Innovative decision support for IT service management

Shrestha, Anup; Cater-Steel, Aileen; Toleman, Mark

doi:10.1080/12460125.2016.1187424

Cited by 16 publications

(8 citation statements)

References 15 publications

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“…The best practices of ITIL for IT service management are also widely discussed in the literature (Shrestha et al, 2016;Cronholm et al, 2017;Eikebrokk et al, 2017). So far, four versions of ITIL were released.…”

Section: Cemj 157mentioning

confidence: 99%

Service Management as a Subdiscipline of Management Science

Rokicki¹,

Nogalski²

2021

CEMJ

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Purpose: To draw research attention to service management (SM) as a subdiscipline of management science. Service management offers a different, more customer-value-centric perspective that is scarcely present in management science studies, rooted in manufacturing and production management. The purpose is also to define the scope of SM as an area of research in management science. Approach: This is a conceptual article that foregrounds ideas and arguments found in the subject literature. The article analyzes the ideas to build a coherent structure and context for future empirical research. Findings: Service management as a research area evolved from being a subset of monitoring/production management to the forefront of management science thought. Service management provides management science with the capability for staying relevant in the practicing management community. Service management's importance in management science will continue to grow as there is an increasing number of companies with customer offers called "aaS" (as a Service). Service management presents a clear scope that provides another management science research area and enables it to evolve further. Value: This article is not the first one to touch on the topic and evolution of SM. However, it is the first one to present SM as part of management science's evolution as an academic discipline and to highlight the dependencies and connections between the two. The article defines what SM is, why it matters for management theorists and practitioners, and how it will enable management science to grow further.

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Section: Cemj 157mentioning

confidence: 99%

Service Management as a Subdiscipline of Management Science

Rokicki¹,

Nogalski²

2021

CEMJ

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“…The literature regarding automatic assessment from other domains could serve as the basis for designing and implementing INAS systems architectures. For example, in the Process Assessment domain, Shrestha et al [128] propose a software-mediated process assessment approach focusing on the evaluation of IT Service Management, Barafort et al [129] propose a software artefact to support standard-based process assessment and Krivograd and Fettke [127] propose an intelligent maturity model tool for Business Process Management.…”

Section: The Small Number Of Inas Approaches Providing Computer-mediamentioning

confidence: 99%

Interoperability assessment: A systematic literature review

Leal

Guédria

Panetto

2019

Computers in Industry

103

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The development of Interoperability is a necessity for organisations to achieve business goals and capture new market opportunities. Indeed, interoperability allows enterprises to exchange information and use it to seize their shared goals. Therefore, it should be verified and continuously improved. This is the main objective of the Interoperability Assessment (INAS). Indeed, such an assessment aims at determining the strengths and weakness of an enterprise in terms of interoperability. Many surveys and reviews have been proposed in the literature to analyse the existing INAS approaches. However, the majority of these reviews are focusing on specific properties rather than a general view of an INAS. Therefore, this paper proposes a systematic literature review of INAS approaches. The objectives are to identify the relevant INAS approaches and to compare them based on a holistic view based on their similar and different properties (e.g. type of assessment, the used measurement mechanism, and the addressed interoperability barriers). A bibliometric analysis of the selected INAS approaches is also conducted with a discussion of their advantages and limitations.

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“…In the papers (Mallek, Daclin, and Chapurlat 2012), Computer-mediated systems supporting an assessment process Moreover, we also identified computer-mediated tools for supporting assessment and decision-making processes in other domains as summarised in Table 4. The SMPA approach (Steel et al 2016), (Shrestha, Cater-Steel, and Toleman 2016) is a standards-based process assessment method by which organisations can selfassess their processes transparently and efficiently using a decision support system. (Krivograd, Fettke, and Loos 2014) The authors in (Grambow, Oberhauser, and Reichert 2013) propose an ontologybased approach for enhancing the degree of automation in current process assessment.…”

Section: Computer-mediated Systems Supporting Interoperability Assessmentmentioning

confidence: 99%

A semi-automated system for interoperability assessment: an ontology-based approach

Leal

Guédria

Panetto

2019

Enterprise Information Systems

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A plethora of approaches to assess the ability of companies to interoperate can be found in the literature. Nevertheless, most of the current assessment approaches are following manual-conducted processes, which can be laborious, time-consuming and costly. Therefore, this paper aims at developing a knowledge-based system for supporting an interoperability assessment process using an ontology as its knowledge model. The resulting system allows identifying potential interoperability problems and related solutions based on the knowledge model including information of the assessed enterprise(s). A real business case is presented for evaluating the proposed approach.

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Innovative decision support for IT service management

Cited by 16 publications

References 15 publications

Service Management as a Subdiscipline of Management Science

Service Management as a Subdiscipline of Management Science

Interoperability assessment: A systematic literature review

A semi-automated system for interoperability assessment: an ontology-based approach

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