THE ROLE OF ITIL IN APPLYING PROJECT MANAGEMENT FOR SMART CITIES SERVICE MANAGEMENT

Authors

  • Mohammad Mahoud Mehr Alborz University (MAU), Iran
  • Roberto Bruni University of Cassino and Southern Lazio (UNICAS), Italy
  • Sinisa Zaric University of Belgrade, Serbia
  • Marcello Sansone University of Cassino and Southern Lazio (UNICAS), Italy

Keywords:

Smart City, ITIL, ITSM, Project Management, Service Management, SCSM

Abstract

This paper explores the role of the Information Technology Infrastructure Library (ITIL) framework in
project management procedures applied in smart city services. ITIL is a set of IT practices that focus on aligning IT
services with the needs of the required organization and specific applications, especially in business contexts.
Working on the ITIL and its flexibility, in this work a switch of the perspective from the business to the smart city
context is provided highlighting the limits and benefits of integrating project management and service management
through the ITIL framework in the smart city, going toward the Smart City Service Management (SCSM) approach.
ITIL and project management can smartly identify and satisfy city services needs by looking at the different
perspectives of multiple stakeholders, optimizing the system of problem detection, sharing the main reasonable
proposal and building appropriate project management paths to achieve the expected goals for stakeholders'
satisfaction following a value co-creation logic.
The paper is a conceptual contribution that adopts the 'advocating' perspective (MacInnis, 2011) to explain the
contribution of ITIL in supporting SCSM through project management

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Published

2022-12-16

How to Cite

Mahoud, M., Bruni, R., Zaric, S., & Sansone, M. (2022). THE ROLE OF ITIL IN APPLYING PROJECT MANAGEMENT FOR SMART CITIES SERVICE MANAGEMENT. KNOWLEDGE - International Journal , 55(6), 1023–1029. Retrieved from https://ikm.mk/ojs/index.php/kij/article/view/5762

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