scholarly journals An IT Service Engineering and Management Framework (ITS-EMF)

2013 ◽  
pp. 76-91 ◽  
Author(s):  
Manuel Mora ◽  
Rory O’Connor ◽  
Mahesh S. Raisinghani ◽  
Jorge Macías-Luévano ◽  
Ovsei Gelman
Keyword(s):  
Information Technology ◽  
System Engineering ◽  
It Management ◽  
It Services ◽  
Business Organizations ◽  
Business Services ◽  
Management Framework ◽  
Service Engineering ◽  
It Service ◽  
Conceptual Confusion

There is a rich amount of literature on services from Information Technology (IT) (Management view) and IT System Engineering (ITSE) (Engineering view) domains. However, such a variety has produced disparate views. Furthermore, given that IT and ITSE service-based systems must be linked to business services (the User view), conceptual interrelationships are increased, causing yet more diversity. This paper identifies that this generates a lack of theoretical conceptual cohesion and leads to multiple practical confusions. To address these issues and to reduce such conceptual gaps, an IT Service Engineering and Management Framework (ITS-EMF) is proposed. ITS-EMF is generated by careful review and examination of the main conceptualizations on IT, ITSE and business services. The paper claims that ITS-EMF is useful for: (1) mapping services concepts from disparate IT literature, (2) reducing service conceptual confusion from the multiple available sources, and (3) providing conceptual links between service constructs used in business services and IT and ITSE services layers. It concludes with the implications, both academic and practical, for engineering and managing IT services in business organizations.

scholarly journals An IT Service Engineering and Management Framework (ITS-EMF)

2011 ◽  
Vol 2 (2) ◽  
pp. 1-15 ◽  
Author(s):  
Manuel Mora ◽  
Rory O’Connor ◽  
Mahesh S. Raisinghani ◽  
Jorge Macías-Luévano ◽  
Ovsei Gelman
Keyword(s):  
Information Technology ◽  
System Engineering ◽  
It Management ◽  
It Services ◽  
Business Organizations ◽  
Business Services ◽  
Management Framework ◽  
Service Engineering ◽  
It Service ◽  
Conceptual Confusion

There is a rich amount of literature on services from Information Technology (IT) (Management view) and IT System Engineering (ITSE) (Engineering view) domains. However, such a variety has produced disparate views. Furthermore, given that IT and ITSE service-based systems must be linked to business services (the User view), conceptual interrelationships are increased, causing yet more diversity. This paper identifies that this generates a lack of theoretical conceptual cohesion and leads to multiple practical confusions. To address these issues and to reduce such conceptual gaps, an IT Service Engineering and Management Framework (ITS-EMF) is proposed. ITS-EMF is generated by careful review and examination of the main conceptualizations on IT, ITSE and business services. The paper claims that ITS-EMF is useful for: (1) mapping services concepts from disparate IT literature, (2) reducing service conceptual confusion from the multiple available sources, and (3) providing conceptual links between service constructs used in business services and IT and ITSE services layers. It concludes with the implications, both academic and practical, for engineering and managing IT services in business organizations.

Information Technology as a Service Operation

1992 ◽  
Vol 7 (4) ◽  
pp. 189-201 ◽  
Author(s):  
Tony Rands
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Service Management ◽  
Quality Measures ◽  
It Management ◽  
It Services ◽  
It Service ◽  
Service Operation ◽  
Service Delivery Systems ◽  
Flow Charts

Research into service management has revealed concepts and ideas which may be usefully applied in other management settings. In order to evaluate their potential relevance to managing information technology (IT), several aspects of service management are explored, including the nature of service products, customer-supplier contact, the design of service delivery systems, and measuring and achieving service quality. Some ideas have already been applied to IT, but others could also be relevant. These include examining contacts between users and IT specialists, using process flow charts to design IT services, and employing service quality measures in IT management. A general model is proposed for managing IT service quality; the application of this model at the strategic level of firms is examined.

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.

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.

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 The Challenges of Implementing the ITIL Problem Management Process in IT Support Organisations

2021 ◽  
Author(s):  
◽  
Michael Hsu
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Management Process ◽  
It Services ◽  
Technology Infrastructure ◽  
Problem Management ◽  
Information Technology Infrastructure ◽  
It Service ◽  
It Support ◽  
Organisational Factors

<p>Information Technology Infrastructure Library (ITIL) is a framework and an integrated set of process orientated best practices for providing IT infrastructure support, managing and delivering IT services. As organisations in the digital age rely on Information Technology for their daily operations as well as future growth and success, the ITIL framework is widely adopted. The Problem Management process is one of the Service Operation processes defined by the ITIL framework. Whilst the adoption of the ITIL framework is often for the benefit of both the organisations that provide IT support and services and the organisations which consume them, the challenges of implementing this framework and its processes is often left to the IT support organisations. This paper focuses on the ITIL Problem Management process; it reviews the principles and objectives of this IT Service Management process from an IT Governance stand point, and its implementation in the context of organisational IT services and operations. This paper collects and presents the views and insights from IT professionals who routinely worked with ITIL processes. As empirical research, this paper seeks to identify and prioritize the challenges associated with implementing the ITIL Problem Management process by the IT support organisations; it also seeks to understand the ways and methods to overcome these challenges. This paper identifies 23 unique challenges in 6 categories including “the understanding”, “the buy-in”, “the investment”, “the interrelation”, the “execution” and “the organisational factors” which are associated with implementing the ITIL Problem Management process. The ranking of these challenges is also finalized. This paper further offers suggestions for IT support organisations to overcome these challenges. It suggests that IT support organisations may first address and overcome the challenges associated with the understanding and the buy-in of the ITIL Problem Management process, and use an overall top-down approach and effective organisational communication as they try to implement the ITIL Problem Management process.</p>

scholarly journals THE ROLE OF HUMAN CAPITAL OF IT-SERVICES IN THE DEVELOPMENT OF FOREIGN ECONOMIC ACTIVITIES OF UKRAINE

2019 ◽  
Keyword(s):  
Information Technology ◽  
Human Capital ◽  
Economic Activity ◽  
Rapid Development ◽  
Success Factor ◽  
It Services ◽  
Service Market ◽  
It Service ◽  
Technology Market

The article deals with the current state of the information technology market in Ukraine, the role of human capital and peculiarities of its influence on the country's foreign economic activity. The basic processes and tendencies of Ukrainian IT market functioning, the main prospects of IT sector development were analyzed as well as the main problems of the information technology market and directions of their solution. At present, the internal IT service market in Ukraine meets the following characteristics: minimization of IT service costs; infringement of intellectual property law; satisfactory demand for IT services; shortage supply of qualified IT specialists due to imbalances in the training of technical specialists in higher education institutions; imperfection of IT management in companies leads to the inability to implement the growth strategy. There are two main factors that stimulate the development of the internal IT sector: first, is a human capital situation; second, is a public policy and its priorities in supporting competitive industries. The key success factor of a rapid development of foreign economic activity in Ukraine is to establish balance between the external and internal IT service markets. In order to improve the foreign economic activity of Ukraine, it is necessary for the state and the owners of IT companies to force on the development of the internal IT service market as the low level of the internal market hinders the development of the external IT relationships. The internal sector is not attractive to IT companies usually because of low pay and poor management quality. Therefore, in our work we considered in details the problems related to human capital in the search of any opportunities for the development of foreign economic activity of our country. It was concluded that IT market will remain one of the most prospective sectors of Ukraine that develops its foreign economic activity.

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.

scholarly journals Grapari Information Technology Service Analysis of Telkomsel Salatiga Using ITIL V3 Domain Service Operation

2020 ◽  
Vol 1 (3) ◽  
pp. 144-154
Author(s):  
Daniel Albert Santoso ◽  
Agustinus Wijaya
Keyword(s):  
Information Technology ◽  
It Services ◽  
Technology Infrastructure ◽  
Service Companies ◽  
It Service ◽  
Business Goals ◽  
Technology Service ◽  
Service Operation ◽  
Or Organization ◽  
A Company

Parameters for the success of IT in a company or organization are IT services to users in order to support the fulfillment of the business goals of a company or organization. Therefore, information technology has become a major requirement for companies or organizations. Operating IT services in a company or organization cannot be without problems. To find out the extent to which IT services are running and the extent of management in managing and handling incidents and problems in IT service companies, an analysis and assessment of IT services is needed. This research proposes the ITIL framework version 3 (Information Technology Infrastructure Library) with the Service Operation domain to review IT service practices. The results of this study indicate several recommendations including increasing the number of resources who are experts in the IT field, so that any obstacles that arise in the application can be resolved immediately. It is hoped that by carrying out this research, GraPARI can reduce these obstacles and can work optimally.

scholarly journals Strategic Management for IT Services on Outsourcing Security Company

2018 ◽  
Vol 4 (1) ◽  
pp. 46 ◽  
Author(s):  
Lydia Wijaya ◽  
Indra Kharisma Raharjana ◽  
Endah Purwanti
Keyword(s):  
Information Technology ◽  
Strategic Management ◽  
Business Processes ◽  
Strategy Management ◽  
Service Development ◽  
Strategy Execution ◽  
It Services ◽  
It Service ◽  
Strategic Assessment ◽  
Measurement And Evaluation

Information Technology (IT) is used by many organizations to enhance competitive advantage, but many outsource security firms have not used IT in their business processes. In this research, we will design Strategic Management for IT Services for outsourcing security company. We use an outsourcing security company as a case study of IT Strategy Management for IT Services development. The purpose of this study is to create an IT services strategy for security outsourcing companies. The framework used is the ITIL (Information Technology Infrastructure Library) framework service strategy in strategy management for IT services process. There are several steps taken in the making of the strategy: (a) Strategic assessment stage to analyzed internal and external factors of the company. (b) Strategy generation by creating the strategic plan. (c) Strategy execution to determine the tactical plan. And (d) strategy measurement and evaluation. This study produced the proposed IT service system that suits the needs of the company in the form of strategic, tactical plans and strategy measurement. This result can be used as the foundations of IT service development in outsourcing security company. In the process of this study, we work closely with stakeholders; every work product has been verified and validated by stakeholders.

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