A Reference Process Model for IT Service Management

Within the recent years the IT Infrastructure Library (ITIL) is increasingly used for the description and delivery of ITservices and can be regarded as a de-facto standard for IT Service Management. However, ITIL is a common practice approach without an explicit process definition which leaves many degrees of freedom. This paper presents the advancement to a reference model for the processes of IT Service Management and shows the integration into a comprehensive process framework for IT management

Multi-framework implementation of the problem management process

Many different information technology frameworks have been proposed to assist organizations implementing information technology. However, these frameworks are complex, difficult to implement and overlap each other turning their simultaneous implementation even more difficult to accomplish by organizations. This study proposes to develop an overlapless maturity model that not only help organizations dealing with the problems aforementioned. The model was applied and evaluated by experts in five organizations. The artefact was recognized as useful, complete and helpful in a multi-framework implementation by PM experts. This research provides contributions for academics since it distinguishes itself from the existing artefacts in the body of knowledge and is a baseline for further investigation.info:eu-repo/semantics/publishedVersio

A PRACTICAL TEST OF A PROCESS MODEL FOR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM SELECTION WITH AN AUTOMOTIVE SUPPLIER

Selecting suitable customer relationship management systems (CRM) is a decision problem with economic, behavioural, technical and functional implications. It is important to methodically identify an appropriate solution with regard to the various aspects of the decision. In this paper, a practical test of the previously developed customer relationship management system selection (CRMSS) process model is conducted in a case study with an automotive safety goods supplier. The process model used was constructed based on a literature review and further refined by expert interviews and two international online surveys. To test the models applicability and align phases, tasks, roles and deliverables with practical experiences, qualitative interviews were conducted with the different stakeholders in the evaluation project. The CRMSS process model was then further refined according to the conclusions drawn from the presented case study. The first application of the process model suggests that it is considered as relevant for practice and can be understood and applied successfully for a CRM selection and evaluation. In the context of the case study the model was customised to meet the needs of the project

Towards a Process Model for Efficient Customer Relationship Management System Selection

Changes to the economic and competitive environment require a reorientation of companies’ communication activities, which has implications for the customer relationship management (CRM). Assistance provided by information communication technology (ICT) is an important component of reacting to these potential changes. The failure rate of CRM implementation projects is high when it comes to measuring the impact. It is crucial to evaluate system solutions before making an investment decision. Based on a literature review, the authors developed a CRM evaluation approach to select CRM systems that suit the particular needs of a company. This approach resulted in a CRM system selection (CRMSS) model that covers the whole process of evaluating CRM systems, once a CRM strategy has been defined, and before the implementation phase begins

A process model for customer relationship management system selection

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An Overlapless Problem Management Maturity Model For Multi-Framework Assessment (ITIL, COBIT, CMMI-SVC)

As Tecnologias da Informação (TI) expandiram-se drasticamente nas últimas três décadas mudando a forma como as organizações interagem, planeiam, projetam, entregam, operam e controlam os serviços de TI de forma a obterem vantagem competitiva e melhor custo-benefício melhorando os seus processos e medindo o desempenho para uma melhoria continua. Para alcançar a eficiência e eficácia operacional desejada, as organizações precisam adotar um ambiente estruturado. Muitas ferramentas de TI diferentes foram propostas para ajudar as organizações a se tornarem mais eficientes em termos de custo, gerindo a sua prestação de serviços. As ferramentas de TI apresentam algumas semelhancas, até chegam mesmo a partilhar alguns dos processos. A maior preocupação entre as organizações é obter o melhor de todas as ferramentas de acordo com suas necessidades de negócios e, por vezes, difíceis de implementar, as organizações acabam por fazer algum trabalho redundante e como também as ferramentas se sobrepõem umas às outras, tornam a sua implementação simultânea ainda mais difícil de ser realizada pelas organizações. Esta tese propõe o desenvolvimento de um modelo de maturidade para o processo para a Gestão de Problemas (GP) que abranja as ferramentas de TI mais populares e usadas pelas organizações. A metodologia de pesquisa utilizada é Design Science Research (DSR). Entrevistas semi-estruturadas foram utilizadas em cinco organizações para demonstrar e avaliar a proposta. Esta pesquisa torna-se uma vantagem para o mundo profissional pois permite avaliar o estado actual de eficacia e eficiencia operacional da sua organização sem a sobreposicao, identificando tambem as etapas necessarias para a alcançar o nivel desejado. Por outro lado, esta pesquisa também é útil para o meio acadêmico porque distingue-se dos artefatos existentes por ser nova e inovadora, provando ser efetiva em cenários reais. No entanto, também é escalável porque sua pesquisa pode ser expandida para outros processos. Além disso, também reforça o problema de sobreposição das ferramentas e proporciona a consciencialização das organizações em relação ao nível real de maturidade do PM.Information Technology (IT) has expanded dramatically in last three decades and changed how organizations interact, plan, design, deliver, operate and control IT services to achieve competitive advantage and more cost effective through the achievement of operational improvements on their processes as well as understand how to measure performance and continuously improve. To achieve operational efficiency and effectiveness, organizations need to adopt a structured environment. Many different IT frameworks have been proposed to help organizations to become more cost effective by managing their service delivery. The IT frameworks have some similarities and even share some processes. One of the most concerns among organizations is to get the best of all frameworks according to their business needs and sometimes organizations consider difficult to implement, ending up doing some redundant. This thesis proposes a Maturity Model (MM) for the Problem Management (PM) process that covers the most popular and used IT frameworks. The research methodology used is Design Science Research (DSR). In addition, semi-structured interviews were used in five organizations to demonstrate and assess the proposal. This research reckons a novel insight to the actual Body of Knowledge (BoK). Practitioners consider the proposed maturity model as useful and complete. For them, the main contribution of this research is possibility to assess their current operational efficiency and effectiveness state and identify the required steps to reach the desired level. In other hand, this research is also useful for the academics because it distinguishes itself from the existing artefacts by being new and innovative, proving to be effective in real scenarios. Nevertheless, it is also scalable because this research can be expanded for other IT processes. In addition, it also bolsters up the well-known framework overlap problem and prop up the awareness of the organizations regarding the actual PM maturity level

Eine Analyse der Literatur zur Referenzmodellierung im Geschäftsprozessmanagement unter Berücksichtigung quantitativer Methoden

Im Geschäftsprozessmanagement nimmt die Referenzmodellierung bei der Gestaltung von Geschäftsprozessen eine große Bedeutung ein, da auf bereits existierende Modelle zurückgegriffen werden kann. So kann Zeit für die Entwicklung der Prozesse eingespart und von bereits etabliertem Wissen profitiert werden. Die vorliegende Masterarbeit analysiert die Literatur im Bereich der Referenzmodellierung im Geschäftsprozessmanagement unter Berücksichtigung quantitativer Methoden. Es werden insbesondere die Forschungsrichtungen bzw. Themenbereiche, Entwicklungen und der aktuelle Stand der Literatur in diesem Bereich ermittelt. Zunächst werden deutsch- und englischsprachige Artikel nach bestimmten Kriterien ausgewählt. Anschließend folgt eine quantitativ orientierte Analyse der Literatur. Dabei kommt die Latente Semantische Analyse zum Einsatz, mit deren Hilfe Themenbereiche ermittelt werden und die einzelnen Beiträge den ermittelten Themenbereichen zugeordnet werden können. Darüber hinaus wird die Entwicklung der Anzahl der Artikel in den Themenbereichen im Zeitverlauf betrachtet und auf Unterschiede zwischen der deutsch- und englischsprachigen Literatur eingegangen. In der darauf folgenden qualitativ orientierten Analyse werden die Artikel der einzelnen Themenbereiche inhaltlich analysiert und der aktuelle Stand der Forschung dargestellt. Nicht zuletzt werden die Ergebnisse der qualitativen Analyse in Bezug zu den Ergebnissen der quantitativen Analyse gesetzt