Assessing and Improving SLAs for IT Service Providers, Linking Theory with Business

2013 ◽  
Author(s):  
R. M. Abushaban
Keyword(s):  
Service Providers ◽  
It Service

Open Innovation in the Shared Mobility Market

2021 ◽  
Vol 7 (4) ◽  
pp. 212
Author(s):  
Katarzyna Turoń ◽  
Andrzej Kubik
Keyword(s):  
Quality Of Service ◽  
Open Innovation ◽  
Service Providers ◽  
Mutual Benefit ◽  
It Service ◽  
Mobility Service ◽  
Factors Influencing ◽  
Shared Mobility ◽  
Practical Recommendations

The market for shared mobility services is growing very quickly. New types of vehicles have been introduced, and the offer of available services and functionalities has expanded, the purpose of which is to improve the quality of service. Despite all the improvements, it is still not possible to speak of achieving full availability of systems that meet the needs of users. This is due to the reluctant involvement of operators of shared mobility systems in joining Mobility as a Service platforms based on the idea of open innovation. The aim of the article is to analyze the factors influencing the limitations in the development of open innovations in the form of Mobility as a Service (MaaS) services. The authors focus on identifying the challenges and concerns faced by shared mobility service providers. The article supports the development of the concept of open innovation in shared mobility services. It also contains practical recommendations for the development of MaaS systems. The results of the developed research can be used by operators of shared mobility services, transport authorities, or IT service providers providing MaaS services to strengthen cooperation and integration using the language of mutual benefit.

IT Service Management Architectures

2018 ◽  
pp. 2920-2930
Author(s):  
Torben Tambo ◽  
Jacob Filtenborg
Keyword(s):  
Service Management ◽  
Enterprise Architecture ◽  
Service Providers ◽  
It Service Management ◽  
Operating Model ◽  
It Service ◽  
Full Picture

IT service providers tend to view their services as quasi-embedded in the client organisations infrastructure. Therefore, IT service providers lack a full picture of being an organisation with its own enterprise archicture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLA's and KPI's based on ITIL and newer frameworks like SIAM.

General Practitioners' Adoption and Use of ICT

2016 ◽  
pp. 152-168
Author(s):  
Quazi Omar Faruq
Keyword(s):  
General Practice ◽  
Information Management ◽  
Service Providers ◽  
Group Practice ◽  
Healthcare Team ◽  
World War ◽  
It Service ◽  
Solo Practice ◽  
Corporate Level

The influence of ICT in General Practice varied from a solo practice to a GP specialist of a primary healthcare team. Different factors influence the GP to use ICT. After 2nd World War the national legislative requirement influenced more to adopt ICT, of which most important is the Medicare or Medicaid payment and also the richness of the environment (measured by network readiness index). Shift to group practice or corporate level practice requires ICT support to handle automated actions (i.e. completing repetitive jobs, answering frequently asked questions by webpage). Role of telecommunication and IT service providers, and that of entrepreneurs for information management are also discussed. While discussing the challenges in implementing ICT in future model of GP service it focuses on the slow usage of computer and other IT products by doctors, as noted in the past decades.

General Practitioners' Adoption and Use of ICT

2020 ◽  
pp. 448-464
Author(s):  
Quazi Omar Faruq
Keyword(s):  
General Practice ◽  
Information Management ◽  
Service Providers ◽  
Group Practice ◽  
Healthcare Team ◽  
World War ◽  
It Service ◽  
Solo Practice ◽  
Corporate Level

The influence of ICT in General Practice varied from a solo practice to a GP specialist of a primary healthcare team. Different factors influence the GP to use ICT. After 2nd World War the national legislative requirement influenced more to adopt ICT, of which most important is the Medicare or Medicaid payment and also the richness of the environment (measured by network readiness index). Shift to group practice or corporate level practice requires ICT support to handle automated actions (i.e. completing repetitive jobs, answering frequently asked questions by webpage). Role of telecommunication and IT service providers, and that of entrepreneurs for information management are also discussed. While discussing the challenges in implementing ICT in future model of GP service it focuses on the slow usage of computer and other IT products by doctors, as noted in the past decades.

Quality-Oriented IT Service Management

2011 ◽  
pp. 108-123
Author(s):  
Patrick Wild
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Management ◽  
Service Providers ◽  
It Services ◽  
Quality Model ◽  
High Quality ◽  
Quality Requirements ◽  
Reference Models ◽  
It Service

<div>Due to the increasing importance of the tertiary sector, information technology (IT) organizations need to face up to new challenges, since their daily business has changed from development and operation of information technology to the customer oriented provision and management of IT services. In order to survive in the market, service providers need to offer and manage competitive and distinctive IT services. The “Profit Impact of Market Strategies” (PIMS) program has emphasized the need for service quality as being a crucial, strategic competitive factor. However, IT service providers do not have guidance of what quality requirements are supposed to be fulfilled to provide high-quality IT services. Different reference models and frameworks such as ITIL (Information Technology Infrastructure Library), COBIT (Control Objectives for Information and related Technology) and ISO 20000 are widely used by many IT organizations for improving service management processes and performance. However, these reference models do not address the improvement of service quality in a consistent manner and it is not clear whether these models have the capability to close quality gaps which may arise within a service provider environment.</div><div><br></div><div>Therefore, this chapter proposes an IT service quality model for identifying potential quality&nbsp;gaps and quality dimensions in an IT service provider environment. Furthermore, it proposes a set of different quality requirements combined in a “Quality Requirements Model for IT Services” that are needed in order to close the respective quality gaps and fulfill the individual quality dimensions. The model is developed by mapping&nbsp;the reference models ITIL v3, COBIT and ISO 20000 to the previously developed quality model. The results of the mappings emphasize that all three models are partially capable to close the individual gaps of the quality model as well as to guarantee the fulfillment of respective quality dimensions. The fulfillment of these developed quality requirements can be utilized as a guideline for providing and managing high-quality IT services in the long term.</div><div><br></div><div>Finally, the maturity level is analyzed and pointed out that most of the quality requirements are assigned to maturity stage 2 or 3. This implies that an IT service provider does not necessarily have to reach a maturity stage 4 or 5 being able offering high service quality.</div><div><br></div><div>In summary, the chapter provides guidance and quality-oriented IT Service Management to answer the following questions:</div><div><br></div><div><ul><li>What kind of quality gaps exist in a service provider environment?<br></li><li>Do reference models such as ITIL, COBIT and ISO 20000 have the capability to close quality gaps which may arise within a service provider environment?<br></li><li>What processes, activities and functions from which reference model are needed in order to close the respective gaps?<br></li><li>What quality requirements need to be implemented in order to provide high-quality IT services?<br></li><li>What maturity level do service providers need to reach in order to fulfill quality requirements?<br></li></ul></div>

Implementation of the ASP Organizing Vision

2011 ◽  
pp. 160-167
Author(s):  
Rajiv Kishore
Keyword(s):  
Organizational Innovation ◽  
Service Providers ◽  
It Services ◽  
Application Service Providers ◽  
It Service ◽  
Application Service ◽  
Governance Model ◽  
Adoption And Implementation ◽  
Organizing Vision ◽  
Client Side

A new breed of IT service providers, termed Application Service Providers (ASPs), has emerged during the last several years. While the ASP paradigm is opening new options for strategic governance of organizational IT infrastructures, implementation of this model is fraught with several uncertainties. This chapter describes a particular type of uncertainty, termed the “know-what” uncertainty, that firms generally face as they implement any techno-organizational innovation, and discusses some specific know-what uncertainties associated with the client adoption of the ASP paradigm. The chapter then discusses the role that participation and trust (in the ASP organizing vision) play in mitigating the client-side know-what uncertainties during the course of adoption and implementation of this new IT governance model. The chapter also provides some recommendations for clients and vendors for making this new IT services paradigm a successful reality.

scholarly journals Eco-Efficient Resource Management in HPC Clusters through Computer Intelligence Techniques

Energies ◽  
2019 ◽  
Vol 12 (11) ◽  
pp. 2129 ◽  
Author(s):  
Alberto Cocaña-Fernández ◽  
Emilio San José Guiote ◽  
Luciano Sánchez ◽  
José Ranilla
Keyword(s):  
Environmental Impact ◽  
High Performance ◽  
Service Providers ◽  
It Service ◽  
Genetic Fuzzy System ◽  
Trade Offs ◽  
Efficient Resource ◽  
The University ◽  
Performance Computing

High Performance Computing Clusters (HPCCs) are common platforms for solving both up-to-date challenges and high-dimensional problems faced by IT service providers. Nonetheless, the use of HPCCs carries a substantial and growing economic and environmental impact, owing to the large amount of energy they need to operate. In this paper, a two-stage holistic optimisation mechanism is proposed to manage HPCCs in an eco-efficiently manner. The first stage logically optimises the resources of the HPCC through reactive and proactive strategies, while the second stage optimises hardware allocation by leveraging a genetic fuzzy system tailored to the underlying equipment. The model finds optimal trade-offs among quality of service, direct/indirect operating costs, and environmental impact, through multiobjective evolutionary algorithms meeting the preferences of the administrator. Experimentation was done using both actual workloads from the Scientific Modelling Cluster of the University of Oviedo and synthetically-generated workloads, showing statistical evidence supporting the adoption of the new mechanism.

The Impact of Cloud-Based Digital Transformation on IT Service Providers

2017 ◽  
Vol 7 (4) ◽  
pp. 1-19 ◽  
Author(s):  
Trevor Clohessy ◽  
Thomas Acton ◽  
Lorraine Morgan
Keyword(s):  
Cloud Computing ◽  
Business Model ◽  
Business Models ◽  
Service Providers ◽  
Digital Transformation ◽  
Focus Group Study ◽  
Model Framework ◽  
It Service ◽  
Technology Service ◽  
The Impact

Cloud-based digital transformation is having a profound impact on new and incumbent information technology service providers. In transitioning from traditional to cloud-based service provision, some IT service providers are experiencing substantial difficulties in realizing effective business models. Taking the perspective of 20 large business model mature and small and medium enterprise born-on-the-cloud multinational IT service providers, this focus group study contributes to the dearth of research examining the broader impact of cloud computing on IT service providers' business model. The study provides two core insights. First, using the STOF business model framework, the paper provides a vivid contextual understanding of the nuanced impact of cloud computing along four core business model domains: service, technological, organisational and financial. Second, the study identifies a number of salient challenges which are impacting IT service providers' efforts to effectively leverage the benefits of cloud-based digital transformation.

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