Development of an ITIL 4 Implementation Framework Through Model-Based Systems Engineering Methods
Open Access DepositedThe introduction of the Information Technology Infrastructure Library (ITIL) 4 in 2019 establishes multiple considerations for organizations considering transitioning to and implementing its practices. While previous research has provided methodologies to implement ITIL version 3 and earlier, this research provides a novel approach to implement ITIL 4 in a manner that fully incorporates its innovative concepts. This research, therefore, examines how Model-Based Systems Engineering (MBSE) methods provide the means to align organizational structures with ITIL 4 recommendations, in order to improve efficiency while reducing exposure to risk through transitionary periods. Incorporating simulation methods further enable this research to validate a framework for ITIL 4 alignment. This research first traces the substantial changes from ITIL version 3 to ITIL 4, while also providing a review of the existing literature supporting ITIL implementation strategies. Using MBSE methods to accurately model ITIL 4 in its entirety, this work provides a method to capture the complex interdependencies of the ITIL 4 system. This modeling approach is verified and validated through the simulation of one of the ITIL 4 practices, Incident Management, to demonstrate transitionary considerations when introducing new practice workflows. The Incident Management example and results provide an effective mechanism to understand the larger context of the expansive ITIL 4 system.
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