This article introduces the IT Infrastructure Library (ITIL) Service Management lifecycle as a
guide for developing model for logistic service – tracking and tracing. The article also discusses how a
service-oriented approach to software maintenance helps improve IT service. ITIL has an integrated
approach as required by the ISO/IEC 20000 standard, with the following components that are: service
strategy, service design, service operation, service transition and continual service improvement. The
proposed model for Tracking and Tracing service based on ITIL principles, therefore it can be concluded
that it is in accordance with standard ISO / IEC 20000.
There was a time when information technology functioned as a set of discrete tools supporting
discrete business processes. That is no longer the case. For corporations today, critical business processes
are highly dependent on and integrated with IT; the two are essentially inseparable. The demands on
corporate IT executives have therefore become both broader and more exacting. While raw system
performance, reliability, and cost effectiveness is still crucial, it is no longer enough: the corporate IT
service delivery organization must also support highly adaptable, measurable, scalable, consistent and
controllable IT processes that are tightly coupled with the business processes that rely on them. IT Service
Management is a proven and effective framework for accomplishing this. But the reason IT Service
Management is so effective is that it drives fundamental change within the IT organization, from how it
manages its processes, technology assets, and vendors to how it deploys personnel