Aligning a Service Provisioning Model of a Service-Oriented System with the ITIL v.3 Life Cycle

TL;DR

This paper proposes aligning a service provisioning model of a service-oriented system with the ITIL v.3 lifecycle to enhance integration between ICT and business layers, promoting full service orientation.

Contribution

It introduces a method to align service provisioning steps with ITIL v.3 processes, facilitating better integration of ICT and business layers in organizations.

Findings

Improved integration of ICT and business layers.

Enhanced service orientation of organizations.

Guidelines for aligning service models with ITIL processes.

Abstract

Bringing together the ICT and the business layer of a service-oriented system (SoS) remains a great challenge. Few papers tackle the management of SoS from the business and organizational point of view. One solution is to use the well-known ITIL v.3 framework. The latter enables to transform the organization into a service-oriented organizational which focuses on the value provided to the service customers. In this paper, we align the steps of the service provisioning model with the ITIL v.3 processes. The alignment proposed should help organizations and IT teams to integrate their ICT layer, represented by the SoS, and their business layer, represented by ITIL v.3. One main advantage of this combined use of ITIL and a SoS is the full service orientation of the company.