Analyzing IT Service Delivery in an ISP from Nicaragua

2010 ◽  
pp. 155-165
Author(s):  
Johnny Flores ◽  
Lazar Rusu ◽  
Paul Johanneson
Keyword(s):  
Service Delivery ◽  
It Service

Organizational Models for Service Delivery

2015 ◽  
pp. 53-85
Author(s):  
Gargi B. Dasgupta ◽  
Shivali Agarwal ◽  
Renuka Sindhgatta
Keyword(s):  
Service Delivery ◽  
Shared Services ◽  
Organizational Models ◽  
Shared Resources ◽  
It Service ◽  
Operational Characteristics ◽  
Business Functions ◽  
Different Dimensions ◽  
Dedicated Team ◽  
Customer Profiles

The organizations in the business of IT service delivery have conventionally adopted the team structure of dedicated customer teams to deliver services. A dedicated team is assigned to address all requirements that are specific to the customer. However, this way of organizing service delivery leads to inefficiencies in using expertise and available resources across teams in a flexible manner. In contrast the shared services model became very popular in the last decade, but soon faced challenges of losing customer focus. This gives rise to the question of what is the best way of grouping shared resources across customers. Especially, with the large variations in the technical and domain skills required to address customer requirements, what should be the service delivery model for diverse customer profile? This chapter looks at different dimensions one can organize delivery by and recommends patterns based on customer profiles, business functions technologies, geographies and operational characteristics.

scholarly journals Challenges of cloud computing use: A systematic literature review

2018 ◽  
Vol 200 ◽  
pp. 00007 ◽  
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.

Using Visual Analytics to Diagnose Productivity and Quality Issues on IT Service Pools

2015 ◽  
pp. 207-232
Author(s):  
Victor Cavalcante ◽  
Heloisa Candello ◽  
Claudio Pinhanez ◽  
Alan Braz ◽  
Franklin Amorin ◽  
...  
Keyword(s):  
Service Delivery ◽  
Real World ◽  
Visual Analytics ◽  
Graphical Representation ◽  
Incident Management ◽  
It Services ◽  
Research Directions ◽  
It Service ◽  
Areas Of Interest

This chapter describes and validates the applicability of a visual analytics tool, named Workload Profile Analytics (WPA), in the context of incident management (IM) inside a large IT services provider. The WPA tool implements a method to evaluate the performance and quality of IM systems that uses temporal information from incident records (tickets). The method is based on a graphical representation, called Workload Profile Chart (WPC), which consists of a log-log chart obtained by computing and plotting the spreading of ticket data. Then, using the chart, a visual inspection is done to examine the concentration of tickets over the various areas of interest of the WPC and a diagnosis of potential issues is suggested. To illustrate how powerful WPA can be, two real world scenarios are depicted and used to validate the use of WPA in a large service delivery organization. Finally, some discussions about further improvements on the tool and research directions are done.

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