The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Evaluation Model for the Implementation of Information Technology Service Management using Fuzzy ITIL
Open accessAbstract
Information technology (IT) service management is an essential part for development of a company’s IT. This case study discusses how to convalesce IT services using the information technology infrastructure library (ITIL) framework and measure service level management (SLM) using Fuzzy ITIL (FITIL) approach. This paper aims to obtain an appropriate model for the measurement of IT service management by using fuzzy approach. Besides that, this paper aims to be able to provide an improving recommendations and IT governance based on current value (as is) and expected value (to be). The research method functioned is by measuring maturity level using best practice of ITIL v3 to condition before and after of improving process based on a questionnaire that has been performed. After obtaining the value of the maturity level for each cycle within ITIL, then the value will be created as an input for FITIL. The manufacture of FITIL is done in 4 stages, namely fuzzification, knowledge base, inference, and defuzzification. The results of the conditions before and after of the improving process have been successful in increasing the level of maturity in each ITIL cycle. The case study indicates an improvement in the increased level of maturity in SLM with FITIL approach.
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“This resistance and formal and complicated administrative processes make things more complex; therefore, undue delay and unexpected outcomes are observed most of the time [16].”
From Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study (2023) · cites this paper as [16]
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Citations
Cites
Implementing IT Service Management: A Systematic Literature Review
Iden, J., & Eikebrokk, T. R. (2013) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2013.01.004 · Cited by 189
Research works printed but not linked: 5
- Mesquida, 2015, Integrating IT service management requirements into the organizational management system, Computer Standards & Interfaces., 37, 80, 10.1016/j.csi.2014.06.005 · DOI
- McNaughton, 2010, Designing an evaluation framework for IT service management, Information & Mangement., 47, 219
- Gervalla, 2018, IT infrastructure library (ITIL) framework approach to IT governance, IFAC-PapersOnLine., 51, 181, 10.1016/j.ifacol.2018.11.283 · DOI
- Zadeh, 2008, Is there a need for fuzzy logic?, Information Sciences., 178, 2751, 10.1016/j.ins.2008.02.012 · DOI · Paper page
- Utama, 2019, Fuzzy logic for simply prioritizing information in academic information system, International Journal of Mechanical Engineering and Technology., 10, 1594
Cited by
Sorted by citations
Digital Transformation of Public Sector Governance With IT Service Management–A Pilot Study
Sarwar, M. I., Abbas, Q., Alyas, T., Alzahrani, A., Alghamdi, T., & Alsaawy, Y. (2023) · IEEE Access · doi:10.1109/access.2023.3237550 · Cited by 101
Metadata
- Authors
- Yandri, R., Suharjito, Utama, D. N., & Zahra, A.
- Affiliations
- Binus University (ID)
- Corresponding author
- Utama, Ditdit Nugeraha
- Venue
- Procedia Computer Science
- Publisher
- Elsevier BV
- Published
- 2019
- Volume
- 157
- Pages
- 290-297
- ISSN
- 1877-0509 (ISSN-L)
- OpenAlex
- W2978911040
- Cited by
- 47
- References
- 1
- Citations by year
- 2026: 4 · 2025: 4 · 2024: 12 · 2023: 13 · 2022: 8 · 2021: 4 · 2020: 2
- FWCI
- 4.90
- Type
- conference paper
- Language
- en
- Open access
- diamond
- doi.org
- Licence
- Locations
- Procedia Computer Science (publishedVersion, cc-by-nc-nd)
- Topics
- Social Sciences › Business, Management and Accounting › Management Information Systems › Information Technology Governance and Strategy
- Physical Sciences › Computer Science › Information Systems › Software Engineering Techniques and Practices
- Physical Sciences › Computer Science › Information Systems › Information Systems Education and Curriculum Development
- Keywords
- IT service management, ITIL, service level management, fuzzy logic, IT governance, ITIL v3, defuzzification, inference, knowledge base
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