scholarly journals Self-Service-Portale für das IT-Service-Request-Management: Identifikation relevanter Use-Cases

2021 ◽  
Author(s):  
Sebastian Floerecke
Keyword(s):  
Service Management ◽  
Use Cases ◽  
It Service Management ◽  
It Services ◽  
Software Suite ◽  
Service Request ◽  
It Service ◽  
Self Service ◽  
Request Management

ZusammenfassungUnternehmen sind im Rahmen ihrer Digitalisierungsvorhaben vermehrt auf der Suche nach einem ihrer IT-Service-Management(ITSM)-Software-Suite ergänzenden Self-Service-Portal. Damit sollen sich Mitarbeiter über die im Service-Katalog enthaltenen IT-Services informieren und eigenständig unterschiedliche Service-Request-Arten auslösen können. Die Self-Service-Portal-Auswahl und -Einführung stellen Unternehmen jedoch vielfach vor eine Herausforderung. Als Gründe gelten insbesondere die hohe Komplexität von ITSM-Software-Suiten, deren vielschichtige Verzahnung innerhalb der Unternehmensarchitektur und der große, intransparente Tool-Markt. Zudem weisen die erhältlichen Self-Service-Portale im Standard gegenwärtig mehrheitlich einen relativ niedrigen Reifegrad auf. Die Forschung befindet sich im Bereich der Self-Service-Portale im Allgemeinen und bezüglich deren notwendigem Funktionsumfang im Besonderen noch relativ am Anfang und trägt somit wenig zur Problemlösung bei. Vor diesem Hintergrund geht vorliegender Beitrag im Rahmen einer explorativen Einzelfallstudie innerhalb eines Großunternehmens der Frage nach, welche Use-Cases (Service-Request-Typen) ein Self-Service-Portal abbilden sollte. Zentrales Ergebnis ist ein aus 16 Use-Cases bestehender Katalog, der als Referenz gleichermaßen für anbietende und einführende Unternehmen dienen kann. Der Beitrag zeigt, dass Mitarbeiter vielfältige Anliegen haben, die weit über die Neubestellung und Kündigung von IT-Services hinausgehen. Diesem Umstand sollte ein Self-Service-Portal gerecht werden.

scholarly journals Self-Service-Portale mit Schwerpunkt Service-Request-Management: Analyse der Eignung existierender Software-Tool-Kategorien

2021 ◽  
Author(s):  
Sebastian Floerecke
Keyword(s):  
User Experience ◽  
Service Management ◽  
Software Tool ◽  
It Service Management ◽  
It Services ◽  
Service Request ◽  
It Service ◽  
Sind Eine ◽  
Self Service ◽  
Request Management

ZusammenfassungZur Erbringung verschiedenster IT-Service-Management (ITSM)-Prozesse setzen insbesondere Großunternehmen seit Längerem umfangreiche ITSM-Software-Suiten ein. Im Rahmen ihrer Digitalisierungsinitiativen sind sie gegenwärtig verstärkt auf der Suche nach einem ergänzenden Self-Service-Portal. Damit können sich Mitarbeiter in erster Linie über die angebotenen IT-Services informieren und unterschiedliche Service-Request-Typen wie Neubestellungen, Änderungen und Kündigungen initiieren und häufig auch Incidents und Demands erstellen und verfolgen. Die Praxis zeigt, dass sich Unternehmen mit den in ihren jeweiligen ITSM-Software-Suiten als Modul integrierten Self-Service-Portalen hinsichtlich abgedeckter ITSM-Prozesse, allgemeinem Funktionsumfang und User-Experience nicht immer vollumfänglich zufrieden zeigen. Deshalb sehen sie sich vermehrt nach Alternativen um. Der Tool-Auswahlprozess stellt Unternehmensentscheider und IT-Verantwortliche allerdings vielfach vor ein Problem. Die Hauptgründe liegen in der inhärenten Komplexität von ITSM-Software-Suiten und dem großen, aus über 400 Anbietern bestehenden und damit intransparenten Tool-Markt. Vorliegender Beitrag greift diese Problemstellung aus der Praxis auf und geht der Frage nach, welche Tool-Kategorien in diesem Umfeld existieren und inwieweit sich diese jeweils für den Einsatz als Self-Service-Portal mit Schwerpunkt Service-Request-Management eignen. Grundlage der Untersuchung sind eine Internet-Marktrecherche, Gespräche mit erfahrenen Branchenkennern, eine systematische Literaturrecherche, Webseiten von Tool-Herstellern und Telefoninterviews mit Vertretern führender Tool-Hersteller.

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.

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.

TIPA Process Assessments

2013 ◽  
Vol 4 (4) ◽  
pp. 1-18
Author(s):  
Stéphane Cortina ◽  
Alain Renault ◽  
Michel Picard
Keyword(s):  
Service Management ◽  
Process Assessment ◽  
It Service Management ◽  
It Services ◽  
Business Value Of It ◽  
It Service ◽  
The Future ◽  
It Organization ◽  
Value Of It

The goal of this paper is to present how the Tudor's IT Process Assessment (TIPA®) framework can be used to assess and improve the maturity of IT Service Management (ITSM) processes, and how its usage can increase the business value of IT services. This paper starts with a presentation of the current and of the future process assessment standards. Then, it explains how the authors of this paper have applied the ISO/IEC 15504 standard to the field of IT Service Management to create the TIPA framework. The paper also presents how assessing and improving the maturity of ITSM processes can, under certain conditions, impact the quality of the services provided by an IT organization and consequently the value these IT services bring to the business. Finally, the paper finishes by depicting the current situation as well as the future of the TIPA framework.

IT Service Personnel

2011 ◽  
pp. 183-192
Author(s):  
Aileen Cater-Steel
Keyword(s):  
Customer Service ◽  
Best Practice ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
Service Excellence ◽  
It Service ◽  
Service Oriented ◽  
Effective Service

IT service management best practice frameworks such as the IT Infrastructure Library® (ITIL®) aim to improve the quality of service to customers. This study reports on recent surveys and case studies of organizations which have embarked on IT service management improvement. It highlights specific difficulties experienced by organizations in changing the orientation of staff to customer service rather than technology. Six factors were found to be critical in achieving an effective service-oriented philosophy. The factors are support from senior management; the threat or opportunity to outsource IT services; integration of processes to provide end-to-end service; involvement of business stakeholders; culture change of IT staff to service excellence; and the redesign of processes prior to investing in tools.

A Business Motivation Model for IT Service Management

2014 ◽  
Vol 5 (1) ◽  
pp. 83-107 ◽  
Author(s):  
Marco Vicente ◽  
Nelson Gama ◽  
Miguel Mira da Silva
Keyword(s):  
Best Practices ◽  
Service Management ◽  
Enterprise Architecture ◽  
The Other ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Definition Of ◽  
Motivation Model

The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT Service Management (ITSM), there is not one holistic solution to integrate EA and ITIL. Therefore, we propose to join both approaches through the definition of a specific Enterprise Architecture to design organizations according to ITIL's best practices to perform ITSM. Thus, this paper's goal is twofold: on one hand to establish that architecture's motivation model, and, on the other, to contribute for a formal identification and representation of the ITIL business motivation model itself.

scholarly journals proposal of the Information Architecture positioning in the management of the TI services

2011 ◽  
Vol 5 (1) ◽  
pp. 50-55
Author(s):  
Maurício Rocha Lyra ◽  
Claudio Gottschalg Duque
Keyword(s):  
Decision Making ◽  
Information Technology ◽  
Best Practices ◽  
Service Management ◽  
Information Architecture ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service

The Information Technology Infrastructure Library (ITIL) provides a framework of best practices for managing of the information technology (IT) services. In the framework of this study it is clear that it does not have space in your body for information architecture. One of the goals information architecture to organize information for decision making, how can this be out of context? The proposed positioning of this paper presents evidence that the perception that the concepts of information architecture are present on the needs of IT service management. This proposal will encourage the union of bodies of knowledge thereby facilitating the creation of strategy and design services.

scholarly journals IDENTIFIKASI PORTOFOLIO, STRATEGIC SOURCING DAN PENGUKURAN KETERSEDIAAN LAYANAN TI PADA PT PLN (PERSERO) WILAYAH SUMATERA SELATAN, JAMBI, DAN BENGKULU

2012 ◽  
Vol 6 (1) ◽  
pp. 1 ◽  
Author(s):  
Achmad Nizar Hidayanto ◽  
. Herianto
Keyword(s):  
Performance Measurement ◽  
Final Stage ◽  
Service Management ◽  
Business Processes ◽  
Swot Analysis ◽  
Third Party ◽  
It Service Management ◽  
It Services ◽  
Strategic Sourcing ◽  
It Service

PT. PLN Wilayah Sumsel, Jambi dan Bengkulu banyak menggunakan layanan TI agar dapat mengelola proses bisnisnya dengan baik. Tidak adanya suatu mekanisme pengukuran kinerja pihak ketiga membuat perusahaan kesulitan mengukur kinerja pihak ketiga. Penelitian ini ditujukan untuk mengatasi berbagai permasalahan yang ada di PT. PLN Wilayah Sumsel, Jambi dan Bengkulu. Tahap pertama penelitian ini akan dilakukan dengan menjabarkan strategi dengan analisis SWOT, yang menghasilkan portofolio layanan TI. Tahap selanjutnya adalah pemberian rekomendasi mengenai strategic sourcing dalam membangun layanan TI perusahaan dengan menganalisis kondisi perusahaan saat ini. Pada tahap akhir penelitian akan dijabarkan mengenai mekanisme pengukuran ketersediaan layanan TI dengan kerangka kerja COBIT 4.1 sub segmen DS1. Dari hasil penelitian diperoleh portofolio layanan TI yang secara efektif dapat mendukung perusahaan. Penelitian ini juga menghasilkan temuan yang menunjukkan bahwa perusahaan belum mampu mengelola sendiri layanan TI secara internal, sehingga pengembangan layanan TI sebaiknya dilakukan melalui outsourcing. Formulasi mengenai SLA juga diusulkan dalam penelitian ini agar dapat digunakan untuk mengukur kinerja pengelola layanan TI perusahaan. PT. PLN Region Sumsel, Jambi and Bengkulu use IT services in order to properly manage its business processes. The absence ofa mechanism for third-party performance measurement make it difficult to measure the performance of third parties.This study aimed to address the various problems that exist in there. The first phase of this research will be done by outlining strategies with SWOT analysis, which produces a portfolio of IT services. The next stage is the provision of recommendations on the strategic sourcing in developing IT services in the company by analyzing the current condition of the company. In the final stage of research, we will clarify the mechanisms in measuring the availability of IT services with COBIT 4.1framework, DS1 sub segments. From the research results obtained a portfolio of IT services that can effectively support the company. The study also produced findings that shows the company has not been able to manage their own IT services internally, so the development of IT services should be done through outsourcing. Formulation of the SLA is also proposed in this study, so that can be used to measure the performance of IT service management company.

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.

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