Addressing Non-Functional Properties of Services in IT Service Management

2011 ◽  
pp. 324-334 ◽  
Author(s):  
Vladimir Stantchev ◽  
Gerrit Tamm
Keyword(s):  
Functional Properties ◽  
Service Management ◽  
It Infrastructure ◽  
End User ◽  
Service Oriented Architectures ◽  
Service Levels ◽  
Reference Models ◽  
It Service ◽  
Service Oriented ◽  
It Infrastructure Library

A key point that remains to be addressed is the assurance of service levels for end-user applications that rely on these provider models. This chapter describes an approach for addressing non-functional properties (NFPs) of services in service-oriented architectures (SOA). The approach is based on reference models such as the IT Infrastructure Library (ITIL) and the SOA life cycle model. It has been applied in several industrial settings in the telecommunications sector.

IT Service Management Standards

2010 ◽  
pp. 225-241 ◽  
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
Employment Opportunities ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT infrastructure library (ITIL), and now ISO/IEC 20000, provide guidance and tools for effective management and control of IT service delivery. These standards are of increasing importance to organisations around the globe so education about these standards and possibilities for training of IT staff are important. In the main, academics and Universities have not embraced these standards in either research or education about them; however, demand for IT staff qualified to various levels in these standards grows. Universities have a place in this education process and there are significant benefits to them, the graduates and industry in terms of increases in student numbers, enhanced employment opportunities and improvement in service quality, but there are challenges also especially in relating problems in practice to students. Using results from two national surveys and several case studies, this chapter considers the requirements for education about these important standards.

scholarly journals Education for IT Service Management Standards

2010 ◽  
pp. 293-306
Author(s):  
Aileen Cater-Steel ◽  
Mark Toleman
Keyword(s):  
Service Delivery ◽  
Service Management ◽  
It Service Management ◽  
It Infrastructure ◽  
Or Education ◽  
It Service ◽  
Management Standards ◽  
And Control ◽  
It Infrastructure Library ◽  
Education Process

Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, provide guidance and tools for the effective management and control of IT service delivery. These standards are of increasing importance to organizations around the globe. Education about these standards and possibilities for training IT staff are, therefore, important. Universities have a place in this education process; however, academics have not embraced these standards in either research or education about them. Regardless, demand grows for IT staff qualified at various levels, particularly on basic or foundational levels, in these standards. This article considers the training offered and the requirement for education related to IT service management. Benefits to universities, graduates, and industry are numerous including increases in student numbers, enhanced employment options for graduates, and improved IT service quality, but there are challenges too, in particular, how to effectively transfer the knowledge to students who have not experienced the IT service environment firsthand.

Measuring Return on Investment from Implementing ITIL

2009 ◽  
pp. 408-422 ◽  
Author(s):  
Chee Ing Tiong ◽  
Aileen Cater-Steel ◽  
Wui-Gee Tan
Keyword(s):  
Best Practices ◽  
Return On Investment ◽  
Service Management ◽  
Academic Research ◽  
Business Case ◽  
It Infrastructure ◽  
It Service ◽  
Financial Metrics ◽  
Service Managers ◽  
It Infrastructure Library

This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of the IT Infrastructure Library (ITIL) framework. ITIL outlines an extensive set of best practices for IT service management in organizations but as yet there is limited academic research on measuring the return on investment from ITIL adoption. This review considers appropriate metrics which service managers could use to build a business case for ITIL adoption, or ongoing ITIL projects.

scholarly journals IT Process Practices in Kenya

2015 ◽  
Vol 1 (7) ◽  
pp. 48-59
Author(s):  
Stanley Mwangi Chege
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Infrastructure ◽  
It Alignment ◽  
It Service ◽  
Systems Software ◽  
Other Information ◽  
It Organization ◽  
Technology Processes ◽  
It Infrastructure Library

IT processes are the functions and duties that Information Technology (IT) performs. These activities include development and maintenance of applications, supporting infrastructure (e.g., hardware, systems software and networks) as well as managing human resources. All of these activities have some dependency among each other. Information Technology processes is a practice of ensuring that IT organization serves the needs of the business in a systematic manner so that good performance of the enterprise is guaranteed. It is a set of practices and procedures brought together in unison to ensure IT alignment with business needs. Some widely acknowledged and used IT process frameworks to make IT efficient and effective are Control Objectives for Information and related Technology, (COBIT), IT Service management (ITSM) and IT infrastructure library (ITIL) and ISO 38500.

Structuring SOA Governance

2012 ◽  
pp. 56-73
Author(s):  
Michael Niemann ◽  
André Miede ◽  
Wolfgang Johannsen ◽  
Nicolas Repp ◽  
Ralf Steinmetz
Keyword(s):  
Service Oriented Architecture ◽  
Holistic Approach ◽  
Generic Model ◽  
Legal Regulations ◽  
It Infrastructure ◽  
Market Conditions ◽  
Service Oriented Architectures ◽  
It Systems ◽  
Service Oriented

Companies’ IT Systems are confronted with constantly changing market conditions, new competitive threats and a growing number of legal regulations. The service-oriented architecture (SOA) paradigm provides a promising way to address these challenges at the level of a company’s IT infrastructure. These challenges, as well as the management of the newly introduced complexity and heterogeneity, are targeted by SOA Governance approaches. In recent years, a number of concrete frameworks for SOA Governance addressing these issues have been proposed. There is no holistic approach considering all proposed elements, consolidating them in order to form a universally applicable model. In this contribution, we motivate SOA Governance, investigate and compare different approaches, identify common concepts, and derive a generic model for governance of Service-oriented Architectures.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

scholarly journals Analisa Komponen ITSM Pada E-learning Perguruan Tinggi Di Kota Palembang Menggunakan ITIL V.3

2021 ◽  
Vol 15 (1) ◽  
pp. 79
Author(s):  
Safta Hastini ◽  
Widya Cholil
Keyword(s):  
Service Management ◽  
Service Improvement ◽  
It Infrastructure ◽  
Maturity Level ◽  
Technology Service ◽  
E Learning ◽  
Level 3 ◽  
Information Technology Service ◽  
Service Transition ◽  
It Infrastructure Library

E-learning merupakan peralihan proses pembelajaran dari tatap muka langsung di dalam kelas menjadi pembelajaran berbasis digital. Dalam bidang pendidikan, e-learning sebagai kemajuan teknologi informasi telah dimanfaatan sebagai sarana pembelajaran di perguruan tinggi karena dirasakan mampu meningkatkan kegiatan akademik khususnya perguruan tinggi agar menjadi lebih efektif dan efisien. Ketergantungan terhadap TI semakin meningkat untuk mencapai tujuan organisasi perguruan tinggi tersebut. Salah satu tujuan itu adalah menjadi perguruan tinggi bertaraf internasional dan maju dalam ilmu pengetahuan dan teknologi (IPTEK). Dimana perguruan tinggi yang telah memanfaatkan TI dengan baik akan menjadi perguruan tinggi yang lebih diminati oleh masyarakat. Hal ini disebabkan perguruan tinggi telah memanfaatkan TI dalam proses pembelajaran. Oleh karena itu, untuk mendukung penerapannya e-learning perguruan tinggi harus memadai bukan hanya dari aplikasi e-learning maupun user, akan tetapi  proses layanan-layanan berbasis TI pada e-learning perlu diatur dan didukung dengan manajemen layanan TI yang baik agar penerapan e-learning bisa berjalan sesuai dengan yang diharapkan perguruan tinggi. Information Technology Service Management (ITSM) merupakan suatu metode yang sistematis dalam melakukan pengelolaan terhadap layanan TI dengan kerangka kerja IT Infrastructure Library Versi 3 (ITIL v.3) yang terdiri dari 5 proses yaitu service strategy, service design, service transition, service operation dan continual service improvement. ITIL v.3 melakukan perbaikan kualitas layanan TI dan pengukuran secara berkelanjutan terhadap perkembangan layanan TI yang disampaikan kepada pengguna maupun pelanggan, sehingga perguruan tinggi bisa menilai sejauhmana pengelolaan terhadap layanan TI pada e-learning sebagai sarana pembelajaran. Perguruan tinggi yang diteliti adalah perguruan tinggi swasta yang ada di kota Palembang, yaitu Universitas X, Universitas Y dan Universitas Z. Metodologi pengumpulan data menggunakan kuisioner. Selanjutnya data yang didapat dari hasil kuesioner di analisa untuk mengetahui kondisi sistem yang sedang berjalan. Berdasarkan hasil rata-rata penilaian terhadap proses ITIL v.3 nilai maturity level masing-masing perguruan tinggi yang diteliti menghasilkan nilai maturity level 3 (defined). Defined artinya proses-proses yang direncanakan dan sudah dilaksanakan secara rutin dan didokumentasikan dengan standar tertentu.

Development of Library’s IT Strategy

2010 ◽  
pp. 34-38
Author(s):  
Natalia Redkina
Keyword(s):  
Information Systems ◽  
Information Technologies ◽  
Service Management ◽  
Information Resources ◽  
Application Software ◽  
It Service Management ◽  
It Infrastructure ◽  
System Software ◽  
It Service ◽  
Software Information

The snowballing of information technologies dictates new requirements for development of library strategy in the sphere of information systems' usage (application software), IT infrastructure (computers, telecommunications, system software), information resources, IT Service Management (HR).

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.

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