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1
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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Asrowardi, Imam, Septafiansyah Dwi Putra, Eko Subyantoro, and Norzaidi Haji Mohd Daud. "IT Service Management System Measurement using ISO20000-1 and ISO15504-8: Developing a Solution-Mediated Process Assessment Tool to Enable Transparent and SMS Process Assessment." International Journal of Electrical and Computer Engineering (IJECE) 8, no. 5 (October 1, 2018): 4023. http://dx.doi.org/10.11591/ijece.v8i5.pp4023-4032.
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Information technology is about not only hardware, software, communication infrastructure and communication infrastructure but also how to manage services. Information technology plays an increasingly important role in developing the structure and functions of public and private sectors. Service measurement plays an important role in IT service management (ITSM) that is one of the subfields of Services Computing science. ITSM is a big part of service science, a science field that combines computer science, operation research engineering, business strategy, management science, and organizational theory. Performance measurement from each of IT services is absolutely needed and is important in the continuous development of ITSM. These research provide good technical knowledge about the measuring ITSM with some requirements. In this paper we suggest the metrics in each service processes enables organizations to predict a direction for active process enhancement and to identify if the goal of process can achieve. This objective process metrics based on ISO/IEC 15504-8 and PRM ISO/IEC 20000-4 refinement. The output of this research, in the form of metrics and tools for any type organizational use.
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Hamranová, Anna, Mojmír Kokles, and Tatiana Hrivíková. "Approaches to ITSM level measurement and evaluation." SHS Web of Conferences 83 (2020): 01019. http://dx.doi.org/10.1051/shsconf/20208301019.
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The paper examines ITSM (IT Service Management) which is based on the internationally accepted ITIL standard (IT Infrastructure Library). Within the domain of ITSM special attention is given to constant improvements in IS/IT services. The aim of the paper is to identify and characterise ITSM metrics and metrics models among which ITSM Maturity Models play an important role. Standard methods of scientific work such as analysis, synthesis, comparison and selection are used for the paper. The main findings are based on the analysis of literature proving the importance of effective IS/IT service management in supporting the business goals of enterprises and organisations. Several authors criticised the extent and detailed character of ITIL.They suggested solving the problems of SME sector by simplifying the processes of ITSM implementation. This is closely related to the proposed system of ITSM metrics and metrics models. The paper provides a detailed elaboration of complex metrics models together with a derived, reduced model with 8 main metrics and other often used tools for IS/IT services measurement, namely ITSM Maturity Models. They are applicable for both a diagnosis of the level of IS/IT services in the companies and eventual correction of plans and for benchmarking the enterprises within their specific branch.
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Vicente, Marco, Nelson Gama, and Miguel Mira da Silva. "A Business Motivation Model for IT Service Management." International Journal of Information System Modeling and Design 5, no. 1 (January 2014): 83–107. http://dx.doi.org/10.4018/ijismd.2014010104.
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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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Galup, Stuart Diaz, Ronald Dattero, and Jing Quan. "The Compensation Benefit of ITIL® Skills and Certifications." International Journal of Service Science, Management, Engineering, and Technology 7, no. 2 (April 2016): 1–15. http://dx.doi.org/10.4018/ijssmet.2016040101.
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Information Technology Service Management (ITSM) is a quality management approach for managing IT services that meet business needs. The most broadly accepted ITSM framework is ITIL® (Mann, 2012) and its adoption by organizations across the globe has grown over the past decade. A study conducted by Forrester and itSMF (2013) found that IT service providers that employ ITIL® enjoy better service quality and higher operational productivity as well as cost savings. Therefore, IT professionals with ITIL® knowledge and skills are likely valuable to organizations and earn a higher wage than their peers. This paper investigates whether or not there are salary benefits for IT professionals that possess ITIL® knowledge and skill and what are the estimated benefits, if any. Using a human capital model and employing data from an on-line survey of a large set of IT professionals (16,632 responses) conducted at the end of 2013 this benefit is confirmed and quantified.
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Irfandhi, Kornelius, Ariani Indrawati, Dwykie Alexandra, Krisantus Wanandi, Yanuari Harisky, and Suryadiputra Liawatimena. "Impelementation of Information Technology Service Management at Data And Information System Center of XYZ University." ComTech: Computer, Mathematics and Engineering Applications 7, no. 1 (March 1, 2016): 41. http://dx.doi.org/10.21512/comtech.v7i1.2220.
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Information Technology (IT) is increasingly progressing. Nowadays, the success of a business of the organization/company is highly dependent on the IT infrastructure used. Therefore, organizations/companies have to manage their IT service to be optimal to their customers. Looking at this matter and the increasing dynamics of XYZ University, then Data and Information System Center (Pusdatin) - an IT provider of XYZ University began implementing IT Service Management (ITSM) from 2013 using the latest version of Information Technology Infrastructure Library (ITIL), namely ITIL v3 as a framework for implementing ITSM in its business processes. However, along the way, there are still some problems happen in Pusdatin in order that ITSM can actually support and align with the objectives of XYZ University. Through this paper, the authors want to explain how the implementation of ITSM at Pusdatin, identify the problems related to the implementation of ITSM, and provide the solutions for each problem. The methods used are direct observation to Pusdatin, conductan interview with the Head of Pusdatin and Staff of Pusdatin, and also perform a literature review of books and papers that discuss about ITIL. The result of this research is that ITSM process of Pusdatin generally works quite well but there are still some shortcomings because ITSM is not 100% implemented in all areas.
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Andry, Johanes Fernandes, and Kevin Christianto. "Evaluating Maturity Level Using Framework ITIL: A Case Study of Service Desk's." International Journal of Information Technology and Business 1, no. 1 (October 31, 2018): 16–23. http://dx.doi.org/10.24246/ijiteb.112018.16-23.
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Information Technology Governance has become one an important one along with Information Technology Management (ITM) and Information Technology Services Management (ITSM). For ITSM, The IT Infrastructure Library (ITIL) can be used as a quality and excellence service guideline, it improved quality control, service level, efficiency, effectiveness, and expenses of budget from information flow, Service Level Agreements (SLAs), and take control over business and management processes. This research conduct a case study on Company of Freight Forwarder Service will be called FFS, located in Jakarta with method ITIL focused on Service Desk’s. The data will collect by various method such as observation, questionnaires, interview and document review. The result showed that company FFS got average score on service desk’s is 1.94, with the highest score at area Process Capability and the lowest score at area Customer Interface. This conclude, that company FFS has a good management of service desk’s but lack of user experience on front end of service.
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Mora, Manuel, Jorge Marx Gomez, Rory V. O'Connor, Mahesh Raisinghani, and Ovsei Gelman. "An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks." International Journal of Information Technologies and Systems Approach 8, no. 1 (January 2015): 69–90. http://dx.doi.org/10.4018/ijitsa.2015010104.
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The main international IT Service Management processes frameworks (ITIL v2, ISO/IEC 20000, COBIT 4.0, CMMI-SVC, MOF 4.0, and ITUP) include the design of IT services as part of their main best practices. However, despite having a common purpose and conceptual structure, they are organized differently. Hence, ITSM academic researchers and practitioners need to integrate a broad and diverse literature in relation to these frameworks. In Part I of this research, the authors pursued the goal of a descriptive-comparative analysis of fundamental concepts and IT service architecture design models used in the seven ITSM frameworks. In this paper (Part II) we complete this systemic analysis by using the ISO/IEC 15288 systems engineering standard and focusing on the IT design processes and practices reported in the aforementioned ITSM frameworks. Specifically, CMMI-SVC and ITUP are assessed in overall as the strongest frameworks from an engineering view, MOF 4.0 and ITIL v3 as moderate, and ISO/IEC 20000, ITIL v2 and COBIT as the weakest. ITSM academicians and in particular practitioners thus will need to distinguish their utilization according to the level of required detail of the IT service design process. This paper aims to advance our comprehension and understanding on the state of the art regarding what are IT services and how they can be designed. Thus it is of broad significance to ITSM researchers and practitioners.
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Титарёв, Д. В., and С. О. Кривцанов. "ARCHITECTURE OF THE REPAIR AND MAINTENANCE MANAGEMENT SOFTWARE FOR A SERVICE ENTERPRISE." СИСТЕМЫ УПРАВЛЕНИЯ И ИНФОРМАЦИОННЫЕ ТЕХНОЛОГИИ, no. 1(83) (March 10, 2021): 90–95. http://dx.doi.org/10.36622/vstu.2021.83.1.017.
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В работе изложен обзор архитектур для программного комплекса управления ремонтами и техническим обслуживанием для сервисных компаний. В рамках проведенной работы были изучены методологии EAM и ITSM, рассмотрены три различные архитектуры, приведены их описания, достоинства и недостатки. The paper provides an overview of the architectures for the repair and maintenance management software package for service companies. As part of the research work, the EAM and ITSM methodologies were studied, three different architectures were considered, their descriptions, advantages and disadvantages were given.
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Valiente, María-Cruz, Cristina Vicente-Chicote, and Daniel Rodríguez. "An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems." International Journal of Service Science, Management, Engineering, and Technology 2, no. 2 (April 2011): 65–81. http://dx.doi.org/10.4018/jssmet.2011040104.
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Currently, few projects applying a Model-Driven Engineering (MDE) approach start from high-level requirements models defined exclusively in terms of domain knowledge and business logic. Ontology Engineering (OE) aims to formalize and make explicit the knowledge related to a particular domain. In this vein, this paper presents a modeling approach, formalized in ontological terms, for defining high-level requirements models of software systems that provide support for the implementation of Information Technology Service Management Systems (ITSMSs). This approach allows for: (1) formalizing the knowledge associated to the ITSM processes contained in an ITSMS; (2) modeling the semantics of the activities associated to these processes in terms of workflows; (3) automatically generating the high-level requirements models of the workflow-based software systems needed to support (part of) the ITSM processes; and (4) from the latter, obtaining lower-level models (and eventually code) by means of automated model transformations. A real case study describing the use of this proposal to model an Incident Management System is also included to demonstrate the feasibility and the benefits of the proposed approach.
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Cortina, Stéphane, Alain Renault, and Michel Picard. "TIPA Process Assessments." International Journal of Strategic Information Technology and Applications 4, no. 4 (October 2013): 1–18. http://dx.doi.org/10.4018/ijsita.2013100101.
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The goal of this paper is to present how the Tudor's IT Process Assessment (TIPA®) framework can be used to assess and improve the maturity of IT Service Management (ITSM) processes, and how its usage can increase the business value of IT services. This paper starts with a presentation of the current and of the future process assessment standards. Then, it explains how the authors of this paper have applied the ISO/IEC 15504 standard to the field of IT Service Management to create the TIPA framework. The paper also presents how assessing and improving the maturity of ITSM processes can, under certain conditions, impact the quality of the services provided by an IT organization and consequently the value these IT services bring to the business. Finally, the paper finishes by depicting the current situation as well as the future of the TIPA framework.
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Jain, Vipul, O. P. Wali, and V. Raveendra Saradhi. "Information Technology Service Management [ITSM] Research: A Literature Review of Practices, Solutions and Measurement." Asian Journal of Computer Science and Technology 7, no. 1 (May 5, 2018): 79–86. http://dx.doi.org/10.51983/ajcst-2018.7.1.1825.
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This is a systematic literature review to understand the adopted practices, proposed solutions and measurement models for Information Technology Service Management [ITSM] approaches. This paper extends the existing research and past literature reviews in this area by including recent published research from 2010 to 2018. The review finds that ITSM practices are not uniformly adopted, and some processes tend to be adopted more widely than others. The review also finds many measurement models that are either not validated, or only partially validated, and sees a gap between academic research and practitioner community, who are the primary intended users of these models and frameworks. There are proposed solutions for ITSM integration with other management systems that can benefit from further research for validation. We recommend future researchers to collaborate with practitioners, so that proposed models and frameworks can be incorporated into the relevant standards, where feasible.
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Sahid, Abdelkebir, Yassine Maleh, and Mustapha Belaissaoui. "A Practical Agile Framework for IT Service and Asset Management ITSM/ITAM Through a Case Study." Journal of Cases on Information Technology 20, no. 4 (October 2018): 71–92. http://dx.doi.org/10.4018/jcit.2018100105.
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Agile mode projects are increasingly popular among IT Department, including the most complex organizations. The deployment of agility on a larger scale fits over a long period because the motivations are part of a persistent setting. The deployment of large-scale agility is therefore based on a deep and lasting transformation of the organization. In order to support transformational business changes, IT must streamline the top-down process of new IT processes. The success of an IT service and asset management depends on innovation, agility, and efficiency to accompany the transformation of the organization from a traditional vision to a digital vision. The aim of this article is to propose a practical agile framework to improve IT service and asset management ITSM/ITAM processes through a case study in the organization. The finding will help organizations to assess their capabilities and to address the procedural, technical and human aspects of IT service and asset management.
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Priyohutomo, Andreas Niko, and Melkior Nikolar Ngalumsine Sitokdana. "DAMPAK IMPLEMENTASI ISO/IEC 20000 PADA PERUSAHAAN PT. VISIONET DATA INTERNASIONAL." Sebatik 24, no. 1 (June 18, 2020): 29–36. http://dx.doi.org/10.46984/sebatik.v24i1.923.
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PT Visionet Data Internasional merupakan perusahaan yang bergerak di bidang Information Technology (IT) yang melayani jasa total managed service. Dalam mewujudkan visi dan misi perusahaan yang efektif, perlu adanya IT Service Management (ITSM) yang memanfaatkan Teknologi Informasi yang berguna untuk memberikan informasi yang berkualitas untuk pelanggannya. Proses manajemen layanan informasi yang diberikan berupa jasa pembuatan, perbaikan dan pengembangan perangkat di bidang IT. Salah satu ITSM bisa dilakukan dengan menggunakan ISO 20000. PT Visionet Data International telah menggunakan ISO 20000 sebagai framework service pada perusahaanya. Penelitian ini menggunakan metode kualitatif deskriptif terhadap IT Compliance sebagai sumber informasi untuk penelitian ini. Pada penelitian ini menghasilkan dampak implementasi penggunaan, temuan, dan rekomendasi setelah mengimplementasikan ISO 20000 pada perusahaan PT Visionet Data International. Dalam penelitian ini, menghasilkan beberapa temuan yaitu belum semua business unit menggunakan ITSM ISO 20000, kurangnya jumlah dan pengalaman SDM dalam mengimplementasikan ITSM ISO 20000. Dari hasil penelitian ini, untuk merekomendasi penerapan ITSM ISO 20000 untuk semua business unit, open recruitment dan adanya training untuk karyawan.
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Hendra, Hendra. "Penerapan Best Practice IT Service Management dalam Perbaikan IT Service Desk: Studi Kasus PT. Matahari Putra Prima." ComTech: Computer, Mathematics and Engineering Applications 2, no. 1 (June 1, 2011): 514. http://dx.doi.org/10.21512/comtech.v2i1.2798.
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Information Technology (IT) grows very rapidly and affects every aspect of business life to support competition with other companies that have the same field. PT. Matahari Putra Prima has implemented a computerized system as one of its business strategy in achieving the company's business objectives. With the implementation of IT in the company, the role of Service Desk is indispensable in providing services to users. This study aims to identify and analyze the implementation of IT Service Desk of PT. Matahari Putra Prima to the users. This research is expected to increase and improve the quality of IT Service Desk PT. Matahari Putra Prima based on the IT Service Management (ITSM).
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Titarev, Dmitriy, Andrey Serikov, and Sergei Krivtsanov. "ARCHITECTURE OF THE REPAIR AND MAINTENANCE MANAGEMENT SOFTWARE FOR A SERVICE ENTERPRISE." Automation and modeling in design and management 2020, no. 4 (December 31, 2020): 53–59. http://dx.doi.org/10.30987/2658-6436-2020-4-53-59.
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The paper provides an overview of the architectures for the repair and maintenance management software package for a service enterprise. As part of the research work, asset management (EAM) and service management (ITSM) methodologies were studied. Three different architectures for the designed software package are proposed, their descriptions, advantages and disadvantages are given.
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Setyadi, Resad, Yusmadi Kristian, Afrijal Afrijal, Farhan Deyantoro, and Noto Indra Prakoso. "Maturity Level of ITSM Analysis Using ITIL V 3 Framework in NLAA Purbalingga." SISFORMA 8, no. 1 (May 10, 2021): 7. http://dx.doi.org/10.24167/sisforma.v8i1.3039.
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The development of communication and information technology impacts the activities and ways of thinking carried out by organizations and governments. The Purbalingga National Land Agency (NLA) is an institution that uses information technology to issue proof of land rights in the agrarian/land and spatial planning sector. This study analyzes IT service management maturity level (ITSM) at NLA Purbalingga using the Information Technology Infrastructure Library (ITIL) V.3 in the operation of domain services. Descriptive analysis method of questionnaires distributed to the community in NLA Purbalingga. The IT maturity level determination at NLA Purbalingga can be done based on the service operation domain factor. The IT maturity level used has five levels for this study. The results of the analysis show that the ITSM maturity level is at level four. Level four means that IT service management at NLA Purbalingga is appropriately handled by paying attention to the factors that are fulfilled according to procedures and taking process actions against systems that are not running effectively. This study aims to provide NLA Purbalingga to improve website maintenance by carrying out comprehensive system integration to enhance work effectiveness and quality.
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Mohammadi, Mohammad Mehrabioun, Ahad Zare Ravasan, and Homa Hamidi. "Investigating Critical Success Factors in Implementing ITIL Framework." International Journal of Standardization Research 13, no. 1 (January 2015): 74–91. http://dx.doi.org/10.4018/ijsr.2015010104.
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Nowadays, many organizations adopt Information Technology Service Management (ITSM) best practices to enhance their IT service related processes. Although many organizations have adopted ITSM frameworks such as Information Technology Infrastructure Library (ITIL), not all have been successful. Keeping this in mind, this paper seeks to identify Critical Success Factors (CSFs) that impact on successful implementation of ITSM frameworks with a focus on ITIL in Iranian organizations as a case of a developing country. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. Following that, a questionnaire was developed and sent out to domain experts. Next, robust Exploratory Factor Analysis (EFA) was run for analyzing data and establishing construct validity which finally classified critical success factors into five groups named as “organizational”, “human resources”, “project management”, “managerial” and “process”. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in their research and practice.
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Setyadi, Resad, and Enggar Priyatiningsih. "Maturity Level of ITSM Analysis Using ITIL V3 Framework in State Electricity Enterprise Purwokerto." JUITA: Jurnal Informatika 9, no. 1 (May 22, 2021): 77. http://dx.doi.org/10.30595/juita.v9i1.9594.
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In the industrialized world, information technology has become an essential component that everyone can feel and use. However, IT's proper use can provide opportunities for increased productivity and effective and efficient company processes. The quality of the service supplied is related to managing the problems faced and handling its day-to-day service operations. The purpose of this research is to analyze the IT service management (ITSM) of the National Electricity Company (NEC) in Purwokerto with media analysis using the Information Technology Infrastructure Library (ITIL) v3 framework. The method used is a quantitative method with observation, distribution of questionnaires, and data analysis as a follow-up. Maturity level analysis becomes the target of assessment to become a reference for providing recommendations for the performance of ITSM. The results of the maturity level show that NEC Purwokerto is at the optimal level. The advice given is that NEC Purwokerto maintains IT services' performance so that the NEC Purwokerto company's business strategy continues to run well and improve
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Mora, Manuel, Mahesh Raisinghani, Rory V. O'Connor, Jorge Marx Gomez, and Ovsei Gelman. "An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks." International Journal of Information Technologies and Systems Approach 7, no. 2 (July 2014): 83–107. http://dx.doi.org/10.4018/ijitsa.2014070105.
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An IT service design process is considered to be a fundamental piece of the seven key international IT Service Management (ITSM) processes frameworks (ITIL v2, ITIL v3 (and ITIL v2011), ISO 20000-4, CobIT 4.0, CMMI-SVC, MOF 4.0, and ITUP). Nevertheless the availability of IT service design processes, few –if any- descriptive-comparative studies among them have been reported. Thus, in this paper (Part I), we address this knowledge gap. An extensive descriptive-comparative review of seven IT service design processes in aforementioned frameworks is reported. Fundamental concepts (viz., design as noun, design as verb, service, service system, IT service, IT service system, and IT service architecture design) are analyzed by using a Systems Approach. Our findings indicate that the frameworks ITIL v2, ISO/IEC 20000 and Cobit 4.0 are using weak systemic concepts, while the frameworks ITIL v3, CMMI-SVC, ITUP and MOF 4.0 are more foundationally congruent with the new service systems view. Implications for ITSM theory and practice are discussed.
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Ravasan, Ahad Zare, Taha Mansouri, Mohammad Mehrabioun Mohammadi, and Saeed Rouhani. "Supporting the Module Sequencing Decision in ITIL Solution Implementation." International Journal of Information Technologies and Systems Approach 7, no. 2 (July 2014): 41–60. http://dx.doi.org/10.4018/ijitsa.2014070103.
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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 successfully implement an ITSM project in an organization, it is essential to implement a suitable ITSM solution to support the related processes. The ITSM solution implementation can be conducted either in a big bang or phased manner by module. The present paper intends to offer the analytical means to support decision-making in the implementation sequence of Information Technology Infrastructure Library (ITIL) solution modules. Since the decision problem of the module sequence involves a myriad of organizational and technical issues, which are vague in essence, we propose the Balanced ScoreCard (BSC) based evaluation criteria for supporting module sequencing decision along with fuzzy Technique for Order Preference by Similarity to Ideal Solution (FTOPSIS) method to be applied. The proposed approach has been applied to a local Iranian company in the field of IT services to implement the acquired ITSM solution; the provided numerical example illustrates the applicability of the approach for the purpose. The priorities for the implementation sequence of the modules are determined in the case study.
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Mardiana, Dwi, and Widya Cholil. "Analisis Information Technology Service Management (ITSM) LPSE Kota Palembang Berdasarkan Framework ITIL V3." Jurnal Intelektualita: Keislaman, Sosial dan Sains 9, no. 1 (March 4, 2020): 1–8. http://dx.doi.org/10.19109/intelektualita.v9i1.5029.
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Penelitian ini bertujuan untuk mengetahui sejauh mana pengelolaan manajemen layanan telah mencapai Tingkat Kematangan (Maturity Level) dalam mendukung kualitas layanan TI terhadap kinerja dan pencapaian organisasi. Analisis dilakukan dengan menggunakan Framework Information Technology Infrastructure Library (ITIL) V3. Fokus pada penelitian Subdomain yang digunakan yaitu Event Management (EM), Incident Management (IM), Request Fullfilment (RF), Access Management (AM) dan Information Security Management (ISM). Hasil penelitian ini didapatkan tingkat kematangan manajemen layanan teknologi informasi berada pada level 4 yaitu Managed. Kemudian disusun rekomendasi perbaikan yang digunakan untuk meningkatkan tingkat kematangan yang diharapkan dalam mencapai manajemen layanan yang baik sehingga tujuan organisasi tercapai.
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Mahdalena, Desi, and Widya Cholil. "PENILAIAN IT SERVICE MANAGEMENT PADA INFRASTRUKTUR TEKNOLOGI INFORMASI PT. TELKOM KOTA BENGKULU MENGGUNAKAN ITIL V3." Gema Teknologi 21, no. 1 (October 30, 2020): 34–41. http://dx.doi.org/10.14710/gt.v21i1.33082.
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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.
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Novia, Rekha Bella, and Wella . "ITIL 2011: Maturity Level of Service Operation." IJNMT (International Journal of New Media Technology) 6, no. 1 (August 30, 2019): 50–54. http://dx.doi.org/10.31937/ijnmt.v6i1.1058.
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Service quality is a measurement from users’ hope to the company in fulfilling their needs and desires also service delivery accuracy. Technology and information services can help the company in supporting the company’s business operations. Therefore, the company needs to apply ITSM (Information Technology Service Management) as an operational approach of technology and information services to keep the service quality in the company. The framework that is focusing on providing technology and information services which can be used as a guide is the ITIL framework (Information Technology Infrastructure Library). This research is conducted at PT Pertamina (Persero). The research is conducted using the 2011 ITIL framework on Domain Service Operation with 5 processes in it which are Incident Management, Request Fulfillment, Event Management, Access Management, and Problem Management. The methods that are used in this research are interview and questionnaires. This research is conducted based on research steps by Gallegos 2008, which consist of 5 steps such as the planning, the field checking, the report, and the follow-up. Based on the research conducted there are three processes that are stopped at level 1 which is Incident Management with score 62.54%, Problem Management with score 79.08% and Request Fulfillment with score 81.09%. Meanwhile, on the Access Management process achieve 86.00% and Access Management is stopped at level 2 with score 77,23%.
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유태종. "Security Management for Online Service Firm: Based on ITSM and Organizational Structure Theory." Journal of Korea Service Management Society 16, no. 3 (September 2015): 93–110. http://dx.doi.org/10.15706/jksms.2015.16.3.005.
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Raisinghani, Mahesh S. "An Interview with David Cannon IT Service Management (ITSM) Principal, Hewlett Packard, USA." Journal of Information Technology Case and Application Research 9, no. 4 (October 2007): 66–73. http://dx.doi.org/10.1080/15228053.2007.10856124.
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Lucio-Nieto, Teresa, and Dora Luz Gonzalez-Bañales. "Implementation of a Service Management Office Into a World Food Company in Latin America." International Journal of Information Technologies and Systems Approach 14, no. 1 (January 2021): 116–35. http://dx.doi.org/10.4018/ijitsa.2021010107.
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Research on service management office (SMO) related with its implementation, challenges, relevance, and outcomes is scarce. The purpose of this case study research is to contribute with the lessons learned from the implementation of an SMO into a big sized company. The lessons include the experience of the company designing and implementing an SMO. A general roadmap and main challenges for the creation of an SMO are presented through the lessons learned of three perspectives: people, processes, and technology. The results in the SMO implementation reveal that it could become a strategic complement for IT services in order to ensure quality, efficiency, and continuous improvement for information technology service management (ITSM). The main changes derived from the SMO implementation were migrate from a function model to a service model, go from management of cost by function to management by service, from an order taker to a focus on business transformation initiatives, from a portfolio management based on applications to a process based on flexible governance.
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Shilenge, Musa, and Arnesh Telukdarie. "4IR integration of information technology best practice framework in operational technology." Journal of Industrial Engineering and Management 14, no. 3 (May 19, 2021): 457. http://dx.doi.org/10.3926/jiem.3429.
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Purpose: Since inception in the 1970s, Operational Technology (OT) systems were designed to operate in isolation from Information Technology (IT) systems mainly due to differences in objectives relating to Confidentiality, Integrity, Security and Availability (CISA). Additional diverse components include computing speed, and failure severity in terms of safety, environmental, and financial impact. With the onset of Industry 4.0 and the need for integration the worlds of IT and OT must operate in unison. The focal point of this research is to evaluate if an Information Technology Service Management (ITSM) best practice framework can be integrated into the operational technology domain.Design/methodology/approach: A qualitative desk research methodology initiates data gathering on the two key domains. A comparative analysis is subsequently adopted for results analysis. Thereafter, an application case of ITSM inclusive of OT is proposed and reviewed.Findings: After comparative analysis and application case, the research concludes that an IT best practice framework i.e. the Information Technology Infrastructure Library (ITIL) can be integrated and adapted into the operational technology domain to facilitate management of OT in a service management style.Practical implications: The key benefit of this work is the inclusion of OT in global IT best practices in this Fourth Industrial Revolution (4IR) era.Originality/value: This paper contributes to ongoing research in IT-OT integration by providing a unique perspective on OT management in the Fourth Industrial Revolution (4IR). Other researchers can utilize the research outcomes to apply ITSM in the OT domain where 4IR technologies have been implemented.
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Kozma, Dániel, Pál Varga, and Felix Larrinaga. "System of Systems Lifecycle Management—A New Concept Based on Process Engineering Methodologies." Applied Sciences 11, no. 8 (April 9, 2021): 3386. http://dx.doi.org/10.3390/app11083386.
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In order to tackle interoperability issues of large-scale automation systems, SOA (Service-Oriented Architecture) principles, where information exchange is manifested by systems providing and consuming services, have already been introduced. However, the deployment, operation, and maintenance of an extensive SoS (System of Systems) mean enormous challenges for system integrators as well as network and service operators. The existing lifecycle management approaches do not cover all aspects of SoS management; therefore, an integrated solution is required. The purpose of this paper is to introduce a new lifecycle approach, namely the SoSLM (System of Systems Lifecycle Management). This paper first provides an in-depth description and comparison of the most relevant process engineering methodologies and ITSM (Information Technology Service Management) frameworks, and how they affect various lifecycle management strategies. The paper’s novelty strives to introduce an Industry 4.0-compatible PLM (Product Lifecycle Management) model and to extend it to cover SoS management-related issues on well-known process engineering methodologies. The presented methodologies are adapted to the PLM model, thus creating the recommended SoSLM model. This is supported by demonstrations of how the IIoT (Industrial Internet of Things) applications and services can be developed and handled. Accordingly, complete implementation and integration are presented based on the proposed SoSLM model, using the Arrowhead framework that is available for IIoT SoS.
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Adriansyah, Ahmad Fikri, Bob Hardian, and Gladhi Guarddin. "PENGEMBANGAN STANDAR DESAIN LAYANAN CLOUD BERDASARKAN ISO/IEC 20000: STUDI KASUS PT. XYZ." Instruksional 1, no. 2 (April 30, 2020): 111. http://dx.doi.org/10.24853/instruksional.1.2.111-121.
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PT XYZ is now transforming its business from traditional telecommunication provider to an ICT (Information & Communication Technology) provider in order to deal with current stringent business competition. One of its strategic initiatives is to improve Cloud service market penetration based on the fact from market size analysis result which has reported that Cloud service would appear as an IT service with highest growth throughout Asia Pacific region from 2013 to 2018 (i.e., 49%). However, PT XYZ has reported its Cloud service sales only achieved 52% of its total revenue target in 2014 fiscal year. One of the root causes found is the lack of standard in performing design on Cloud service. As ISO/IEC 20000 certification holder, PT XYZ has to improve its IT service management practices continuously including its service design stage. This research goal is to build design standard on Cloud service in PT XYZ using two internationally recognized Information Technology Service Management (ITSM) frameworks, i.e. Information Technology Infrastructure Library (ITIL) version 3 and Microsoft Operation Framework (MOF) version 4, as well as Cloud Computing Reference Architecture (CCRA) and guidance on the application of ISO/IEC 20000-1 to Cloud Services (ISO/IEC TR 20000-9:2015). As the result, a design process flow and design documentation templates are proposed to be used as Cloud service design standard in PT XYZ.
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Li, Can Quan, and Gang Wu. "Research and Practice of Application-Level Maintenance Platform Based on ITIL." Advanced Materials Research 765-767 (September 2013): 1060–63. http://dx.doi.org/10.4028/www.scientific.net/amr.765-767.1060.
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There are many studies about application-level maintenance at present, with different levels and depth and business logic. However, there are some common characteristics from two respects: incident management and problem management of ITIL. This paper designs an application-level maintenance platform (AMP) on ITIL, which is a set of practices for IT service management (ITSM).AMP separates common characteristics from non-common characteristics collected, and implements functions of common characteristics. Users only develop functions of non-common characteristics to get a maintenance system for specific application quickly. AMP has been applied in practice successfully.
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Mora, Manuel, Rory O’Connor, Mahesh S. Raisinghani, Jorge Macías-Luévano, and Ovsei Gelman. "An IT Service Engineering and Management Framework (ITS-EMF)." International Journal of Service Science, Management, Engineering, and Technology 2, no. 2 (April 2011): 1–15. http://dx.doi.org/10.4018/jssmet.2011040101.
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There is a rich amount of literature on services from Information Technology (IT) (Management view) and IT System Engineering (ITSE) (Engineering view) domains. However, such a variety has produced disparate views. Furthermore, given that IT and ITSE service-based systems must be linked to business services (the User view), conceptual interrelationships are increased, causing yet more diversity. This paper identifies that this generates a lack of theoretical conceptual cohesion and leads to multiple practical confusions. To address these issues and to reduce such conceptual gaps, an IT Service Engineering and Management Framework (ITS-EMF) is proposed. ITS-EMF is generated by careful review and examination of the main conceptualizations on IT, ITSE and business services. The paper claims that ITS-EMF is useful for: (1) mapping services concepts from disparate IT literature, (2) reducing service conceptual confusion from the multiple available sources, and (3) providing conceptual links between service constructs used in business services and IT and ITSE services layers. It concludes with the implications, both academic and practical, for engineering and managing IT services in business organizations.
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Poetra, Ikhsanul, and Herry Mulyono. "ANALISIS DAN PERANCANGAN SISTEM INFORMASI LAYANAN PELANGGAN PDAM TIRTA MAYANG KOTA JAMBI BERBASIS SMS." Jurnal Manajemen Sistem Informasi 4, no. 2 (June 24, 2019): 92. http://dx.doi.org/10.33998/jurnalmanajemensisteminformasi.2019.4.2.614.
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Kepuasan pelanggan terhadap pelayanan PDAM Tirta Mayang Kota Jambi berkaitan dengan tingkat kualitaspelayanan yang diberikan. Penggunaan TI dapat membantu meningkatkan kualitas pelayanan di PDAM TirtaMayang Kota Jambi dan dipandang sebagai aset strategis yang turut menentukan strategi bisnis PDAM TirtaMayang Kota Jambi. Penelitian ini dilaksanakan dengan tujuan untuk merancang sistem informasi ITSMpada PDAM Tirta Mayang Kota Jambi. Metode pengumpulan data yang digunakan yaitu metode wawancara,observasi dan dokumentasi, selanjutnya data dan informasi yang diperoleh dianalisis yang menghasilkansebuah analisa kondisi sistem yang sedang berjalan. Adapun sistem yang dirancang berupa protitipe yangrancangannya mengikuti setiap tahapan proses ITIL versi 3 area service operation, yaitu: proses eventmanagement, incident management (incident identification, incident logging, incident categorization,incident prioritization, initial diagnosis, incident escalation, investigation and diagnosis, resolution andrecovery, incident closure), request fulfillment, problem management, dan access management. Hasilpenelitian ini berupa sebuah rancangan sistem informasi ITSM pada PDAM Tirta Mayang Kota Jambi yangdirancang berdasarkan framework ITIL versi 3 area service operation
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Yunianto, Benny. "ICT Helpdesk Improvement through Decentralized Strategy." ACMIT Proceedings 4, no. 1 (March 19, 2017): 41–45. http://dx.doi.org/10.33555/acmit.v4i1.56.
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ICT Helpdesk is the part of IT Service Management (ITSM) framework which is also mentioned in COBIT 5 inDeliver, Support and Service processes. ICT Helpdesk becomes an important part that must be owned by thecompany who use the information technology to leverage the business goals. The use of IT peripheral in dailyoperations requires the excellent support. Companies do not want to lose the opportunity in business because of the IT system had a problem. ICT Helpdesk present for deliver support with Service Level Agreement (SLA) agreed which are needs more responsive to fulfill business requirement. This research is needed to find best strategy of ICT Helpdesk implementation. Assess the existing strategy and analyze the gap between current and future condition is required. Working area that must be covered in this service and amount of the technician are the keys for improvement. Option of centralized and decentralized strategy becomes research objective to be addressed in this case to find best ICT Helpdesk strategy.
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Hill, Patrick, and Uma Kanagaratnam. "Python Machine Learning Sebastian RashkaIT Service Management: Support for your ITSM Foundation exam Ernest Brewster, Richard Griffiths, Aidan Lawes, John Sansbury." ITNOW 58, no. 3 (September 2016): 64. http://dx.doi.org/10.1093/itnow/bww088.
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Ochoa Siguencia, Luis, and Piotr Halemba. "Automation of management processes." E3S Web of Conferences 132 (2019): 01020. http://dx.doi.org/10.1051/e3sconf/201913201020.
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Artificial intelligence and service automation are the key to these kinds of new, product-related services. They increasingly penetrate the traditional mechanical and plant engineering sector and open up potentials for innovative services. Tourism services providers are going through rapid changes and the role of Information and Communication Technology, artificial intelligence and service automation is increasing in all spheres of the service management system. When the organization is threatened by environmental changes such as crises or competition as a result of information technology development or increased customer demands, the need for communication increases. This paper presents the first step of an ongoing investigation that focuses on the tourist services experiences and construction of management knowledge on undergraduate tourism management students. We report and discuss the result of a survey conducted involving the students of Tourism management at The Jerzy Kukuczka Physical Education Academy in Katowice - Poland. Structured questionnaires based on a 12-item importance scale were administered to a convenience sample of respondents. The authors present a new paradigm that emerges as a response to polarisation and treats communication as more receiver-centered, stakeholder ⚟ based, relationship ⚟ building ⚟ oriented and of strategic importance.
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Hassanein, Hala. "Smart Technical Street Furniture Design: Case study of ''New Cairo Administrative Capital''." Academic Research Community publication 1, no. 1 (September 18, 2017): 26. http://dx.doi.org/10.21625/archive.v1i1.124.
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The high pace of technology has redefined street furniture as smart devices that contribute to build future cities. Thus, it is a combination of passion; skills, ideas and tools of Information and Communication Technologies (ICT) converted into finished products. ICT is a catalyst for cities to address these challenges in a ‘smart’ manner that links and strengthens networks of people, businesses, infrastructures, resources, energy and spaces. On the other hand, one of the most important components to be adopted for designing Smart Cities is the IT service management (ITSM). It refers to the entirety of the activities directed by policies, organized and structured to plan, design, operate and control ITSM offered to citizens by adopting a process approach towards management, focusing on their needs and stressing continual improvement.New trends in urban planning are heading to draw a new future- a Smart City that is able to link the physical capital with the social one. Street furniture, as an important element of Smart Cities, is a term used to define objects in public spaces. Such concept is related to the context of wireless infrastructure and house small-cell units. They are considered –visually- as common and tolerable places to the public.This research will focus on smart Street-Furniture design as a standard guide for designers and planners of the ''New Cairo Administrative Capital'', which is currently under construction as the first Smart City in Egypt.
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Mwangi Chege, Stanley. "IT Process Practices in Kenya." International Journal of Management Science and Business Administration 1, no. 7 (2015): 48–59. http://dx.doi.org/10.18775/ijmsba.1849-5664-5419.2014.17.1005.
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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.
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Nesterenko, Oksana, Angelika Krutova, Oksana Blуznіuk, and Olena Zhyliakova. "MANAGEMENT ACCOUNTING OF COSTS FOR HUMAN CAPITAL OF THE SERVICE ENTERPRISE." Economics and Finance 9, no. 1 (2021): 4–11. http://dx.doi.org/10.51586/2311-3413.2021.9.1.4.11.
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The systematic study, critical assessment of theoretical provisions and current practice of accounting organization of costs for human capital of the service enterprise, improvement of accounting mechanisms for the use of personal human assets and human capital of the enterprise are provided in the article. It is proved that the need to reflect human capital in accounting is due to the following factors: human capital is considered an integral part of national wealth; determining the main role of human knowledge, abilities, qualifications, and education in the process of social production; change of attitude to a person that is the appreciation of its creative potential and intellectual abilities. Characteristic definitions of human capital in aspects of different spheres of its functioning are analyzed. Peculiarities of normative and legal regulation of human capital as an intangible asset under SSAP and IFRS and identification of contradictions in accounting of personnel costs under the current accounting system are considered. The peculiarities of the organization of primary accounting of human capital at the enterprises of the service sphere are considered. It has been proposed to record information on the costs for human capital in terms of the processes of its formation, use, and development in the Employee Data Card (standard form P-2) by introducing an additional Section VI “Costs per employee.” The financial statements of analytics have been improved to Form No.1 of the Balance Sheet (Statement of Financial Condition) by introducing analytics in the first section of liabilities in the item “Additional capital” of information on human capital of the enterprise, which will generate financial statements for full disclosure to stakeholders, especially investors. Suggestions are given for the prospects of further development: research of accounting of costs for personnel of the enterprise depending on the life cycles of personnel and the enterprise, development of theoretical and methodological bases of corporate social reports on human capital, improvement of personnel value assessment methods (especially residual and liquidation value).
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Choi, Dongwon. "Active ITS Infrastructure Management Strategy for Enhanced ITS Service." Journal of the Korea Contents Association 14, no. 9 (September 28, 2014): 45–53. http://dx.doi.org/10.5392/jkca.2014.14.09.045.
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Wardani, Luki Aisha Kusuma, Murahartawaty Murahartawaty, and Luthfi Ramadani. "Perancangan Tata Kelola Layanan Teknologi Informasi Menggunakan ITIL versi 3 Domain Service Transition Dan Service Operation Di Pemerintah Kota Bandung." Journal of Information Systems Engineering and Business Intelligence 2, no. 2 (October 29, 2016): 81. http://dx.doi.org/10.20473/jisebi.2.2.81-87.
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Abstrak—Teknologi Informasi saat ini sudah menjadi kebutuhan inti suatu organisasi dan bukan hanya sebagai alat pendukung. Pemerintah Kota Bandung, sebagai instansi pemerintahan, menjadikan Teknologi Informasi merupakan salah satu visi yang perlu dicapai. Dalam rangka mencapai good government berdasarkan Peraturan Menkominfo No. 41 Tahun 2007, dibutuhkan suatu tata kelola TI agar dapat memastikan investasi TI menambah value dan selaras dengan tujuan instansi. Pemerintah Kota Bandung saat ini belum memiliki prosedur dan kebijakan yang mengatur tentang pengelolaan layanan TI. Oleh karena itu penelitian ini dilakukan dengan tujuan untuk membuat sebuah prosedur dan kebijakan agar layanan yang diberikan oleh Dinas Komunikasi dan Informatika Kota Bandung selalu maksimal. Penelitian dilakukan menggunakan ITIL v3 pada domain Service Operation dan Service Transition. ITIL merupakan best practice Manajemen Layanan TI yang dapat meningkatkan efisiensi operasional IT instansi. Assessment yang dilakukan sebagai pengukuran Capability Level adalah dengan menggunakan ISO 15504. Capaian capability level untuk Service Transition adalah 24.5% dan untuk Service Operation 23%. Karena kurangnya data primer, data sekunder digunakan untuk mencari proses prioritas yang akan dipilih, dengan memetakan tujuan instansi dengan ketiadaan proses ITIL. Hasil dari perancangan tata kelola ini adalah sebuah kebijakan TI dan 5 prosedur terkait proses-proses di ITIL yang menjadi prioritas.Kata Kunci— Tata Kelola TI, Manajemen Layanan TI, ITIL v3, Service Transition, Service Operation, Sektor PublikAbstract— Nowadays, Information Technology plays an important role in an organization, and not only as a support equipment. Bandung City Government, as a government agency, make IT into one of the visions that need to be achieved. To achieve good governance based on Minister Regulation Number 41 in 2007, IT Governance is needed to ensure that the investment of IT can add value and align with institution’s objective. Bandung City Government currently doesn’t have policies and procedure that regulate about IT Service Management. Therefore, this study was conducted with the aim to create a guidance for Office of Communications and Information Technology of Bandung (Diskominfo) to optimize the service provided. This study also aims to make Service Management governance so that the management of IT service have certain quality and meet the needs of business customers, and improve the quality as the agreement with the customers. This study was conducted using ITIL v3 with Service Operation and Service Transition domain. ITIL is IT Service Management best practice to improve the efficiency of IT operational. ISO 15504 was conducted to asses Capability Level of ITIL Process. Capability Level of Service Transition is 24.5% and Capability Level of Service Operation is 23%. Because of the inadequacy of the primary data, the assessment was also carried out by mapping the objective of institution with the risks related to the lack of ITIL processes. The results of the design are the governance policies and procedures related to the ITIL processes needed by the institution.Keywords— IT Governance, ITSM, ITIL v3, Service Transition, Service Operation, Public Sector