugal

fYear

2013

fDate

19-22 June 2013

Firstpage

1

Lastpage

6

Abstract

This paper presents the results of an academic research about Information Technology Service Management (ITSM) conducted in 2012 in a public regional organization in Madeira Autonomous Region, the Culture, Tourism and Transport Regional Department. We select the Configuration Management process of Information Technology Infrastructure Library (ITIL) as a model to implement in this organization to manage the configurations of the IT infrastructure. With this study we can conclude that the ITIL is useful for the configuration management, increasing the quality of IT services within the regional public administration.

Keywords

configuration management; history; travel industry; IT services; ITIL framework; ITSM; configuration management process implementation; culture; information technology infrastructure library; information technology service management; regional public administration; tourism regional department; transport regional department; ISO standards; Information technology; Instruments; Internet; Libraries; Organizations; Random access memory; Configuration Management; Information Technology Infrastructure Library — ITIL; Information Technology Service Management (ITSM; Madeira Autonomous Region; Regional Public Administration;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Systems and Technologies (CISTI), 2013 8th Iberian Conference on

Conference_Location

Lisboa

Type

conf

Filename

6615870