Best Practice for Planning to Implement Service ManagementITIL The key to Managing IT Serviceshttp://20000.fwtk.org/benefits.htm (Benefits)
Applied from: Office of Government Commerce( 2002), ITIL The key to Management IT services, and NOURI ASSOCIATES (2006),ITIL Developing an Implementation Roadmap Case Study, Last accessed at http://www.slideshare.net/fernando.palma/road-map-itil-implemetation 11 Feb 2012)
Source from: Fermilap Computing Sector (2006), last accessed 11 Feb 2012 at http://cd-docdb.fnal.gov/cgi-bin/ShowDocument?docid=3168
Problem Analysis (Assumptions) Analysis by Fishbone Diagram MACHINE MATERAL Lack of effective Preventive Less IT Knowledge Base Maintenance No break-down recording & Root cause analysis Long time Breakdown Lost of confidential data Low quality of recording problem No good IT Software to Support Information is inadequate to find out the root cause of problems Problem: Low quality of IT services Effect: Steal confidential data • Damage business Less service mind No priority to provide IT services • Damage core Less potential skills business activities Not proactive support Difficult to contact (No single point of contact) Turn Over of Staffs No Service Measurement Unprofessional Recurrent Problem Spend long time to supportIf they are also your Don’t understand Lack of effective problems business needs Training MAN METHOD These problems can be solved by Global IT management framework called “ITIL (IT infrastructure Library)” Adopted from http://www.isixsigma.com/tools-templates/cause-effect/cause-and-effect-aka-fishbone-diagram/ Using the 6-sima tool (Fishbone-diagram) to analysis cause and effect
Problem Summary (Assumption) MAIN PROBLEMS MACHINE MATERIAL1. Long-time Breakdown 1. Loss confidential data2. No effective IT software to 2. Less IT Knowledge base support METHOD MAN 1. Difficult to contact1. Unprofessional 2. Recurrent Problem2. Less service mind 3. No Service Measurement SOLVE BY IMPLEMENT ITIL (IT infrastructure Library) ITIL is global best practices for IT Service Management
PART 1.1 HOW THE IT DEPARTMENTSHOULD BE ORGANIZED AND MANAGED
1.1) How IT is organized and managed end Organizing and managing IT Dept. following ITIL What & Why ITIL? ITIL FrameworkWhat is ITIL ?1. ITIL is the most widely adopted approach for IT Service Management in the world.2. It provides a practical framework for identifying, planning, delivering and supporting IT services to the business.Why use ITIL ?1. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth2. It can solve all of the problems we had analyzed.3. It can ensure professionalism in IT service mgt. How to Manage & Organize ? Some Benefits1. Design IT organization following ITIL 1. Improved IT services Framework 2. Reduced costs2. Provide a single point of contact for users 3. Improved customer satisfaction through a called “Service Desk” more professional approach to service delivery 4. Improved productivity3. Separate IT department into 2 main functions: Service Support & Service Delivery 5. Improved use of skills and experience 6. Improved delivery of third party service Adopted from APM GROUP (No Date). What is ITIL? [online]. Last accessed 11 February 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx
1.1) How IT is organized and managed PROPOSED IT DEPT. IT DIRECTOR IT Dept. will be organized follow ITIL ORGANIZATIOIN CHART IT MANAGER framework SERVICE APPLICATION SERVICE SERVICE INCIDENT PROBLEM CHANGE CONFIG. CAPACITY AVAILABILIT FINANCIAL DESK & RELEASE LEVEL CONTINUITY MANAGER MANAGER MANAGER MANAGER MANAGER Y MANAGER MANAGER MANAGER MANAGER MANAGER MANAGER SERVICE DESK TEAM LEADER SERVICE SERVICE PROBLEM CHANGE RELEASE CONFIG. CAPACITY AVAIL. FINANCIAL LEVEL CONT. ANALYST INITIATOR ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST CHANGE SERVICE SERVICE SERVICE PROBLEM SYSTEM CONFIG. CAPACITY AVAIL. FINANCIAL INCIDENT PRACTITI LEVEL CONT. DESK ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST ONOR ANALYST ANALYST ANALYST SERVICE OPERATION INCIDENT DEVELOPER (SYSTEM) DESK ANALYST MANAGER ANALYST APLLICATION IT OPERATION SECURITY SUPPORT ANALYST Some managers ANALYST CONTRACT can support more than Legend DATABASESERVICE DESK ANALYST one function to reduce APPLICATION CONSULTANT ADMIN. DATABASE ADMIN human resource and INTERNAL STAFF CONTRACTSERVICE DESK increase communication DATABASE SYSTEM ANALYST DEVELOPER flexibility. CONSULTANT ADMIN EXTERNAL CONTRACTED AGENCY STAFF The number of managers and employee in each positions will be assigned later in manpower analysis phase.
PART 1.2 HOW TO ENSURE THE DEPARTMENTOPERATES TO AN APPROPRIATE LEVEL OF IT PROFESSIONALISM
1.2) How to ensure professionalism Improving and Controlling IT service standard by ITIL & ISO20000 ISO20000 ISO 20000 is the international standard for IT Service management based on ITIL ITIL & ISO20000 ITIL ISO 20000 Continuous IT service quality control and consolidation Best Practices for Standard for IT Service Management IT Service Management P: Plan (Project Plan) D: Do (Project) Certification for IT People Certification for Organization C: Check (Audit) A: Act (New Action) How ensure Professionalism?Maturity Level Business IT Alignment A P • Service Fundamental shift to pro-active rather ITIL than re-active processes C D Effective quality • By requiring ownership and responsibility at all IT improvement levels, it creates a progressive ethos and culture • Provides a benchmark type comparison with best Consolidate of the level reached practices (Improve Standard of service) (ISO2000 Standard) • Enhanced reputation and perception
2.1) Range of IT servicesNo Service Service Description SERVICE SUPPORT Provide single point of contact between Provide Service Service1 Service Desk customers, end-users and IT providers Desk Single point of contact End-user / Customer2 Incident Management Ensure IT services are restored as quickly as possible3 Problem Management Determine the root cause of disruptions Service Support4 Change Management Ensure IT service component changes meet business needs Provide all IT support services Version Control, grouping changes, plan & test to protect to customers & end-users5 Release Management live IT environment with a single point of contact Database of IT component and relationships to provide6 Configuration accurate information (Day-to-day operation) Management to support other Service Management processesNo Service Service Description SERVICE DELIVERY Ensure the service targets are documented and Service Level agreed in Service Level Agreements (SLAs)7 On behalf of Management and monitors and reviews the actual service levels achieved against their SLA target. Business8 Financial Management Accounting, Budgeting and Charging Service Delivery9 Capacity Management Ensure IT resources are available as needed To ensure that IT services10 Availability Ensure the Availability, Reliability, Security are delivered Management following business needs11 IT Service Continuity Ensure minimum service provision during disaster (Focus long-term) Adopted from THAI MEDICAL INFORMATION INFORMATICS ASSOCIATION (2002). IT Infrastructure Library (ITIL). [online]. Last accessed 11 February 2012 at: http://www.tmi.or.th/index.php?option=com_content&view=article&id=282&catid=27:it-infrastructure&Itemid=49
2.1) Range of IT services SUPPORT USERS BY SERVICE DESK & SERVICE SUPPORT Single point of contact e.g. Incidents & ProblemsNot only solve problem butput more strategic worksuch as1. Needs Assessments2. End-User Testing3. Training Change, release andResults: configuration1. Increase customer management are satisfaction proactive response that2. Professionalism can Reduce impact of change and improve service quality for business All data is collected into database for problem analysis & knowledge base Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html
2.1) Range of IT services MANAGE IT SERVICE REQUESTS Several ways to support Monitoring Incidents Reduce lost of service requests Reduce time to recovery Increase satisfaction Classify all problems in terms of impacts, urgency and priorities: • Reduce business impact • Increase satisfactionAdopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html
2.1) Range of IT services 6 Steps for developing software which are supported by: 1. Change management SOFTWARE DEVELOPMENT 2. Release Management 3. Configuration Management Change management responses for Analysis & Design software then submit functional requirements to release management. Release team develop software and it is also tested by user (User acceptance test : UAT)Adopted from VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html
RESPONSIBILITIES FOR EACH OPERATION1. Service Desk S 3. Problem Management 1. Problem ControlMost of the activities carried out by the Service Desk fall under theresponsibility of one of the IT Service Management processes. The roleand responsibilities of the Service Desk will depend upon the E • Problem identification and recordingarrangements that the organization has put in place. Among the taskscommonly assigned to the Service Desk are: R • Problem classification • Problem investigation and diagnosis V 2. Error control1. Receive and record all calls from User; deal directly with simple requests and complaints. I • Error identification and recording • Error assessment2. Provide initial assessment of all incidents; make first attempt at incident resolution and/or refer to 2nd line support. C • Recording error resolution3. Monitor and escalate all incidents according to agreed service levels. E • Error closure4. Keep users informed on status and progress • Monitoring resolution progress 3. Assistance with the handling of major Incidents 4. Proactive prevention of Problems S • Trend analysis2. Incident Management • Target supporting action1. Incident detection and recording U • Providing information to the organization2. Classification of all Incidents and initial support P 5. Obtaining management information from Problem data3. Investigation and diagnosis 6. Completing major Problem reviews4. Resolution and recovery P5. Incident closure O6. Incident ownership, monitoring, tracking and communication R T Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom
RESPONSIBILITIES FOR EACH OPERATION4. Configuration ManagementThere are five basic activities of Configuration Management1. Planning: 5. Change ManagementThe configuration Management plan should cover the next three to six S Change Management is responsible for controlling Change to all CIsmonths in detail and the following twelve months in outlines. It should (Configuration Item) within the live environment. It is not responsible forbe reviewed at least twice a year and will include: E change within ongoing projects, which are controlled by the project change process. However, close liaison between development project• Strategy, policy, scope, objectives, roles and responsibilities R managers and the Change Manager is expected Change Management• Configuration Management processes, activities, and procedures would typically comprise:• CMDB, relationships with other processes and third parties V 1. Raising and recording Changes• Tools and other resource requirements. I 2. Assessing the impact, cost, benefit, and risk of proposed Changes2. Identification: 3. Developing business justification and obtaining approvalthe selection, identification, and labeling of all Configuration Item (CIs). C 4. Managing and coordinating Change implementationIt covers recording information about CIs, includingownership, relationships, versions, and identifiers. CIs should be E 5. Monitoring and reporting on the implementationrecorded at a level of detail justified by the business need – typically to 6. Review and closing Requests for Change (RFCs)the level of “independent change”.3. Control:Assurance that only authorized and identifiable CIs are accepted andrecorded from receipt to disposal. It ensures that no CI isadded, modified, replaced, or removed without appropriate controlling S 6. Release Management 1. Planning and overseeing the successful roll-out of new and changeddocument, e.g. approved RFC, updated specification. All CIs will beunder Change Management control. U software and associated hardware and documentation 2. Liaison with Change Management to agree the exact content and4. Status Accounting: P roll-out plan for the releaseThe reporting of all current and historical data concerned with each CIthroughout its life-cycle. It enables changes to CIs and tracking of their P 3. Ensuring that all items being rolled out or changed are secure and traceable via the CMDB (Change management database)records through various statuses, e.g. ordered, received, undertest, live, under repair, withdrawn, or for disposal. O 4. Managing Customers and Users expectations of Release and roll- outs.5. Verification and Audit: RA series of reviews and audits that verifies the physical existence ofCIs, and checks that they are correctly recorded in the CMDB. It includesthe process of verifying Release and Configuration documentation before Tchanges are made to the live environment. Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom
RESPONSIBILITIES FOR EACH OPERATION7. Service Level Management1. Negotiating and agreeing service requirements and expected service S 9. IT Service Continuity Management2. characteristics with the Customer Measuring and report of E 1. The available IT Service Continuity options must be understood and the most appropriate solution chosen in support of the business • Service Levels actually being achieved against target R requirements 2. Roles and responsibilities need to be identified, and endorsed and • Resource required V communicated from a senior level to ensure respect and • Cost of service provision commitment for the process3. Continuously improving service levels in line with business processed I 3. IT recovery plans and Business Continuity Plans should be aligned and regularly reviewed, revised and tested4. with a Service Improvement Program (SIP) Co-coordinating other Service Management and support functions C including third party suppliers E5. Reviewing SLAs to meet changed business needs or resolving major service issues6. Producing, reviewing and maintaining the Service Catalogue8. Financial Management for IT services D1. Enable the organization to account fully for the spend on IT services and to attribute these costs to the services delivered to the E2. organization’s Customers Assist management decision on IT investment by supporting L detailed business cases for Changes to IT services. I3. Control and manage the overall IT budget and enable the fair and equitable recovery of costs (by charging) for the provision of IT services. V E R Y Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom
RESPONSIBILITIES FOR EACH OPERATION10. Capacity ManagementThere are three principal areas of responsibility: S 11. IT Service Continuity Management1. Business Capacity Management (BCM): E 1. The available IT Service Continuity options must be understood and the most appropriate solution chosen in support of the businessIt is responsible for ensuring that the future business requirements forIT services are considered, planned and implemented in a timely fashion. R 2. requirements Roles and responsibilities need to be identified, and endorsed andThese future requirements will come from business plans outlining newservices, improvements and growth in existing services, development V communicated from a senior level to ensure respect and commitment for the processplans, etc. This requires knowledge of: 3. IT recovery plans and Business Continuity Plans should be aligned, • Existing service levels and SLAs I and regularly reviewed, revised and tested. • • Future service levels and SLRs The Business Plan and Capacity Plan C • Modeling techniques (Analytical, Simulation, Trending, and Base-lining) E • Application sizing methods2. Service Capacity Management (SCM):Focus on managing the performance of the IT services provided to theCustomers, and is responsible for monitoring and measuring services, asdetailed in SLAs and collecting, recording, analyzing and reporting on Ddata. This requires knowledge of: • Service levels and SLAs E • Systems, networks, and service throughput and performance L • Monitoring, measurement, analysis, tuning and demand management I3. Resource Capacity Management (RCM): VFocuses on management of the components of the IT infrastructure andensuring that all finite resources within the IT infrastructure are Emonitored and measured, and collected data is recorded, analyzed andreported. This requires knowledge of: R • The current technology and its utilization • Future or alternative technologies Y • The resilience of systems and services Source from: RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom
PART 2.2CONCEPT OF DIRECT AND CONTRACTED STAFF
2.2) Concept of Direct and Contracted Staff List of Contracted StaffNo Function Operation Main Responsibilities Service Desk Initial Support for end-users and receive and1 Service Desk Analyst (IT Service Support) record IT requests from users Analyze, design and implement enterprise2 Application Consultant Release Management application e.g. Enterprise Resource Planning or Human Resource application3 Developer Release Management Develop Software following business needs Analyze, design and implement a custom4 Database Consultant Release Management database following business needs5 Financial Manager Financial Management - Enable the organization to account fully for spend on IT services - Assist management decisions on IT investment.6 Financial Analyst Financial Management - Control and manage the overall IT budget. LIST OF CONTRACTED STAFF
2.2) Concept of Direct and Contracted Staff SERVICE DESK ANALYST (CONTRACTED STAFF) Virtual Service Desk (Service Desk Analyst) BenefitsMain Responsibilities: support customer via email, onlinechat (support 24/7).Reason: 1. Using geographical time-zone differences to extend1. Enhance online support. 24/7 support.2. It is expensive and impossible to hire direct staff in 2. Increase the efficiency and effectiveness of the order to support 24/7. customers. 3. Fulfilling a service request quicker. Offshore Service Desk (Service Desk Analyst) 4. Restoring business continuity and productivity. 5. Improve customer satisfaction.Main Responsibilities: support customer in other time- 6. Workload capability.zone (support 24/7) or other languages based on 7. Potentially fewer staff.customers area (Call Center). 8. Centralized reports.Reason:1. Enhance support customer in different time-zones and local languages.2. It is expensive and impossible to hire direct staff in order to support 24/7.
2.2) Concept of Direct and Contracted Staff APPLICATION CONSULTANT (CONTRACTED STAFF) Main Responsibilities1. Analyze, design and implement enterprise application e.g. Enterprise Resource Planning or Human Resource application.2. To help businesses and organizations develop technological systems and solutions. REASONS3. Let customers understand the business process, and knows how to create tailored applications for it. 1. Enterprise software needs specialist to implement.4. To run audit in order to help customers to define their 2. It is expensive to hire direct staff in order to implement needs. enterprise system only one time.5. To install, and train others on the newest applications 3. To provide training to end users in various fields.
2.2) Concept of Direct and Contracted Staff DATABASE CONSULTANT (CONTRACTED STAFF) Main Responsibilities1. Enter company analysis and found that customers requirements, help customers choose and develop appropriate a database with large software.2. Guide customers to the proper use of the database software system REASONS3. Solve the problems of database systems, and timely Reason: communication with customers 1. Some database design needs specialist to reduce software developing time, and ensure reliability and4. Real-time to help clients answer a series of performance. questions in the database using 2. Some database problem e.g. slow response, needs database consultant to check and improve its performance.
2.2) Concept of Direct and Contracted Staff DEVELOPER Main Responsibilities CONCEPT 1. Hire both direct and contracted staff1. Develop particular software following business need 2. The number of developer is depended on the volume of software requested.2. Assist in the creation of the system design and functional specifications for all new development 3. Some specific software e.g. mobile application can hire projects contracted staff3. Review, analyse and modify systems including coding, 4. To protect confidential information in database, contracted developers are allowed to testing, debugging and installing to support application implement software only a on test server. Then it will be systems implemented on Production Server by direct staff
2.2) Concept of Direct and Contracted Staff FINANCIAL MANAGEMENT FOR IT SERVICE (Manager and Analyst) Main Responsibilities Concept 1. Hire specialist from outsource or use in-house1. Enable the organization to account fully for the 2. After establish IT department 1 year, IT director will spend on IT services and to attribute these costs to consider this position again. the services delivered to the organization’s Reasons Customers In the beginning phase, IT department need professionals to2. Assist management decision on IT investment by identify costs that charge to organizations Customers. supporting detailed business cases for Changes to IT services.3. Control and manage the overall IT budget and Benefits enable the fair and equitable recovery of costs (by charging) for the provision of IT services. 1. Increase speed to establish the new IT department. 2. Specialist from outsource can reduce IT budget and manage cost effectively. 3. Minimize cost and human resource.
2.2) Concept of Direct and Contracted Staff Contracted Staff: Financial Management for IT services (Manager and Analyst) Main Responsibilities Concept 1. Hire specialist from outsource or use in-house1. Enable the organization to account fully for the 2. After establish IT department 1 year, IT director will spend on IT services and to attribute these costs to consider this position again. the services delivered to the organization’s Reasons Customers In the beginning phase, IT department need professionals to2. Assist management decision on IT investment by identify costs that charge to organizations Customers. supporting detailed business cases for Changes to IT services.3. Control and manage the overall IT budget and Benefits enable the fair and equitable recovery of costs (by charging) for the provision of IT services. 1. Increase speed to establish the new IT department. 2. Specialist from outsource can reduce IT budget and manage cost effectively. 3. Minimize cost and human resource.
PART 3IMPLEMENTATION ROADMAP FOR IT DEPARTMENT
3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENTProject Approach Phase 1 (M1-3) Phase 2 (M2) Phase 3 (M3) Phase 4 (M4-6) Phase 5 (M7-8) Continuous Process Improvement CyclePha Current Strategy Implementation Initiative Setup (Re-)Designs State Analysis Development & MeasureeO How do we get How do we know we have What is the vision? Where are we now? How will we get there? to vision? succeeded?utco Process Vision and businessm Assessments Measurable Targets Improvement or Measurements & Metrics objectivese Reengineering Implementation Period 8 Months Examples of activities in Phase 1 and 21) Initiative Setup 2) Current State Analysis / Assessment 1. Process assessment workshop1. Business & IT Executive Interviews 2. Technology assessment workshop2. Surveys & data gathering 3. Metrics assessment workshop3. Initial training campaign 4. Roadmap development workshop4. IT Service Management Vision Development Adopted from NOURI ASSOCIATES (2006). ITIL The key to Management IT services. [online]. Last accessed on 11 February 2012 at: http://www.slideshare.net/fernando.palma/road-map-itil-implemetation
en 3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT d Project Approach Phase 1 (M1-3) Phase 2 (M4-6) Phase 3 (M7-9) Phase 4 (M10-12) Phase 5 (M13-16) Service Reporting IT Service Service Capacity Continuity Catalog Management Mgt. Service Level Business Management Relationships Supplier Problem Management Incident Manageme Management nt Financial Management Asset Management Release Management Change Management Configuration Management Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Implementation Period 16 MonthsAdopted from FERMILAP COMPUTING SECTOR (2006). ITIL & ISO20000 Implementation Roadmap at Fermilab. [online]. Last accessed 11 February 2012 at: http://cd-docdb.fnal.gov/cgi-bin/ShowDocument?docid=3168
4. BENEFITS OF IT GOVERNANCE OF IMPLEMENTATION Reduce cost of operation and down-time. 1. Streamline service delivery and support processes 2. Develop repeatable procedures 3. Reduce number of service incidents and outages IT Governance will be basically applied based on ITIL Framework and ISO20000 4. Plan for and ensure future capacity Improve service quality and reduce errors and failure Improve Customer Satisfaction, Business and IT alignment 1. Implement standards to do things right the first time and reduce defects and rework 1. Define clear services and services targets 2. Perform proactive analysis, prevention and 2. Accurately allocate and recover costs resolution 3. Improve IT/Business Alignment 3. Define clear services and services targets 4. Audit, manage and improve IT processes Picture from http://itgovernance.com/00/index.php
ISO 20000"ISO/IEC 20000-1:2011 is a service management system(SMS) standard. It specifies requirements for the serviceprovider to plan, establish, implement, operate, monitor,review, maintain and improve an SMS. The requirementsinclude the design, transition, delivery and improvement of services to fulfil agreed service requirements".Adopted from ISO/IEC 20000-1:2011. [online]. Last accessed 10 February 2012 at: http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=51986
Why ISO 20000 ? Since 2005, ISO 20000 expanded for IT service management (ITSM) as a standard for IT services. For conformity with the standards Offers quality signal for customers For success of business processes we need high-quality IT services "The ISO 20000 standard follows the demand to transfer standardization as a principle of industrial production to the provision of IT services (Disterer, 2009)" Is based on the ITIL reference model and the British standard BS 15000 (Fig. 1). Adopted from ISO 20000 for IT. [online]. Business & information systems engineering, 1(6), 463-467. Article from SpringerLink last accessed 7 February 2012 at: http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf
Benefit of ISO20000 for your organization • It defines services better • Progress in relationship with business • Good influence on staff • Increase in productivity • Continuous productivity • Visibility and control will be increased • Reduce the loss of user productivity • Gives credit to the quality of IT serviceAdopted from Introduction to the ISO/IEC 20000 Standard. [online]. Last accessed 10 February 2012 at: http://www.youtube.com/watch?v=080aXDzHaAA&feature=related
DEVELOPMENT OF ISO20000Picture from DISTERER, Georg (2009). ISO 20000 for IT, [online], Business & information systems engineering, 1(6), 463-467, Last accessed: 7 February 2010, at: http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf
References1. APM GROUP (No Date). What is ITIL? [online]. Last accessed 11 February 2012 at: http://www.itil- officialsite.com/AboutITIL/WhatisITIL.aspx2. DISTERER, Georg (2009). ISO 20000 for IT. [online]. Business & information systems engineering, 1(6), 463-467. Article from SpringerLink last accessed 7 February 2012 at: http://www.springerlink.com.lcproxy.shu.ac.uk/content/x18117565gh30387/fulltext.pdf3. FERMILAP COMPUTING SECTOR (2006). ITIL & ISO20000 Implementation Roadmap at Fermilab. [online]. Last accessed 11 February 2012 at: http://cd-docdb.fnal.gov/cgi-bin/ShowDocument?docid=31684. HOLMES, Ken (2011). Introduction to the ISO/IEC 20000 Standard. [online]. Last accessed 10 February 2012 at: http://www.youtube.com/watch?v=080aXDzHaAA&feature=related5. ISO (2011). ISO/IEC 20000-1:2011. [online]. Last accessed 10 February 2012 at: http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=519866. NOURI ASSOCIATES (2006). ITIL The key to Management IT services. [online]. Last accessed on 11 February 2012 at: http://www.slideshare.net/fernando.palma/road-map-itil-implemetation7. RUDD, Colin (2005), IT Service Management: A companion to the IT INFRASTRUCTURE LIBRARY, itSMF Ltd, United Kingdom.8. THAI MEDICAL INFORMATION INFORMATICS ASSOCIATION (2002). IT Infrastructure Library (ITIL). [online]. Last accessed 11 February 2012 at: http://www.tmi.or.th/index.php?option=com_content&view=article&id=282&catid=27:it- infrastructure&Itemid=499. VISUAL TRANSLATION (No Date). The ITIL library teaches how a service desk works. [online]. Last accessed 11 February 2012 at: http://visualtranslations.com/training_ITIL.html