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

Toward an integrated conceptualization of the service and service system concepts: A systems approach

Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, but at the same time, the lack of standardized conceptualizations is a source of confusion to IT practitioners and academics. Given this problematic situation, we pose that a systems approach is useful to address it. In this article, we review and synthesize key studies in these knowledge streams to design: (i) a framework to characterize both concepts under a system view and, (ii) harmonized definitions (e.g. identification of shared and essential properties) for such fundamental concepts. Our main contribution is scholastic, but we are confident that the posed conceptual artifacts can be further used to elaborate standardized definition for the IT service and IT service system constructs, as well as analysis tools for describe real service systems

Toward an integrated conceptualization of the service and service system concepts: a systems approach

Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, but at the same time, the lack of standardized conceptualizations is a source of confusion to IT practitioners and academics. Given this problematic situation, we pose that a systems approach is useful to address it. In this article, we review and synthesize key studies in these knowledge streams to design: (i) a framework to characterize both concepts under a system view and, (ii) harmonized definitions (e.g. identification of shared and essential properties) for such fundamental concepts. Our main contribution is scholastic, but we are confident that the posed conceptual artifacts can be further used to elaborate standardized definition for the IT service and IT service system constructs, as well as analysis tools for describe real service systems

An overview of models and standards of processes in the SE, SwE and IS disciplines

This chapter develops a descriptive-conceptual overview of the main models and standards of processes formulated in the systems engineering (SE), software engineering (SwE) and information systems (IS) disciplines. Given the myriad of models and standards reported, the convergence suggested for the SE and SwE models and standards and the increasing complexity of the modern information systems, we argue that these ones become relevant in the information systems discipline. Firstly, we report the ratio- nale for having models and standards of processes in SE, SwE and IS. Secondly, we review their main Overview of Models and Standards of Processes in the SE, SwE, and IS Disciplines characteristics. Thirdly, based on the identified aims and principles, we report and posit the concepts of process, system and service as conceptual building blocks for describing such models and standards. Finally, initial theoretical and practical implications for the information systems discipline of such models and standards are discussed, as well as recommendations for further research are suggested

A risk-based MADM model for selecting free-libre open source software tools in the domain of IT service management

The availability of free-libre open source software (FLOSS) has stimulated their organizational implementation in many countries. The main attractiveness for it is the free-cost license of usage regarding with acquisition of COTS (components of the shelf) commercial software, among other factors such as: maturity status, available technical community support, popularity, and compliance to international standards. However, not of the all FLOSS tools released from such FLOSS development projects achieve the expected qualities, and thus organizations interested in using them must conduct a careful evaluation-selection process. With this in mind, several evaluation-selection frameworks for FLOSS have been reported in the literature and some studies have identified a set of organizational factors associated to successful and failed utilizations of FLOSS tools in organizations. In this research, we elaborate a FLOSS Evaluation-Selection model by combining both sets of literature on FLOSS evaluation models and FLOSS implementation models. This model is implemented with a MADM (Multi-Attribute Decision-Making) risk-based mechanism. We illustrate this model with the evaluation-selection of a FLOSS tool in the domain of Information Technology Service Management (ITSM). Hence, this paper contributes to our body of knowledge with the provision of a simplified evaluation-selection model for FLOSS tools derived from two core sets of FLOSS literatures, under an innovative risk-based approach

An MADM risk-based evaluation-selection model of free-libre open source software tools

Free-Libre Open Source Software (FLOSS) tools are free-cost license highly attractive to be implemented by organizations. However, not of all the FLOSS tools are mature, and failed implementations can occur. Thus, FLOSS evaluation-selection frameworks and FLOSS success-failure implementation factors studies have been conducted. In this research, we advance on such studies through an integrated FLOSS evaluation-selection model with a risk-based decision making approach. Our model was built upon the other two literatures, and it was structured as a Multi-Attribute Decision Making (MADM) model which contains 12 variables grouped in four risk categories: financial, organizational, end-user and technical ones. We illustrated its utilization in the domain of Information Technology Service Management (ITSM) FLOSS tools. Hence, our model contributes to the FLOSS literature with the inclusion of the risk management approach and to the FLOSS evaluation-selection praxis with the provision of an innovative and essential risk-based model

A conceptual descriptive-comparative study of models and standards of processes in SE, SwE, and IT disciplines using the theory of systems

e increasing design, manufacturing, and provision complexity of high-quality, cost-efficient and trustworthy products and services has demanded the exchange of best organizational practices in worldwide organizations. While that such a realization has been available to organizations via models and standards of processes, the myriad of them and their heavy conceptual density has obscured their comprehension and practitioners are confused in their correct organizational selection, evaluation, and deployment tasks. Thus, with the ultimate aim to improve the task understanding of such schemes by reducing its business process understanding complexity, in this article we use a conceptual systemic odel of a generic business organization derived from the theory of systems to describe and compare two main models (CMMI/SE/SwE, 2002; ITIL V.3, 2007) and four main standards (ISO/IEC 15288, 2002; ISO/IEC 12207, 1995; ISO/IEC 15504, 2005; ISO/IEC 20000, 2006) of processes. Description and comparison are realized through a mapping of them onto the systemic model

A conceptual descriptive-comparative study of models and standards of processes in sE, swE, and It disciplines using the theory of systems

The increasing design, manufacturing, and provision complexity of high-quality, cost-efficient and trustworthy products and services has demanded the exchange of best organizational practices in worldwide organizations. While that such a realization has been available to organizations via models and standards of processes, the myriad of them and their heavy conceptual density has obscured their comprehension and practitioners are confused in their correct organizational selection, evaluation, and deployment tasks. Thus, with the ultimate aim to improve the task understanding of such schemes by reducing its business process understanding complexity, in this article we use a conceptual systemic model of a generic business organization derived from the theory of systems to describe and compare two main models (CMMI/SE/SwE, 2002; ITIL V.3, 2007) and four main standards (ISO/IEC 15288, 2002; ISO/IEC 12207, 1995; ISO/IEC 15504, 2005; ISO/IEC 20000, 2006) of processes. Description and comparison are realized through a mapping of them onto the systemic model

18P. CMMI (SW, DEV, SVC) Compliance of SDLCs:

In this paper a high-level strategic conceptual assessment on the extent of compliance of the three main Software Development Lifecycles (SDLCs) - STD, RUP, and MSF-CMMI, with three of the main CMMI schemes (SW, DEV, and SVC) is reported. While that the SDLCs theme is a permanent and shared topic in information systems and software engineering research, however, the compliance of SDLCs with IT standards has been few explored. Our research goal is to establish an initial high-level strategic assessment on how the most usual SDLCs satisfy three of the main CMMI schemes. Compliance analysis is based on: (i) previous results reported in literature, (ii) a comparison of the CMMI specific goals of each process area versus the generic SDLCs core workflows descriptions, and (iii) joint academic and research expertise in SW standards from authors. This paper contributes an initial assessment which should be considered from a strategic view due to the coarse unit of analysis. A finer grain analysis in the level of SLDCs’ workflows and activities versus CMMI’s specific practices and typical work products is suggested