A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry

Abstract

One of the key elements to consider in business management is the management of IT (Information Technology) departments by implementing processes as described in the ITIL (Information Technology Infrastructure Library) standard. This is particularly important in industries that are not directly related to ICT (Information and Communication Technologies), such as the tourism industry. In this paper, we present a methodology to sequence the implementation of the ITIL processes in any company to support its development. The methodology is based on an optimization algorithm and the information extracted from a survey. The optimal sequence is built from this information and from the information of the restrictions imposed by the company that implements the ITIL processes. We applied the methodology to a company in the tourism industry. The sequence obtained shows the need to implement operative processes (initial positions in the sequence), and afterwards strategic processes (final positions in the sequence). A comparison with other authors’ proposals shows differences in the order of processes proposed by this methodology. The main conclusion is that it is possible to use the information of companies to efficiently generate an optimal sequence of ITIL processes which enhances their management; this sequence is unique for every company that wants to implement ITIL in the tourism industry, and it is independent from the proposals of other authors who designed generic/non-optimal sequences.