Proposal of evaluation criteria for free and open source tools for modelling and support of it service management according to ITIL

Abstract

This paper responds to requirement to improve the orientation between offered SW, such as ITIL tools. Nowadays there are enormous amount of offered tools. This situation very often leads to poor implementation of ITIL on the basis of primary unappropriate choice. This paper is-focused on the model and proposal of evaluation criteria for free and open source tools for modeling and support of IT service management according to ITIL. Thus this article aims to model the classification, which should facilitate choice of a suitable tool. Simultaneously, this classification will serve for further work-creation of methodology for evaluation of ITIL tools. In first phase this proposal is aimed mainly on Czech companies which will provide required feedback for future work. © ECMS Valen M. Mladenov, Petia Georgieva, Grisha Spasov, Galidiya Petrova (Editors).