Implementing IT Service Management

2009 ◽  
pp. 333-349 ◽  
Author(s):  
Jon Iden
Keyword(s):  
Success Factors ◽  
Service Management ◽  
Reference Model ◽  
Real Life ◽  
Successful Implementation ◽  
Longitudinal Case Study ◽  
Cultural Aspects ◽  
It Service ◽  
Process Reference Model

This chapter presents and analyzes a real life ITIL project, and it is based on a longitudinal case study. The purpose is to illustrate how the ITIL process reference model for some processes may be used almost as a blueprint, while ITIL for other processes may be profoundly adapted to suit the context and the needs of the implementer. Furthermore, the success factors and the impediments for successful implementation are discussed. As this case shows, although processes are being well defined and the ITIL project is being regarded by management as a success, employees may after all decide not to follow the adapted processes. The study finds that ITIL implementation will not be effective unless the organizational and cultural aspects of process change are being taken care of. This chapter will especially inform practitioners about how ITIL may be utilized and how an implementation project might be organized.

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

Building Enterprise Network Infrastructure for a Supermarket Store Chain

2011 ◽  
pp. 1398-1411
Author(s):  
Beomjin Choi ◽  
Nancy Tsai ◽  
Tom Jones
Keyword(s):  
Success Factors ◽  
Growth Strategy ◽  
Successful Implementation ◽  
Infrastructure Development ◽  
Network Infrastructure ◽  
Current Case ◽  
Enterprise Network ◽  
Critical Success ◽  
Technical Details

Enterprise network infrastructure has served as a vehicle on which data and information can be transferred between functional units regardless of their location. Creating the network infrastructure that enables firms and organizations to adapt to rapidly changing business needs has never been more important than now. Building the enterprise network infrastructure requires careful planning, effective design, and appropriate strategies for successful implementation. The current case study examines how a regional supermarket store chain in the retail food industry develops its enterprise network infrastructure to outperform its larger competitors. A detailed description of the evolution of the company’s enterprise network infrastructure is presented to show how the strategy of network infrastructure development has aligned with the organization’s growth strategy for the past two decades. The current case study highlights critical success factors for firms to build an effective enterprise network infrastructure that include IS planning firmly tied to critical business goals, strategic collaboration with technology vendors, and careful evaluation and selection of network services and technical details.

Continual Process Improvement Based on ITIL and Process Mining

2011 ◽  
pp. 145-167
Author(s):  
Kerstin Gerke ◽  
Konstantin Petruch ◽  
Gerrit Tamm
Keyword(s):  
Process Improvement ◽  
Service Management ◽  
Business Processes ◽  
Reference Model ◽  
Process Mining ◽  
It Services ◽  
New Approach ◽  
Customer Support ◽  
It Service ◽  
Key Indicators

The inherent quality of business processes and their support through information technology (IT) increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT services. In order to provide IT services with the required quality and at minimum costs, the importance of effective and efficient IT service management (ITSM) processes is crucial. In this contribution, the authors present a new approach, which allows the continual process improvement by the interconnection of the ITIL reference model, the 7-step improvement process, and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design, control, and improvement of ITIL based customer support processes, which will be trialed in practice.

scholarly journals Semiotic dimensions of human attitudes towards other animals: A case of zoological gardens

2016 ◽  
Vol 44 (1/2) ◽  
pp. 209-230 ◽  
Author(s):  
Nelly Mäekivi ◽  
Timo Maran
Keyword(s):  
Animal Species ◽  
Methodological Approach ◽  
Real Life ◽  
Cultural Aspects ◽  
Communicative Interactions ◽  
The People ◽  
Perceptions And Attitudes ◽  
Symbolic Meanings ◽  
Cultural Connotations

This paper analyses the cultural and biosemiotic bases of human attitudes towards other species. A critical stance is taken towards species neutrality and it is shown that human attitudes towards different animal species differ depending on the psychological dispositions of the people, biosemiotic conditions (e.g. umwelt stuctures), cultural connotations and symbolic meanings. In real-life environments, such as zoological gardens, both biosemiotic and cultural aspects influence which animals are chosen for display, as well as the various ways in which they are displayed and interpreted. These semiotic dispositions are further used as motifs in staging, personifying or de-personifying animals in order to modify visitors’ perceptions and attitudes. As a case study, the contrasting interpretations of culling a giraffe at the Copenhagen zoo are discussed. The communicative encounters and shifting per ceptions are mapped on the scales of welfaristic, conservational, dominionistic, and utilitarian approaches. The methodological approach described in this article integrates static and dynamical views by proposing to analyse the semiotic potential of animals and the dynamics of communicative interactions in combination.

Inter-organisational information sharing in the public sector: A longitudinal case study on the reshaping of success factors

2017 ◽  
Vol 34 (4) ◽  
pp. 567-577 ◽  
Author(s):  
Fredrik Karlsson ◽  
Magnus Frostenson ◽  
Frans Prenkert ◽  
Ella Kolkowska ◽  
Sven Helin
Keyword(s):  
Public Sector ◽  
Information Sharing ◽  
Success Factors ◽  
Longitudinal Case Study ◽  
The Public

scholarly journals Cultural Determinants and Perspectives of International Expansion of Enterprises from Economies in Transition

2018 ◽  
Vol 25 (3) ◽  
pp. 21-35
Author(s):  
Robin Gowers ◽  
Anna Pająk ◽  
Edgar Klusa
Keyword(s):  
Transition Economy ◽  
Success Factors ◽  
Interesting Case ◽  
International Expansion ◽  
Economies In Transition ◽  
Cultural Aspects ◽  
Cultural Determinants ◽  
The Individual ◽  
Developing Strategies

Within this article the authors attempt identify and analyze the key cultural success factors for companies when developing strategies to move out of their home market.  Such strategies can often involve significant cost and risk.  However, many companies fail due to overlooking the cultural aspects of entering new arenas.  The approach used in the article analyzes culture in the wider perspective, from the individual to the national dimensions, looking for the important roots in the historical and institutional backgrounds that need to be considered when developing strategies.  A focus on Polish companies is then developed.  Poland, representing a post-transition economy, is an interesting case study in the context of cultural and social factors in internationalization, especially in the light of important ongoing transitions on the global scene.

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