Relevant bibliographies by topics / IT Service Management (ITSM)

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'IT Service Management (ITSM)'

Author: Grafiati
Published: 4 June 2021
Last updated: 4 February 2022

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Journal articles on the topic "IT Service Management (ITSM)"

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Cronholm, Stefan, and Nicklas Salomonson. "Measures that matters: service quality in IT service management." International Journal of Quality and Service Sciences 6, no. 1 (March 11, 2014): 60–76. http://dx.doi.org/10.1108/ijqss-12-2012-0022.

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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.
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Bozga, Liviu, and Marian Gheorghe. "Trends in ICT Service Management." Applied Mechanics and Materials 760 (May 2015): 715–20. http://dx.doi.org/10.4028/www.scientific.net/amm.760.715.

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The importance of information technology service management, ITSM, is fully recognized today. All companies, regardless of their size, accept the role of IT services and products, as the main supports for decision and control activities. The present contribution aims to analyze the main steps in the evolution of ITSM and its evolvement as a well-defined domain. There are analyzed, also, the main economical and technical factors influencing its evolution - the increase of competition among the IT service providers, the technical progress in hardware and availability of digital technologies.
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Blanke, Mark S., and Thomas Abraham. "Leveraging Service Management to Achieve Sustainability Goals." International Journal of Information Systems and Social Change 5, no. 4 (October 2014): 58–72. http://dx.doi.org/10.4018/ijissc.2014100104.

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Information Technology can play a significant role in supporting and even driving sustainability strategies in an organization. However, many small and mid-size enterprises (SMEs) often separate their “Green IT” initiatives from existing business and IT strategy. The authors describe how one SME used IT service management (ITSM) to clarify and improve their IT services and to integrate sustainability into the IT function. Their case provides a detailed description of ITSM and also shows that ITSM offers a framework for SMEs to integrate sustainability into the IT operations.
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Rouhani, Saeed. "A fuzzy superiority and inferiority ranking based approach for IT service management software selection." Kybernetes 46, no. 4 (April 3, 2017): 728–46. http://dx.doi.org/10.1108/k-05-2016-0116.

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Purpose Information technology service management (ITSM) has become a major IT department management system in organizations. Successful implementation of ITSM depends on select adequate ITSM software. Evaluation and selection of the ITSM solution or software packages is complicated and time-consuming decision-making problem. This paper aims to present an approach for dealing with such a problem. Design/methodology/approach This approach introduces functional, non-functional requirements and novel fuzzy out-ranking evaluation method for ITSM software selection. The presented approach breaks down ITSM software selection criteria into two broad categories, namely, functional (service strategy, service design, service transition, service operation, continual service improvement according to Information Technology Infrastructure Library V3) and non-functional requirements (quality, technical, vendor, implementation) including totally 46 selection criteria. A novel fuzzy superiority and inferiority ranking (FSIR) was developed and made applicable for ITSM software selection based on identified criteria. Findings The proposed approach is applied to IT services company to select and acquire ITSM software, and the provided numerical example illustrates the applicability of the approach for this choice. The approach can facilitate firms to achieve suitable ITSM software and have a precise acquisition decision; however, the limitation of dependency on experts’ competence and proficiency in the both ITSM field and IT technical issues exists. Research limitations/implications The approach can facilitate firms to achieve suitable ITSM software and have a precise acquisition decision; however, the limitation of dependency on experts’ competence and proficiency in the both ITSM field and IT technical issues exists. Practical implications Facilitating of ITSM implementation through its handy software selection is the major impact of current research. Originality/value A facile FSIR-based approach for software selection has been customized to contribute to the current literature in the ITSM field. Facilitating of ITSM implementation through its handy software selection is the major impact of current research.
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Shahsavarani, Narges, and Shaobo Ji. "Research in Information Technology Service Management (ITSM) (2000 – 2010)." International Journal of Information Systems in the Service Sector 6, no. 4 (October 2014): 73–91. http://dx.doi.org/10.4018/ijisss.2014100105.

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In information systems (IS) research, Information Technology Service Management (ITSM) has become a popular research area among IS and management researchers as a result of industry push and the development and advancement of research in service sciences. From academic perspective, a growing number of papers have been published addressing many aspects of ITSM issues. This paper presents the results based on a study of comprehensive review of publications in ITSM from 2000 to 2010. A total of 152 research papers from leading information systems (IS) journals and conference proceedings were identified, categorized and analyzed from the perspectives of reference discipline, theoretical foundation, research method, level of analysis, and research topic. The findings suggest five primary conclusions: 1) there is generally a lack of theoretically driven researches; 2) the field is still improving, with a growing number of published papers dealing with the development of concepts, constructs, models, methods and implementations for theory formalization; 3) ITSM performance issues, justifications, and IT Infrastructure Library (ITIL) topics are among the most popular topics of research; 4) ITSM researchers do not seem to consider research at an individual level; 5) the most popular research method was the conceptual orientation. Recommendations for future research in ITSM are presented and articulated.
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Trinidad, Manuel, Elena Orta, and Mercedes Ruiz. "Gamification in IT Service Management: A Systematic Mapping Study." Applied Sciences 11, no. 8 (April 9, 2021): 3384. http://dx.doi.org/10.3390/app11083384.

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Despite the benefits of adopting IT Service Management (ITSM) reference models, such initiatives do not always produce the expected results. The research literature in this area concludes that motivation, engagement, skills, experience, performance and willingness to change of the personnel involved are among the critical factors for an effective ITSM implementation. Gamification has the capability to improve people’s motivation and engagement and to drive people’s behavior to meet the objectives set. Besides, gamification is widely used in learning systems for increasing students’ skills and competences. In the last years, many researchers have added gamification to their process improvement initiatives to increase the motivation and engagement of process participants and to address their behavior throughout the process. Thus, we consider that adopting gamification in ITSM processes can be an interesting area of study. In this paper, we conducted a systematic mapping study to analyze the actual state of research in the field of ITSM gamification and identify the key challenges that justify future research. The results of our study highlight the positive impact of adopting gamification in ITSM processes and that ITSM gamification is a novel an attractive research area with many action possibilities.
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Serrano, João, João Faustino, Daniel Adriano, Rúben Pereira, and Miguel Mira da Silva. "An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices." Information 12, no. 3 (March 5, 2021): 111. http://dx.doi.org/10.3390/info12030111.

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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.
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Berihun, Getamesay Biyadgilign, and Dereje Teferi. "Developing an Improved ITSM Framework for Ethio Telecom." Journal of Information Systems and Informatics 3, no. 2 (June 25, 2021): 433–55. http://dx.doi.org/10.33557/journalisi.v3i2.145.

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Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction.
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Rouhani, Saeed, and Ahad Zare Ravasan. "A Fuzzy TOPSIS based Approach for ITSM Software Selection." International Journal of IT/Business Alignment and Governance 5, no. 2 (July 2014): 1–26. http://dx.doi.org/10.4018/ijitbag.2014070101.

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Nowadays a growing interest in Information Technology Service Management (ITSM) proves the trends and needs of their implementation in organizations. In order to implement an ITSM project successfully in an organization, it is essential to select a suitable ITSM software. Evaluation and selection of the ITSM software packages is complicated and time consuming decision making process. This paper presents an approach for dealing with such a problem. This approach introduces functional, non-functional and fuzzy evaluation method for ITSM software selection. The presented ITIL based approach breaks down ITSM software selection criteria into two broad categories namely functional (service strategy, service design, service transition, service operation, continual service improvement according to ITIL V3) and non-functional requirements (quality, technical, vendor, implementation) including totally 46 selection criteria. A facile Fuzzy Technique for Order Preference by Similarity to Ideal Solution (FTOPSIS) was customized for ITSM software selection based on identified criteria. The proposed approach is applied to a local Iranian company in the field of IT services in order to select and acquire an ITSM software and the provided numerical example illustrates the applicability of the approach for ITSM software selection. The approach can help practitioners assess ITSM software more properly and have a better software acquisition decision with growth in customer satisfaction and service time reduction.
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Berihun, Getamesay, and Dereje Teferi Lemma. "Developing an Improved ITSM Framework for Ethio Telecom." International Journal of Computer and Information System (IJCIS) 2, no. 3 (July 7, 2021): 64–74. http://dx.doi.org/10.29040/ijcis.v2i3.35.

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Abstract—Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. Hence, developing an improved and customized ITSM framework to manage the various IT services delivered by the IT service provider is important.To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction. Design science research methodology was employed to design and develop the ITSM framework. Furthermore, a qualitative research approach was followed to gather and analyze the primary data. Semi-structured interviews, observation, and document analysis were employed to collect different kinds of data. Also, thematic analysis was used to analyze the data that was collected from the respondents. A triangulation technique was applied to keep the validity and reliability of the research study. The findings of the research revealed that the existing ITSM practice did not address the needs of the organization. Finally, a new ITSL framework was proposed by incorporating the needs of the organization and demonstrated to selected respondents after passing through rigorous design, development, and evaluation stages. The proposed framework was evaluated by various IT staff through validated evaluation models. Consequently, the evaluation result disclosed that the proposed framework can help to improve the current ITSM practice of the company by maximizing the quality of IT services and customer satisfaction.
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Dissertations / Theses on the topic "IT Service Management (ITSM)"

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Lukavcová, Kateřina. "Problematika implementace ITSM." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-165191.

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The main objective of this diploma thesis is to identify the problems (restrictions, impasses) which are connected with the practical implementation described in the ITIL publication - the processes of ITSM. For achieving these objectives it was necessary to study extensive library of methodologies and standards that are being used in the area of IT service management (i.e. ITIL, CobiT, and ISO 20000). The conclusion is based on the results of consultations with the practicing specialists. The form of these consultations was a questionnaire elaborated in advance. The whole thesis can be separated into two logical units: the theoretical one and the practical one. The structure of theoretical part and the content of individual chapters are designed so that the reader can progressively acquire knowledge about the position of ITSM/ITIL in the area of methodologies and legislative standards intended for operating organization as a whole. In the other part of this thesis the relationship between, actually the most prestigious, two approaches to IT service management: ITSM and IT Governance is described. The chapter presenting other similar methodologies for IT service management follows in logical sequences. The introduction of practical part is dedicated to the basic characteristics of various ways of ITSM implementation (from the position of system integrator, in the form of internal project and in the public sector). The conclusion is divided into three units of the same titles as the main headstones of ITSM, these headstones are: the people, the tools and the processes. For every single unit I have elaborated the summary of the restrictions and the impasses that can appear during practical implementation of ITSM. The main contribution of this diploma thesis is just the last-mentioned, the compilation of summary of impasses related do the practical implementation of IT Service Management.
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Rabbi, Md Forhad. "An IT Service Taxonomy for Elaborating IT Service Catalog." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3440.

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In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.
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Antalík, Dominik. "Návrh zavedení ITSM s využitím rámce ITIL se zaměřením na bezpečnost." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2018. http://www.nusl.cz/ntk/nusl-378360.

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The diploma thesis solves proposals for improving the quality of providing IT services and their optimization in the interest of the company and its business goals. For the needs of user-friendly IT services with optimized cost, the processes, functions, roles of employees and technology need to be a benefit for the business. By adopting and adapting the ITIL framework, it will be possible to increase the efficiency and effectiveness of providing IT services, to clearly define the IT service management and to define the main processes with the relevant objectives. The ITIL framework uses best practices that have been successfully used in other organizations. Practically proven processes, improved service quality and long-term optimization with continuous improvement offer cost-cutting potential. ISO/IEC 27013:2015 provides guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 200001 will be helpful in maintaining the integrity of the current information security management system with the design of IT services management.
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Gryc, Václav. "Integrace ITSM aplikací prostřednictvím webových služeb a IBM cloudu." Master's thesis, Vysoké učení technické v Brně. Fakulta elektrotechniky a komunikačních technologií, 2021. http://www.nusl.cz/ntk/nusl-442350.

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This thesis is focused on developing software with ITSM integration features. The aim of this work is to design a suitable software architecture for integration applications in a cloud environment. Due to the use of the solution for many customers, emphasis is placed on sustainability and reusability. After wide technology analysis, a web application has been created that is fully configurable to meet a wide range of customer needs. It is decided to use the Node.js environment and the Loopback 4 framework for application development. To ensure lower costs for the operation of cloud resources, compared to competing technologies such as Java. The entire system is deployed in IBM Cloud. The resulting application is put into production by IBM.
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Šimčík, Vlastimil. "Model Incident managementu v dialogovém rozhraní e-commerce." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223118.

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This essay deal with implementation of the Incident management as one of the possible means to minimize risks and losses arising from failures in the organization’s infrastructure and inaccessibility of their "business-critical" applications. It focuses primarily on the organization focused on electronic commerce.
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Ramachandran, Selvakumar, and Lavanya Santapoor. "An Exploratory Study on the Relationship between Software Management and IT Service Management." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3163.

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Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services.
The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management
+46762509249
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Assad, Muhammad Imran, and Mian Abbas Ahmad. "Guidelines for ITIL Implementation : A Framework for IT Service Management." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-28764.

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Information Technology Infrastructure Library (ITIL) is the most popular andthe influential framework for IT Service Management (ITSM). It is used for ITgovernance, management and control of IT services. It comprises of definedand best practices, developed in 1980’s by British Government Central ComputerTelecommunication Agency. The purpose of this thesis is to present theguidelines to implement ITIL. Available literature on ITIL discusses the importanceof ITIL, its benefits, facilitating and challenging factors associatedwith implementation. But the steps to implement ITIL have so far not beendiscussed. We take the opportunity to explore empirical data from industry andliterature to get to know different strategies and approaches used by IT professionalsfor implementing the ITIL framework.To fulfil the purpose, we stated three research questions: “What are facilitatingfactors for the ITIL Implementation?”, “What are the challenging factors forthe ITIL Implementation?”, and “Based on facilitating factors and barriers,what are the guidelines for a successful ITIL implementation?”. Literature wasreviewed to extract required factors and senior IT professionals from two organisationswere interviewed to get to know what factors had been facilitators and barriers for them. The extracted factors were compiled, grouped and analysedto develop implementation steps. The result of this thesis is a framework developed implementation steps, which any organisation can use as guidelineto adapt ITIL framework. These steps consist of four phases highlighting significantfactors needed for the successful implementation. Among the highlighted factors were top management support, ITIL skills of implementer, resistanceto change, financial support, staff training, process mapping, documentation,project management and governance are the most important factors which influence the implementation process.
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Grewal, Sandeep Kaur, and n/a. "Issues in IT Governance & IT service management - a study of their adoption in Australian universities." University of Canberra. Information Sciences & Engineering, 2006. http://erl.canberra.edu.au./public/adt-AUC20060804.092632.

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IT service management (ITSM) has emerged as one of the approaches to implementing IT Governance in Australian Universities. A number of ITSM frameworks have been proposed however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related Technology (COBIT) have been most widely accepted and implemented internationally and within Australia. The research reported in this thesis was undertaken to shed light on the issues related to ITIL adoption and implementation within Australian universities. To date academic research in ITIL adoption and implementation has not been extensive as it is comparatively a new framework, especially within Australian universities. The theoretical framework proposed in this thesis has IT service management as the central concept, implementing IT Governance to align the university and technology. This framework is used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed case study on one university�s experience. This research reveals a complex web of factors relating to ITIL implementation including; the pre-implementation process; processes implemented; order of implementation; hiring external expertise;, tool selection;, staff training; ongoing assessments; managing cultural change; managing learning curve and resource strain. The findings provide an insight into practical lessons for other Australian universities or similar organisations considering implementing IT Governance through IT Service management frameworks. The method used in this research may be useful for other organisations and researchers analysing universities and similar organisations implementing ITIL. IT Governance and IT service management frameworks are diverse and important areas which open a poorly researched field for further work.
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Soukup, Zdeněk. "Technická podpora managementu incidentů." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2012. http://www.nusl.cz/ntk/nusl-412870.

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The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).
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Platil, Josef. "Možnosti poskytování služeb veřejné správy pomocí metodiky ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-85234.

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This thesis aims to answer a question whether it is possible to provide public administration as a service and how can ITIL be used. The thesis is divided into three parts. In the first part of the thesis the theory of management is broken down, the basic concepts are explained and a brief history of the development of public administration in the Czech Republic to the present as well as briefly introducing the expected developments in the near future. The second part of the thesis explains the ITIL framework as the de facto standard for IT management. This Includes the life cycle services, starting with the requirements of customer service through service strategy, service design, service transition, service operation and the ending stages of continuous service improvement. Third section introduces the concept of PAIL as an analogy to the ITIL methodology. Removing the "IT" from "ITIL" makes an "IL", an infrastructure library of good practice, where we find instructions on how to provide, generally, any form of infrastructure services. The essence of this methodology, it the "IL", featuring the specifics of public administration "PA", thus arises as the methodology "PAIL", a " public administration infrastructure library". The design of PAIL takes into account the differences between public administration and providing IT services, however the two methodologies are based on the same principles of service management. As an example of possible implementation in public administration PAIL shows the applicability of the methodology on the example of a single point of contact for the public administration called the "Public Service Desk".
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Books on the topic "IT Service Management (ITSM)"

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The ITSm process design guide: Developing, reengineering, and improving IT service management. Ft. Lauderdale, FL: J. Ross Pub., 2010.

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Museum information service: Its management and marketing. Delhi: Pratibha Prakashan, 2008.

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Forbes, Pauline Mary. Agentisation: Its implications for human resource management in the Northern Ireland Civil Service. [s.l: The Author], 1993.

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Chernyavskiy, Aleksandr. Service right. ru: INFRA-M Academic Publishing LLC., 2020. http://dx.doi.org/10.12737/1014650.

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The tutorial provides the scientific and theoretical basis of knowledge on civil service in institutions and organizations, information about the official duties and rights of individuals, firms, associations and other structures. The material is based on modern regulatory documents, both Russian and foreign and international human rights, public service system and aspects of its regulation and further reforms. Meets the requirements of Federal state educational standards of higher education of the last generation. For students of educational institutions of higher education studying in areas of training 40.03.01 "Jurisprudence" and 38.03.04 "State and municipal management", as well as occupations involving the study of constitutional, administrative and labour law. Can be useful for teachers, postgraduate students, civil servants, and also for anyone interested in the issues of regulation of the public service.
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United States. Government Accountability Office. U.S. Postal Service: The service's strategy for realigning its mail processing infrastructure lacks clarity, criteria, and accountability : report to the Chairman and Ranking Member, Special Panel on Postal Reform and Oversight, Committee on Government Reform, House of Representatives. Washington, D.C: GAO, 2005.

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Brown, Marianne J. U.S. Postal Service: Efforts and issues to restore its financial stability. Hauppauge, N.Y: Nova Science Publisher's, 2011.

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United States. Congress. Senate. Committee on Governmental Affairs. U.S. Postal Service: What can be done to ensure its future viability? : hearing before the Committee on Governmental Affairs, United States Senate, One Hundred Eighth Congress, first session, September 17, 2003. Washington: U.S. G.P.O., 2003.

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California. Bureau of State Audits. Vacant positions: Departments have circumvented the abolishment of vacant positions, and the state needs to continue its efforts to control vacancies. Sacramento, Calif: Bureau of State Audits, 2002.

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Boyce, Conor. Customer care/service management in small manufacturing firms in Donegal and its relationship to performance. [s.l: The Author], 1994.

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United States. Congress. Senate. Committee on Governmental Affairs. U.S. Postal Service: What can be done to ensure its future viability? : hearing before the Committee on Governmental Affairs, United States Senate, One Hundred Eighth Congress, first session, September 17, 2003. Washington: U.S. G.P.O., 2003.

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Book chapters on the topic "IT Service Management (ITSM)"

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Beims, Martin, and Michael Ziegenbein. "ITSM und Projektmanagement." In IT-Service-Management in der Praxis mit ITIL®, 305–42. München: Carl Hanser Verlag GmbH & Co. KG, 2014. http://dx.doi.org/10.3139/9783446441484.007.

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Mitrakis, Nikolaos. "ITSM in der Digitalisierung." In Die Ausrichtung des IT-Service-Managements auf die Digitalisierung, 75–99. Wiesbaden: Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-25380-6_5.

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Morana, Stefan, Timo Gerards, and Alexander Mädche. "ITSM ProcessGuide – A Process Guidance System for IT Service Management." In New Horizons in Design Science: Broadening the Research Agenda, 406–10. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-18714-3_32.

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Kleber, Ulrich, Frédéric Herrmann, and Ulrich Horstmann. "Platform Management with SA Forum and Its Role to Achieve High Availability." In Service Availability, 142–54. Berlin, Heidelberg: Springer Berlin Heidelberg, 2008. http://dx.doi.org/10.1007/978-3-540-68129-8_12.

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Yang, Jitao. "Customer Relationship Management for Personalized Nutrition Service." In Computational Science and Its Applications – ICCSA 2020, 992–1002. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-58817-5_70.

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Padgett, James, Mohammed Haji, and Karim Djemame. "SLA Management in a Service Oriented Architecture." In Computational Science and Its Applications – ICCSA 2005, 1282–91. Berlin, Heidelberg: Springer Berlin Heidelberg, 2005. http://dx.doi.org/10.1007/11424925_133.

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Chiabai, Aline, Lorena Rocca, and Livio Chiarullo. "A Service Quality Model for Web-Services Evaluation in Cultural Heritage Management." In Computational Science and Its Applications - ICCSA 2011, 227–42. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-21887-3_18.

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Chunpir, Hashim Iqbal, and Mostafa Ismailzadeh. "Comparison of Information Technology Service Management (ITSM) Practices in e-Infrastructures, Libraries, Public Administration and the Private Sector." In Advances in Intelligent Systems and Computing, 32–41. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-19135-1_4.

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Brunner, M., and C. Hullo. "GMPLS Fault Management and Its Impact on Service Resilience Differentiation." In Integrated Network Management VIII, 665–78. Boston, MA: Springer US, 2003. http://dx.doi.org/10.1007/978-0-387-35674-7_63.

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Gao-feng, Ji, Tang Yong, and Jiang Yun-cheng. "A Service-Oriented Group Awareness Model and Its Implementation." In Knowledge Science, Engineering and Management, 139–50. Berlin, Heidelberg: Springer Berlin Heidelberg, 2006. http://dx.doi.org/10.1007/11811220_13.

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Conference papers on the topic "IT Service Management (ITSM)"

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Weng, Liang, and Baozhang Weng. "Research on Enterprise ITSM Knowledge Management Model." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5304329.

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Yao, Zhong, and Xin Wang. "An ITIL based ITSM practice: A case study of steel manufacturing enterprise." In 2010 7th International Conference on Service Systems and Service Management (ICSSSM 2010). IEEE, 2010. http://dx.doi.org/10.1109/icsssm.2010.5530204.

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Deutscher, Jan-Helge, and Carsten Felden. "Concept for implementation of cost effective Information Technology Service Management (ITSM) in organizations." In 2010 IEEE/IFIP Network Operations and Management Symposium Workshops. IEEE, 2010. http://dx.doi.org/10.1109/nomsw.2010.5486580.

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Baioco, Gleison, Andre Cypriano Monteiro Costa, Camilo Zardo Calvi, and Anilton Salles Garcia. "IT service management and governance modeling an ITSM Configuration process: A foundational ontology approach." In 2009 IFIP/IEEE International Symposium on Integrated Network Management-Workshops (IM). IEEE, 2009. http://dx.doi.org/10.1109/inmw.2009.5195930.

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Pathak, Ramesh C., and Pankaj Khandelwal. "A Model for Hybrid Cloud Integration: With a Case Study for IT Service Management (ITSM)." In 2017 IEEE International Conference on Cloud Computing in Emerging Markets (CCEM). IEEE, 2017. http://dx.doi.org/10.1109/ccem.2017.26.

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Sukmandhani, Arief Agus, Bambang Dwi Wijanarko, Eric Gunawan, Devriady Pratama, Ford Lumban Gaol, and Indrajani Sutedja. "Measurement effectiveness and efficiency to improve the IT services using ITSM." In 2017 International Conference on Information Management and Technology (ICIMTech). IEEE, 2017. http://dx.doi.org/10.1109/icimtech.2017.8273561.

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Gonzalez-Bañales, Dora Luz, and Teresa Lucio Nieto. "Lessons learned from the implementation of a Service Management Office: the case of a World Food company in Latin America." In INNODOCT 2019. Valencia: Universitat Politècnica de València, 2019. http://dx.doi.org/10.4995/inn2019.2019.10048.

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This paper presents the case of evolution and lessons learned in information technology service management (ITSM) of a World Food Company in Latin America, with an emphasis on their process-driven strategy for integral transformation through the Information Technology Infrastructure Library (ITIL), as well as the creation of their Service Management Office (SMO). Their experience in implementing ITIL and an SMO presenting their roadmap and main challenges. As an extra added value, service quality has been enhanced through the use of business indicators and commitments from three perspectives: people, processes and technologies. These results reveal that the SMO has become a strategic complement for IT, in addition to being a fundamental element to ensure quality and efficiency in technology service management.
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Cheng, X., and W. H. Li. "Research on intelligent service scheduling model based on service level optimization." In 2015 International Conference on Industrial Technology and Management Science. Paris, France: Atlantis Press, 2015. http://dx.doi.org/10.2991/itms-15.2015.418.

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Wang, Ming-Tzong, Sophia S. C. Wang, Simon W. C. Wang, and Brian C. J. Lee. "Service Quality and Its Application in Medical Service." In International Conference on Engineering, Project, and Production Management. Association of Engineering, Project, and Production Management, 2010. http://dx.doi.org/10.32738/ceppm.201010.0020.

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Bai, Changhong, Ye Chen, and Wei Qiu. "Service Brand Internalization: A Concept Model and its Marketing Implications." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320556.

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Reports on the topic "IT Service Management (ITSM)"

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Stout, Carl F., and John B. Handy. The Public Health Service Commissioned Corps: Strengthening Its Role and Management. Fort Belvoir, VA: Defense Technical Information Center, February 1989. http://dx.doi.org/10.21236/ada215949.

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McKenna, Patrick, and Mark Evans. Emergency Relief and complex service delivery: Towards better outcomes. Queensland University of Technology, June 2021. http://dx.doi.org/10.5204/rep.eprints.211133.

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Emergency Relief (ER) is a Department of Social Services (DSS) funded program, delivered by 197 community organisations (ER Providers) across Australia, to assist people facing a financial crisis with financial/material aid and referrals to other support programs. ER has been playing this important role in Australian communities since 1979. Without ER, more people living in Australia who experience a financial crisis might face further harm such as crippling debt or homelessness. The Emergency Relief National Coordination Group (NCG) was established in April 2020 at the start of the COVID-19 pandemic to advise the Minister for Families and Social Services on the implementation of ER. To inform its advice to the Minister, the NCG partnered with the Institute for Governance at the University of Canberra to conduct research to understand the issues and challenges faced by ER Providers and Service Users in local contexts across Australia. The research involved a desktop review of the existing literature on ER service provision, a large survey which all Commonwealth ER Providers were invited to participate in (and 122 responses were received), interviews with a purposive sample of 18 ER Providers, and the development of a program logic and theory of change for the Commonwealth ER program to assess progress. The surveys and interviews focussed on ER Provider perceptions of the strengths, weaknesses, future challenges, and areas of improvement for current ER provision. The trend of increasing case complexity, the effectiveness of ER service delivery models in achieving outcomes for Service Users, and the significance of volunteering in the sector were investigated. Separately, an evaluation of the performance of the NCG was conducted and a summary of the evaluation is provided as an appendix to this report. Several themes emerged from the review of the existing literature such as service delivery shortcomings in dealing with case complexity, the effectiveness of case management, and repeat requests for service. Interviews with ER workers and Service Users found that an uplift in workforce capability was required to deal with increasing case complexity, leading to recommendations for more training and service standards. Several service evaluations found that ER delivered with case management led to high Service User satisfaction, played an integral role in transforming the lives of people with complex needs, and lowered repeat requests for service. A large longitudinal quantitative study revealed that more time spent with participants substantially decreased the number of repeat requests for service; and, given that repeat requests for service can be an indicator of entrenched poverty, not accessing further services is likely to suggest improvement. The interviews identified the main strengths of ER to be the rapid response and flexible use of funds to stabilise crisis situations and connect people to other supports through strong local networks. Service Users trusted the system because of these strengths, and ER was often an access point to holistic support. There were three main weaknesses identified. First, funding contracts were too short and did not cover the full costs of the program—in particular, case management for complex cases. Second, many Service Users were dependent on ER which was inconsistent with the definition and intent of the program. Third, there was inconsistency in the level of service received by Service Users in different geographic locations. These weaknesses can be improved upon with a joined-up approach featuring co-design and collaborative governance, leading to the successful commissioning of social services. The survey confirmed that volunteers were significant for ER, making up 92% of all workers and 51% of all hours worked in respondent ER programs. Of the 122 respondents, volunteers amounted to 554 full-time equivalents, a contribution valued at $39.4 million. In total there were 8,316 volunteers working in the 122 respondent ER programs. The sector can support and upskill these volunteers (and employees in addition) by developing scalable training solutions such as online training modules, updating ER service standards, and engaging in collaborative learning arrangements where large and small ER Providers share resources. More engagement with peak bodies such as Volunteering Australia might also assist the sector to improve the focus on volunteer engagement. Integrated services achieve better outcomes for complex ER cases—97% of survey respondents either agreed or strongly agreed this was the case. The research identified the dimensions of service integration most relevant to ER Providers to be case management, referrals, the breadth of services offered internally, co-location with interrelated service providers, an established network of support, workforce capability, and Service User engagement. Providers can individually focus on increasing the level of service integration for their ER program to improve their ability to deal with complex cases, which are clearly on the rise. At the system level, a more joined-up approach can also improve service integration across Australia. The key dimensions of this finding are discussed next in more detail. Case management is key for achieving Service User outcomes for complex cases—89% of survey respondents either agreed or strongly agreed this was the case. Interviewees most frequently said they would provide more case management if they could change their service model. Case management allows for more time spent with the Service User, follow up with referral partners, and a higher level of expertise in service delivery to support complex cases. Of course, it is a costly model and not currently funded for all Service Users through ER. Where case management is not available as part of ER, it might be available through a related service that is part of a network of support. Where possible, ER Providers should facilitate access to case management for Service Users who would benefit. At a system level, ER models with a greater component of case management could be implemented as test cases. Referral systems are also key for achieving Service User outcomes, which is reflected in the ER Program Logic presented on page 31. The survey and interview data show that referrals within an integrated service (internal) or in a service hub (co-located) are most effective. Where this is not possible, warm referrals within a trusted network of support are more effective than cold referrals leading to higher take-up and beneficial Service User outcomes. However, cold referrals are most common, pointing to a weakness in ER referral systems. This is because ER Providers do not operate or co-locate with interrelated services in many cases, nor do they have the case management capacity to provide warm referrals in many other cases. For mental illness support, which interviewees identified as one of the most difficult issues to deal with, ER Providers offer an integrated service only 23% of the time, warm referrals 34% of the time, and cold referrals 43% of the time. A focus on referral systems at the individual ER Provider level, and system level through a joined-up approach, might lead to better outcomes for Service Users. The program logic and theory of change for ER have been documented with input from the research findings and included in Section 4.3 on page 31. These show that ER helps people facing a financial crisis to meet their immediate needs, avoid further harm, and access a path to recovery. The research demonstrates that ER is fundamental to supporting vulnerable people in Australia and should therefore continue to be funded by government.
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Kramer, Mitch. KANA Service Experience Management 11. Boston, MA: Patricia Seybold Group, December 2010. http://dx.doi.org/10.1571/pr12-23-10cc.

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Eder, M., and S. Nag. Service Management Architectures Issues and Review. RFC Editor, January 2001. http://dx.doi.org/10.17487/rfc3052.

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Lee, Chen, and Dan Siewiorek. An Approach for Quality of Service Management. Fort Belvoir, VA: Defense Technical Information Center, October 1998. http://dx.doi.org/10.21236/ada360808.

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Young, Wilbert R. Service Quality Management Systems: An Annotated Bibliography. Fort Belvoir, VA: Defense Technical Information Center, May 1992. http://dx.doi.org/10.21236/ada251382.

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Pleasant, Arnold, and Maurice S. Pickett. Joint Logistics Management Command: Which Service is Better. Fort Belvoir, VA: Defense Technical Information Center, April 1999. http://dx.doi.org/10.21236/ada397481.

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Nadeau, T., A. Kiran Koushik, and R. Mediratta, eds. Virtual Private LAN Service (VPLS) Management Information Base. RFC Editor, July 2014. http://dx.doi.org/10.17487/rfc7257.

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Friar, Allen. Why Training for Service Contract Management is Mission Essential. Fort Belvoir, VA: Defense Technical Information Center, November 2005. http://dx.doi.org/10.21236/ada441766.

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Jennings, C. Certificate Management Service for the Session Initiation Protocol (SIP). Edited by J. Fischl. RFC Editor, February 2011. http://dx.doi.org/10.17487/rfc6072.

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