OPERATION MANAGEMENT USING ITIL AND COBIT FRAMEWORK
OPERATION MANAGEMENT USING ITIL AND COBIT FRAMEWORK

Author(s): Joaquina Marchao, Leonilde Reis, Paula Ventura
Subject(s): Social Sciences, Economy
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: ITIL; COBIT; Service operation; Business process; ITSM.
Summary/Abstract: Information and Communication Technologies management is now increasingly challenging in a highly digital and connected world, with different services emerging for different clients with heterogeneous infrastructures, software, assets, different service requirements, security risks increasing, organizational structures not flexible to adjust. These are some of the variables to manage in Information and Communication Technologies departments. This paper aims to present a literature review to support the design of an approach for service operation management in a medium-sized organization, to improve operational efficiency, cost optimization and stakeholder satisfaction, relevant topics in any organization strategy. The applied methodology includes a literature study related with the frameworks Control Objectives for Information and Related Technology (COBIT) and Information Technology Infrastructure Library (ITIL). The main results underlying the literature review were based on the use of keywords in the subject domain.

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