2012 Eighth International Conference on the Quality of Information and Communications Technology (2012)
Lisbon, TBD, Portugal Portugal
Sept. 3, 2012 to Sept. 6, 2012
In the last years, organizations have realized the growing importance of applying best practices frameworks, such as ITIL, to manage IT services. ITIL is based on processes and needs an Information System support to be efficient and effective. Currently, Information Systems that sustain ITIL are based on processes and focused on IT departments. We propose a method for requirements elicitation based on a CRM approach to develop an Information System that supports ITIL and is focused on users' needs. This method improves the alignment between strategy, people, processes and technology. In order to evaluate our proposal, we identified an initial set of requirements that were validated by experts.
Requirements elicitation, Information Technology Infrastructure Library (ITIL), Information Systems, Customer Relationship Management (CRM), IT Service management
Ana Vieira, Soraia Figueiredo, Miguel Mira da Silva, "Using a CRM Approach for Implementing an Information System to Support ITIL", 2012 Eighth International Conference on the Quality of Information and Communications Technology, vol. 00, no. , pp. 178-181, 2012, doi:10.1109/QUATIC.2012.65