scholarly journals It change management process improvement

2019 ◽  
Vol 1 (1) ◽  
pp. 21-26
Author(s):  
Eduardo Da Silva Sousa ◽  
Carlos Eduardo Machado Pires ◽  
Simone Borges Simão Monteiro ◽  
Ana Carla Bittencourt Reis
Keyword(s):  
Change Management ◽  
Control Mechanisms ◽  
It Services ◽  
It Service ◽  
Current Implementation ◽  
Strategic Role ◽  
Support Area ◽  
Service Change

IT became an indispensable structure for organizations, whether public or private. Although it is considered a support area, IT plays a strategic role in organizations, its procedures must be systematically conducted. This article addresses best practices in IT Service Change Management and compares these practices with current implementation in a court of law. The purpose of this comparison is to verify the adherence of the implemented process and to suggest adjustments that can guarantee quality of services. For that, a review of the pertinent bibliography and a case study of the processes implemented and executed by the court was carried out. The preliminary comparative analysis demonstrated that the court’s IT services change management activities have opportunities for improvement both in the process and for implementation of control mechanisms, which were suggested by the researchers.

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.

Survey of senior frontline clinicians regarding the quality of information technology across the UK

2020 ◽  
Vol 26 (9) ◽  
pp. 220-226
Author(s):  
Sunny Deo
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Healthcare Delivery ◽  
It Services ◽  
Quality Of Information ◽  
It Service ◽  
Increased Risk ◽  
Questionnaire Method ◽  
The Uk

Background/Aims The quality of information technology (IT) services is key to effective healthcare delivery. However, the high aspirations of health ministers for IT services in hospitals may not be aligned with clinicians' perceptions. This study aimed to assess frontline clinicians' perceptions of the quality of IT services in their institutions. Methods The British Orthopaedics Directors Society online forum was used to invite a group of trauma and orthopaedic clinical leads from a range of hospitals to complete a short questionnaire regarding their perceptions of IT service quality in their practice. Results Negative perceptions of IT service quality were found to be common, with 45% of respondents rating their trusts' overall IT quality as poor or very poor. Of these, 13% deemed their trust's IT service quality to be so poor as to put patients at increased risk. Wide disparities were also reported between respondents' ratings of IT infrastructure quality and institutional responsiveness to concerns. Conclusions This small initial evaluation highlights concerning variations in clinicians' perceptions of IT service quality across different trusts. It also suggests the need for further, more detailed assessment and monitoring of IT quality improvement, for which the same questionnaire method may be useful.

scholarly journals ITD Data Quality Maturity (A Case Study)

2019 ◽  
Vol 8 (10) ◽  
pp. 24851-24854
Author(s):  
Hewa Majeed Zangana
Keyword(s):  
Data Quality ◽  
Data Management ◽  
High Performance ◽  
Research University ◽  
It Services ◽  
University Ranking ◽  
Management Quality ◽  
The University

Nowadays, more and more organizations are realizing of importance of their data, because it can be considered as an important asset in present nearly all business organizational processes. Information Technology Division (ITD) is a department in the International Islamic University Malaysia (IIUM) that consolidates efforts in providing IT services to the university. The university data management started with decentralized units, where each center or division has its own hardware and database system. Later it improved to become became centralized, and ITD is now trying to one policy across the whole university. This will optimize the high performance of data management in the university. A visit has been done to ITD building and a presentation has been conducted discussing many issues concerning data management quality maturity in IT division at IIUM. We got some notices like server’s room location, power supply and backup and existence of data redundant. These issues are discussed in details in the next sections of this paper and some recommendations are suggested to improve data quality in the university. The quality of the data is very important in decision making, especially for a university that is trying to improve its strategy towards a research university and rise its rank among the World University Ranking.

Business Domain Decision Method for Manufacturing and Service

2013 ◽  
Author(s):  
Hiroomi Onda ◽  
Toshiharu Miwa ◽  
Vincent R. Jackson ◽  
Dahwe Park ◽  
Kevin W. Reynolds ◽  
...  
Keyword(s):  
Business Model ◽  
Vertical Integration ◽  
Service Provider ◽  
Data Center ◽  
It Services ◽  
Barriers To Entry ◽  
It Service ◽  
First Case ◽  
A Company

This paper deals with a study on a method to support the decision on entering business areas in a business model consisting of manufacturing and service. This method divides the business model into business areas by the functions that support a company to decide whether it should enter business areas. This method prioritizes the areas from the aspects of profit opportunities, barriers to entry, and interactions between the areas. This method reduces the time to decide which business area to enter and reduces the number of examination objects to the number of business areas (n) or fewer from the total number of possible combinations (2 to the 2nd power n). To confirm the efficiency of this method, we demonstrated two case studies in the IT services industry. In the first case study, from the perspective of a UPS battery supplier, the number of examination objects is 3 when the number of business areas is 11. And the first case study indicates that a suitable strategy for a battery supplier is to concentrate on the strategy of supplying batteries. In the second case study, from the perspective of an IT service provider, the number of examination objects is 10 when the number of business areas is 11. The second case study indicates that a suitable strategy for an IT service provider is vertical integration from software development to data center operation and hardware manufacturing.

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.

Process Assessment as a Means to Improve Quality in IT Services

2011 ◽  
pp. 168-191
Author(s):  
Stéphane Cortina ◽  
Michel Picard ◽  
Omar Valdés Solórzano ◽  
Alain Renault
Keyword(s):  
Service Management ◽  
Process Assessment ◽  
Improve Quality ◽  
It Services ◽  
Assessment Framework ◽  
Standard Process ◽  
It Service ◽  
The Impact ◽  
Generic Process

The main objective of this chapter is to present how a formal and standard process assessment - thanks to its repeatable approach and its comparable results - can be an invaluable contribution for improving the IT services in a continual way. This chapter introduces ISO/IEC 15504, the international standard for process assessment. As a generic process assessment framework, ISO/IEC 15504 can be used for determining the capability of processes of any domain. The authors of this chapter have applied this framework in the field of IT Service Management. Their works (described below) have enabled to develop the TIPA® methodology, based on ITIL® version 2. The chapter then discusses the impact that assessments can have on the quality of the assessed processes and, as a consequence, on the services supported by these processes. The chapter finishes by presenting an example of the results and the lessons learnt as perceived by adopters of TIPA.

Using Visual Analytics to Diagnose Productivity and Quality Issues on IT Service Pools

2015 ◽  
pp. 207-232
Author(s):  
Victor Cavalcante ◽  
Heloisa Candello ◽  
Claudio Pinhanez ◽  
Alan Braz ◽  
Franklin Amorin ◽  
...  
Keyword(s):  
Service Delivery ◽  
Real World ◽  
Visual Analytics ◽  
Graphical Representation ◽  
Incident Management ◽  
It Services ◽  
Research Directions ◽  
It Service ◽  
Areas Of Interest

This chapter describes and validates the applicability of a visual analytics tool, named Workload Profile Analytics (WPA), in the context of incident management (IM) inside a large IT services provider. The WPA tool implements a method to evaluate the performance and quality of IM systems that uses temporal information from incident records (tickets). The method is based on a graphical representation, called Workload Profile Chart (WPC), which consists of a log-log chart obtained by computing and plotting the spreading of ticket data. Then, using the chart, a visual inspection is done to examine the concentration of tickets over the various areas of interest of the WPC and a diagnosis of potential issues is suggested. To illustrate how powerful WPA can be, two real world scenarios are depicted and used to validate the use of WPA in a large service delivery organization. Finally, some discussions about further improvements on the tool and research directions are done.

Part Change Management: A Case Study on Automotive OEM Development and Production Perspectives

2017 ◽  
Author(s):  
Stephan Knackstedt ◽  
Joshua D. Summers
Keyword(s):  
Statistical Analysis ◽  
Change Management ◽  
Employee Perceptions ◽  
Management Process ◽  
Engineering Change ◽  
Engineering Change Management ◽  
Production Development ◽  
Engineering Changes

Due to interest in aspects such as process, strategies, and tools of engineering changes expressed in a literature review, a case study was done on a major automotive OEM to assess the perceived quality of its part engineering change management process and supporting system through its employees’ eyes. A combination of 12 interviews lasting 12 hours and 46 written surveys was used to capture the views of participants from all major functions found at the research and development (R&D) headquarters of the OEM: Purchasing, Production, Development, and one group consisting of all other functions (“Other”). Statistical analysis was performed to identify statistically significant differences between employee perceptions of an engineering change management system among different departments, amount of use, and years of use. It was found that statistically significant differences exist in terms of understanding the usability of the system between different departments and also between different years of experience.

Communication effectiveness on IT service relationship quality

2014 ◽  
Vol 114 (2) ◽  
pp. 321-336 ◽  
Author(s):  
Jun-Gi Park ◽  
Seyoon Lee ◽  
Jungwoo Lee
Keyword(s):  
Relationship Quality ◽  
Relationship Commitment ◽  
Survey Method ◽  
Communication Effectiveness ◽  
It Services ◽  
Services Research ◽  
Content Type ◽  
It Service ◽  
Functional Quality

Purpose – This study aims to investigate the effect of communication effectiveness (CE) on service quality (SQ) leading to relationship quality (RQ) in IT service relationships. Design/methodology/approach – CE was decomposed into frequency, bi-directionality and quality of communication while SQ was decomposed into functional and technical qualities, and RQ into trust and relationship commitment. An empirical study is conducted testing the nomological research model consists of these dimensions, using survey method collecting data from 144 subjects. Findings – The findings indicate that good SQ can impact relationship commitment only via the clients' trust, but not directly. Influence of functional quality is stronger on trust but technical quality also maintains significant impact. Detailed findings imply that, while communication is important element influencing perceptions of SQ, quality of bi-directional communication is more critical than simple but frequent communication. Originality/value – This study explores the direct impact of CE on SQ leading to RQ in IT service context. Previous studies rarely tested the impacts of functional and technical SQ, simultaneously. Findings of this study add values to research on service relations as well as IT services research in terms of differentiating functional and technical service qualities.

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