Information technology. Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011

2015 ◽  
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Iso 9001 ◽  
It Service Management ◽  
It Service

scholarly journals An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Information ◽  
2021 ◽  
Vol 12 (3) ◽  
pp. 111
Author(s):  
João Serrano ◽  
João Faustino ◽  
Daniel Adriano ◽  
Rúben Pereira ◽  
Miguel Mira da Silva
Keyword(s):  
Information Technology ◽  
Life Cycle ◽  
Literature Review ◽  
Service Provider ◽  
Service Management ◽  
It Service Management ◽  
It Services ◽  
It Service ◽  
Support Organizations ◽  
Management Literature

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.

Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 173-182
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored.

scholarly journals proposal of the Information Architecture positioning in the management of the TI services

2011 ◽  
Vol 5 (1) ◽  
pp. 50-55
Author(s):  
Maurício Rocha Lyra ◽  
Claudio Gottschalg Duque
Keyword(s):  
Decision Making ◽  
Information Technology ◽  
Best Practices ◽  
Service Management ◽  
Information Architecture ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service

The Information Technology Infrastructure Library (ITIL) provides a framework of best practices for managing of the information technology (IT) services. In the framework of this study it is clear that it does not have space in your body for information architecture. One of the goals information architecture to organize information for decision making, how can this be out of context? The proposed positioning of this paper presents evidence that the perception that the concepts of information architecture are present on the needs of IT service management. This proposal will encourage the union of bodies of knowledge thereby facilitating the creation of strategy and design services.

Leveraging Service Management to Achieve Sustainability Goals

2014 ◽  
Vol 5 (4) ◽  
pp. 58-72 ◽  
Author(s):  
Mark S. Blanke ◽  
Thomas Abraham
Keyword(s):  
Information Technology ◽  
Significant Role ◽  
Service Management ◽  
It Strategy ◽  
It Service Management ◽  
It Services ◽  
Green It ◽  
It Service ◽  
Sustainability Strategies ◽  
It Operations

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.

Information Technology Service Management and Opportunities for Information Systems Curricula

2011 ◽  
pp. 2606-2616
Author(s):  
Sue Conger
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Operations Management ◽  
Service Management ◽  
It Management ◽  
It Service Management ◽  
It Service ◽  
Technology Service ◽  
Information Technology Service ◽  
It Operations

Historically, information systems (IS) programs have taught two of the three areas of information technology (IT) management: strategy and management, and applications development. Academic programs have ignored the third area, IT operations. IT operations management is becoming increasingly important as it is recognized as consuming as much as 90% of the IT budget and as acquisition of software becomes more prevalent than development of custom applications. Along with the shift of management focus to IT operations, standards such as the IT infrastructure library (ITIL) have been adopted by businesses to guide the development of processes for IT operations that facilitate evolution to IT service management. This shift to servitizing IT management, creates an opportunity for IS programs to align with business practices by innovating in the teaching of IT service management. Several methods of incorporating ITSM material into educational programs are explored. [Article copies are available for purchase from InfoSci-on-Demand.com]

ICT Helpdesk Improvement through Decentralized Strategy

2017 ◽  
Vol 4 (1) ◽  
pp. 41-45
Author(s):  
Benny Yunianto
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Service Level Agreement ◽  
Service Level ◽  
It Service Management ◽  
It Service ◽  
Business Goals ◽  
Business Requirement ◽  
Future Condition

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.

PENILAIAN IT SERVICE MANAGEMENT PADA INFRASTRUKTUR TEKNOLOGI INFORMASI PT. TELKOM KOTA BENGKULU MENGGUNAKAN ITIL V3

2020 ◽  
Vol 21 (1) ◽  
pp. 34-41
Author(s):  
Desi Mahdalena ◽  
Widya Cholil
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Business Processes ◽  
Service Providers ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
It Service ◽  
Consumer Perspective

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.

scholarly journals 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

2018 ◽  
Vol 8 (5) ◽  
pp. 4023 ◽  
Author(s):  
Imam Asrowardi ◽  
Septafiansyah Dwi Putra ◽  
Eko Subyantoro ◽  
Norzaidi Haji Mohd Daud
Keyword(s):  
Information Technology ◽  
Business Strategy ◽  
Service Management ◽  
Assessment Tool ◽  
Process Assessment ◽  
It Service Management ◽  
It Services ◽  
Communication Infrastructure ◽  
Science Field ◽  
It Service

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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