Electronic Thesis/Dissertation


Using Model-Based Systems Engineering to Improve Customer Satisfaction and Service Availability and Efficiency in the Implementation of ITIL Open Access

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The information technology infrastructure library (ITIL) framework is widely used to manage the strategy, design, transition, operation, and continual improvement of IT services. While the ITIL framework itself has undergone numerous revisions and refinements, successfully managing ITIL implementation within organizations is challenging due to several limitations. These limitations are associated with managing collaboration and communication within organizations, meeting stakeholder requirements and service quality objectives, managing risk, and practicing effective decision making. Although modeling approaches have generally been used to analyze ITIL implementation, such approaches tend to focus on individual ITIL modules or on a specific implementation limitation as opposed to the entire ITIL framework. To address this, we propose the use of model-based systems engineering (MBSE), which has been shown to provide benefits such as improved collaboration among stakeholders, enhanced decision-making practices, reduced operational risk, and improved quality of service to organizations. Because MBSE spans the entire life cycle of products and services, it has the potential to holistically improve the implementation of ITIL across an organization. This report proposes an MBSE approach for ITIL implementation that will result in improvements to customer satisfaction and service availability and efficiency. Our MBSE approach utilizes the general-purpose Systems Modeling Language (SysML). The proposed SysML-based ITIL implementation is also augmented with simulations to validate improvement recommendations for a real-world use case.

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