Abstract:

ITIL (Information Technology Infrastructure Library) is the most widely used IT framework in organizations. This de-facto standard is a service-based IT-framework that aims to improve the quality of organizational services. The main categories of this framework are Service Support (SS) and Service Delivery (SD). This paper focuses on Service Support component as its implementation faces some challenges particularly on culture, attitudes and processes.  There is a need for a comprehensive framework to implement ITIL-based processes in Small IT Units (SITUs). This paper, at first describes ITIL infrastructure focusing on Service Support component of ITIL by a discussion on the proposed ITIL-Service Support framework.