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 Perencanaan Arsitektur Teknologi Informasi Kelurahan Babau Menggunakan TOGAF ADM

2021 ◽  
Vol 12 (2) ◽  
pp. 116
Author(s):  
Yohanes Hugo Maur ◽  
Andi Wahju Rahardjo Emanuel
Keyword(s):  
Information Technology ◽  
Enterprise Architecture ◽  
Business Processes ◽  
Administrative Services ◽  
Information Technology Services ◽  
Technology Services ◽  
Performance Problem ◽  
Advanced Information Technology ◽  
Further Development

Abstract. Information technology architecture planning for Baubau Village using TOGAF ADM. Babau Village is a village located in Kupang Regency, East Nusa Tenggara Province. Currently, Babau Village has implemented information technology as a centre for information and administrative services. To improve the quality of service to the community, existing information technology needs to be further developed because the amount of information in the system will continue to increase along with population growth. The problem faced if information technology is not developed is a system performance problem. For further development to be more focused, research on an information technology architecture design for Babau Village. The design using TOGAF ADM is a blueprint and a roadmap for the development of advanced information technology services. The aim is that the existing business processes within the Babau Village related to information and administrative services continue to develop according to the needs of the community and the organizational management of Babau Village.Keywords: enterprise architecture planning, TOGAF, ADM, Babau VillageAbstrak. Kelurahan Babau adalah sebuah kelurahan yang terletak di Kabupaten Kupang, Provinsi Nusa Tenggara Timur. Saat ini Kelurahan Babau sudah menerapkan teknologi informasi sebagai pusat pelayanan informasi dan administrasi. Demi meningkatkan kualitas pelayanan kepada masyarakat, teknologi informasi yang ada perlu dikembangkan lebih lanjut karena jumlah informasi yang ada dalam sistem akan terus meningkat seiring pertumbuhan jumlah penduduk. Masalah yang dihadapi apabila teknologi informasi tidak dikembangkan ialah masalah kinerja sistem. Agar pengembangan tahap lanjut lebih terarah, penelitian mengenai sebuah perancangan arsitektur teknologi informasi untuk Kelurahan Babau. Perancangan yang menggunakan TOGAF ADM tersebut merupakan blueprint dan juga roadmap untuk pengembangan pelayanan teknologi informasi tahap lanjut. Tujuannya ialah proses bisnis yang ada didalam Kelurahan Babau terkait pelayanan informasi dan administrasi terus berkembang sesuai dengan kebutuhan masyarakat dan pengurus organisasi Kelurahan Babau.Kata Kunci: arsitektur teknologi informasi, TOGAF, ADM, Kelurahan Babau

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.

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.

scholarly journals Managing IT Services: Aligning Best Practice with a Quality Method

Organizacija ◽  
2012 ◽  
Vol 45 (1) ◽  
pp. 31-37
Author(s):  
Miha Kastelic ◽  
Peter Peer
Keyword(s):  
Six Sigma ◽  
Best Practice ◽  
Service Management ◽  
It Services ◽  
It Service ◽  
Information Technology Services ◽  
Technology Services ◽  
Practice Approach ◽  
Six Sigma Methodology ◽  
Value Of It

Managing IT Services: Aligning Best Practice with a Quality MethodManaging information technology services is becoming an increasingly difficult task. To support the management of IT services, different standards and methodologies have been developed. ITIL (short for IT Infrastructure Library) is the most commonly used best practice approach to effective IT Service Management to date. ITIL focuses primarily on what to do in order to ensure value of IT services, but it does not explain how to achieve this effectively. This shortcoming can be overcome by complementing the framework with other quality approaches to service management. In this context several methodologies are mentioned including the use of Six Sigma (6s) methodology. The statistical nature of the Six Sigma methodology enables us to analyze the vast amount of data gathered from the field of IT. Only after these value-based metrics are obtained can the overall health of the IT service be determined and the necessary improvement measures made. The aim of this paper is to analyze in detail the two approaches. We will establish a common link between them, with it the opportunity to complement ITIL with the Six Sigma methodology, and consequently set foundations for introduction of necessary measurable changes.

The role of decision-making support systems in IT service management processes

2014 ◽  
Vol 8 (2) ◽  
pp. 147-163 ◽  
Author(s):  
M. Mora ◽  
Gloria Phillips-Wren ◽  
Jorge Marx-Gomez ◽  
F. Wang ◽  
O. Gelman
Keyword(s):  
Decision Making ◽  
Service Management ◽  
Support Systems ◽  
It Service Management ◽  
It Service ◽  
Management Processes ◽  
Decision Making Support

Continual Process Improvement Based on ITIL and Process Mining

2011 ◽  
pp. 145-167
Author(s):  
Kerstin Gerke ◽  
Konstantin Petruch ◽  
Gerrit Tamm
Keyword(s):  
Process Improvement ◽  
Service Management ◽  
Business Processes ◽  
Reference Model ◽  
Process Mining ◽  
It Services ◽  
New Approach ◽  
Customer Support ◽  
It Service ◽  
Key Indicators

The inherent quality of business processes and their support through information technology (IT) increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT services. In order to provide IT services with the required quality and at minimum costs, the importance of effective and efficient IT service management (ITSM) processes is crucial. In this contribution, the authors present a new approach, which allows the continual process improvement by the interconnection of the ITIL reference model, the 7-step improvement process, and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design, control, and improvement of ITIL based customer support processes, which will be trialed in practice.

An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks

2015 ◽  
Vol 8 (1) ◽  
pp. 69-90 ◽  
Author(s):  
Manuel Mora ◽  
Jorge Marx Gomez ◽  
Rory V. O'Connor ◽  
Mahesh Raisinghani ◽  
Ovsei Gelman
Keyword(s):  
Systems Engineering ◽  
Service Management ◽  
Service Design ◽  
It Services ◽  
Service Architecture ◽  
It Service ◽  
Systemic Analysis ◽  
Management Processes ◽  
Academic Researchers ◽  
Common Purpose

The main international IT Service Management processes frameworks (ITIL v2, ISO/IEC 20000, COBIT 4.0, CMMI-SVC, MOF 4.0, and ITUP) include the design of IT services as part of their main best practices. However, despite having a common purpose and conceptual structure, they are organized differently. Hence, ITSM academic researchers and practitioners need to integrate a broad and diverse literature in relation to these frameworks. In Part I of this research, the authors pursued the goal of a descriptive-comparative analysis of fundamental concepts and IT service architecture design models used in the seven ITSM frameworks. In this paper (Part II) we complete this systemic analysis by using the ISO/IEC 15288 systems engineering standard and focusing on the IT design processes and practices reported in the aforementioned ITSM frameworks. Specifically, CMMI-SVC and ITUP are assessed in overall as the strongest frameworks from an engineering view, MOF 4.0 and ITIL v3 as moderate, and ISO/IEC 20000, ITIL v2 and COBIT as the weakest. ITSM academicians and in particular practitioners thus will need to distinguish their utilization according to the level of required detail of the IT service design process. This paper aims to advance our comprehension and understanding on the state of the art regarding what are IT services and how they can be designed. Thus it is of broad significance to ITSM researchers and practitioners.

scholarly journals Compound Management Beyond Efficiency

2009 ◽  
Vol 14 (5) ◽  
pp. 485-491 ◽  
Author(s):  
Ian Burr ◽  
Toby Winchester ◽  
Wilma Keighley ◽  
Andreas Sewing
Keyword(s):  
Business Processes ◽  
New Technologies ◽  
Positive Impact ◽  
Material Management ◽  
Cycle Times ◽  
External Vendors ◽  
Downstream Processes ◽  
The Impact

Codeveloping alongside chemistry and in vitro screening, compound management was one of the first areas in research recognizing the need for efficient processes and workflows. Material management groups have centralized, automated, miniaturized and, importantly, found out what not to do with compounds. While driving down cost and improving quality in storage and processing, researchers still face the challenge of interfacing optimally with changing business processes, in screening groups, and with external vendors and focusing on biologicals in many companies. Here we review our strategy to provide a seamless link between compound acquisition and screening operations and the impact of material management on quality of the downstream processes. Although this is driven in part by new technologies and improved quality control within material management, redefining team structures and roles also drives job satisfaction and motivation in our teams with a subsequent positive impact on cycle times and customer feedback.

scholarly journals Expert System for Information Technology Services Management

2019 ◽  
Vol 8 (4) ◽  
pp. 9986-9992
Keyword(s):  
Expert System ◽  
Business Strategy ◽  
Service Management ◽  
It Services ◽  
Active Monitoring ◽  
Traditional System ◽  
Information Technology Services ◽  
Technology Services ◽  
The Times ◽  
Technological Management

In the company it was identified that the level of maturity in relation to the implementation of the systems is inconclusive, there is little confidence, low level of efficiency, and the times exceed what is stipulated. The objective was to demonstrate that the expert system significantly improves the average time, reliability levels, and efficiency in evaluations of maturity levels in the management of IT services of the Sions Company. Likewise, the CommonKADS methodology was used to build the knowledge of the expert system and SCRUM for the active monitoring of the project. Regarding the methodology of scientific research, it was based on the quantitative approach, pre-experimental design; the study population was made up of 16 evaluations of technology companies in Peru. The results showed that the expert system improved the average time in the evaluation of maturity levels by 85%, compared to the traditional system. In this way, the levels of reliability and efficiency improved by approximately 49% compared to the traditional system. In this way, the levels of reliability and efficiency improve in 49% the capacity of response, the quality of the service and the functional availability in the evaluations of the technological management. Therefore, the processes of the service management phases such as design, strategy, transition, operation and continuous improvement benefit by reducing time, costs and increasing its functionality for companies that have technological services as part of the business strategy. Therefore, the expert system would be applied in companies of different areas that have technological services, whose purpose allows to identify the current state of the service and its possible improvement over time.

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