Proposal of the improvement of actual ITIL version based on comparative IT Service Management methodologies and standards – The comparative analysis and proposal of new models

The results of measurements have showed that ITIL 2011 framework has not achieved satisfactory results for twelve processes. On the other hand, some other complementary IT service management frameworks and standards have achieved positive results of implementation for the same processes. The complementary analysis between ITIL and other complementary ITSM frameworks and standards has produced 131 new models: 31 models from CobiT, 15 models from PRINCE2, 63 models from eTOM, 7 models from ISO/IEC 20000 and 15 models from ISO/IEC 27000. The next step is a measurement of these 131 models and the creation of final models for ITIL 2011 framework which will be described in next paper. For next measurements, the same key performance indicators and critical success factors will be used as in first measurement. The aim is to produce new final models of ITIL 2011 framework with a positive result for almost every process of that model. Key-Words: Define a strategic plan and the information architecture, Define the IT processes, organisation and relationships, Define and manage service levels, Define and manage performance and capacity, Educate and train users, Organization – Controlling a Stage, Assurance Customer Relationship Management, Assurance Service Management & Operations, Assurance Resource Management & Operations, Fulfillment Service Management & Operations, Capacity Management, Supplier Management, Establish ISMS, Implement and operate ISMS, Monitor and review ISMS, Maintain and improve ISMS.