Features of IT Service Markets: A Systematic Literature Review

Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure IT service management (ITSM) performance. Measuring ITSM performance will enable organisations to demonstrate the benefit from their investment. The model is based on a systematic literature review that progressed from considering the general areas of organisation performance measurement to examining commonly used performance metrics. Although there are a number of studies on ITSM implementation, only a few considered the performance measurement of ITSM. A structured method for the design of the model was adopted through a three-level analysis. A comparison of existing performance measurement frameworks was first made to identify those that are suitable for ITSM and that would facilitate communication between the business and IT function. This was done using appropriate dimensions from past work of various performance measurement researchers. The frameworks were then classified along these dimensions to identify their completeness, eliminate unnecessary dimensions, and identify the natural dimensions for ITSM.

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Challenges of cloud computing use: A systematic literature review

MATEC Web of Conferences ◽

10.1051/matecconf/201820000007 ◽

2018 ◽

Vol 200 ◽

pp. 00007 ◽

Cited By ~ 2

Author(s):

Ibtissam M’rhaoaurh ◽

Chafik Okar ◽

Abdelwahed Namir ◽

Nadia Chafiq

Keyword(s):

Cloud Computing ◽

Literature Review ◽

Service Delivery ◽

Systematic Literature Review ◽

Service Access ◽

New Paradigm ◽

It Service ◽

Cloud Computing Adoption ◽

Self Service ◽

Systematic Framework

Background: In recent years, cloud computing has grown vastly. Cloud computing represents a new model for IT service delivery and it typically provides over-a-network, ondemand, self-service access, which is dynamically scalable and elastic, using pools of often virtualized resources. However, this new paradigm is facing diverse challenges from many fronts. Methods: We conducted a systematic literature review of potential challenges of cloud computing. Documents that described challenges of cloud computing were collected of routinely. We grouped identified challenges in taxonomy for a focused international dialogue on solutions. Results: Twenty-three potential challenges were identified and classified in three categories: policy and organizational, technical and legal. The first three categories are deeply rooted in well-known challenges of cloud computing. Conclusions: The simultaneous effect of multiple interacting challenges ranging from technical to intangible issues has greatly complicated advances in cloud computing adoption. A systematic framework of challenges of cloud computing will be essential to accelerate the use of this technology for working well in fact and in order to face with respect to mitigating IT-related cloud computing risks.

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