期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2019
卷号：97
期号：10
页码：2821-2833
出版社：Journal of Theoretical and Applied
摘要：Due to fast evolution on the services provided by telecommunication companies, the Information Technology (IT) environment has been gaining an increasingly importance inside organizations which are under increasing pressure to improve their efficiency in delivering more and better services to citizens. As a result, IT governance tools are becoming increasingly important in the operation of business, namely ITIL (Information Technology Infrastructure Library) framework which has positioned itself as a generic solution to tackle a broad range of IT service Management (ITSM) issues and try to guide IT managers in their endeavors. However, researches about ITIL framework has been mostly restricted on the best practices of ITIL to the implementation of incident, problem and change management processes, but few of them focus on its improvement using lean methodology. Also the initiatives taken to improve ITIL processes using Lean have some limitations as they do not address all Lean�s principles and goals. The aim of this work is to study an innovative approach of Lean methodology applied to ITIL by representing an ontological framework of ITIL using Lean Toolkits and by developing a model with deeper explanation of the various concepts of Lean that could be used for qualitative use of ITIL service lifecycle, We will try in this paper to show how Lean, from the world of manufacturing, applies to ITIL can improve the performance and the safety of the information system.
