P. Brittenham R. R. Cutlip C. Draper B. A. Miller S. Choudhary M. Perazolo The IT Infrastructure Libraryt defines a set of best practices to align information technology (IT) services to business needs and constitutes the framework for IT service management (ITSM). This framework helps organizations manage their IT services using standard design patterns and the requisite customization. In this...

D. M. Chess J. E. Hanson J. A. Pershing, Jr. S. R. White Information technology service management (ITSM) codifies and supports the current best practices in the management and governance of existing IT infrastructures, including the computing infrastructure that underlies service delivery. Once ITSM tools have identified and structured current best practices, there is a significant opportunity...

Unter IT-Servicemanagement (ITSM) versteht man Methoden und Verfahren zur Sicherstellung der optimalen Unterstützung der Geschäftsziele eines Unternehmens durch die Informationstechnologie (IT). Hierfür haben sich Standardregelwerke etabliert. Sie geben einen Rahmen vor, wie in Organisationen ITSM umgesetzt, betrieben und verbessert werden kann, indem verschiedene Prozesse festgeschrieben werde...

In many organisations the work of delivering IT services in order to maintain and improve the IT portfolio is a complex task. Different models for IT service management have been developed and they are widely in use. An ITSM model is a way of institutionalising processes, activities and roles of IT service delivery. This research studies the use of an ITSM model (an adaptation of ITIL) in a mun...

Micro, small and medium-sized enterprises (SME) are socially and economically important, since they represent 99 % of all enterprises in the European Union (EU). They provide around 65 million jobs and contribute to entrepreneurship and innovation. Being an essential ingredient of presentday business, information technology (IT) on one hand works as an enabler for company’s success but on the o...

Information Technology can play a significant role in supporting and even driving sustainability strategies in an organization. However, many small and mid-size enterprises (SMEs) often separate their “Green IT” initiatives from existing business and IT strategy. The authors describe how one SME used IT service management (ITSM) to clarify and improve their IT services and to integrate sustaina...

IT departments are adopting service orientation by implementing IT service management (ITSM) frameworks. Most organisations are hesitant to discuss their ITSM performance measurement practices, tending to focus more on challenges. However there are good practices that are found amidst the challenges. We present a case study that provides an account of the performance measurement practices in th...

This study provides a critical assessment of the current KPI-driven steering practices carried out by Chief Information Officers (CIOs). It explores how the use of ITIL KPIs affect the IT Service Management (ITSM) organization’s learning behavior and how this behavior impacts on Digital Business Transformation. The results indicate that, when used to steer the ITSM organization, ITIL KPIs will ...

Information Technology Service Management (ITSM) focuses on IT service creation, design, delivery and maintenance. Measurement is one of the basic underlying elements of service science and this paper contributes to service science by focussing on the selection of performance metrics for ITSM. Contingency theory is used to provide a theoretical foundation for the study. Content analysis of inte...

Several versions of implicit Taylor series methods (ITSM) are presented and evaluated. Criteria for the approximate solution of ODEs via ITSM are given. Some ideas, motivations, and remarks on the inclusion of the solution of stii ODEs are outlined.