Managing Cloud Services with IT Service Management Practices

2013 ◽  
pp. 67-81 ◽  
Author(s):  
Koray Erek ◽  
Thorsten Proehl ◽  
Ruediger Zarnekow
Keyword(s):  
Service Management ◽  
Management Practices ◽  
Cloud Services ◽  
It Service Management ◽  
It Service

Information Technology Service Management

2012 ◽  
pp. 75-110
Author(s):  
Magdalena Arcilla ◽  
Jose A. Calvo-Manzano ◽  
Mercedes de la Cámara ◽  
Javier Sáenz ◽  
Luis Sánchez
Keyword(s):  
Information Technology ◽  
Corporate Governance ◽  
Service Management ◽  
Management Practices ◽  
Extended Model ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Business Plans ◽  
It Service ◽  
Technology Service

Nowadays, there is an increasing dependence on information and on the systems that provide such information. So, for many organizations, the information and technology that supports them represent the most valuable assets of the company. Research on Information Technology (IT) management practices in many organizations around the world has revealed that most of them are not optimizing their investment on IT. The differentiating factor between those who succeed and those who failed is the participation of management in key IT decisions that must be aligned with the strategic and operational business plans and a proper corporate governance of IT. Corporate governance evaluates and directs the use of IT to support the organization, monitoring its use to achieve plans, and provides guidance to advising, informing or assisting directors, and assuring the compliance with laws and regulations. Some frameworks and models have been developed related to the governance and service management of IT. ITIL® (Information Technology Infrastructure Library) is the most used and extended model related to IT service management. The purpose of this chapter is to describe briefly the main phases and processes related to the ITIL® service lifecycle, detailed information related to the information security management process, and the qualifying system for IT Service Management with ITIL®.

scholarly journals An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Information ◽  
2021 ◽  
Vol 12 (3) ◽  
pp. 111
Author(s):  
João Serrano ◽  
João Faustino ◽  
Daniel Adriano ◽  
Rúben Pereira ◽  
Miguel Mira da Silva
Keyword(s):  
Information Technology ◽  
Life Cycle ◽  
Literature Review ◽  
Service Provider ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Support Organizations ◽  
Management Literature

Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

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