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Information Technology Infrastructure Library (ITIL) is series of bestpractices that helps Information technology Organizations to provideInformation technology (IT) services for their customers with betterperformances and quality. This article is looking for a way to implement ITILin an organization and also using Fuzzy Cognitive Maps (FCM) to model theproblem for better understanding of environment. ITIL helps to improve theperformance of IT services in order to gain business objectives and FuzzyCognitive Maps will help to model the problem of needing ITIL processes forthose objectives. First, it defines the concept of FCM and ITIL in two separatesections and then, it will describe the relationship and the way that FCM helpsto implement ITIL. The paper will measure the cost of service support that isdepended on the metrics like changes Authorization Degree, Process Orientedactivities degree, Response time and Interrupt time. This paper will be used asa part of gap analyzes step in implementing ITIL in each organizations.

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