An Overview of Data-Driven Techniques for IT-Service-Management

Kubiak, Patrick; Raß, Stefan

doi:10.1109/access.2018.2875975

Cited by 19 publications

(22 citation statements)

References 118 publications

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“…Finally, improving and maintaining the quality of provided services is an important task, not just for revenue but for continual ITSM improvement. However, it has been stated that it is challenging to maintain constant or lower costs while improving delivery quality [49].…”

Section: Itsm Challengesmentioning

confidence: 99%

“…In fact, cloud computing allows for higher performance. IT service implementation could be faster via the utilization of cloud computing and DevOps [49]. Solutions with the intercalation of both areas could not just decrease implementation times, but also provide computing infrastructure to small organizations that would help in maintaining service operability.…”

Section: Itsm Opportunitiesmentioning

confidence: 99%

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An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

et al. 2021

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Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed.

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Section: Itsm Challengesmentioning

confidence: 99%

Section: Itsm Opportunitiesmentioning

confidence: 99%

An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

et al. 2021

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“…ITIL bundle established best practices to support the task of IT service operation (Kubiak & Rass, 2018), is the best practices guidance for IT Service Management (ITSM) and has been well accepted by organizations world-wide. ITILv3 presents five stages in the service lifecycle management: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement (OGC, 2007).…”

Section: Research Scopementioning

confidence: 99%

“…Service operation is the ITIL stage in which the service quality is perceived by customers and stakeholders. This stage focuses on providing effective and efficient operational services to deliver the required business outcomes and value to the customer (OGC, 2007) (Kubiak & Rass, 2018). Real-life IT support organizations usually implement very complex organizational, structural, and behavioral processes according to strategic objectives defined at the business management level (Bartolini, Stefanelli & Tortonesi, 2013).…”

Section: Introductionmentioning

confidence: 99%

Operation Management Using Itil and Cobit Framework

Marchão¹,

Reis²,

Ventura³

2020

Fourth International Scientific Conference ITEMA Recent Advances in Information Technology, Tourism, Economics, Management and

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Information and Communication Technologies management is now increasingly challenging in a highly digital and connected world, with different services emerging for different clients with heterogeneous infrastructures, software, assets, different service requirements, security risks increasing, organizational structures not flexible to adjust. These are some of the variables to manage in Information and Communication Technologies departments. This paper aims to present a literature review to support the design of an approach for service operation management in a medium-sized organization, to improve operational efficiency, cost optimization and stakeholder satisfaction, relevant topics in any organization strategy. The applied methodology includes a literature study related with the frameworks Control Objectives for Information and Related Technology (COBIT) and Information Technology Infrastructure Library (ITIL). The main results underlying the literature review were based on the use of keywords in the subject domain.

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“…At the same time, quick response to unexpected problems and externally imposed requirements are testing the IT change management [13]. Additionally, the high availability of information technology (IT) applications and infrastructure components is a significant factor for the success of organizations because more and more business processes depend entirely on IT services [14].…”

Section: Introductionmentioning

confidence: 99%

A Framework to Align Business Processes: Identification of the Main Features

Marchão¹,

Reis²,

Martins³

2021

Adv. sci. technol. eng. syst. j.

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Information and Communications Technologies are developing faster today than ever before, giving an important contribution to the global economy. Organizations in developed and developing economies explore new technologies to gain advantage and add value. That evolution also brings an increasing complexity to the organizations' management. The alignment of organizational practices with international standards and best practices worldwide accepted in this domain is a relevant topic. To identify gaps in Information and Communications Technologies management area, a brief analysis of international standards will be considered in the state-of-the-art. Considering that Information Technology Infrastructure Library and Control Objectives for Information and related Technology are the most used in the literature review, this paper will propose an Information and Communications Technologies management framework based on those two standards. The approach pretends to solve some gaps found in process alignment, continuing improvement of Information and Communications Technologies services in the context of the organization, driving stakeholder satisfaction and cost optimization. Concluding, the final goal of this paper is to present the framework features analysed, to allow an integrative and multidisciplinary vision, leading to cost optimization, increasing communication, and stakeholder satisfaction.

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An Overview of Data-Driven Techniques for IT-Service-Management

Cited by 19 publications

References 118 publications

An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

Operation Management Using Itil and Cobit Framework

A Framework to Align Business Processes: Identification of the Main Features

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