scholarly journals Creating a Сatalog of IT Services of Universities Based on ITIL Standards

2021 ◽  
Vol 2 (517) ◽  
pp. 72-80
Author(s):  
V. B. Vasyliv ◽  
◽  
F. D. Shvets ◽  
A. A. Khomenchuk ◽  
◽  
...  
Keyword(s):  
Information Technologies ◽  
It Services ◽  
University Management ◽  
It Infrastructure ◽  
Service Description ◽  
It Service ◽  
It Department ◽  
Periodic Monitoring ◽  
National University ◽  
Foreign Universities

In today’s information world, the competitiveness of universities is closely related to the effectiveness of the IT services provided. However, the development of IT infrastructure requires maintaining a balance between cost and efficiency of services. An IT service includes information technologies, processes and people. In accordance with ITIL standards, the university’s IT department should move from supporting software, applications, servers and networks to timely providing IT services to end users. The first step to this is to create a catalog of IT services. The purpose of the catalog implementation is to provide a single source of consistent information about all operational services and ensure quick access to them. Unlike foreign universities, domestic higher education institutions do not practice a systematic description of IT services and their presentation through the IT catalog. Direct transfer of management models of foreign universities to the Ukrainian educational environment appears impractical. The publication proposes a three-level catalog model, describes the categories of services that can be provided by Ukrainian universities, and defines the attributes of the IT service description template. The attributes of the description include: name, type of services, brief description, business owner, priority, service owner, consumers, request order, SLA, support system, status/phase. From the moment the IT service catalog is fully formed, its periodic monitoring begins according to the following criteria: SLA validity, correctness of provision of IT services, etc. The publication considers the formation of a catalog by stakeholders of the University on the example of the National University of Water Management and Environmental Management. In general, the use of the suggested recommendations will provide a description of the IT infrastructure of universities in the form of a set of services, the value of which is understandable to stakeholders and university management, as well as will allow to achieve competitive advantages in the educational services market.

Agile or waterfall development: The Clementon Company dilemma

2021 ◽  
pp. 204388691987054
Author(s):  
Karthikeyan Chandran ◽  
Madhuchhanda Das Aundhe
Keyword(s):  
Market Research ◽  
Initial Study ◽  
Management Tool ◽  
It Services ◽  
It Infrastructure ◽  
It Service ◽  
Software Product ◽  
It Department ◽  
Significant Milestone

This case study documents the challenges faced by Iota Consultancy Services, an IT Service organization, as it simultaneously developed and deployed an IT Services Management software product for one of its premier clients, The Clementon Company. A leading market research firm, The Clementon Company had its footprints across the globe. Its recent acquisition of several smaller research agencies had created a complex IT landscape, in terms of the technologies adopted and the processes followed. In Iota Consultancy Services’ 10-year-old history, this engagement with The Clementon Company was a significant milestone, consisting of two parts—(1) Streamlining and standardizing The Clementon Company’s IT processes and (2) maintaining The Clementon Company’s organization-wide IT infrastructure. Iota Consultancy Services began this crucial assignment with an initial study to identify a product for the The Clementon Company’s IT department. Iota Consultancy Services, a rapidly growing player in the sector, had indigenously developed a few IT products, as well. It had an IT Services Management product called Helpdesk Management. Being the sole service provider for maintaining The Clementon Company’s entire IT infrastructure, Iota Consultancy Services felt that Helpdesk Management could be deployed as a single tool across the organization. However, until now, Helpdesk Management had never been deployed as a comprehensive IT Services Management product for any organization. This meant that Iota Consultancy Services needed to simultaneously enhance its Helpdesk Management tool by developing new features, and also deploy it for The Clementon Company. This was Iota Consultancy Services’ chance to earn a reputation as a successful product company, which would result in increased revenue. However, if things did not go well, Iota Consultancy Services could lose face forever. Iota Consultancy Services’ dilemma was whether it should propose Helpdesk Management as a tool for The Clementon Company, or not. At this juncture, everything depended on whether Iota Consultancy Services could successfully customize the Helpdesk Management tool to suit The Clementon Company’s requirements.

Development of Library’s IT Strategy

2010 ◽  
pp. 34-38
Author(s):  
Natalia Redkina
Keyword(s):  
Information Systems ◽  
Information Technologies ◽  
Service Management ◽  
Information Resources ◽  
Application Software ◽  
It Service Management ◽  
It Infrastructure ◽  
System Software ◽  
It Service ◽  
Software Information

The snowballing of information technologies dictates new requirements for development of library strategy in the sphere of information systems' usage (application software), IT infrastructure (computers, telecommunications, system software), information resources, IT Service Management (HR).

scholarly journals ITSM Strategy Using CSI on ITIL V.3 To Improve IT Services

2020 ◽  
Vol 4 (2) ◽  
pp. 203-214
Author(s):  
Khurotul Aeni ◽  
Randi Adzin
Keyword(s):  
Academic Staff ◽  
Optimal Time ◽  
Service Improvement ◽  
It Services ◽  
It Infrastructure ◽  
It Service ◽  
Academic Information ◽  
The Right ◽  
It Infrastructure Library ◽  
Fast Access

The SIMBARU (Academic information System) has The obstacles that currently occur in the SIMBARU process is how to utilize an IT-based academic service system that is ready to run/use in the optimal time optimally, providing services with the right target, fast access that can provide satisfaction to users (user), as well as vision of mission and institutional business objectives can be realized. By using PDCA data analysis Method (Plan, Do, Check, and ACT), it is expected to design a SIP document (Service Improvement Plan) to improve the performance of SIMBARU. The design of SIP documents on SIMBARU can be done by using IT Infrastructure Library V. 3 by analyzing the condition of SIMBARU which then produce output in the form of SIP. Results of this research SIP designed in accordance with the knowledge gained from the results of the analysis, can be used as a strategy to improve IT services in college, which resulted in recommendation of improvement and output in the form of SIP. Repair and SIP recommendations are expected to be implemented to improve IT services, so that the IT service i.e. SIMBARU can help the academic staff in conducting academics in college.

scholarly journals Approaches to ITSM level measurement and evaluation

2020 ◽  
Vol 83 ◽  
pp. 01019
Author(s):  
Anna Hamranová ◽  
Mojmír Kokles ◽  
Tatiana Hrivíková
Keyword(s):  
Service Management ◽  
Scientific Work ◽  
It Service Management ◽  
It Services ◽  
It Infrastructure ◽  
Maturity Models ◽  
It Service ◽  
Level Measurement ◽  
Business Goals ◽  
Measurement And Evaluation

The paper examines ITSM (IT Service Management) which is based on the internationally accepted ITIL standard (IT Infrastructure Library). Within the domain of ITSM special attention is given to constant improvements in IS/IT services. The aim of the paper is to identify and characterise ITSM metrics and metrics models among which ITSM Maturity Models play an important role. Standard methods of scientific work such as analysis, synthesis, comparison and selection are used for the paper. The main findings are based on the analysis of literature proving the importance of effective IS/IT service management in supporting the business goals of enterprises and organisations. Several authors criticised the extent and detailed character of ITIL.They suggested solving the problems of SME sector by simplifying the processes of ITSM implementation. This is closely related to the proposed system of ITSM metrics and metrics models. The paper provides a detailed elaboration of complex metrics models together with a derived, reduced model with 8 main metrics and other often used tools for IS/IT services measurement, namely ITSM Maturity Models. They are applicable for both a diagnosis of the level of IS/IT services in the companies and eventual correction of plans and for benchmarking the enterprises within their specific branch.

scholarly journals Information related service trade within firms: evidence from firm-level data in Germany

2021 ◽  
Author(s):  
Kurt A. Hafner ◽  
Jörn Kleinert
Keyword(s):  
Multinational Firms ◽  
Economies Of Scope ◽  
It Services ◽  
Firm Level ◽  
It Service ◽  
Level Data ◽  
Related Service ◽  
Foreign Affiliates ◽  
Knowledge Intensive ◽  
Parent Companies

AbstractMulti-unit firms have productivity advantages over competitors because of their use of a non-rival asset—firm-specific knowledge—in several units. Using knowledge-intensive services leads to economies of scope in production by multi-unit firms. Such headquarter are usually supplied by parent companies and serve to link different firm units. Headquarter services are difficult to quantify in statistics or surveys, except when they cross-borders and the exchange of services between MNEs and their offshore subsidiaries becomes apparent. This study therefore focuses on IT service imports to explain productivity differences among foreign affiliates of multinational firms in Germany. The authors base the analysis on the population of foreign multinational firms active in Germany and analyze what effect the import of IT services has on their productivity. They find that IT headquarter service flows have significant impacts on foreign affiliates’ productivity in general and US affiliates in particular. As the average IT-service flows (per firm and partner) from parent countries are significantly higher for US affiliates than non-US affiliates, they conclude that the import of IT services from the parent-company is a source of the productivity advantages of US affiliates in Germany.

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.

Internal GIG Ecosystem in IT/ITeS Organisations for Non-linear Growth

2021 ◽  
pp. 232209372110132
Author(s):  
Debolina Dutta ◽  
Prem Mirchandani ◽  
K. P. Anasha
Keyword(s):  
Employee Satisfaction ◽  
Linear Growth ◽  
Growth Models ◽  
Global Scale ◽  
Growth Trajectory ◽  
It Services ◽  
Industry Growth ◽  
It Service ◽  
Significant Contributor ◽  
Non Linear

The Indian IT/ITeS industry is a significant contributor to India’s GDP and has had an impressive growth trajectory. However, it continues to be plagued with talent shortages, managing employee satisfaction, growth aspirations and reducing attrition. COVID-19 has presented an unprecedented opportunity for IT service organisations to transform the established paradigm of working. The industry has been exploring non-linear growth models that address the talent demand-supply gap. With skilled talent shortage continuing to limit the industry growth, non-linear initiatives of growth are urgently required. We propose a model of ‘Internal Gig’ worker (I-GIG) for the IT services industry. The new I-GIG workforce would be providing non-linear outcomes without increasing costs significantly. We also argue that this model would be motivational for employees who opt for it, with commensurate reward motivations to engage them. Additionally, this model would enable the workanywhere, anytime and leverage talent availability on a global scale.

MARKETING OF TELECOMMUNICATION AND INFORMATION TECHNOLOGIES: WORLD AND NATIONAL DIMENSIONS

2019 ◽  
pp. 32-40
Author(s):  
Тetiana KOPAN
Keyword(s):  
Information And Communication Technologies ◽  
Information Technologies ◽  
Marketing Research ◽  
The United States ◽  
It Services ◽  
State Budget ◽  
The World ◽  
Telecommunications Market ◽  
Ict Market ◽  
Ict Companies

Introduction. The development of the information and communication technologies (ICT) market creates the conditions for further growth of other sectors of the economy. ICT companies provide companies, individuals and government with software, Internet, mobile and fixed communications, and so on. The purpose of the article is to study the current state of the ICT market in the world and in Ukraine, to identify major trends and threats for further development of the ICT market. Results. The ICT market is one of the largest dynamically developing markets in the world. Research conducted by leading consulting companies in the world shows that after 2020, the market can grow from 13 to 33 trillion and the blockchain market to 3.1 trillion $. International Data Corporation emphasizes that digital technologies and solutions can reach 60% of global GDP by the end of 2022. The world leader in the number of ICT corporations is the United States, with headquarters of the 65 world's largest companies, 20 in China, Taiwan - 17, Japan - 14, South Korea - 6, India - 5 companies. The IT services market accounts for 0,5% of the global IT services market. In Ukraine there are 125 registered self-employed individuals that are used by large companies to optimize their tax burden. Income of such American ICT companies such as Apple, Amazon, Alphabet, Microsoft significantly exceeds the size of the state budget of Ukraine, and part of the revenues from the ICT market occupies only 4,5% of GDP, which is clearly insufficient and is evidence of an economic development lag. Conclusions. The imperfection of domestic legislation, the lack of incentives for ICT organizations, the possibility to monopolize the market, the insecurity of the interests of individuals and private companies do not stimulate foreign investments in this sector of the economy. In spite of this, Ukraine has a great potential for its growth, for which it is necessary to develop a national concept and model for the development of the ICT market, to restrain the departure of specialists abroad, to ensure the implementation of the business-state partnership strategy, etc. Keywords: telecommunications market, IT market, telecommunications market and IT services, marketing research, investments, ICT companies.

scholarly journals Е-ENVIRONMENT BASED ON MICROSOFT SHAREPOINT FOR THE ORGANIZATION OF GROUP PROJECT WORK OF STUDENTS AT HIGHER EDUCATION INSTITUTIONS

2017 ◽  
Vol 62 (6) ◽  
pp. 98 ◽  
Author(s):  
Olena G. Glazunova ◽  
Olena G. Kuzminska ◽  
Tetyana V. Voloshyna ◽  
Taisia P. Sayapina ◽  
Valentyna I. Korolchuk
Keyword(s):  
Higher Education ◽  
Information Technologies ◽  
Academic Discipline ◽  
Cloud Services ◽  
Project Work ◽  
Environmental Sciences ◽  
Group Project ◽  
Project Method ◽  
Environment Model ◽  
National University

Materials of the article are devoted to the experience of implementing cloud services in the process of training students at the National University of Life and Environmental Sciences of Ukraine. The latest research in the field of designing and creating e-environments for the organization of group project work has been analyzed. The e-environment model based on Microsoft SharePoint is developed and the method of using Office 365 cloud services in a single e-environment for organizing group project work of students is given. This article offers the developed criteria and selected tools for assessing the effectiveness of using the e-environment for the organization of group project work. It presents the materials and analysis of the results of applying the project method in the course of studying the academic discipline “Information Technologies” at the National University of Life and Environmental Sciences of Ukraine. It also defines the advantages of applying e-environment based on Microsoft SharePoint for the organization of students’ project work.

scholarly journals Sustainable development of education: a home bank of management decisions of the university in ensuring the minimum requirements of legislation

2020 ◽  
Vol 208 ◽  
pp. 09007
Author(s):  
Natalya Mikhaylova ◽  
Sergey Verkhoturov
Keyword(s):  
Sustainable Development ◽  
Organizational Behavior ◽  
Information Technologies ◽  
University Management ◽  
The Sustainable Development ◽  
Minimum Requirements ◽  
Balanced Model ◽  
Automated Tools ◽  
The University

The article discusses the issues of building a university management model focused on meeting the minimum accreditation requirements and legislative requirements in the field of higher education, ensuring the sustainable development of education. In the context of global informatization of the society, the information technologies are being introduced into the various fields of activity. The university management system did not stand aside. The authors propose the use of gamification technology through the automated tools that provide processing and analysis of big data, diagnostics of the quality of downloaded information. Gamification allows the target users to complete the assigned tasks subject to the certain rules and restrictions, which makes the process of performing them similar to a game. It simultaneously contributes to the development of the personnel, the creation of a process of rivalry, motivation and social interaction. Gamification allows the head of an educational organization to build a balanced model of organizational behavior, taking into account the model of behavior of the performers, to ensure the division of administrative and academic spheres of management. These aspects are important elements in the system of the sustainable development of education.

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