The Analysis of Service Management Based Information Technology Systems at PT Mitra Solusi Telematika

Service Point is the spearhead that connects between the customer with the workforce engineer in the process of information technology services to improve IT services in the company. Often companies ignore this, whereas service point is one of the services of information technology services in order to ensure the sustainability of the business offered by the company. Analysis of incident management system in ITOP program and IT services service based on ITIL V3 framework for Service Point at PT Mitra Solusi Telematika is very much needed in effort to improve IT service to support Vision of PT Mitra Solusi Telematika become provider of integrated technology solution. One effort to improve IT services is by developing the process of providing IT services and services as a single point of contact that bridges between customers with all service point staff and IT services. The development of incident ITOP program management and IT support analysis begins with gathering information and analysis through a review of processes within existing ITOP programs, and ITIL V3 framework literature study. Analysis is done to refine the existing process. Once the document is created and developed, the next step is the document verification process to find out the purpose of the incident management process has been met. The results of this development of the management can facilitate the needs and improve IT services especially in Service Point Department PT Mitra Solusi Telematika for IT services to be maintained and measurabl

The nature of IT services from a management and IS research point of view

Theory building is not only underdeveloped in IT services management research, but in general in IS. Given the paradigm shift that comes from the development away from a networked economy towards a network economy, the lack of spending enough attention to theorizing in IS becomes even more obvious. In the light of other "megatrends" in IS research, such as the increasing professionalization and use of statistical methods and the exploitation of extremely large sets of data (often harvested from social media sites), we might lose interest in theorizing in the presence of the tremendous amount of available empirical data. In this position paper, the author advocates that services science researchers should focus on rigor and relevance in their research approaches

Federated and autonomic management of multimedia services

Over the years, the Internet has significantly evolved in size and complexity. Additionally, the modern multimedia services it offers have considerably more stringent Quality of Service (QoS) requirements than traditional static services. These factors contribute to the ever-increasing complexity and cost to manage the Internet and its services. In the dissertation, a novel network management architecture is proposed to overcome these problems. It supports QoS-guarantees of multimedia services across the Internet, by setting up end-to-end network federations. A network federation is defined as a persistent cross-organizational agreement that enables the cooperating networks to share capabilities. Additionally, the architecture incorporates aspects from autonomic network management to tackle the ever-growing management complexity of modern communications networks. Specifically, a hierarchical approach is presented, which guarantees scalable collaboration of huge amounts of self-governing autonomic management components

Innovation still needed? Service user participation in social care services and practice-led management

This paper considers the extent to which the empowerment of service users to participate in, or become active in, the management of care services is possible without further innovation in the way services are delivered and structured. Can such innovations be successful within bureaucratic and target driven environments? To what extent can leadership based on social work and care values be part of management? Can service user voice about the management of services be sustained beyond tokenism and, if so, how? It concludes that committed and innovative management is needed and that inevitably the pivotal person may well be the first line manager

Inter-organizational fault management: Functional and organizational core aspects of management architectures

Outsourcing -- successful, and sometimes painful -- has become one of the hottest topics in IT service management discussions over the past decade. IT services are outsourced to external service provider in order to reduce the effort required for and overhead of delivering these services within the own organization. More recently also IT services providers themselves started to either outsource service parts or to deliver those services in a non-hierarchical cooperation with other providers. Splitting a service into several service parts is a non-trivial task as they have to be implemented, operated, and maintained by different providers. One key aspect of such inter-organizational cooperation is fault management, because it is crucial to locate and solve problems, which reduce the quality of service, quickly and reliably. In this article we present the results of a thorough use case based requirements analysis for an architecture for inter-organizational fault management (ioFMA). Furthermore, a concept of the organizational respective functional model of the ioFMA is given.Comment: International Journal of Computer Networks & Communications (IJCNC

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

The role of primary care in adult weight management: qualitative interviews with key stakeholders in weight management services

Background: Primary care has a key role to play in the prevention and management of obesity, but there remain barriers to engagement in weight management by primary care practitioners. The aim of this study was to explore the views of key stakeholders in adult weight management services on the role of primary care in adult weight management. Methods: Qualitative study involving semi-structured interviews with nine senior dietitians involved in NHS weight management from seven Scottish health boards. Transcripts were analysed using an inductive thematic approach. Results: A range of tensions were apparent within three key themes: weight management service issues, the role of primary care, and communication with primary care. For weight management services, these tensions were around funding, the management model of obesity, and how to configure access to services. For primary care, they were around what primary care should be doing, who should be doing it, and where this activity should fit within wider weight management policy. With regard to communication between weight management services and primary care, there were tensions related to the approach taken (locally adapted versus centralised), the message being communicated (weight loss versus wellbeing), and the response from practitioners (engagement versus resistance). Conclusions: Primary care can do more to support adult weight management, but this requires better engagement and communication with weight management services, to overcome the tensions highlighted in this study. This, in turn, requires more secure, sustained funding. The example of smoking cessation in the UK, where there is a network of well-resourced NHS Stop Smoking Services, accessible via different means, could be a model to follow

The public sector's role in infertility management in India.

This objective of this paper is to explore the public sector's role in infertility management in India. It focuses on services available in the public sector, problems faced by and critiques of public sector providers. A postal survey was conducted with a sample of 6000 gynaecologists and in-depth interviews were conducted with 39 gynaecologists in four cities. The role of the public sector in infertility management is weak as even basic investigations and services were limited or incomplete. Inadequate infrastructure, inappropriate management including time management, lack of information and training, absence of clear protocols at all levels, private practice by public health doctors, pre-occupation with other health issues and lack of regulation were the main problems mentioned by providers. Amongst key recommendations are realistic and low-cost management, streamlining and regulating services, counselling of couples, providing information and raising awareness of patients, health personnel and policy makers

Performance paradoxes: The politics of evaluation in public services

About the book: Public Services Inspection in the UK provides a detailed account of the changing role of inspection in public services management. It outlines the continuing debates about providing inspection that encourages not only accountability but also effective service provision and best practice

Status and Potential of Fisheries and Aquaculture in Asia and the Pacific 2006

This publication highlights the interconnectivity and linkages between coastal ecosystems (mangroves, coral reefs, seagrasses, estuaries, and lagoons) across environ-mental, economic, social, and management contexts. It presents innovative approaches to better understand, protect and value ecosystems services across linked habitats, informing the trade-off of different land-use management decisions and the effects on healthy systems from drawing on ecosystem services from linked habitats. This report presents further evidence of the need to develop appropriate economic and governance frameworks that best protect the essential services from natural ecosystems that human populations will need for the future