The Use of Fuzzy Cognitive Maps in Analyzing and Implementation of ITIL Processes

Abstract: Information Technology Infrastructure Library (ITIL) is series of best practices that helps Information technology Organizations to provide Information technology (IT) services for their customers with better performances and quality. This article is looking for a way to implement ITIL in an organization and also using Fuzzy Cognitive Maps (FCM) to model the problem for better understanding of environment. ITIL helps to improve the performance of IT services in order to gain business objectives and Fuzzy Cognitive Maps will help to model the problem of needing ITIL processes for those objectives. First, it defines the concept of FCM and ITIL in two separate sections and then, it will describe the relationship and the way that FCM helps to implement ITIL. The paper will measure the cost of service support that is depended on the metrics like changes Authorization Degree, Process Oriented activities degree, Response time and Interrupt time. This paper will be used as a part of gap analyzes step in implementing ITIL in each organizations.