Sustainable Service Innovation Model: A Standardized IT Service Management Process Assessment Framework

2009 ◽  
pp. 69-80 ◽  
Author(s):  
Béatrix Barafort ◽  
Anne Rousseau
Keyword(s):  
Service Management ◽  
Service Innovation ◽  
Management Process ◽  
Process Assessment ◽  
It Service Management ◽  
Assessment Framework ◽  
It Service ◽  
Innovation Model

scholarly journals Towards the Control and Prevention of Waste in IT Service Operation Using Fuzzy Logic: Focus in Incident Management Process

2020 ◽  
Vol 27 (3) ◽  
pp. 45-56
Author(s):  
Wadie Berrahal ◽  
Rabia Marghoubi ◽  
Zineb El Akkaoui
Keyword(s):  
Fuzzy Logic ◽  
Service Management ◽  
Incident Management ◽  
Management Process ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
It Service ◽  
Control And Prevention ◽  
It Operations

All production lines are continuously confronted with the phenomenon of waste, especially in IT operations. A waste is assessed in terms of the required resources and the cost employed to solve the problem behind it. Eliminating the waste in daily operations is essential to improve IT service management. This article aims to provide an estimation of the level of potential waste, where waste generation trends are provoked by the activities of IT service management processes. We are going to focus particularly on the possibility of applying a Lean improvement process to IT services processes when using fuzzy logic method. We specifically demonstrate our contribution through the application of fuzzy analysis to the incident management process. This approach also aims at developing a theoretical and pragmatic model and promoting the knowledge of IT experts. In order to make our framework as generic as possible, concepts of IT operations, including the incident management, are inspired by the Information Technology Infrastructure Library (ITIL), the most prominent framework for IT service governance according to the current literature.

TIPA Process Assessments

2013 ◽  
Vol 4 (4) ◽  
pp. 1-18
Author(s):  
Stéphane Cortina ◽  
Alain Renault ◽  
Michel Picard
Keyword(s):  
Service Management ◽  
Process Assessment ◽  
It Service Management ◽  
It Services ◽  
Business Value Of It ◽  
It Service ◽  
The Future ◽  
It Organization ◽  
Value Of It

The goal of this paper is to present how the Tudor's IT Process Assessment (TIPA®) framework can be used to assess and improve the maturity of IT Service Management (ITSM) processes, and how its usage can increase the business value of IT services. This paper starts with a presentation of the current and of the future process assessment standards. Then, it explains how the authors of this paper have applied the ISO/IEC 15504 standard to the field of IT Service Management to create the TIPA framework. The paper also presents how assessing and improving the maturity of ITSM processes can, under certain conditions, impact the quality of the services provided by an IT organization and consequently the value these IT services bring to the business. Finally, the paper finishes by depicting the current situation as well as the future of the TIPA framework.

Process Assessment as a Means to Improve Quality in IT Services

2011 ◽  
pp. 168-191
Author(s):  
Stéphane Cortina ◽  
Michel Picard ◽  
Omar Valdés Solórzano ◽  
Alain Renault
Keyword(s):  
Service Management ◽  
Process Assessment ◽  
Improve Quality ◽  
It Services ◽  
Assessment Framework ◽  
Standard Process ◽  
It Service ◽  
The Impact ◽  
Generic Process

The main objective of this chapter is to present how a formal and standard process assessment - thanks to its repeatable approach and its comparable results - can be an invaluable contribution for improving the IT services in a continual way. This chapter introduces ISO/IEC 15504, the international standard for process assessment. As a generic process assessment framework, ISO/IEC 15504 can be used for determining the capability of processes of any domain. The authors of this chapter have applied this framework in the field of IT Service Management. Their works (described below) have enabled to develop the TIPA® methodology, based on ITIL® version 2. The chapter then discusses the impact that assessments can have on the quality of the assessed processes and, as a consequence, on the services supported by these processes. The chapter finishes by presenting an example of the results and the lessons learnt as perceived by adopters of TIPA.

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
Sign in / Sign up

Export Citation Format

Share Document