Information Technology Service Management

2012 ◽  
pp. 75-110
Author(s):  
Magdalena Arcilla ◽  
Jose A. Calvo-Manzano ◽  
Mercedes de la Cámara ◽  
Javier Sáenz ◽  
Luis Sánchez
Keyword(s):  
Information Technology ◽  
Corporate Governance ◽  
Service Management ◽  
Management Practices ◽  
Extended Model ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Business Plans ◽  
It Service ◽  
Technology Service

Nowadays, there is an increasing dependence on information and on the systems that provide such information. So, for many organizations, the information and technology that supports them represent the most valuable assets of the company. Research on Information Technology (IT) management practices in many organizations around the world has revealed that most of them are not optimizing their investment on IT. The differentiating factor between those who succeed and those who failed is the participation of management in key IT decisions that must be aligned with the strategic and operational business plans and a proper corporate governance of IT. Corporate governance evaluates and directs the use of IT to support the organization, monitoring its use to achieve plans, and provides guidance to advising, informing or assisting directors, and assuring the compliance with laws and regulations. Some frameworks and models have been developed related to the governance and service management of IT. ITIL® (Information Technology Infrastructure Library) is the most used and extended model related to IT service management. The purpose of this chapter is to describe briefly the main phases and processes related to the ITIL® service lifecycle, detailed information related to the information security management process, and the qualifying system for IT Service Management with ITIL®.

Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 173-182
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored.

scholarly journals Impelementation of Information Technology Service Management at Data And Information System Center of XYZ University

2016 ◽  
Vol 7 (1) ◽  
pp. 41
Author(s):  
Kornelius Irfandhi ◽  
Ariani Indrawati ◽  
Dwykie Alexandra ◽  
Krisantus Wanandi ◽  
Yanuari Harisky ◽  
...  
Keyword(s):  
Information Technology ◽  
Information System ◽  
Service Management ◽  
Business Processes ◽  
It Infrastructure ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service

Information Technology (IT) is increasingly progressing. Nowadays, the success of a business of the organization/company is highly dependent on the IT infrastructure used. Therefore, organizations/companies have to manage their IT service to be optimal to their customers. Looking at this matter and the increasing dynamics of XYZ University, then Data and Information System Center (Pusdatin) - an IT provider of XYZ University began implementing IT Service Management (ITSM) from 2013 using the latest version of Information Technology Infrastructure Library (ITIL), namely ITIL v3 as a framework for implementing ITSM in its business processes. However, along the way, there are still some problems happen in Pusdatin in order that ITSM can actually support and align with the objectives of XYZ University. Through this paper, the authors want to explain how the implementation of ITSM at Pusdatin, identify the problems related to the implementation of ITSM, and provide the solutions for each problem. The methods used are direct observation to Pusdatin, conductan interview with the Head of Pusdatin and Staff of Pusdatin, and also perform a literature review of books and papers that discuss about ITIL. The result of this research is that ITSM process of Pusdatin generally works quite well but there are still some shortcomings because ITSM is not 100% implemented in all areas.

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.

Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 2606-2616
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored. [Article copies are available for purchase from InfoSci-on-Demand.com]

PENILAIAN IT SERVICE MANAGEMENT PADA INFRASTRUKTUR TEKNOLOGI INFORMASI PT. TELKOM KOTA BENGKULU MENGGUNAKAN ITIL V3

2020 ◽  
Vol 21 (1) ◽  
pp. 34-41
Author(s):  
Desi Mahdalena ◽  
Widya Cholil
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Business Processes ◽  
Service Providers ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Consumer Perspective

IT Service Management (ITSM) is a management concept in providing information technology services properly and successfully to customers, it can also be a method of processing philosophical systems that are centered on the IT service consumer perspective on the company's business. The service management of an organization is basically implemented in the form of the functions of the organization's functions (functions) and the processes that are carried out (processes) in managing and changing the resources (resources) of the organization into the values expected by the customer. ITIL or the summary of the Information Technology Infrastructure Library is a general framework that describes best practices that provide guidance on how Information Technology (IT) service providers should run IT service management. One of the organizations that provide IT services is PT. Telkom, which has an IndiHome application for customers who want to use internet or cable TV services. This research evaluates maturity level the information technology infrastructure that supports IndiHome's business processes at PT. Telkom Bengkulu. So that with this assessment can see the achievement of performance at PT. Telkom Bengkulu. The focus of this research is the domain service operation on ITIL V3.

scholarly journals Analysis of IT Service Management in the Salatigaku Application Using the Framework Information Technology Infrastructure Library (ITIL) V3

2020 ◽  
Vol 2 (1) ◽  
pp. 33-43
Author(s):  
Meylinda Ayu Pratiwi ◽  
Andeka Rocky Tanaamah
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
It Service ◽  
Service Operation

Abstrak Manajemen Layanan TI sangat diperlukan dalam meningkatkan kualitas layanan TI agar kebutuhan bisnis dapat berjalan selaras dengan tujuan organisasi. Sejauh ini aplikasi Salatigaku yang dikelola oleh DISKOMINFO sudah cukup baik, namun dalam penerapannya DISKOMINFO masih menjumpai beberapa kendala yang menghambat kinerja operasional. Kurangnya SDM yang mampu menangani setiap permasalahan khususnya di bidang TI menjadi salah satu kendala yang dihadapi oleh DISKOMINFO. Adapun masalah lain seperti belum adanya backup data secara rutin yang dilakukan untuk menjaga aset perusahaan dari kebocoran data. Penelitian ini menggunakan framework ITIL V3 domain service operation yang berfokus pada kegiatan operasional bisnis. Dari hasil penelitian ini, maka terdapat beberapa rekomendasi yang diberikan seperti penambahan SDM yang ahli di bidang TI, agar setiap permasalahan yang timbul dapat terselesaikan dengan cepat tanpa mengganggu kegiatan layanan. Adapun rekomendasi lain yaitu dengan menyediakan SOP terkait arsip data agar backup data dapat dilakukan secara terstruktur untuk menjaga aset berharga seperti data. Diharapkan dengan adanya penelitian ini, DISKOMINFO dapat mengurangi adanya insiden berulang sehingga penggunaan aplikasi Salatigaku dapat berjalan secara optimal serta dapat meningkatkan efektivitas dan efisiensi kinerja bisnis organisasi.

scholarly journals Maturity Level of ITSM Analysis Using ITIL V 3 Framework in NLAA Purbalingga

SISFORMA ◽  
2021 ◽  
Vol 8 (1) ◽  
pp. 7
Author(s):  
Resad Setyadi ◽  
Yusmadi Kristian ◽  
Afrijal Afrijal ◽  
Farhan Deyantoro ◽  
Noto Indra Prakoso
Keyword(s):  
Information Technology ◽  
System Integration ◽  
Service Management ◽  
Descriptive Analysis ◽  
It Service Management ◽  
Maturity Level ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Work Effectiveness

The development of communication and information technology impacts the activities and ways of thinking carried out by organizations and governments. The Purbalingga National Land Agency (NLA) is an institution that uses information technology to issue proof of land rights in the agrarian/land and spatial planning sector. This study analyzes IT service management maturity level (ITSM) at NLA Purbalingga using the Information Technology Infrastructure Library (ITIL) V.3 in the operation of domain services. Descriptive analysis method of questionnaires distributed to the community in NLA Purbalingga. The IT maturity level determination at NLA Purbalingga can be done based on the service operation domain factor. The IT maturity level used has five levels for this study. The results of the analysis show that the ITSM maturity level is at level four. Level four means that IT service management at NLA Purbalingga is appropriately handled by paying attention to the factors that are fulfilled according to procedures and taking process actions against systems that are not running effectively. This study aims to provide NLA Purbalingga to improve website maintenance by carrying out comprehensive system integration to enhance work effectiveness and quality.

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.

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