Self-Service-Portale für das IT-Service-Request-Management: Identifikation relevanter Use-Cases

ZusammenfassungUnternehmen sind im Rahmen ihrer Digitalisierungsvorhaben vermehrt auf der Suche nach einem ihrer IT-Service-Management(ITSM)-Software-Suite ergänzenden Self-Service-Portal. Damit sollen sich Mitarbeiter über die im Service-Katalog enthaltenen IT-Services informieren und eigenständig unterschiedliche Service-Request-Arten auslösen können. Die Self-Service-Portal-Auswahl und -Einführung stellen Unternehmen jedoch vielfach vor eine Herausforderung. Als Gründe gelten insbesondere die hohe Komplexität von ITSM-Software-Suiten, deren vielschichtige Verzahnung innerhalb der Unternehmensarchitektur und der große, intransparente Tool-Markt. Zudem weisen die erhältlichen Self-Service-Portale im Standard gegenwärtig mehrheitlich einen relativ niedrigen Reifegrad auf. Die Forschung befindet sich im Bereich der Self-Service-Portale im Allgemeinen und bezüglich deren notwendigem Funktionsumfang im Besonderen noch relativ am Anfang und trägt somit wenig zur Problemlösung bei. Vor diesem Hintergrund geht vorliegender Beitrag im Rahmen einer explorativen Einzelfallstudie innerhalb eines Großunternehmens der Frage nach, welche Use-Cases (Service-Request-Typen) ein Self-Service-Portal abbilden sollte. Zentrales Ergebnis ist ein aus 16 Use-Cases bestehender Katalog, der als Referenz gleichermaßen für anbietende und einführende Unternehmen dienen kann. Der Beitrag zeigt, dass Mitarbeiter vielfältige Anliegen haben, die weit über die Neubestellung und Kündigung von IT-Services hinausgehen. Diesem Umstand sollte ein Self-Service-Portal gerecht werden.

Pengembangan framework pembelajaran kolaboratif untuk institusi pemerintah menggunakan ADDIE dan ISO 20000

Revolusi Industri 4.0 dan kondisi pandemi Covid-19 mendorong pemerintah untuk segera melakukan penyesuaian pada budaya kerja. Salah satu budaya kerja yang perlu disesuaikan adalah sistem pembelajaran untuk para Aparatur Sipil Negara (ASN). Sistem pembelajaran konvensional perlu disesuaikan menjadi pembelajaran jarak jauh dengan pemanfaatan internet. Pengembangan sistem pembelajaran membutuhkan panduan agar sistem yang dibangun sesuai dengan target peserta didik, yaitu ASN. Diharapkan, sistem pembelajaran dapat membangun budaya kerja sama serta dikelola dengan standar manajemen layanan TI untuk menjamin keberlangsungan sistem tersebut. Penelitian ini bertujuan untuk mengembangkan sebuah framework pembelajaran untuk institusi pemerintah. Framework dikembangkan dengan menggunakan metode Design Science Research Methodology. Penelitian ini berhasil menunjukkan bahwa sebuah Framework pembelajaran dapat dikembangkan dengan menggabung beberapa konsep seperti: multimedia, pembelajaran kolaboratif dengan independen konten, andragogi, dan ADDIE Model sebagai kerangka utama pembelajaran yang selanjutnya dipetakan ke dalam sebuah standar dalam manajemen layanan TI yaitu ISO 20000.Development of collaborative learning frameworks for government institutions using ADDIE and ISO 20000Abstract4.0 Industrial Revolution and conditions of Covid-19 pandemic pushed the government to adjust their work culture immediately. One work culture that needs to be adjusted is the learning system for Civil Servants. The conventional learning system needs to be adapted into distance learning using the internet. The development of a learning system requires guidance so that the system is built according to the learners. Hopefully, the learning system can build a culture of cooperation and adopt IT service management standards to ensure the system's sustainability. This study aims to develop a learning framework for government institutions. The framework was developed using Design Science Research Methodology. This study has successfully shown that a learning framework can be developed by combining several concepts such as multimedia, collaborative learning with independent content, andragogy, and the ADDIE Model as the main learning framework, which is then mapped into ISO 20000 as a standard in IT service management.

A comprehensive study of the role of cloud computing on the information technology infrastructure library (ITIL) processes

PurposeInformation technology infrastructure library (ITIL) is a commonly utilized IT service management execution technique that helps IT services to be planned, designed, selected, operated and continuously improved. ITIL procedures are utilized to measure the efficiency of IT service management procedures and their association with the accelerated system development of cloud systems. The challenges faced in IT deployment and maintenance management significantly restrict cloud computing services' reliability. Therefore, this article aims to review a comprehensive study of the role of cloud computing on the ITIL processes.Design/methodology/approachEach enterprise strives to stay competitive in the market and offers the services its consumers are looking for, all in line with cost-effectiveness and client needs. The ITIL framework provides best practice guidance for IT service management that includes a collection of ample publications supplying detailed guidelines on the management of IT functions, processes, responsibilities and roles associated with IT service management. On the other hand, the way companies employ IT services with an effect on the role of enterprise infrastructure is altered by cloud computing. Hence, the investigation makes utilization of a systematic literature review (SLR) detailing crucial success factors of cloud computing execution in ITIL. The authors have recognized 35 valuable contributions, providing a comprehensive view of study in this field, of which 22 papers were found according to some filters that have been analyzed in this article. Selected articles are presented in two groups, including cloud service and cloud service providers.FindingsOwing to the overall expense of execution and problems with combining the ITIL approach with the existing organizational IT strategic strategy, ITIL adoption has begun to wane over the last few years. An established methodology for ITIL deployment that will assure long-term success for those wanting to use private cloud procurement will be the most important inference that can be taken from this article. ITIL offers a perfect platform to execute and support cloud applications effectively. IT will prevent cloud sprawl and instability, reduce the likelihood of service interruption and optimize customer loyalty by merging humans, procedures and technologies into hybrid environments.Research limitations/implicationsThis survey is more aimed at specialists such as IT experts; so, further evaluations must also be carried out in order to understand the company's views on the risks and advantages of adopting ITIL. In addition, non-English articles are not discussed in this article.Practical implicationsThe study outcomes would help suppliers of cloud computing services assess their service quality and ensure customer satisfaction with the quality of cloud computing services. The outcomes will also supply a reference for cloud infrastructure customers to assess and choose various kinds of cloud computing services.Originality/valueAn SLR with perspectives from ITIL professionals and business studies is the benefit of this report. By offering a more thorough framework that helps companies achieve efficiency, effectiveness and creativity in ITIL execution, this article would be useful for ITIL clients, decision-makers and developers.