SUITS: How to make a global IT service provider sustainable?

2012 ◽  
Author(s):  
P. Dube ◽  
G. Grabarnik ◽  
L. Shwartz
Keyword(s):  
Service Provider ◽  
It Service

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.

The Effect of Sound Relationships on SLA's

2011 ◽  
pp. 1255-1259
Author(s):  
A.C. Leonard
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
User Satisfaction ◽  
Service Level Agreement ◽  
Service Level ◽  
End Users ◽  
End User ◽  
It Service ◽  
Common Understanding ◽  
Required Quality

End users have expectations regarding services and support, and the quality thereof, provided by the supplier. They compare their expectations to the received service to assess the service quality (Coye, 2004). In order to ensure that the service supplied by the service provider meets the expectations of end users, a successful service level agreement (SLA) is required. Quality SLA’s clearly define, amongst many other elements, the commitments and responsibilities of the IT service provider and end users within the service delivery processes (Larson, 1998). One method of measuring the success of SLA’s is by using service metrics with regard to the availability, reliability, serviceability, response, and user satisfaction of the SLA (Larson, 1998). Therefore, the success of the SLA depends on a clear, common understanding of the services and service quality between the service provider and end users. Furthermore commitment, trust, and cooperation between all parties is necessary to achieve success with SLA’s (Hiles, 1994). However, in this paper it is argued that all these soft issues can only form a basis when sound relationships are established and maintained between the IT service provider and end users (Leonard, 2002). This paper aims to determine how the establishment of a sound IT-end user relationship can add value to the SLA for both the IT service provider and the end users, and increase the success of SLA’s.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

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