Specifying Services for ITIL Service Management

@article{Wegmann2008SpecifyingSF,
  title={Specifying Services for ITIL Service Management},
  author={Alain Wegmann and Gil Regev and G.-A. Garret and F. Marechal},
  journal={2008 International Workshop on Service-Oriented Computing: Consequences for Engineering Requirements},
  year={2008},
  pages={8-14}
}
The Information Technology Infrastructure Library (ITIL) is a collection of best practices for the management of IT services. ITIL helps organizations to become aware of the business value their IT services provide to internal and external stakeholders. Understanding this value is crucial to the definition of service level agreements (SLA) between an IT department and its stakeholders. However, it is not ITIL's objective to define how this value is to be elicited from stakeholders. This creates… CONTINUE READING
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