Modeling and Assessment in IT Service Process Improvement

2008 ◽  
pp. 117-128 ◽  
Author(s):  
Béatrix Barafort ◽  
David Jezek ◽  
Timo Mäkinen ◽  
Svatopluk Stolfa ◽  
Timo Varkoi ◽  
...  
Keyword(s):  
Process Improvement ◽  
Service Process ◽  
It Service

Service Process Improvement Based on Business Process Management

2021 ◽  
Vol 22 (5) ◽  
pp. 1117-1128
Author(s):  
Jia-Xing Wang Jia-Xing Wang ◽  
Si-Bin Gao Jia-Xing Wang ◽  
Cong-Er Yuan Si-Bin Gao ◽  
Da-Peng Tan Cong-Er Yuan ◽  
Jing Fan Da-Peng Tan
Keyword(s):  
Process Improvement ◽  
Business Process ◽  
Business Process Management ◽  
Process Management ◽  
Service Process

Continual Process Improvement Based on ITIL and Process Mining

2011 ◽  
pp. 145-167
Author(s):  
Kerstin Gerke ◽  
Konstantin Petruch ◽  
Gerrit Tamm
Keyword(s):  
Process Improvement ◽  
Service Management ◽  
Business Processes ◽  
Reference Model ◽  
Process Mining ◽  
It Services ◽  
New Approach ◽  
Customer Support ◽  
It Service ◽  
Key Indicators

The inherent quality of business processes and their support through information technology (IT) increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT services. In order to provide IT services with the required quality and at minimum costs, the importance of effective and efficient IT service management (ITSM) processes is crucial. In this contribution, the authors present a new approach, which allows the continual process improvement by the interconnection of the ITIL reference model, the 7-step improvement process, and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design, control, and improvement of ITIL based customer support processes, which will be trialed in practice.

scholarly journals Results and lessons learned in System, Software & Service Process Improvement & Innovation

2016 ◽  
Vol 28 (11) ◽  
pp. 946-949
Author(s):  
Miklós Biró ◽  
Richard Messnarz ◽  
Ricardo Colomo-Palacios
Keyword(s):  
Process Improvement ◽  
Lessons Learned ◽  
Service Process ◽  
System Software ◽  
Software Service

scholarly journals Selected functional safety and cybersecurity concerns in system, software, and service process improvement and innovation

2018 ◽  
Vol 30 (5) ◽  
pp. e1955 ◽  
Author(s):  
Atif Mashkoor ◽  
Miklós Biró ◽  
Richard Messnarz ◽  
Ricardo Colomo-Palacios
Keyword(s):  
Process Improvement ◽  
Service Process ◽  
Functional Safety ◽  
System Software

IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review

2012 ◽  
Vol 54 (3) ◽  
pp. 239-247 ◽  
Author(s):  
Antoni Lluís Mesquida ◽  
Antonia Mas ◽  
Esperança Amengual ◽  
Jose A. Calvo-Manzano
Keyword(s):  
Systematic Review ◽  
Process Improvement ◽  
Service Management ◽  
Management Process ◽  
It Service Management ◽  
It Service
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