ITIL and IT Service Management

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Information Technology (IT) has provide many benefits for the organizations. Moreover, in line with rapid technological developments, IT has become an important part and the strategic approach of a business within the organization. Hence, it needs a service level management process that be able to meet demand within the IT service targets. In addition, to address the needs of IT services rapidly changing to the market, new competition, and the rule of law, an organization should be able to align their assets such as people, processes, and technology with the planning, rules and policies, procedures, roles and responsibilities, and measurements. The process is set within the SOA governance. There are several components in SOA governance that can complete the process in IT service level management based on ITIL V3. The research combines the activities of IT service level management and SOA governance components for designing IT service level management process in organization. Started from identifies the activities of IT service level management on ITIL V3 framework and SOA governance components. Then mapping of interconnected between the activities and components to produce IT service level management framework.

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This paper describes the making of a service catalog of IT to a company using Information Technology Infraestructure Library (ITIL). To achieve alignment to the business, the IT industry needs to provide strategic information to the board. Thus, it is essential that the IT department has a service catalog showing who is the customer, user and IT analyst for each system so the directors have sense of values provided by the IT industry as well as traceability of any lack of requirements. Resumo. Este artigo descreve a confecção de um catálogo de serviços da área de TI para uma empresa usando Information Technology Infraestructure Library (ITIL). Para alcançar o alinhamento ao negócio da empresa, o setor de TI precisa fornecer informações estratégicas para a diretoria. Com isso, é fundamental que a área de TI tenha um catálogo de serviços mostrando quem é cliente, usuário e analista de TI para cada sistema para que os diretores tenham noção dos valores fornecidos pelo setor de TI, bem como a rastreabilidade sobre eventual ausência de requisitos.

Agile mode projects are increasingly popular among IT Department, including the most complex organizations. The deployment of agility on a larger scale fits over a long period because the motivations are part of a persistent setting. The deployment of large-scale agility is therefore based on a deep and lasting transformation of the organization. In order to support transformational business changes, IT must streamline the top-down process of new IT processes. The success of an IT service and asset management depends on innovation, agility, and efficiency to accompany the transformation of the organization from a traditional vision to a digital vision. The aim of this article is to propose a practical agile framework to improve IT service and asset management ITSM/ITAM processes through a case study in the organization. The finding will help organizations to assess their capabilities and to address the procedural, technical and human aspects of IT service and asset management.

Information technology (IT) has become ubiquitous over the last three decades, underpinning every aspect of daily activity. In parallel, the provision of information technology has become increasingly more service-oriented, necessitating the managed delivery of cost-effective services. During that time, one information technology service management (ITSM) framework, the Information Technology Infrastructure Library (ITIL), has emerged to become widely accepted as the predominant best practice framework. This includes within the education sector where there has been a significant and sustained investment in technology since the mid-1990s. Despite this investment and the increasing adoption of best practice frameworks such as ITIL, national assessment of information and communication technology literacy (ICTL) over the last decade has not demonstrated a marked improvement. Whilst there is research into the acceptance and use of technology by teachers in schools, little academic research has been conducted into ITIL implementations in small and medium enterprises (SME), particularly in the education sector. The literature on the perceptions of users and IT staff regarding ITIL as a mode of IT support, along with any effect this has on the use of technology, is another area of paucity. Both these areas are addressed by this study, the objective of which is to investigate ITIL Service Desk implementations in independent schools in NSW with a focus on IT staff and user perceptions and acceptance of the Service Desk function and processes. Also explored are any effects on technology usage frequency in the classroom and whether any correlation exists between this and the mode of IT support. The de facto status of ITIL as the common framework for delivery of IT services, with the Service Desk as the primary entry point, is confirmed by the findings, which also reveal an endemic avoidance of the Service Desk processes along with a preference for personal interaction for IT support. The positive and negative effects of perceptions are highlighted and while the effect on technology usage frequency is not quantifiable, perceptions of its increase predominate, despite the finding that this opinion is more prevalent in organisations that state no means of measuring this. This study makes practical contributions for IT support professionals by offering insights into everyday issues and has the potential to stimulate discussion on alternate modes of IT support.

Beyond Budgeting is an innovation from the management accounting literature that seeks to improve performance and manage organisations through flexible sense-and-respond type mechanisms, rather than the more rigid traditional command-and-control models. This contemporary thinking in management accounting resonates strongly with contemporary thinking in information systems development (ISD). In particular, the Beyond Budgeting model shares many similarities with agile software development (ASD) with both having a distinctly agile and flexible foundation. This paper discusses the history of Beyond Budgeting, its relationship with performance management and its appropriateness for the field of software development.

La adopción de nuevos procesos de calidad implica tiempo y esfuerzo valiosos para la empresa que son recompensados con mejoras en eficiencia y efectividad, es por eso que siempre ha sido conveniente aprender de las lecciones de casos de implementación e implantación. En este artículo se presentan algunas lecciones y recomendaciones de la implementación de una herramienta computacional para la implantación de un Service Desk bajo el enfoque de ITIL para la gestión de solicitudes de TI.

DOI: 10.13140/RG.2.1.4592.6885

Nepal’s IT-BPO industry is in a nascent and formative stage. There are already some IT policies, basic ICT infrastructures; IT related government agencies and private sector to work towards ICT sector. Although, there is lack of a private IT and trade associations who works mainly for IT-BPO industry. This paper examines the roles of professional and trade associations as a collective action of IT companies by in-depth case study of India’s National Association of Software and Services Companies (NASSCOM)’s effective role to make Indian IT-BPO industry successful. The NASSCOM case shows that under appropriate conditions, professional and trade associations can represent an alternative to the government in shaping and promoting the IT-BPO industry. Finally this paper recommends two alternatives to promote IT-BPO industry of Nepal as lessons drawn from NASSCOM of India to promote the nascent and formative IT-BPO industry of Nepal with private sector’s participation. The two alternatives are as follows:

Option : I Establish new organization Association of Software and Services Companies of Nepal (ASSCON) by joint effort from the government, IT-BPO companies and other stakeholders.

Option: II Restructure already existing ICT related association Computer Association of Nepal (CAN) as ASSCON.

Учебник посвящён систематическому изложению понятий, методологий и технологий проектирования информационных систем в соответствии с Образовательным стандартом высшего профессионального образования по направлению подготовки 230700 Прикладная информатика (квалификация (степень) «Бакалавр»). Содержит изложение методов и средств организации проектных работ, начиная с обследования предметной области и формулировки требований к создаваемой системе. Рассмотрены средства автоматизации проектирования, поддерживающие функционально-ориентированную, объектно-ориентированную и процессноориентированную методологии. Приведены примеры применения методологий IDEF, UML, BPMN. Рассмотрены вопросы оценки затрат проекта и методы управления портфолио IT-проектов. Предназначен для бакалаврского уровня компьютерных специальностей, но может быть полезен и студентам специалитета, магистрантам, преподавателям и разработчикам информационных систем

How did India's IT revolution happen so fast in a country which was almost a byword for bureaucratic delay? In New Delhi, the changes were attributed to the economic reforms of Prime Minister Narasimha Rao and his Finance Minister Manmohan Singh in 1991 which ended the Licence Raj. But a new book by Harish Mehta called The Maverick Effect: The Inside Story of India’s IT Revolution (Harper Collins, Gurugram, 2022) provides a real answer.

Most studies of the IT projects implemented either internationally or locally shows that the error factor affecting the project implementation which is either measured by the project timeline affected by one or more of the project processes delay or the scope un-clarity and wrong definition which affects the whole project processes and deliverables.
Modern IT Frameworks are most commonly used to help solving the risk factors detected but implemented incorrectly due to lack of training or skills which results in major risks that outcome the risk management dedicated for the project.
However, Selecting the right methodology and practices, and applying them adequately determine the success of IT Project implementation. In this paper an enhanced study is carried out among the critical factors of success choosing the right methodology from previous studies to discuss the factors of success that matches with their relative principles to illustrate the most valuable factors for modern IT management approach success.

Business process management is one of the core drivers of business innovation and is based on strategic technology and capable of creating and successfully executing end-to-end business processes. The trend will be to move from relatively stable, organization-specific applications to more dynamic, high-value ones where business process interactions and trends are examined closely to understand more accurately an application’s requirements. Such collaborative, complex end-to-end service interactions give rise to the concept of Service Networks (SNs). This book chapter surveys business process management, concentrating on business transactions, and introduces a business transaction language to realizes a novel business transaction model that enables end-to-end service constellations to behave according to agreed-upon transaction criteria. The objective of the BTL is to provide the environment to build robust and successful mission-critical SBAs, using a fusion of concepts from application integration, transaction-based and business process management technologies.

ITIL hakkında özet bilgi sunulan bu pdf ile Hizmet Yönetiminin tanımını ve felsefik yaklaşımını öğrenebilirsiniz. ITIL ve ITSM için 4P (People, Process, Product, Partner) detaylarını öğrenebilir, süreç ve fonksiyon özellikleri hakkında bilgi sahibi olabilirsiniz. ITIL uygulamaları sırasında karşılaşılan genel zorluklar ile ITIL projelerinin başarılı olması için gerekli aktiviteleri de öğrenebilirsiniz.

Information Technology Infrastructure Library (ITIL) is a framework and an integrated set of process orientated best practices for providing IT infrastructure support, managing and delivering IT services. As organizations in the digital age rely on Information Technology for their every day operations for future growth and success, the ITIL framework is widely adopted for this.
Current society has stepped into the era of information. With the bottomless information applying in society and enterprise, the relationship between enterprise information system and enterprise business became closer and closer. But many companies didn’t get expected outcome when putting lots of capital in IT structure. After researching, it was found executing effective management on IT system was the key to enhance enterprise information system. And then IT management was recognized and paid attention by managers. The good practices of ITIL provides guideline for the management of IT infrastructure. This has been proved through the ITIL components and processes which elevates customer satisfaction. As IT continues to improve; IT service management level can assist to decrease IT service cost and increase enterprise profit. ITIL has become the international standard of IT service management. Then more and more companies focus IT structure on how to apply ITIL into IT service management effectively. Based on the practice of hospitals providing IT service, this paper explains the application of ITIL in IT operation and maintenance service management.

In this paper, authors analyze approaches for addressing sustainability in established IT-Governance frameworks. Such frameworks are considered to be a powerful tool for ensuring compliance and proper IT operation in modern organizations. Authors assume that – in the context of the seismic changes in IT provisioning and usage that current trends such as Cloud Computing and Hybrid Computing are causing – there are potentials in them to improve sustainability of organizations' operations at both IT and business level too. The analysis is conducted in a holistic way, taking into account organizational and process aspects, sustainability of resource usage, IT-related aspects, as well as incorporating the view of the overall IT-Governance. The presented case study within a mid-sized German enterprise provides a corroboration of the proposed approach by measures for both its feasibility and effectiveness.

This paper details the use of the IT Infrastructure Library Framework (ITIL) for optimising process workflows in the IT Service Centre of Harz University in Wernigerode, Germany, exemplified by the Release Management Process. It is described, how, during the course of a special ITIL project, the As-Is-Status of the various original processes was documented as part of the process life cycle and then transformed in the To-Be-Status, according to the ITIL Best Practice Framework. It is also shown, how the ITIL framework fits into the four-layered-process model, that could be derived from interviews with the universities IT support staff, and how the various modified processes interconnect with each other to form a value chain. The paper highlights the final results of the project and gives an outlook on the future use of ITIL as a business modelling tool in the IT Service Centre of Harz University. It is currently being considered, whether the process model developed during the project...

Most Home Staging organizations IT strategy aren’t equipped to handle multiple projects and how to govern these new projects into operations after completion.  In fact, small businesses don’t have processes in the organization that provide the benefits of improving efficiencies such as processes and resource.  This research paper will explain how the Project Management Body of Knowledge and ITIL framework can be combined to deliver IT solutions to a Home Staging organization’s (or any organization) operations and continue the support of the project life cycle even after it’s fully completed in the Project Management stage.

Transition management practitioners have suggested that over two thirds of failed outsourcing relationships are due to transition-related challenges (Beulen, iwari, & van Heck, 2011). A transition can affect nearly every key aspect of the business. Within an IT outsourcing (ITO) relationship, transition represents the phase, which starts immediately after contract commencement and finishes with service acceptance. In order to address the challenges of ITO transitions, most ITO providers have now defined transition management as a profession with associated specific methodologies.The lack of specific literature on this subject, however, has led to many misconceptions, starting with vocabulary, which can sometimes lead to misunderstandings when discussing transition with non-experts.

IT Service Management & Service Desk implementation is a promising potential which draws an framework of service delivery, although as way of capturing comparative advantages in the face of the growing service delivery methods, the failure percentage of ITSM & Service Desk implementation is still relatively high which causes increasing concerns for many corporations. The aim of this paper is to extend the line of knowledge about outcomes of ITSM and Service Desk Implementation, with proposing a conceptual framework for successful ITSM & Service Desk implementation, phases of implementation cycle and different success factors.

In recent years, market competitions and internal efficiency requirements derived many Information Technology (IT) functions to shift their paradigms from IT asset management to IT service management (ITSM). Consequently, a growing number of public and private organizations are implementing the ITIL (IT Infrastructure Library) " best practice " as a framework for improving IT service management processes. This paper presents an exploratory in-depth case study of two public service organizations in the kingdom of Saudi Arabia deemed successfully implemented ITIL V3 processes. The case studies identify several critical success factors (CSF) associated with ITIL implementation success. These CSF are then compared with factors identified in the literature to shed light on success factors and challenges to offer a learning experience for organizations currently undergoing or planning ITIL implementation.

Sé dice que ITIL es un marco de trabajo que usan “grandes empresas” o “para empresas que poseen un área lo suficientemente robusta para aplicar este marco de referencia” y por otra parte se menciona que ITIL envista de su flexibilidad se pude adoptar y adaptar a cualquier tipo de organización de TI dado que no es absolutamente necesario aplicar todos los procesos establecidos y basta solo con limitar el alcance de implementación de ITIL; lo que es totalmente aceptable.

En ocasiones se visualiza los departamentos de TI son conformados por un numeroso grupo de personas que se encargan de dar todo el soporte a los servicios prestados por el área de TI, pero existe ocasiones donde estas áreas de TI están conformadas por una persona o dos personas, independientemente de que sea un PYME o una empresa con grandes volúmenes de negocio (claramente fuera de la frontera de una PYME) pero que tienen micro departamentos de TI, o incluso se les trata como los “técnicos” de la empresa.

Estimating the effort required in resolving an incident for a production support engagement has been a long standing problem. Although, a lot of work has been done in software engineering field in estimating effort required for software development, there is no adequate body of work on production support effort estimation. Reliable effort estimates for handling each kind of incidents can have the benefits of planning the complete project engagement for many services firm which thrive on production support projects. This paper presents a framework for estimating mean effort required to resolve an incident. It takes agent based modelling approach to capture the attributes and interactions of the agents. The framework has been tested with few policy experiments to assess the amount of effort required to resolve the incidents and its impact on SLA compliance. The model has been tested with industry data and holds promise to be a reliable tool to conduct policy experiments and enhance resource utilization.

Book Details:
Book Title: Network & Internet Technology & Design
ISBN-13: 978-613-9-90799-1
ISBN-10: 6139907993
EAN: 9786139907991
Book language: English
By (author) : Dileep Keshava Narayana
Number of pages: 56
Published on: 2018-11-17
Publisher: LAP Lambert Academic Publishing
Category: Informatics,

ISBN: 9781731515735
Publisher: Independent

NOTE: Book is published by The Open Group Press, freely available on line at http://pubs.opengroup.org/opengrouppress/managing-digital/. PDF can be downloaded from https://publications.opengroup.org/g183. The book is also the basis for a forthcoming (Q4 2019) standard, The Digital Practitioner Body of Knowledge (DPBoK). These publications are developed using a collaborative, git-based approach. An open source governance process is under development with the sponsorship of The Open Group. Contact the author.

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The first general survey of IT management written from an Agile and Lean IT perspective. Suitable for an MIS or IT introductory course. Covers Cloud-native and DevOps practices and their implications for higher-order IT management concerns (operations, portfolio, process management, governance, architecture, etc). Based on a unique "emergence model," a thought experiment taking the student through individual human/computer interaction, to small team, to "team of teams," to enterprise.