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This paper details the use of the IT Infrastructure Library Framework (ITIL)for optimising process workflows in the IT Service Centre of Harz University inWernigerode, Germany, exemplified by the Release Management Process. It isdescribed, how, during the course of a special ITIL project, the As-Is-Statusof the various original processes was documented as part of the process lifecycle and then transformed in the To-Be-Status, according to the ITIL BestPractice Framework. It is also shown, how the ITIL framework fits into thefour-layered-process model, that could be derived from interviews with theuniversities IT support staff, and how the various modified processesinterconnect with each other to form a value chain. The paper highlights thefinal results of the project and gives an outlook on the future use of ITIL asa business modelling tool in the IT Service Centre of Harz University. It iscurrently being considered, whether the process model developed during theproject could be used as a reference model for other university IT centres.

The Use of ITIL for Process Optimisation in the IT Service Centre of Harz University, exemplified in the Release Management Process