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عنوان
Using Model-Based Systems Engineering to Improve Customer Satisfaction and Service Availability and Efficiency in the Implementation of ITIL

پدید آورنده
AlAjmi, Khaled H.

موضوع
Engineering,Information Technology

رده

کتابخانه
Center and Library of Islamic Studies in European Languages

محل استقرار
استان: Qom ـ شهر: Qom

Center and Library of Islamic Studies in European Languages

تماس با کتابخانه : 32910706-025

NATIONAL BIBLIOGRAPHY NUMBER

Number
TLpq2162942567

LANGUAGE OF THE ITEM

.Language of Text, Soundtrack etc
انگلیسی

TITLE AND STATEMENT OF RESPONSIBILITY

Title Proper
Using Model-Based Systems Engineering to Improve Customer Satisfaction and Service Availability and Efficiency in the Implementation of ITIL
General Material Designation
[Thesis]
First Statement of Responsibility
AlAjmi, Khaled H.
Subsequent Statement of Responsibility
Fossaceca, John M.

.PUBLICATION, DISTRIBUTION, ETC

Name of Publisher, Distributor, etc.
The George Washington University
Date of Publication, Distribution, etc.
2019

PHYSICAL DESCRIPTION

Specific Material Designation and Extent of Item
113

DISSERTATION (THESIS) NOTE

Dissertation or thesis details and type of degree
D.Engr.
Body granting the degree
The George Washington University
Text preceding or following the note
2019

SUMMARY OR ABSTRACT

Text of Note
The information technology infrastructure library (ITIL) framework is widely used to manage the strategy, design, transition, operation, and continual improvement of IT services. While the ITIL framework itself has undergone numerous revisions and refinements, successfully managing ITIL implementation within organizations is challenging due to several limitations. These limitations are associated with managing collaboration and communication within organizations, meeting stakeholder requirements and service quality objectives, managing risk, and practicing effective decision making. Although modeling approaches have generally been used to analyze ITIL implementation, such approaches tend to focus on individual ITIL modules or on a specific implementation limitation as opposed to the entire ITIL framework. To address this, we propose the use of model-based systems engineering (MBSE), which has been shown to provide benefits such as improved collaboration among stakeholders, enhanced decision-making practices, reduced operational risk, and improved quality of service to organizations. Because MBSE spans the entire life cycle of products and services, it has the potential to holistically improve the implementation of ITIL across an organization. This report proposes an MBSE approach for ITIL implementation that will result in improvements to customer satisfaction and service availability and efficiency. Our MBSE approach utilizes the general-purpose Systems Modeling Language (SysML). The proposed SysML-based ITIL implementation is also augmented with simulations to validate improvement recommendations for a real-world use case.

TOPICAL NAME USED AS SUBJECT

Engineering
Information Technology

PERSONAL NAME - PRIMARY RESPONSIBILITY

AlAjmi, Khaled H.
Fossaceca, John M.

ELECTRONIC LOCATION AND ACCESS

Electronic name
 مطالعه متن کتاب 

p

[Thesis]
276903

a
Y

Proposal/Bug Report

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