Aligning a Service Provisioning Model of a Service-Oriented System with the ITIL v.3 Life Cycle
This work addresses the problem of business-ICT integration for organizations using service-oriented systems, but it is incremental as it builds on existing frameworks like ITIL v.3.
The paper tackles the challenge of integrating ICT and business layers in service-oriented systems by aligning a service provisioning model with the ITIL v.3 framework, resulting in a proposed alignment to help organizations achieve full service orientation.
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.