Increasing Information Systems Availabiliy Through Accuracy, Awareness, Completeness and Manageability of ITSM

Varga, Sergio; Barreto, Gilmar; Battaglin, Paulo David

doi:10.23919/cisti.2019.8760686

Cited by 5 publications

(5 citation statements)

References 13 publications

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“…Several authors criticised the extent and excessively detailed character of ITIL and ITSM especially from the perspective of small and medium enterprises. In their published works, the authors proposed simplifications for SME [4], [7][8], [16], [21][22]. Varga also adds that the complexity of ITSM prevents a more holistic view on the enterprise/organisation and thus it makes the support of business goals more complicated [4].…”

Section: Analysis Of Literaturementioning

confidence: 99%

“…In their published works, the authors proposed simplifications for SME [4], [7][8], [16], [21][22]. Varga also adds that the complexity of ITSM prevents a more holistic view on the enterprise/organisation and thus it makes the support of business goals more complicated [4].…”

Section: Analysis Of Literaturementioning

confidence: 99%

“…The management of IT services requires, besides the standard maintenance of technology and applications, a definition and description of the services the organisation offers to its consumers of the services, and discovery of their hidden value and reasons why they use the provided services. Subsequently, these services need constant administration and improvement at all levels of management [2][3][4][5][6].The concept of IT Service is based on the ITIL framework (IT Infrastructure Library) which describes the best practices and methods to achieve effective IS/IT services management [7][8][9]. ITSM represents a management method for information and communication technologies, their operation and development using the principles of management based on services from the perspective of both customers and providers of IS/IT services [10].…”

Section: Introductionmentioning

confidence: 99%

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Approaches to ITSM level measurement and evaluation

2020

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The paper examines ITSM (IT Service Management) which is based on the internationally accepted ITIL standard (IT Infrastructure Library). Within the domain of ITSM special attention is given to constant improvements in IS/IT services. The aim of the paper is to identify and characterise ITSM metrics and metrics models among which ITSM Maturity Models play an important role. Standard methods of scientific work such as analysis, synthesis, comparison and selection are used for the paper. The main findings are based on the analysis of literature proving the importance of effective IS/IT service management in supporting the business goals of enterprises and organisations. Several authors criticised the extent and detailed character of ITIL.They suggested solving the problems of SME sector by simplifying the processes of ITSM implementation. This is closely related to the proposed system of ITSM metrics and metrics models. The paper provides a detailed elaboration of complex metrics models together with a derived, reduced model with 8 main metrics and other often used tools for IS/IT services measurement, namely ITSM Maturity Models. They are applicable for both a diagnosis of the level of IS/IT services in the companies and eventual correction of plans and for benchmarking the enterprises within their specific branch.

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Section: Analysis Of Literaturementioning

confidence: 99%

Section: Analysis Of Literaturementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Approaches to ITSM level measurement and evaluation

2020

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“…Его идея -формализовать услуги, которые предоставляет исполнитель, то есть использовать принцип платы за услуги. Данный подход раскрыт в ITSM [6,7,8] -это область знаний об управлении деятельностью по оказанию IT-услуг. Используя данный принцип, стоимость работ определяется объёмом услуг, оказанных клиенту.…”

Section: методологии по управлению активами и сервисамиunclassified

Architecture of the Repair and Maintenance Management Software for a Service Enterprise

Titarev

Serikov²,

Krivtsanov

2020

Automation and Modeling in Design and Management

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“…To increase IS availability it is important to have a holistic view englobing the IS, IT, ITSM, supporting areas and management tools as shown in Figure 2. To enable it there are four factors that are important to have it deployed with and end to end vision: awareness, accuracy, completeness and manageability (Varga et al, 2019a;Varga et al, 2019b). Awareness of the environment to be managed by the entire IT organization team, from the low-level systems IT analysts up to the executive level encompassing the various IT support areas, departments and management layers.…”

Section: Problem Identificationmentioning

confidence: 99%

Ensuring Efficient IT Service Management to Increase Information Systems Availability

Barreto

Battaglin

Varga

2019

J INFORM SYSTEMS ENG

Self Cite

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In today's information age the increase importance of Information Systems (IS) which are highly dependent of Information Technology (IT) forces organizations to deploy IT Service Management (ITSM) frameworks. The increase complexity of new IT technologies, products and deployment models makes the management of an IS a big challenge to manage and to ensure its availability. This complexity drives IT organizations to manage the environment by silos or technologies and inhibits a holistic view of the target environment leaving space for failures. This paper intends to analyze and identify these issues and proposes an IT management framework that will help IT organizations to provide a better management of IS.

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Increasing Information Systems Availabiliy Through Accuracy, Awareness, Completeness and Manageability of ITSM

Cited by 5 publications

References 13 publications

Approaches to ITSM level measurement and evaluation

Approaches to ITSM level measurement and evaluation

Architecture of the Repair and Maintenance Management Software for a Service Enterprise

Ensuring Efficient IT Service Management to Increase Information Systems Availability

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