ITIL-based IT service support process reengineering
Why this work is in the frame
A frame that forgets how it found something cannot be audited. These are the routes that admitted this work.
Bibliographic record
Abstract
The Information Technology Infrastructure Library (ITIL) supports best practices, reengineering activities and IT service support processes. ITIL framework only provides recommendations, and companies need to utilize this framework to improve their IT service support processes and establish best pr actices. This study provides a methodology on how to apply the ITIL framework for evaluating the IT service support processes, its reengineering and alignment to best practices, and subsequent integration into a decision support system framework. A case study approach was used to identify a set of Key Performance Indicators (KPI) which were monitored by a decision support system (DSS) for triggering on-going reengineering of IT service support processes. This paper focuses on the implementation of the ITIL guidelines at the operational level, improvement of the service desk, and incident, problem, change, release, and configuration management. It also presents the implementation of the ITIL guidelines at the tactical level for the improvement of the service level, capacity, IT service continuity, service availability, and security management. We conclude by providing recommendations for future research.
Fetched live from OpenAlex and de-inverted. Abstracts are not stored in this database: the inverted indexes are 8.6 GB of the frame’s 9.3 GB of text, and the host has 13 GB free.
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.000 | 0.001 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.001 |
| Open science | 0.001 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.002 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it