ITSM

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Information Technology (IT) Governance and IT Service and Processes Management (ITSM) are one of the priorities in organizations. Although many organizations are aware of the importance of using well-defined quality IT processes, they face the problem of how to use and improve them in practice. One of the final objectives of any ITSM policy must be to guarantee an adequate IT quality. In this sense, the use of action frameworks as Information Technology Infrastructure Library (ITIL) is essential. However, several quality models and maturity models have been developed, but they are not focused on how to measure the IT quality. As they do not include the appropriate mechanisms, it is necessary to complement them with other quality frameworks, e.g. European Foundation for Quality Management (EFQM). This paper proposes a maturity model for IT quality improvement based mainly on ITIL and EFQM.

Economists predict that we will see a massive increase in the number of mergers and acquisitions over the next few years as a natural outcome of the great recession. In financial terms mergers nearly always result in a net loss of value. To minimise this risk and to be successful, the new company needs return to normal operating conditions as soon as possible. The longer the disruption, the greater the loss of value to shareholders and other stakeholders is likely to be.
An ability to identify and then adopt, merge or adapt the services from the two operations quickly and effectively would enable the time to a return to normal operation to be kept as short as possible. It is just that ability that the Service Design Package (SDP) provides to businesses. This is a powerful message for any Board of Directors seeking a long-­term preservation of value.

The ability to implement a real SDP, as opposed to showing slides of the concept, is something of genuine and lasting value to businesses. The crucial requirement for these organisational re-­structuring, and even for a consistent approach to Services in a large, multi-­divisional company, is that systems are compatible. That is, they can inter-­ operate, and that historical information can be preserved through the merging of different service delivery platforms and mechanisms without extensive and expensive re-­work.

This is not possible today, and this will become more visible as a problem as the predicted increase in the rate of mergers develops.

The fundamental reason that it is not possible is that there is no common, underlying structure defined for services. Such common underlying structures are known as ‘ontologies’ and are recognised as a desirable end-­point. They have been seen as very difficult to implement.

This white paper presents a pragmatic, and practical approach to developing an ontology for Service Management that allows simple, reliable, easy to use, structuresthat can incorporate existing tools. This approach allows for a gradual, staged transition from the current state of tools that can’t easily exchange data with other tools, to one where they can.
At first encounter, the SDP appears to be a useful, simplifying notion, drawing together the different phases of the ITIL V3 lifecycle. It is, but the closer you look, the more complex and difficult to implement it appears.

This white paper paints a picture of what an effective SDP would look like, and suggests a simple and practical method for implementing one. As usual, it is important to note that what matters is the overall delivery of services and a defined data structure is most certainly not enough for that, it is, however, a powerful facilitator to the design of tools to make the effective and efficient delivery of services much easier to achieve.

The study provides a comprehensive literature review on the performance measurement of ITSM. A review of the existing industry and academic literature showed a gap in theory for performance measurement of ITSM. There was also a lack of a contextualised performance measurement framework for ITSM. The study developed categories for types of organisation level and process level ITSM, and categories for types of ITSM performance metrics. The performance measurement framework developed by the study is structured using the Balanced Scorecard (BSC) and can be used to quantify benefits and link organisational level benefits and metrics with process level metrics. The developed framework includes a consolidated ITSM metrics catalogue structure. The study identified the internal and external organisational factors that influence the selection of ITSM performance metrics and proposes a contingency theory for the performance measurement of ITSM. The study makes theoretical and practical contributions in ITSM performance measurement by extending ITSM performance measurement theory, IS design theory and developing a holistic multi-level ITSM performance measurement framework that can be used by organisations.
This dissertation is a result of a study funded by an Australian Research Council (ARC) linkage project grant in partnership with Queensland Health (QH) and the IT Service Management Forum (itSMF) Australia. The study contributes to the linkage project by addressing the complex interactions of benefits, performance metrics and methods to enable Chief Information Officers (CIOs) and IT service managers to measure the performance of IT service management.

IT Service Management & Service Desk implementation is a promising potential which draws an framework of service delivery, although as way of capturing comparative advantages in the face of the growing service delivery methods, the failure percentage of ITSM & Service Desk implementation is still relatively high which causes increasing concerns for many corporations. The aim of this paper is to extend the line of knowledge about outcomes of ITSM and Service Desk Implementation, with proposing a conceptual framework for successful ITSM & Service Desk implementation, phases of implementation cycle and different success factors.

– This paper discusses how various frameworks or guidelines can be used to improve the current situation in managing IT departments in the banks in Tanzania, by also initially identifying the current challenges faced by the banks. IT management involves managing all the resources that utilize information technology in an organization or firm that have to be managed according to priority. A good management of these resources brings about benefits in staffing and budgeting, organization and control as well as usage of technology. In today's world, many new firms are coming up which highly rely on information technology, making it complex at times in terms of managing IT infrastructure. Hence, the organizations have to make use of certain guidelines that can help them to manage their IT infrastructures in the desired way, and to bring about profitable benefits.

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This paper analyzes the application needs for  implementation of Help desk system in public institutions. First part of paper, describes the application needs the help desk system as a tool of implementation of ITIL practice. Next chapter presents a detailed analysis of the activities and the expenses,selection, introduction and implementation of a help desk system in public sector  institutions. In this paper authors make coparisons between two approaches: the application of open-source (Open Source) and commertials (COTS).

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—IT Service Management (ITSM) encompasses the practices for managing information technology systems. ITSM processes can be laden with segments where the human becomes a bottleneck and slows down the entire process. These inefficiencies are usually caused by insufficient design of the process itself, or defects in the tools being used. Our work provides a systematic framework for analyzing inefficiencies through a combined model to guide the use and estimate the value of improving orchestration of the process using mashup design patterns.

Several IT service management (ITSM) frameworks have been deployed and are being adopted by companies and institutes without redefining the framework to a model which suits their IT departments’ operating environment and requirements. An IT service management model is proposed for Zimbabwean universities and is a holistic approach through integration of Operational Level Agreements (OLAs), Service Level Agreement (SLAs) and IT Service Catalogues (ITSCs). OLA is considered as the domain for describing IT Service management and its attainment is geared by organisational management and IT section personnel in alignment with the mission, vision and values of the organisation. Explicitly defining OLAs will aid management in identification of key services and processes in both qualitative and quantitative form (SLAs). After defining SLAs then ITSCs can be formulated, a measure which is both customer and IT service provider centric and acts as the nucleus of the model. Redefining IT Servic...

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Despite the well-established effectiveness of frameworks and policies for information technology service management (ITSM) in the management of quality IT services, the high volume and diversity of information captured in incident management datasets directly impacts the timely sharing and reuse of knowledge among IT help desk staff. The deluge of potentially useful data also inhibits the discovery of useful patterns, trends, and lessons learned. The purpose of this qualitative phenomenological study is to explore how the application of data analytics has impacted the discovery and reuse of knowledge in an ITSM operational context. The research method consisted of semi-structured interviews comprised of seven open-ended questions posed to participants who directly interacted with an analytics-assisted ITSM system, including a discussion of artifacts generated by the ITSM system and maintained by personnel in their daily work.

The eSourcing Capability Model for Service Providers (eSCM-SP), a best practices model, gives providers of IT-enabled services a reference model and capability determination methods that they can employ in order to develop and improve their capability to consistently deliver high-quality services. The BS 15000 specification for IT Service Management (BS 15000-1) is a standard that guides providers of IT services toward compliance with the industry&#x27;s best practice with respect to the management and delivery ...