IT Service Management Architectures

2018 ◽  
pp. 2920-2930
Author(s):  
Torben Tambo ◽  
Jacob Filtenborg
Keyword(s):  
Service Management ◽  
Enterprise Architecture ◽  
Service Providers ◽  
It Service Management ◽  
Operating Model ◽  
It Service ◽  
Full Picture

IT service providers tend to view their services as quasi-embedded in the client organisations infrastructure. Therefore, IT service providers lack a full picture of being an organisation with its own enterprise archicture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLA's and KPI's based on ITIL and newer frameworks like SIAM.

IT Service Management Architectures

2019 ◽  
pp. 409-421 ◽  
Author(s):  
Torben Tambo ◽  
Jacob Filtenborg
Keyword(s):  
Service Management ◽  
Enterprise Architecture ◽  
Service Providers ◽  
It Service Management ◽  
Operating Model ◽  
It Service ◽  
Full Picture

IT service providers tend to view their services as quasi-embedded in the client organization infrastructure. Therefore, IT service providers lack a full picture of being an organization with its own enterprise architecture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLAs and KPIs based on ITIL and newer frameworks like SIAM.

Measures that matters: service quality in IT service management

2014 ◽  
Vol 6 (1) ◽  
pp. 60-76 ◽  
Author(s):  
Stefan Cronholm ◽  
Nicklas Salomonson
Keyword(s):  
Empirical Data ◽  
Service Management ◽  
Service Providers ◽  
Critical Role ◽  
Conceptual Structure ◽  
Hierarchical Level ◽  
It Service Management ◽  
Content Type ◽  
It Service ◽  
Customer Perspective

Purpose – IT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business requirements. However, from a customer perspective, ITSM is considered as being costly and the outcome is not always satisfactory. Measurements used to monitor and evaluate ITSM-processes are mainly suggested from a service provider perspective. The purpose of this paper is to suggest measurements for ITSM based on a customer perspective that can be used for improving questionnaires. Design/methodology/approach – The SERVQUAL scale has been used as a base for suggesting customer-oriented measurements for the ITSM-field. The gathered qualitative empirical data consisted of customer feedback, in questionnaires, to five IT service providers in Sweden. Based on these empirical data, the SERVQUAL scale has been modified according to ITSM-specific customer requirements. The service providers represent the sectors: car construction, forest management, IT consultants, public sector and logistics. Findings – The paper demonstrates three types of findings: confirmation of original SERVQUAL determinants that could be reused in the ITSM-field, modification of attributes of the SERVQUAL determinants to better fit in the ITSM-field, and development of new categories and new attributes. Moreover, the analysis of SERVQUAL in relation to the empirical data revealed that the SERVQUAL's original conceptual structure needed to be improved. The authors have added a third hierarchical level that supports a conceptual understanding. Originality/value – The knowledge contribution consists of a developed SERVQUAL, adjusted to fit the ITSM-field, and a suggested new conceptual structure of SERVQUAL consisting of three concepts: determinant, category and attribute.

A Business Motivation Model for IT Service Management

2014 ◽  
Vol 5 (1) ◽  
pp. 83-107 ◽  
Author(s):  
Marco Vicente ◽  
Nelson Gama ◽  
Miguel Mira da Silva
Keyword(s):  
Best Practices ◽  
Service Management ◽  
Enterprise Architecture ◽  
The Other ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Definition Of ◽  
Motivation Model

The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT Service Management (ITSM), there is not one holistic solution to integrate EA and ITIL. Therefore, we propose to join both approaches through the definition of a specific Enterprise Architecture to design organizations according to ITIL's best practices to perform ITSM. Thus, this paper's goal is twofold: on one hand to establish that architecture's motivation model, and, on the other, to contribute for a formal identification and representation of the ITIL business motivation model itself.

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.

A Business Motivation Model for IT Service Management

2016 ◽  
pp. 1654-1678
Author(s):  
Marco Vicente ◽  
Nelson Gama ◽  
Miguel Mira da Silva
Keyword(s):  
Best Practices ◽  
Service Management ◽  
Enterprise Architecture ◽  
The Other ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Definition Of ◽  
Motivation Model

The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT Service Management (ITSM), there is not one holistic solution to integrate EA and ITIL. Therefore, we propose to join both approaches through the definition of a specific Enterprise Architecture to design organizations according to ITIL's best practices to perform ITSM. Thus, this paper's goal is twofold: on one hand to establish that architecture's motivation model, and, on the other, to contribute for a formal identification and representation of the ITIL business motivation model itself.

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