Ensuring efficient IT service management to increase information systems availability

In today’s information age the increase importance of Information Systems (IS) which are highly dependent of Information Technology (IT) forces organizations to deploy IT Service Management (ITSM) frameworks. The increase complexity of new IT technologies, products and deployment models makes the management of an IS a big challenge to manage and to ensure its availability. This complexity drives IT organizations to manage the environment by silos or technologies and inhibits a holistic view of the target environment leaving space for failures. This paper intends to analyze and identify these issues and proposes an IT management framework that will help IT organizations to provide a better management of IS4

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

A Comparison of Service Design Processes in Relevant International ITSM Models and Standards

International IT Service Management models (CMMI-SVC, MOF-4, and ITUP) and de facto or dejure standards (ITIL v3, ISO 20000-4) include a Service Design process as part of theirmandatory set of processes. Nevertheless such availability of processes, their used nomenclature,their phase-activity structure, and their granularity level used for their descriptions, are nonstandardized.Additionally, there are few - if any -comparative studies in Service Designprocesses. Consequently, ITSM academics are faced with a useful but disparate and disperseliterature, and ITSM professionals lack of practical insights regarding comparativecharacteristics of such Service Design processes. In this research, we address such real andacademic problematic, and develop a conceptual comparative study of Service Design processesof five relevant ITSM models and standards. Thus, we report a substantial description of eachone, and report an initial comparative scheme based in the criteria of clarity, completeness andbalance for assessing an overall value of each model or standard. Our findings suggest that ITSMmodels (MOF-4, ITUP and CMMI-SV) provide more informational value than ITSM standards(ITIL v3, ISO 20000-4). We conclude with the need to elaborate an integrative Service Designprocess which contains the minimal set of expected phases, activities, artifacts and roles using acommon nomenclature

Foundations Of Service Science Management And Business

This paper continues with the conspectus of Service Science for academicians and practitioners. It follows the previous paper, entitled Foundations of Service Science: Concepts and Facilities, with the express purpose of defining the scope of the discipline. A thriving flexible service economy has emerged through globalization and digitization, and as a direct result, the modern enterprise has a dynamically changing boundary based on a portfolio of services obtained through make, buy, or rent decisions. Through the application of information and communications technology (ICT), many organizations have adjusted everyday operations enabling them to go through a transformational process to achieve revenue growth by being able to respond more quickly to changing market conditions and by being more effective and efficient in the application of services. The viewpoint taken here is that service management and modern business usually employ a complex computer infrastructure, but their domain is by no means restricted to computer-based services

An extensive review of IT service design in seven international ITSM processes frameworks: Part II

The main international IT Service Management processes frameworks (ITIL v2, ISO/IEC 20000, COBIT 4.0, CMMI-SVC, MOF 4.0, and ITUP) include the design of IT services as part of their main best practices. However, despite having a common purpose and conceptual structure, they are organized differently. Hence, ITSM academic researchers and practitioners need to integrate a broad and diverse literature in relation to these frameworks. In Part I of this research, the authors pursued the goal of a descriptive-comparative analysis of fundamental concepts and IT service architecture design models used in the seven ITSM frameworks. In this paper (Part II) we complete this systemic analysis by using the ISO/IEC 15288 systems engineering standard and focusing on the IT design processes and practices reported in the aforementioned ITSM frameworks. Specifically, CMMI-SVC and ITUP are assessed in overall as the strongest frameworks from an engineering view, MOF 4.0 and ITIL v3 as moderate, and ISO/IEC 20000, ITIL v2 and COBIT as the weakest. ITSM academicians and in particular practitioners thus will need to distinguish their utilization according to the level of required detail of the IT service design process. This paper aims to advance our comprehension and understanding on the state of the art regarding what are IT services and how they can be designed. Thus it is of broad significance to ITSM researchers and practitioners

Assessment of IT Infrastructures: A Model Driven Approach

Several approaches to evaluate IT infrastructure architectures have been proposed, mainly by supplier and consulting firms. However, they do not have a unified approach of these architectures where all stakeholders can cement the decision-making process, thus facilitating comparability as well as the verification of best practices adoption. The main goal of this dissertation is the proposal of a model-based approach to mitigate this problem. A metamodel named SDM (System Definition Model) and expressed with the UML (Unified Modeling Language) is used to represent structural and operational knowledge on the infrastructures. This metamodel is automatically instantiated through the capture of infrastructures configurations of existing distributed architectures, using a proprietary tool and a transformation tool that was built in the scope of this dissertation. The quantitative evaluation is performed using the M2DM (Meta-Model Driven Measurement) approach that uses OCL (Object Constraint Language) to formulate the required metrics. This proposal is expected to increase the understandability of IT infrastructures by all stakeholders (IT architects, application developers, testers, operators and maintenance teams) as well as to allow expressing their strategies of management and evolution. To illustrate the use of the proposed approach, we assess the complexity of some real cases in the diachronic and synchronic perspective

Análisis y estudio sobre el gobierno y gestión de los servicios de TI en el mercado español

Este proyecto es un informe completo sobre la investigación realizada con el objeto de conocer cuál es la situación en la investigación, difusión del conocimiento, e implantación en las organizaciones que operan en España, con respecto a diferentes protocolos, buenas prácticas y normativas relacionadas con Gobierno y Gestión de Servicios TI (GyGS TI). Para la mejor visualización y comprensión de este documento se ha dejado en el mismo formato en el que se entregará a los participantes en los cuestionarios, a los socios de itSMF, y a otro amplio grupo de personas que han mostrado interés en este Observatorio. De manera que, en el anexo, encontrarán el documento “An{lisis y Estudio sobre el Gobierno y Gestión de los Servicios TI en el Mercado Español” en su formato original. Este Observatorio ha sido realizado durante los años 2008 y 2010, el cual analiza la situación pasada sobre el Gobierno y Gestión de los Servicios de TI (GyGSTI) entre las empresas que operan en España, este análisis se realiza a través de los resultados del cuestionario realizado en 2008, y prepara un segundo cuestionario para la conocer la situación en el 2010. Al mismo tiempo, realiza un estudio sobre el conocimiento existente en torno al Gobierno y Gestión de Servicios TI, a través de estudiar los libros más representativos sobre GyGS TI, las publicaciones académicas de investigación de GyGS, las principales empresas de análisis TI, y la situación sobre la difusión en el mercado español sobre GyGS TI a través de las revistas especializadas. Igualmente, el estudio ofrecerá una visión de la implantación de GyGS TI para que las empresas de cualquier tamaño puedan tener acceso, y realizar una comparativa (benchmarking) sobre su estado frente a sus iguales. Para finalmente ofrecer una visión de la evolución temporal del 2008 al 2010 y unas tendencias futuras. El objetivo es, entonces, analizar el estado y la implantación del GyGS TI entre las empresas que operan en España, e igualmente analizar la creación y difusión del conocimiento sobre esta misma área. _____________________________________________________________________________________________________________________________________________This project is a comprehensive report on the investigation in order to know what the situation in the research, knowledge dissemination, and implementation in organizations operating in Spain, with respect to different protocols, best practices and regulations related to IT Governance and Service Management (IT G&SM). For best viewing and understanding the final document is left in the same format as that given to participants in the questionnaires, itSMF members, and another large group of people who have shown interest in this Observatory. So, in the Annex, will find the “Analysis and Study on the IT Government and Service Management in the Spanish Market” in its original format. This final document is the result of the Observatory carried out during the years 2008 and 2010, which analyzes the past situation on the Governance and Service Management of IT Services (IT G&SM) between companies operating in Spain, this analysis is performed through the results the survey conducted in 2008, and prepares a second questionnaire to ascertain the situation in 2010. At the same time, it is also carried out a study on the existing knowledge about IT Government and IT Service Management, by studying the most representative books on these fields, publications academic research, major IT analyst firms, and the situation on the IT GSM Spanish market through specialized magazines. As well as, the study will provide for companies of any size an overview of the implementation of IT GSM Spanish implantation, thus these companies will be able to benchmark theirselves with their peers. Finally, this document gives an overview of the temporal evolution from 2008 to 2010 and some future trends. The aim is, then, to analyze the status and implementation of IT GSM among companies operating in Spain, and also to discuss about the creation and dissemination of knowledge on this same area.Ingeniería de Telecomunicació