Track: Service Engineering and Service Management

Abstract

This paper proposes to produce a hybrid of best practices in the field of Information and Communications Technologies (ICT). The aim is to empower the user to use a combination of multiple ICT best practices concurrently, leveraging off the strengths of some best practices to support the weakness of others. This goal would help organisations to solve the challenges faced when they need to get multiple standards of ICT best practices simultaneously, resulting in an enhanced integrated process. This paper focuses on the Service Level Agreement (SLA) process, following a “Best of Breed” approach on the four integrated best practices.

The main contribution of our research is the enhanced process, which has taken into consideration a combination of multiple ICT best practices. By following the steps and using the proposed systematic way for building the new integrated process, the organizations will be able to follow the multiple best practices and pass the standard audit. As a baseline, four best practices have been selected to apply this study, namely Information Technology Infrastructure Library (ITIL) V4 , Capability Maturity Model Integration (CMMI) V2, Enhanced Telecom Operations Map (eTOM) V18.5, and Control Objectives for Information and Related Technologies (COBIT) 2019 .