Developing a New Architecture to Improve ITSM on Cloud Computing Environment

Arabalidousti, Fatemeh; Nasiri, Ramin; Davoudi, Mahsa Razavi

doi:10.5121/ijccsa.2014.4102

Cited by 4 publications

(3 citation statements)

References 7 publications

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“…This study uses these attributes as the dimensions of SOCC namely, On demand self-service, Broad network access, Service measurement, Shared resource pooling and Rapid elasticity [12]. Cloud service management is abstracted from the IT Service Management Framework on Cloud Computing Environment that is proposed by [11]. In this framework it has been identified that service management is an important factor on cloud environment.…”

Section: Methodsmentioning

confidence: 99%

“…These parameters are categorized into two major quality layers: Functional layer and Runtime layer. To derive indicators of each layer, this study uses SERVQUAL model with five key performance indicators (KPIs) for measuring service quality as explained in [11]. They are User friendliness, Reliability, Responsiveness, Assurance, and User orientation.…”

Section: Methodsmentioning

confidence: 99%

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Service Oriented Quality Requirement Framework for Cloud Computing

Rathnaayke¹,

Wijayanayake²

2015

IJCSIT

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Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Service Oriented Quality Requirement Framework for Cloud Computing

Rathnaayke¹,

Wijayanayake²

2015

IJCSIT

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“…ITSM serve for the effective and efficient delivery of IT Services in support of changing business needs. When many of these parts come together, they can make IT increasingly efficient and effective [11]. In service applications, the income growth potential of become better the speed and excellent of service often overshadows the cost reduction opportunities [12], [13].…”

Section: Introductionmentioning

confidence: 99%

Evaluating Maturity Level Using Framework ITIL: A Case Study of Service Desk's

Andry

Christianto

2018

IJITEB

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Information Technology Governance has become one an important one along with Information Technology Management (ITM) and Information Technology Services Management (ITSM). For ITSM, The IT Infrastructure Library (ITIL) can be used as a quality and excellence service guideline, it improved quality control, service level, efficiency, effectiveness, and expenses of budget from information flow, Service Level Agreements (SLAs), and take control over business and management processes. This research conduct a case study on Company of Freight Forwarder Service will be called FFS, located in Jakarta with method ITIL focused on Service Desk’s. The data will collect by various method such as observation, questionnaires, interview and document review. The result showed that company FFS got average score on service desk’s is 1.94, with the highest score at area Process Capability and the lowest score at area Customer Interface. This conclude, that company FFS has a good management of service desk’s but lack of user experience on front end of service.

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Service Level Management in cloud computing

Mirobi

Arockiam²

2015

2015 International Conference on Control, Instrumentation, Communication and Computational Technologies (ICCICCT)

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Developing a New Architecture to Improve ITSM on Cloud Computing Environment

Cited by 4 publications

References 7 publications

Service Oriented Quality Requirement Framework for Cloud Computing

Service Oriented Quality Requirement Framework for Cloud Computing

Evaluating Maturity Level Using Framework ITIL: A Case Study of Service Desk's

Service Level Management in cloud computing

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