Identifying IT Service Management Challenges: A Case Study in Two IT Service Provider Companies

2015 ◽

pp. 300-336

Author(s):

Carlos Raniery Paula dos Santos ◽

Lisandro Zambenedetti Granville ◽

David Loewenstern ◽

Larisa (Laura) Shwartz ◽

Nikos Anerousis

Keyword(s):

Service Provider ◽

Human Performance ◽

Service Management ◽

Real Case ◽

It Service Management ◽

Improve Performance ◽

It Industry ◽

It Service ◽

Multiple Factors

Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modeling and optimizing human-centered processes remains a challenging task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Therefore, the goal of this chapter is to introduce the concept of mashups as an effective approach to improve performance in terms of productivity and reliability of human-centered IT Service Management (ITSM) activities. In particular, this chapter aims to define management solutions required to deliver and demonstrate improvements in performance of human-centered ITSM processes. The introduced management solutions are examined through a real case study, related to the Request Fulfillment process.

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A Mashup-Based Approach to Optimize Human Performance in IT Service Management

Human Performance Technology ◽

10.4018/978-1-5225-8356-1.ch083 ◽

2019 ◽

pp. 1678-1714

Author(s):

Carlos Raniery Paula dos Santos ◽

Lisandro Zambenedetti Granville ◽

David Loewenstern ◽

Larisa (Laura) Shwartz ◽

Nikos Anerousis

Keyword(s):

Service Provider ◽

Human Performance ◽

Service Management ◽

Real Case ◽

It Service Management ◽

Improve Performance ◽

It Industry ◽

It Service ◽

Multiple Factors

Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modeling and optimizing human-centered processes remains a challenging task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Therefore, the goal of this chapter is to introduce the concept of mashups as an effective approach to improve performance in terms of productivity and reliability of human-centered IT Service Management (ITSM) activities. In particular, this chapter aims to define management solutions required to deliver and demonstrate improvements in performance of human-centered ITSM processes. The introduced management solutions are examined through a real case study, related to the Request Fulfillment process.

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

Information ◽

10.3390/info12030111 ◽

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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