Throughput and delay performance of transport user in congestion controlled hybrid ATM/TDMA networks

The end-to-end throughput and delay characteristics are analyzed for a virtual circuit (VC) transport user with an underlying ATM global congestion control scheme in a hybrid ATM/TDMA network

DSS Based IT Service Support Process Reengineering Using ITIL: A Case Study

The Information Technology Infrastructure Library (ITIL) is readily available for establishing the best practices, reengineering and improving the IT service support process. However, the ITIL framework only provides recommendations, and a company needs to explore a methodology for improving the IT service support process and adopting the best guidelines of ITIL framework. To this end, this chapter investigates upon how to apply the ITIL framework can be used for evaluating the current IT service support process and its reengineering. A set of Key Performance Indicators (KPI) were established which are monitored by a decision support system (DSS) for triggering on-going reengineering of IT service support process. A case study methodology is used for an effective reengineering of IT service support process. This chapter focuses on implementing the ITIL guidelines at an operational level, improving the service desk, incident management, problem management, change management, release management, and configuration. It also focuses on implementing the ITIL guidelines at a tactical level, improving the service level management, capacity management, IT service continuity management, service availability, and security management. The chapter describes a methodology and an experience in implementing process reengineering techniques following ITIL framework

ITIL-Based IT Service Support Process Reengineering

The Information Technology Infrastructure Library (ITIL) supports best practices, reengineering activities and IT service support processes. ITIL framework only provides recommendations, and companies need to utilize this framework to improve their IT service support processes and establish best practices. This study provides a methodology on how to apply the ITIL framework for evaluating the IT service support processes, its reengineering and alignment to best practices, and subsequent integration into a decision support system framework. A case study approach was used to identify a set of Key Performance Indicators (KPI) which were monitored by a decision support system (DSS) for triggering on-going reengineering of IT service support processes. This paper focuses on the implementation of the ITIL guidelines at the operational level, improvement of the service desk, and incident, problem, change, release, and configuration management. It also presents the implementation of the ITIL guidelines at the tactical level for the improvement of the service level, capacity, IT service continuity, service availability, and security management. We conclude by providing recommendations for future research