ITSM Implementation Methodology Based on ITIL V3

This book is intended to cover the concept of ITIL v3 and how to implement it in order to increase the efficiency of any IT corporate and to help the corporate employees to do their work easily and its clients to feel the quality of services provided to them. ITIL is considered now as the de facto standard framework for ITSM in organizations which operate their business based on IT infrastructure and services. ITIL v3 was implemented in western organizations but still it is a new framework for the Egyptian and Arabian environment. The best proof of the lack of ITSM in the Arab region is that the percentage of the companies which have ISO/IEC 20000 are less than 2% of the total certified companies in the whole world and in Egypt no company has it until now as stated on APMG ISO/IEC 20000 website. Accordingly this book investigates an implementation methodology of ITIL in Egyptian corporate taking into consideration the cultural factors and how it will affect the success of this implementation. I have already implemented this methodology in three Egyptian companies and it succeed to increase the level of process maturity from level one to level four according to ITIL PMF.