3,074 research outputs found
IT process architectures for enterprises development: A survey from a maturity model perspective
During the last years much has been published about IT governance. Close to the success of many governance efforts are the business frameworks, quality models, and technology standards that help enterprises improve processes, customer service, quality of products, and control. In this paper we i) survey existing frameworks, namely ITIL, ASL and BiSL, ii) find relations with the IT Governance framework CobiT to determine if the maturity model of CobiT can be used by ITIL, ASL and BiSL, and (iii) provide an integrated vista of IT processes viewed from a maturity model perspective. This perspective can help us understand the importance of maturity models for increasing the efficiency of IT processes for enterprises development and business-IT alignment
Aligning a Service Provisioning Model of a Service-Oriented System with the ITIL v.3 Life Cycle
Bringing together the ICT and the business layer of a service-oriented system
(SoS) remains a great challenge. Few papers tackle the management of SoS from
the business and organizational point of view. One solution is to use the
well-known ITIL v.3 framework. The latter enables to transform the organization
into a service-oriented organizational which focuses on the value provided to
the service customers. In this paper, we align the steps of the service
provisioning model with the ITIL v.3 processes. The alignment proposed should
help organizations and IT teams to integrate their ICT layer, represented by
the SoS, and their business layer, represented by ITIL v.3. One main advantage
of this combined use of ITIL and a SoS is the full service orientation of the
company.Comment: This document is the technical work of a conference paper submitted
to the International Conference on Exploring Service Science 1.5 (IESS 2015
The Use of ITIL for Process Optimisation in the IT Service Centre of Harz University, exemplified in the Release Management Process
This paper details the use of the IT Infrastructure Library Framework (ITIL)
for optimising process workflows in the IT Service Centre of Harz University in
Wernigerode, Germany, exemplified by the Release Management Process. It is
described, how, during the course of a special ITIL project, the As-Is-Status
of the various original processes was documented as part of the process life
cycle and then transformed in the To-Be-Status, according to the ITIL Best
Practice Framework. It is also shown, how the ITIL framework fits into the
four-layered-process model, that could be derived from interviews with the
universities IT support staff, and how the various modified processes
interconnect with each other to form a value chain. The paper highlights the
final results of the project and gives an outlook on the future use of ITIL as
a business modelling tool in the IT Service Centre of Harz University. It is
currently being considered, whether the process model developed during the
project could be used as a reference model for other university IT centres.Comment: 7 pages, 7 figure
Evolving IT management frameworks towards a sustainable future
Information Technology (IT) Management Frameworks are a fundamental tool used by IT professionals to efficiently manage IT resources and are globally applied to IT service delivery and management. Sustainability is a recent notion that describes the need for economic, environmental and social development with- out compromising the ability of future generations to meet their own needs; this applies to businesses as well as society in general. Unfortunately, IT Management Frameworks do not take sustainability into account. To the practitioner this paper demonstrates sustainability integration thereby allowing CIOs and IT managers to improve the sustainability of their organisation. To the researcher this paper argues that sustainability concerns need to be provided to IT Management through its integration into the mainstream of IT Management Frameworks. This is demonstrated through the high-level integration of sustainability in Six Sigma, C OBI T, ITIL and PRINCE2
Implementing centralised IT service management: drawing lessons from the public sector
[Abstract]: The IT service management model represents a paradigm shift for IT organisations as it deemphasizes the
management of IT assets and focuses on the provision of quality end-to-end IT services. This paper presents part
of an in-depth study that examines the experience of a government agency, Queensland Health, in the
implementation of a centralised IT service management model based on the ITIL framework. The paper sheds
light on the challenges and breakthroughs, distils a set of critical success factors and offers a learning
opportunity for other organisations. Outsourcing some activities and tool requirements to vendors was seen as
one contributor to success although ensuring effective technology transfer to in-house staff was also necessary.
Another success factor was centralisation of IT services. Commitment of senior management was also crucial as
was a recognition of the need for effective change management to transform the organisational culture to a
service-oriented focus
IT service management: towards a contingency theory of performance measurement
Information Technology Service Management (ITSM) focuses on IT service creation, design, delivery and maintenance. Measurement is one of the basic underlying elements of service science and this paper contributes to service science by focussing on the selection of performance metrics for ITSM. Contingency theory is used to provide a theoretical foundation for the study. Content analysis of interviews of ITSM managers at six organisations revealed that selection of metrics is influenced by a discrete set of factors. Three categories of factors were identified: external environment, parent organisationand IS organisation. For individual cases, selection of metrics was contingent on factors such as organisation culture, management philosophy and perspectives, legislation, industry sector, and customers, although a common set of four factors influenced selection of metrics across all organisations. A strong link was identified between the use of a corporate performance framework and clearly articulated ITSM metrics
A Model-Driven Approach for Business Process Management
The Business Process Management is a common mechanism recommended by a high number of standards for the management of companies and organizations. In software companies this practice is every day more accepted and companies have to assume it, if they want to be competitive. However, the effective definition of these processes and mainly their maintenance and execution are not always easy tasks. This paper presents an approach based on the Model-Driven paradigm for Business Process Management in software companies. This solution offers a suitable mechanism that was implemented successfully in different companies with a tool case named NDTQ-Framework.Ministerio de EducaciĂłn y Ciencia TIN2010-20057-C03-02Junta de AndalucĂa TIC-578
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