Information Technology Service Management (ITSM) delivers IT-based services to organizations. It supports the attainment of business goals by aligning IT activities with business requirements. ITSM is usually implemented by following a process oriented approach that is further specified by dedicated frameworks like the ISO 20000 standard and the IT Infrastructure Library (ITIL) of the Office of...

The frequency with which intruders successfully breach and create havoc on computer systems and networks seems to indicate that information technology (IT) personnel and other employees whose duties are to protect these systems are either ill-prepared for their jobs, unfamiliar with information technology security measures (ITSM) or just not savvy enough for the industry. This issue seems to su...

A reliable IT infrastructure and smoothly running IT applications are nowadays essential to every organization. Hence, the field of IT Operations Management (ITOM) has drawn much attention in practice. However, this field has hardly been subjected to academic research in the past. Therefore, organizations that are willing to professionalise their IT operations have to rely on industry standards...

IT-Service Management (ITSM) ist nicht nur aufgrund gesetzlicher Vorgaben (z.B. SOX 404 Chapter, Basel II) eine elementar notwendige Basis für die in diesen Vorgaben verlangte „Corporate Governance“ und „IT Governance“. Dieser darin aufgestellte Anspruch in Richtung transparenter IT-Service-Prozesse gilt sowohl in Konzernbetrieben wie auch in Kleinund Mittelunternehmen (KMU). In den erstgenannt...

The fundamental function of information technology (IT), whether internal or external, is the costeffective provision of IT services that meet organizational needs and align with organizational strategy. With ever-increasing adoption of IT management “best practices,” industry now leads the academic community by recognizing the need for IT professionals educated in the IT service management (IT...

Information Systems (IS) design science literature offers a plethora of findings on various aspects, such as the general steps in design science, problem identification, objectives of solutions, and evaluation of the artefacts. However, there appears to be a dearth of guidance on the design of the artefact itself, that is, on design per se. Information Technology Service Management (ITSM) pract...

iTunes Signature Maker (iTSM) uses a feature-driven audio editing algorithm to rapidly generate a short sonic signature of an iTunes music library. iTSM stitches together small segments of songs, driving a concatenative algorithm with spectral features intrinsic to the audio files themselves and with environmental features which describe how those files have been used. This paper describes the ...

The incorporation of ecological objectives in the design of information systems has gained increasing attention by IS research in recent years. Nevertheless, from the perspective of IT Service Management (ITSM), comprehensive approaches are still warranting attention. The objective of this paper is therefore to develop a process for the management of ecology in ITSM. By using the method of refe...

Information Technology Governance and Service Management (ITGSM) is one of the priorities in organizations. In order to achieve it, it must be set the right policies for Information Technology (IT) Service and Processes Management (ITSM). One of the final objectives of any ITSM policy must be to guarantee an adequate quality of ITSM. In this sense, the use of action frameworks, e.g. Information...

Over 45% of companies are estimated to use IT Service Management (ITSM) frameworks, yet, these frameworks can be imitated and hence the competitive advantage gained from these will quickly become obsolete. Therefore, research on the benefits of ITSM must focus on both operational and strategic benefits. An international survey of 441 firms was conducted to examine the benefits that IT Infrastru...