IT Service Management Knowledge Ecosystem – Literature Review and a Conceptual Model

Information Technology Service Management (ITSM) is a customer-centric approach to manage IT Services in order to provide value to the business. The ITSM Knowledge ecosystem comprises multiple knowledge areas including process frameworks, technology tools and skills. Organisations struggle to comprehend the ecosystem due to the sheer volume and dynamic nature of the business technology environment. A Systematic Literature Review was conducted to understand the state of the current research in ITSM knowledge ecosystem. The review indicated that the focus of the existing research is skewed towards process frameworks knowledge area neglecting tools and training. The approach proposed in the extant research fails to provide a holistic view of the ecosystem. To overcome the limitations a conceptual model is proposed based on Knowledge Commons theory

Modelo de maturidade de excelência operacional : estudo de caso em empresa do setor plástico

Orientador : Prof. Dr. Marcelo Gechele CletoDissertação (mestrado) - Universidade Federal do Paraná, Setor de Tecnologia, Programa de Pós-Graduação em Engenharia de Produção. Defesa : Curitiba, 23/02/2018Inclui referênciasResumo:Abstract

Marco para la definición y adecuación de una "service management office" en el contexto de los servicios de tecnologías de la información

La gestión de servicios de tecnologías de información (ITSM por sus siglas en inglés) está vinculada a la implementación y gestión de servicios de TI que buscan satisfacer las necesidades de las empresas. Dicha gestión es llevada a cabo por proveedores de servicios de TI a través de una combinación adecuada de tecnología, personas, procesos e información. La necesidad de realizar esta gestión parte del hecho de que los servicios de TI se han convertido en un activo indispensable dentro de las organizaciones, pasando de ser una herramienta operativa a un componente estratégico. Así, la gestión de servicios de TI ha dado lugar al surgimiento de marcos y modelos orientados a llevar a cabo esta gestión de una manera más eficiente. Más allá de las ventajas y desventajas de la implementación que cada uno de éstos provee, el análisis de literatura efectuado lleva a concluir que, para lograr el éxito y eficacia, se requiere de un adecuado seguimiento y control que vaya más allá de la fase de implementación. Dado que una de las actividades clave para la permanencia y mejora en la gestión de servicios de TI es llevar a cabo actividades post-implementación, esta tesis doctoral está dirigida a proporcionar un marco de procesos basados en las mejores prácticas de gestión de servicios de TI, que permita definir y adecuar la implementación de una Service Management Office (SMO) en el contexto de los servicios de TI, para que las organizaciones que tengan implementados procesos de gestión de servicios de TI, dispongan de una guía que les apoye a garantizar el cumplimiento de sus estrategias de servicio. Para el desarrollo de esta tesis se ha seguido una metodología de investigación sólida e integral que ha incluido el análisis sistemático de literatura y la integración de metodología tanto cualitativa como cuantitativa, incluyendo la aplicación de una encuesta a empresas hispanoamericanas para obtener evidencia de la necesidad de una SMO. La propuesta del diseño de la SMO se ha abordado a través de un análisis efectuado a diversos marcos y modelos de gestión de servicios de TI, prestando especial atención a aspectos tales como: objetivo, prácticas, roles, estructura organizacional, artefactos (entregables), pasos para su implementación, evolución (niveles de capacidad), existencia de un service manager, y existencia de una SMO. La última fase del diseño de investigación se basa en una validación empírica del marco propuesto a través de su implementación en dos casos de estudio en empresas reconocidas internacionalmente. La evidencia obtenida de dicha validación indica que el marco para la definición y adecuación de una SMO contribuye, en las organizaciones que lo adopten a: definir, monitorear y auditar procesos en operación y transición, que permiten una mejora de ejecución de sus procesos basado en el cumplimiento de niveles de capacidad. Estos resultados también se evidenciaron en mejoras contundentes en las estrategias de servicios de TI, entre los que se encontraron la generación de nuevos flujos de trabajo, el establecimiento formal en la estructura organizacional de una SMO, la mejora en la satisfacción de sus clientes y mejoras en el cumplimiento de los niveles de servicio a sus usuarios. ______Information technology service management (ITSM) is linked to the implementation and management of quality IT services intended to meet company needs. Such management is carried out by IT service providers through an adequate combination of technology, people, processes and information. The need to carry out this management stems from the fact that IT services have become an essential asset within organizations, shifting from being an operating tool to a strategic component. So, IT service management has given rise to various frameworks and models aimed at carrying out this management more efficiently. Aside of the advantages and disadvantages provided by the implementation of these frameworks and models, the literature analysis conducted leads to the conclusion that, in order to attain success and effectiveness from any of these models, adequate follow-up and control is required beyond the implementation phase. Considering that one of the key activities to attain permanence and improvement of the efficiency of IT service management is carrying out post-implementation activities, this doctorate thesis is intended to provide IT service managers with a process framework that is based in the best practices in IT service management allowing them to define and adapt the implementation of a Service Management Office (SMO) within the context of IT services, so that organizations have IT service management processes in place, and guidance allowing them to guarantee compliance of their strategies through an analysis conducted on various IT service management frameworks and models, with an emphasis on aspects such as: objective, practices, roles, organizational structure, deliverables, steps for implementation, evolution (maturity levels), the existence of a service manager, and the existence of an SMO. In order to develop this thesis, a solid, integral research methodology was followed, including the systematic analysis of literature and the integration of a qualitative and quantitative methodology, as well as the application of a survey to a set of Latin American companies in order to obtain evidence of the definitive need for an SMO. The last stage of the research design is based in an empirical validation of the proposed framework through its implementation in two study cases in internationally renowned firms. The evidence obtained from such validation indicates that the framework for definition and adaptation of an SMO contributes, in the organizations that adopt it to: defining, monitoring and auditing operating and intransition processes, which allows for better monitoring of processes based on compliance of capacity levels and, consequently, a more efficient and organized execution. These results also became evident in dramatic improvements in workflows, in the formal establishment of an SMO in the organizational structure, and an improvement in customer satisfaction and compliance of service levels

Re-architecting the failure analysis supply chain

Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Engineering Systems Division; in conjunction with the Leaders for Manufacturing Program at MIT, 2007.This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.Includes bibliographical references.With customer satisfaction and lifecycle product quality becoming a competitive advantage, technology companies are motivated to look beyond their historical focus on forward supply chain management. Operational excellence in customer returns management, failure analysis, and closed loop corrective action is taking on an increasingly important role as companies strive to improve their business processes, policies and supply chains to achieve a world-class leadership position in their industry. In the competitive high-tech industry, companies face a number of challenges in managing customer returns and re-architecting their failure analysis supply chains to support a closed loop corrective action approach to product quality. Supporting globally distributed customers through a diverse network of outsourced manufacturing, repair, failure analysis and logistics partners increases the complexity of the supply chain architecting problem. This thesis proposes a holistic enterprise architecting approach, including governance, process, network design, organization, enabling technology, and performance management elements that should be considered when re-architecting the failure analysis supply chain. During this process, strategic decisions need to be made regarding supply chain designs that are aligned with the vision of the enterprise.(cont.) Operations managers and leaders can use data-driven, collaborative approaches supported by decision support tools like the "Decision Model for Failure Analysis Supply Chain" to align decisions with customer value and stakeholders' needs. Implementing changes based on these strategic decisions requires understanding organizational dynamics within the enterprise. An understanding of the "frame of reference" that guides decision makers can help address implementation challenges. In addition, communication, training and alignment of incentives across functional groups to encourage collaboration can allow enterprises to make strategic decisions that are successfully implemented. The strategies proposed in this thesis are intended to aid managers in making monumental changes to their "reverse" operations and exceeding customer expectations.by Tejaswini Hebalkar.S.M.M.B.A