Case study on IT service management process evaluation framework based on ITIL

2011 ◽  
Author(s):  
Min Liu ◽  
Zhiheng Gao ◽  
Weiping Luo ◽  
Jiangping Wan
Keyword(s):  
Process Evaluation ◽  
Service Management ◽  
Evaluation Framework ◽  
Management Process ◽  
It Service Management ◽  
It Service

scholarly journals Towards the Control and Prevention of Waste in IT Service Operation Using Fuzzy Logic: Focus in Incident Management Process

2020 ◽  
Vol 27 (3) ◽  
pp. 45-56
Author(s):  
Wadie Berrahal ◽  
Rabia Marghoubi ◽  
Zineb El Akkaoui
Keyword(s):  
Fuzzy Logic ◽  
Service Management ◽  
Incident Management ◽  
Management Process ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
It Service ◽  
Control And Prevention ◽  
It Operations

All production lines are continuously confronted with the phenomenon of waste, especially in IT operations. A waste is assessed in terms of the required resources and the cost employed to solve the problem behind it. Eliminating the waste in daily operations is essential to improve IT service management. This article aims to provide an estimation of the level of potential waste, where waste generation trends are provoked by the activities of IT service management processes. We are going to focus particularly on the possibility of applying a Lean improvement process to IT services processes when using fuzzy logic method. We specifically demonstrate our contribution through the application of fuzzy analysis to the incident management process. This approach also aims at developing a theoretical and pragmatic model and promoting the knowledge of IT experts. In order to make our framework as generic as possible, concepts of IT operations, including the incident management, are inspired by the Information Technology Infrastructure Library (ITIL), the most prominent framework for IT service governance according to the current literature.

IT Service Management Process Improvement based on ISO/IEC 15504: A systematic review

2012 ◽  
Vol 54 (3) ◽  
pp. 239-247 ◽  
Author(s):  
Antoni Lluís Mesquida ◽  
Antonia Mas ◽  
Esperança Amengual ◽  
Jose A. Calvo-Manzano
Keyword(s):  
Systematic Review ◽  
Process Improvement ◽  
Service Management ◽  
Management Process ◽  
It Service Management ◽  
It Service

A Mashup-Based Approach to Optimize Human Performance in IT Service Management

2015 ◽  
pp. 300-336
Author(s):  
Carlos Raniery Paula dos Santos ◽  
Lisandro Zambenedetti Granville ◽  
David Loewenstern ◽  
Larisa (Laura) Shwartz ◽  
Nikos Anerousis
Keyword(s):  
Service Provider ◽  
Human Performance ◽  
Service Management ◽  
Real Case ◽  
It Service Management ◽  
Improve Performance ◽  
It Industry ◽  
It Service ◽  
Multiple Factors

Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modeling and optimizing human-centered processes remains a challenging task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Therefore, the goal of this chapter is to introduce the concept of mashups as an effective approach to improve performance in terms of productivity and reliability of human-centered IT Service Management (ITSM) activities. In particular, this chapter aims to define management solutions required to deliver and demonstrate improvements in performance of human-centered ITSM processes. The introduced management solutions are examined through a real case study, related to the Request Fulfillment process.

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