Information Technology Service Management (ITSM) Implementation Methodology Based on Information Technology Infrastructure Library Ver.3 (ITIL V3)

This paper is intended to cover the concept of IT Infrastructure Library Version 3 (ITIL) v3 andhow to implement it in order to increase the efficiency of any Egyptian IT corporate and to helpthe corporate employees to do their work easily and its clients to feel the quality of servicesprovided to them. ITIL is considered now as the de facto standard framework for IT ServiceManagement (ITSM) in organizations which operate their business which is based on ITinfrastructure and services.ITIL v3 was implemented in western organizations but still it is a new framework for the Egyptianand Arabian environment. The best proof of the lack of ITSM in the Arab region and not Egyptalone is that the percentage of the companies which have ISO/IEC 20000 are less than 2% of thetotal certified companies in the whole world and in Egypt no company has it until now as statedon APMG ISO/IEC 20000 website[1]. Accordingly this paper investigates an implementationmethodology of ITIL in Egyptian corporate taking into consideration the cultural factors and how itwill affect the success of this implementation. We have already implemented this methodology inthree Egyptian companies and it succeeded to increase the level of process maturity from levelone to level four according the ITIL Process Maturity Framework (PMF) [2]This paper will include an introduction about the problem Egyptian corporates are facing now, a briefintroduction to ITIL V3 with its processes and lifecycle stage, related work, the implementationmethodology, the results achieved, conclusion and the future work.