Improving IT Service Management Processes: A Case Study on IT Service Support

Abstract

Abstract. IT services and IT service management play a very important role in the today's IT industry. Software as service approach enables IT customers to focus on using the software while IT service providers take care of the installation, configuration, support and maintenance activities. Various process frameworks can be used to improve IT service management processes. The most widely used IT service management framework is the IT Infrastructure Library (ITIL) that provides best practices for IT service providers on how to design, manage and support IT services. Despite the IT service management process frameworks, implementing an effective service support interface between an IT service provider and an IT customer is a big challenge. The research problem in this study is: what types of challenges are related to the service support interface between an IT service provider and IT customers. The main contribution of this paper is present challenges in a service support interface identified during a case study with a large IT service provider company in Finland.

Improvement of IT Infrastructure Management by Using Configuration Management and Maturity Models: A Systematic Literature Review and a Critical Analysis

“…It is (Aleksic et al 2010), and to enhance the service provision quality (Hashmi et al, 2010). This process has a big responsibility not just in managing IT assets and its configurations (Lahtela & Jantti, 2010), but also in providing crucial and accurate information about these "components" to organization operators, such as organization collaborators or even to other service management processes (Baiôco et al, 2009). This conceded information permits an image of the constitution of the IT infrastructure , allowing them to identify any change that might affect the systems or the infrastructure, assuring the collaborators of fundamental information in decisions that may be taken (Yang, 2010).…”

“…Configuration A configuration is frequently referred to as all of the connection of all computer system parts, or a set of items that form a product. (Baiôco et al, 2009;Giese et al, 2010;Johnson et al, 2007;Lahtela & Jantti, 2010;Madduri et al, 2007;Na-Lampang & Vatanawood, 2016;Ward et al, 2007;Yang, 2010)…”

Servicio y Gestión de las Tecnologías de la Información en las empresas // Service and Management of Information Technologies in companies

“…Estudios anteriores sobre ITIL y su marco (Simonsson, M., Lagerström, R., & Johnson, 2008a), han demostrado que el marco ITIL necesita descripción algo explícita. Uno de estos casos es el soporte de servicios, en donde puede encontrarse dificultades y problemas en la interfaz de soporte de servicio entre el proveedor de servicios y el cliente si el servicio no se gestiona adecuadamente (Lahtela, A., & Jäntti, 2010).…”

Hospital Information Systems Replacement and Healthcare Quality

“…If the hospital has a support contract with the software company that developed the information system, or if it has invested a lot for creating a help desk which covers its current needs for support then the system replacement is postponed (Smolin, 2008). In the opposite case, any modification, any increase on the system complexity will reflect to an increased request for support and will soon lead to a request for change (Gerace & Cavusoglu, 2009;Lahtela & Jäntti, 2010).…”