Maturity models are widespread used in several domains ranging from business processes to complete management frameworks like CMMI, ITIL or Cobit. In the paper on hand we develop a detailed maturity model for the management of segregation of duties in ERP systems. Our model includes several aspects starting with simple access rights management of individual systems and leading to comprehensive ...

IT companies worldwide have started to improve their service management processes based on best practice frameworks, such as IT Infrastructure Library (ITIL). However, many of these companies face difficulties in demonstrating the positive outcomes of IT service management (ITSM) process improvement. This has led us to investigate the research problem: What positive impacts have resulted from I...

ISO17799 (formerly BS17799) is a standard for heuristic security management in organizations, and ISO20000 (formerly BS15000) is the ITIL reference document. Both of these are high-level, handwaving guidelines about service and business operations. True enough, they pay lip service to configuration management, but the configuration management they refer to is not the same as discussed in ;login...

Over the past 30 years, researchers have demonstrated that health care information technology can improve patient safety and quality of care. More recently, attention has turned increasingly to the role of information and communication technology as a means to improve clinical decision-making, and organizational efficiency and effectiveness. Despite these streams of research, there is a lack of...

Discrete-event simulation (DES) and lean are approaches that have a similar motivation: improvement of processes and service delivery. Both are being used to help improve the delivery of healthcare, but rarely are they used together. This paper explores from a theoretical and an empirical perspective the potential complementary roles of DES and lean in healthcare. The aim is to increase the imp...

today, information technology services are considered as valuable resources in all areas. for making information technology management processes purposeful and efficient in different organizations – as a competitive and strategic advantage (especially in organizations responsible for health care services) – it is necessary to recognize the level of maturity of the organization and review its pr...

With recently accelerated shifting trends from device-oriented to process-oriented service management, large portions of business organizations are now on their way of adopting standards and best-practices such as the eTOM and the ITIL to model and manage their diverse business and operational processes. Although there are various process/workflow definition formalisms to orchestrate these proc...

The Information Technology (IT) is an essential, strategic and competitive component, with key role within organizations, providing services and solutions that drive business forward, guiding the management of IT Services organizational needs, using good practices such as ITIL (Information Technology Infrastructure Library) and COBIT (Control Objectives for Information and related Technology), ...

Not-for-profit organisations are significant users of IT services, including Portals, for the use of public outreach and service delivery. While lacking the resources of the commercial sector, many not-for-profit organisations’ needs may be similarly complex if they are relying on a portal for service delivery to a vulnerable client sector, or for the protection of medical records. In this pape...