Implementation of ITIL in a Moroccan company: the case of incident management process
IT1 departments were viewed as a cost center and not as an entity in the service of strategy. But this has changed in recent years because of market competitiveness and also due to the fact that the adoption of a management approach focused on the customer and driven by IT is no longer a luxury but a real necessity. This gave rise to several approaches that recommend best practices for improving IT service quality, including the ITIL framework.
This paper proposes a method of implementing the ITIL approach with a practical implementation of the Incident Management process in a Moroccan firm.
Keywords: ITIL, IT services, IT service quality, incident management.
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ABOUT THE AUTHORS
Said Sebaaoui
is a PhD student at USMBA-Fez University. Also he worked from 2006 to 2009 as a consultant in organization in a firm. Currently he works is a public institution. His main research interests include quality in information system (ITIL, Cobit, CMMI, ISO 9001…) and quality approach.
Mohamed Lamrini
received the PhD degree from the Claude Bernard–Lyon University in 1993. He is currently a professor of computer science at USMBA-Fez University. He is also a member of the LISQ Laboratory. His research interests include quality in system information (CMMI, Six sigma, ITIL, ISO 9001…), Industrial Engineering (Methods and statistical tools).
Said Sebaaoui
is a PhD student at USMBA-Fez University. Also he worked from 2006 to 2009 as a consultant in organization in a firm. Currently he works is a public institution. His main research interests include quality in information system (ITIL, Cobit, CMMI, ISO 9001…) and quality approach.
Mohamed Lamrini
received the PhD degree from the Claude Bernard–Lyon University in 1993. He is currently a professor of computer science at USMBA-Fez University. He is also a member of the LISQ Laboratory. His research interests include quality in system information (CMMI, Six sigma, ITIL, ISO 9001…), Industrial Engineering (Methods and statistical tools).
