Service provider considerations for IT service management

Abstract

The IT Infrastructure Library (ITIL) provides clarity to IT Service Management and its processes. ICO 20000 further describes the responsibilities of Service Providers operating in ITIL conformant environment. However, neither one specifically addresses External Service Providers' challenges that arise in a cost conserving operational model when Service Provider is supporting multiple customers using shared resources. This paper provides a summary of a required extension to the service provider domain for an IT Service Management (ITSM) solution with ITIL conformant core. © 2007 IEEE.