Reference: Knahl, M. (2009, April). A Conceptual Framework for the Integration of IT Infrastructure Management, IT Service Management and IT Governance. Proceedings of World Academy of Science: Engineering & Technology, 40, 447-452.
Abstract: The definition and use of standardized IT Management techniques and processes provide the basis for IT Service Management and IT Governance. With the establishment of de facto standard “Best Practice” reference and process models such as the IT Infrastructure Library (ITIL) or Control Objectives for IT and related Technologies (CobiT), an integrated management architecture for the provision of IT-Services built upon standards based processes and tools becomes feasible. ITIL provides a structured and widely adopted approach to IT Service Management and its processes. ITIL can further be aligned with related standards such as ISO 20000 to manifest IT Service Management practice or CobiT to support IT Governance. However IT Management processes must be developed to align with the existing IT infrastructure and operation and must be modeled around frameworks such as ITIL. This paper illustrates the key IT Management requirements and reviews the current state of the art. A case study highlights the contribution of reference models and management related tools for organizations and presents an integrated management architecture.
Comments: This paper presents a case study, saying the definition of SLA’s and KPI’s are critical to the success of the implementation, and I would have liked to have seen in details what these were. In addition, the first phase of the ITSM rollout includes Configuration Management but not Change Management. I wonder how they plan to keep the CMDB up-to-date.