Selvakumar Ramachandran; Lavanya Santapoor MSE-2011-44, pp. 62. COM/School of Computing, 2011.
Aims and Objectives:
Information Technology (IT) service management has gained importance in the recent years. A
service is a means of delivering value to the customers by facilitating outcomes, which customers
want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution
revolves around its implementation through software management, the need for understanding the
relationship between IT service management and software management has become crucial. The aim
of this thesis is to explore this relationship.
We designed this thesis study as an exploratory study. First, a systematic literature review was
conducted to explore the role of software engineering in IT service management and the
interconnection between them. Then, we performed a case study at Telenor Sweden AB by
conducting interviews in order to further investigate the intersecting elements between ITIL v3
Framework, which is an international standard for IT service management and software engineering
considering ISO/IEC 12207 standard on software processes.
The outcome of this thesis is a mapping between IT service management and software engineering
considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT
service management. These mappings have been recommended to use by the case company to
incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation.
Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give
sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it
is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard.
Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s
software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be
difficult as it would be two new standards for the employees. The in house software process models
are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and
inhouse models of the case company to support the implementation of ITIL V3 for managing software
applications to realize IT Services.