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.

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.

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.

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 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.

Aligning Six Sigma and ITIL to Improve IT Service Management

2010 ◽  
pp. 1750-1765
Author(s):  
Peter C. Chan ◽  
Shauntell R. Durant ◽  
Verna Mae Gall ◽  
Mahesh S. Raisinghani
Keyword(s):  
Six Sigma ◽  
Business Strategy ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Inductive Research ◽  
Study Methodology ◽  
Process Perspective

Organizations are implementing IT Service Management (ITSM) and creating quality standards to design, deliver, and manage IT services to meet or exceed an agreed level of quality. ITSM uses the best practices of IT Infrastructure Library (ITIL) that informs IT management what needs to be done and how it will get done from the process perspective. However when undertaking an ITSM a project to implement ITIL, ITIL does not provide a method for measuring quality or identifying and completing process improvement projects. By integrating the Six Sigma quality methodology, IT management will have the methodology and tools for measuring quality and improving processes. Adopting Six Sigma principles also helps IT managers focus on their business strategy and customers, manage proactively based on facts, and reinforce collaboration across the enterprise. The framework in our exploratory experience based research has been built upon a deductive study which has been developed through a literature review and synthesis and an exploratory inductive research which has been developed using a qualitative case study methodology in the e-services and mobile applications field.

Aligning Six Sigma and ITIL to Improve IT Service Management

2011 ◽  
pp. 2665-2680
Author(s):  
Peter C. Chan ◽  
Shauntell R. Durant ◽  
Verna Mae Gall ◽  
Mahesh S. Raisinghani
Keyword(s):  
Six Sigma ◽  
Business Strategy ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Inductive Research ◽  
Study Methodology ◽  
Process Perspective

Organizations are implementing IT Service Management (ITSM) and creating quality standards to design, deliver, and manage IT services to meet or exceed an agreed level of quality. ITSM uses the best practices of IT Infrastructure Library (ITIL) that informs IT management what needs to be done and how it will get done from the process perspective. However when undertaking an ITSM a project to implement ITIL, ITIL does not provide a method for measuring quality or identifying and completing process improvement projects. By integrating the Six Sigma quality methodology, IT management will have the methodology and tools for measuring quality and improving processes. Adopting Six Sigma principles also helps IT managers focus on their business strategy and customers, manage proactively based on facts, and reinforce collaboration across the enterprise. The framework in our exploratory experience based research has been built upon a deductive study which has been developed through a literature review and synthesis and an exploratory inductive research which has been developed using a qualitative case study methodology in the e-services and mobile applications field. [Article copies are available for purchase from InfoSci-on-Demand.com]

IT Services Departments Struggle to Adopt a Service-Oriented Philosophy

2010 ◽  
pp. 1447-1455 ◽  
Author(s):  
Aileen Cater-Steel
Keyword(s):  
Best Practice ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
Service Excellence ◽  
It Service ◽  
Service Oriented ◽  
Service Departments ◽  
Effective Service

Many IT service departments are adopting IT service management best practice frameworks such as the IT Infrastructure Library (ITIL) 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. 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. Emergent IT service frameworks such as ISO/IEC 20000, and the CMMI® for Service Delivery are discussed.

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.

A cognitive model for adopting ITIL framework to improve IT services in Indian IT industries

2020 ◽  
Vol 39 (6) ◽  
pp. 8091-8102
Author(s):  
Rasbihari Dayal ◽  
V. Vijayakumar ◽  
Rahul Chandra Kushwaha ◽  
Abhishek Kumar ◽  
V. D. Ambeth Kumar ◽  
...  
Keyword(s):  
Information Technology ◽  
Best Practice ◽  
Service Management ◽  
Management Practices ◽  
Cognitive Model ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Human Labor ◽  
Service Life Cycle

This research paper presents a cognitive model which manages to minimize the issues of the Information Technology Infrastructure by incorporation of service management practices. The importance of this research is that this model can be replicated in other companies for the distribution of products that wish to implement improvements in their management process technological services. This work introduces the use of Information Technology Infrastructure Library or ITIL as best practice, essential methodologies for IT Management, historical evolution, methodology, service life cycle, and ITIL certifications. Service automation is widely regarded as the usefulness and improves service guarantee. One of the most useful features of automation services is that the process will run the same way every time. Such precision in the execution of repetitive executions is virtually impossible when it comes to human labor. Therefore, the automation is the best way to improve the efficiency of the service provider and the next steps of the process.

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