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An approach to achieve IT agility by combining SOA with ITSM
International Journal of Information Technology and Management, 2010Today, service-orientation is considered as a compelling technique for developing agile software systems that best align with business. It is also considered as an important approach for information technology (IT) service management, especially for service delivery and support.
Saïd Izza, Rabah Imache
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Targeting Algorithm Based on ITSM
Proceedings of the 2017 International Conference on Software and e-Business, 2017In this paper, the tactical significance map (TSM) is introduced at first, and then a novel prioritizing method based on improved TSM (ITSM) is proposed. a prioritizing model based on multi-attribute linear weighting is established; and then, through improving the tactical significance map (TSM), a novel targets prioritizing algorithm is proposed ...
Li Qiong, Bo Wang, Hong Wu
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Automating ITSM Incident Management Process
2008 International Conference on Autonomic Computing, 2008Service desks are used by customers to report IT issues in enterprise systems. Most of these service requests are resolved by level-1 persons (service desk attendants) by providing information/quick-fix solutions to customers. For each service request, level- 1 personnel identify important keywords and see if the incoming request is similar to any ...
Rajeev Gupta +2 more
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Market Potential for ITSM Graduates: A Survey
Information Systems Management, 2009IT Service management is an emerging discipline likely to enhance existing academic IT program offerings. One barrier to adoption of ITSM in IT academic programs is the uncertainty that students can get jobs as a result of such education and knowledge. To overcome this barrier, a survey of the membership of the U.S.
Sue A. Conger +3 more
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itsme: Interaction Design Innovating Workstations
Knowledge, Technology & Policy, 2009In the last 30 years, there has been little innovation in workstations. The desktop metaphor has become the standard user interface, with its pros (e.g., ease of learning) and cons (e.g., interaction constraints for skilled users, lack of context awareness).
DE MICHELIS, GIORGIO +2 more
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itsVALUE - A Method Supporting Value-Oriented ITSM
2021In 2020, the new ITIL 4 standard was introduced. ITIL standardization had and still has a big influence on how IT-Service Management is seen and performed in practice. Thus, the new standard is expected to have a high impact as well. A key element of ITIL 4 is the strong focus on Stakeholder Value in the analysis of IT-Services.
Henning D. Richter, Birger Lantow
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Adoption Factors and Implementation Steps of ITSM in the Target
2009 Third Asia International Conference on Modelling & Simulation, 2009ITIL is the most widely used IT framework in most organizations nowadays. Many public and private IT organizations have good impressions and attempt to adopt ITIL into their own businesses. However, the ITIL implementation faces some issues by the target organizations to accept this as a complete framework.
Masarat Ayat +3 more
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Enhancement of Selected Knowledge Management Methods in ITSM
Journal of Information & Knowledge Management, 2022ITSM, namely one of its most essential parts, the Service Desk, is a vital communication platform between users and the service provider. Good IT service management ensures the smooth run of the company operations and provides stable support for its employees in all technical matters. Companies also must not forget the knowledge management part of the
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2017
This chapter describes the context in which many IT managers begin their ServiceNow implementation projects, and the critical mistakes many make in the process. Knowing how problems manifest themselves, we then identify guiding principles to avoid those traps as you approach your ITSM initiatives.
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This chapter describes the context in which many IT managers begin their ServiceNow implementation projects, and the critical mistakes many make in the process. Knowing how problems manifest themselves, we then identify guiding principles to avoid those traps as you approach your ITSM initiatives.
openaire +1 more source