Improving service management in campus IT operations

2008 ◽  
Vol 25 (1) ◽  
pp. 30-49 ◽  
Author(s):  
Stewart H.C. Wan ◽  
Yuk‐Hee Chan
Keyword(s):  
Service Management ◽  
It Operations

Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 173-182
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored.

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.

Leveraging Service Management to Achieve Sustainability Goals

2014 ◽  
Vol 5 (4) ◽  
pp. 58-72 ◽  
Author(s):  
Mark S. Blanke ◽  
Thomas Abraham
Keyword(s):  
Information Technology ◽  
Significant Role ◽  
Service Management ◽  
It Strategy ◽  
It Service Management ◽  
It Services ◽  
Green It ◽  
It Service ◽  
Sustainability Strategies ◽  
It Operations

Information Technology can play a significant role in supporting and even driving sustainability strategies in an organization. However, many small and mid-size enterprises (SMEs) often separate their “Green IT” initiatives from existing business and IT strategy. The authors describe how one SME used IT service management (ITSM) to clarify and improve their IT services and to integrate sustainability into the IT function. Their case provides a detailed description of ITSM and also shows that ITSM offers a framework for SMEs to integrate sustainability into the IT operations.

Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 2606-2616
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored. [Article copies are available for purchase from InfoSci-on-Demand.com]

Improving service management in outsourced IT operations

2007 ◽  
Vol 5 (3) ◽  
pp. 188-204 ◽  
Author(s):  
Stewart H.C. Wan ◽  
Yuk‐Hee Chan
Keyword(s):  
Service Management ◽  
It Operations

scholarly journals Establishing Service Management in SOA

2012 ◽  
Vol 3 (1) ◽  
pp. 1-17
Author(s):  
Carsten Kleiner ◽  
Jürgen Dunkel
Keyword(s):  
Web Services ◽  
Service Management ◽  
Tool Support ◽  
Service Oriented Architectures ◽  
Service Oriented ◽  
It Operations

In service-oriented architectures the management of services is a crucial task during all stages of IT operations. Based on a case study performed for a group of finance companies the different aspects of service management are presented. First, the paper discusses how services must be described for management purposes. In particular, a special emphasis is placed on the integration of legacy/non web services. Secondly, the service lifecycle that underlies service management is presented. Especially, the relation to SOA governance and an appropriate tool support by registry repositories is outlined.

ARCHITECTURE OF THE REPAIR AND MAINTENANCE MANAGEMENT SOFTWARE FOR A SERVICE ENTERPRISE

2020 ◽  
Vol 2020 (4) ◽  
pp. 53-59
Author(s):  
Dmitriy Titarev ◽  
Andrey Serikov ◽  
Sergei Krivtsanov
Keyword(s):  
Asset Management ◽  
Software Package ◽  
Service Management ◽  
Research Work ◽  
Maintenance Management ◽  
Management Software ◽  
Advantages And Disadvantages

The paper provides an overview of the architectures for the repair and maintenance management software package for a service enterprise. As part of the research work, asset management (EAM) and service management (ITSM) methodologies were studied. Three different architectures for the designed software package are proposed, their descriptions, advantages and disadvantages are given.

artikel 9 admistrasi layanan khusus

2020 ◽  
Author(s):  
syafriati
Keyword(s):  
Service Management ◽  
School Level ◽  
Effective Management ◽  
Class Inclusion ◽  
Program Monitoring ◽  
Special Services ◽  
Management Processes ◽  
Special Service ◽  
And Performance ◽  
Management Functions

Special services provided by schools to students are generally the same, but different on the process of the management and utilization. Some form of special services in school is the service: councelling, libraries, laboratories, extracurricular, infirmary, cafeteria, cooperatives, OSIS, transport, boarding, acceleration, class inclusion, and apprentice. As a special service management functions include: (1) planning, such as needs analysis and programming of special services; (2) the organization, such as the division of tasks to carry out special service program; (3) in motion, in the form of the settings in the implementation of special services, and (4) control, in the form of program monitoring and performance assessment special services program in school. So that special services should be managed with effective management processes in order to strengthen the management process of education, particularly at the school level.

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