scholarly journals Integration of EA and IT service to improve performance at higher education organizations

2018 ◽  
Vol 154 ◽  
pp. 03008 ◽  
Author(s):  
Agus Hermanto ◽  
Supangat
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Service ◽  
Wide Range ◽  
Information Technology Services ◽  
Technology Services ◽  
Strategic Role ◽  
Architectural Planning ◽  
Role Of Information

One of the perceived benefits of the use of information technology is the increased accuracy and speed of information that greatly helped the operations of an institution or organization. Politeknik XYZ as one of the organizations / institutions in the field of education, now need to consider the strategic role of information technology in supporting academic activities and develop a wide range of academic services, especially for students. Accordingly, in this study has been carried out the planning and improvement of information technology services in accordance with EA and IT Service standards, based on analysis using ACMM maturity level. The end result of architectural planning and service enhancement developed with TOGAF and ITIL is to be used as a reference in the improvement the role of information systems and technology in supporting business process organizations at Polytechnic XYZ. This study demonstrates the importance of raising awareness of the interdependent relationship between architecture and quality of service management in the organization of information technology.

Strategic Role of Information and Information Technology in Shop Floor Control in Footwear Industry Sector

2015 ◽  
pp. 225-242
Author(s):  
Sergio Ricardo Mazini
Keyword(s):  
Information Technology ◽  
Production Process ◽  
Resource Planning ◽  
Shop Floor ◽  
Shop Floor Control ◽  
Footwear Industry ◽  
Floor Control ◽  
Strategic Role ◽  
Role Of Information

This chapter presents an approach to the strategic role of information and information technology in the shop floor control in footwear industry sector, pointing and tracking through the various stages of the production process. Discusses the importance of industries perform monitoring of production processes, with the goal of identifying information needs, actions and solutions that will contribute to the improvement and efficiency of the production process. The chapter also discusses the contribution of information technology to the information systems of companies, through the resources and solutions available today, such as Enterprise Resource Planning - ERP, Manufacturing Resource Planning - MRP and Shop Floor Control - SFC. The research method is the case study conducted in firm located in an industrial Brazilian footwear. This study examines the use of a solution called GradeSFC tracking and pointing of the production process.

scholarly journals Role of Information Technology in Implementation of Telemedicine System

2015 ◽  
Vol 6 (2) ◽  
pp. 824-829
Author(s):  
Ladan Soltanzadeh ◽  
Arezou Taheri ◽  
Mohammad Rabiee
Keyword(s):  
Information Technology ◽  
Hospital Care ◽  
Care Setting ◽  
Healthcare Services ◽  
Telemedicine System ◽  
Medical Practitioners ◽  
Wide Range ◽  
Role Of Information ◽  
Medical And Healthcare

Introduction: Telemedicine is the wide description of providing medical and healthcare services by means of telecommunications.Methodology: A search of electronic databases including Medline, Excerpta Medica Database (EMBASE), Cochrane, and Cumulative Index to Nursing and Allied Health Literature (CINAHL) for relevant papers was performed. All studies addressing the use of telemedicine in emergency medical or pre-hospital care setting were included. Out of a total of 1,230 abstracts that were reviewed, result of 39 articles and 3 books and author 's experiences were gathered.Findings:Technologies do not only assist medical practitioners and patients receiving treatment, they also benefit perfectly healthy people by providing a wide range of general health assessments.Conclusion: telemedicine is medical services through the use of  telecommunications.

scholarly journals Improving IT Service Management in Customer Service Business: A Case Study

2021 ◽  
Vol 91 ◽  
pp. 8-25
Author(s):  
Inga Žilinskienė ◽  
Justinas Norkus
Keyword(s):  
Customer Service ◽  
Service Management ◽  
Business Processes ◽  
Positive Impact ◽  
Incident Management ◽  
It Service ◽  
Management Processes ◽  
Information Technology Services ◽  
Technology Services

Organisations that provide information technology services mostly set goals for improving the quality and management of services. The ability to remain competitive is one of the most critical factors in any modern organisation's success. For business processes to be successful, it is necessary to rely on rational and well-thought-out solutions. In many cases, data-based solutions create conditions to avoid or reduce significant risks. The article examines the possibilities of applying IT processes to improve customer service and presents its improvement outcomes. Customer satisfaction with the services provided is directly correlated with the quality of services. The research investigates and empirically evaluates the existing IT incident management processes of the selected company and provides opportunities for their improvement. After analysing incident management processes in the selected company, an improvement of the incident management processes was presented to eliminate the identified deficiencies. Descriptive and inferential statistical methods were used to evaluate the effectiveness of the improvements. The results obtained show that the improved process had a statistically significant positive impact on improving the customer service quality. Therefore, it can be stated that the implemented changes are effective and useful in the context of the company's operations.

scholarly journals Penerapan Best Practice IT Service Management dalam Perbaikan IT Service Desk: Studi Kasus PT. Matahari Putra Prima

2011 ◽  
Vol 2 (1) ◽  
pp. 514 ◽  
Author(s):  
Hendra Hendra
Keyword(s):  
Information Technology ◽  
Business Strategy ◽  
Best Practice ◽  
Service Management ◽  
It Service Management ◽  
Service Desk ◽  
It Service ◽  
Computerized System

Information Technology (IT) grows very rapidly and affects every aspect of business life to support competition with other companies that have the same field. PT. Matahari Putra Prima has implemented a computerized system as one of its business strategy in achieving the company's business objectives. With the implementation of IT in the company, the role of Service Desk is indispensable in providing services to users. This study aims to identify and analyze the implementation of IT Service Desk of PT. Matahari Putra Prima to the users. This research is expected to increase and improve the quality of IT Service Desk PT. Matahari Putra Prima based on the IT Service Management (ITSM). 

scholarly journals Manajemen Risiko Divisi Sistem Informasi Perguruan Tinggi Dengan Framework COBIT 5

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Francis Anderson Kojongian ◽  
Mewati Ayub
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Service Level Agreement ◽  
Main Tool ◽  
Monitoring And Evaluation ◽  
Service Level ◽  
Risk Optimization ◽  
Information Technology Services ◽  
Technology Services ◽  
Iso 31000

In order to achieve the company goals, in Universitas Kristen Maranatha, Information system becomes the main tool and Information Technology infrastructure become the backbone in running the company business model, along with the increasing of portfolio application, number of Information Technology services and the amount of human resources. Universitas Kristen Maranatha requires an international standard instrument to measure several domains, both Manage and Operation domains, holistically. By implementing frameworks such as COBIT 5 or COBIT 5 for IT RISK, ISO 31000: 2018, the company is able to measure planning effectiveness, strategic policies implementation, IT service management measured by Service Level Agreement, monitoring and evaluation. In this research, there are 7 domains implemented as follows: EDM01-Ensure Governance Framework Setting and Maintenance, EDM03- Ensure Risk Optimization, AP002- Manage Strategy, APO09- Manage Service Agreements, AP012-Manage Risk, BAI01-Manage Programmes and Projects, BAI05- Manage Organizational Change Enablement.

scholarly journals Lifting Growth in the Western Balkans

2019 ◽  
Vol 19 (13) ◽  
Author(s):  
Nadeem Ilahi ◽  
Armine Khachatryan ◽  
William Lindquist ◽  
Nhu Nguyen ◽  
Faezeh Raei ◽  
...  
Keyword(s):  
Information Technology ◽  
Emerging Market ◽  
The European Union ◽  
Western Balkans ◽  
Education Policies ◽  
Legal Provisions ◽  
Information Technology Services ◽  
Technology Services ◽  
Labor Skills

In the past 25 years, exports have contributed strongly to growth and economic convergence in many small open economies. However, the Western Balkan (WB) region, consisting of small emerging market economies, has not fully availed itself of this driver of growth and convergence. A lack of openness, reliance on low value products, and weak competitiveness largely explain the insignificant role of trade and exports in the region’s economic performance. This paper focuses on how the countries in the WB could lift exports through stronger integration with global value chains (GVCs) and broadening of services exports. The experience of countries that joined the European Union in or after 2004 shows that participation in GVCs can help small economies accelerate export and income growth. WB countries are not well integrated into Europe’s vibrant GVCs. Trade within the region is also limited—it tends to be bilateral and not cluster-like. Our analysis shows that by improving infrastructure and labor skills and adopting trade policies that ensure investor protection and harmonize regulations and legal provisions, the region can greatly enhance its engagement with GVCs. Services exports are an increasingly important part of global trade, and they offer an untapped source of growth. The magnitude of services exports from the WB region compares favorably with that of peers in Europe, particularly in travel services where several of these countries have a revealed comparative advantage. But there is significant room for growth in tourism exports and an untapped potential in business and information technology services exports that these countries can materialize through policy efforts that increase openness and enhance connectivity and labor skills. Serbia offers a good example of how decisive efforts, including education policies to ensure a sustained supply of skilled labor, can help information technology services exports to take off.

Effective organisational change to achieve successful ITIL implementation

2019 ◽  
Vol 32 (3) ◽  
pp. 496-516 ◽  
Author(s):  
Malcolm Blumberg ◽  
Aileen Cater-Steel ◽  
Mohammad Mehdi Rajaeian ◽  
Jeffrey Soar
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Systems Approach ◽  
Organisational Change ◽  
Change Strategies ◽  
Technology Infrastructure ◽  
Case Study Methodology ◽  
Content Type ◽  
Information Technology Services ◽  
Technology Services

Purpose Although an increasing number of organisations implement the Information Technology Infrastructure Library® (ITIL®) with the aim to improve provision of information technology services to their customers, a significant number of ITIL implementations do not achieve the expected outcomes. The organisational change strategies of organisations during ITIL implementation initiatives may have an effect on success, but empirical research on this topic is scarce. The paper aims to discuss these issues. Design/methodology/approach A multiple case study methodology comprising successful ITIL implementations in eight large Australian organisations is used. A socio-technical systems approach represented by Leavitt’s Diamond is adopted as a lens to shed light on the attributes of effective organisational change strategies for successful ITIL implementation. Findings This paper identifies organisational change strategies employed by organisations that have effected a successful ITIL implementation. The authors identified that the ITIL implementation required changes to the four components of the socio-technical work system (STS) identified in Leavitt’s Diamond. Changes to one STS component affected other STS components when implementing ITIL; and that effort applied to the STS components did not need to be equal, but appropriate to the requirements of the ITIL implementation and the organisation. Research limitations/implications The sample size of eight ITIL implementation cases studied may limit the generalisation of findings. Practical implications This research provides IT service management researchers and ITIL practitioners, for the first time, information about organisational change strategies as applied to successful ITIL implementations. Originality/value This research has developed novel insights into organisational change strategies and ITIL implementation that had not previously been explored.

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