A solution for establishing the information technology service management processes implementation sequence

Abstract

This paper addresses the implementation sequence of Services Management processes defined in ITIL v2, from a topological perspective. Graphs Theory is used to represent the existing dependencies among the ITIL v2 processes, in order to find clusters of strongly connected processes. These clusters will help to determine the implementation priority of the service management processes. For it, OPreSSD (Organizational Procedure for Service Support and Service Delivery) is proposed in order to identify the processes implementation sequence related to the Service Support (SS) and Service Delivery (SD) areas.