ITIL Implementation in a Moroccan Stat Organization: The case of incident management process

Abstract

IT departments were viewed as a cost center and not as an entity in the service of strategy. But this has changed in recent years because of market competitiveness and also due to the fact that the adoption of a management approach focused on the customer and driven by IT is no longer a luxury but a real necessity. This gave rise to several approaches that recommend best practices for improving IT service quality, including the ITIL framework. This paper proposes a method of implementing the ITIL approach with a practical implementation of the Incident Management process in a Moroccan firm. 1 Information Technology Keywords-ITIL, IT services, IT service quality, incident management.