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

Decision-making in IT service management: a simulation based approach

2014 ◽  
Vol 66 ◽  
pp. 36-51 ◽  
Author(s):  
Elena Orta ◽  
Mercedes Ruiz ◽  
Nuria Hurtado ◽  
David Gawn
Keyword(s):  
Decision Making ◽  
Service Management ◽  
It Service Management ◽  
It Service ◽  
Simulation Based

IT Management Agility in Large Organizations

2019 ◽  
pp. 172-229
Keyword(s):  
Decision Making ◽  
Asset Management ◽  
Service Management ◽  
It Governance ◽  
Large Company ◽  
It Service ◽  
Management Processes ◽  
Agile Approach ◽  
Set Up ◽  
Digital Enterprise

A successful IT service and asset management need to be efficient and agile to help transform from a traditional into a digital enterprise. In this chapter, the authors propose a global and practical strategic framework to improve ITSM service management processes with the additions of two drivers: agility management based on DevOps and security management based on SecOps. The proposed framework will affect all aspects of user productivity DSI oriented and implement an agile approach in the heart of the management of all these aspects. They will study a case of application of the proposed framework on a large company and the gain made on the strategic level and decision making. The authors propose to measure the maturity of the ITSM of the organization and set up their benchmark to improve IT governance through the proposed ITSM framework.

Change Management and Devops: Back to the Future

ITNOW ◽  
2019 ◽  
Vol 61 (3) ◽  
pp. 60-61
Author(s):  
Tracey Torble
Keyword(s):  
Change Management ◽  
Service Management ◽  
It Service Management ◽  
It Service ◽  
Management Consultant ◽  
The Future

Abstract Tracey Torble, IT service management consultant and author of Change Manager (a BCS publication) considers the role of change management in an agile world

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.

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