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...

Das IT-Service-Management (ITSM) bildet einen organisatorischen Rahmen zur Koordinierung von IT-Services und ist ein geeigneter Ansatzpunkt, um diese nachhaltig auszugestalten. Dieser Forschungsbeitrag leitet vor diesem Hintergrund Vermutungen über ein nachhaltig ausgerichtetes ITSM ab und prüft diese empirisch auf Plausibilität. Ziel ist es, zum Verständnis konzeptioneller Grundlagen und der E...

The propose of research is to help those global companies to improve their IT service management (ITSM) more effectively. The ITSM of M company is analyzed with global IT management model, which contains 12 structuring elements, and the structuring elements model and their best practices are established in the IT service operation and maintenance process in the views of centers of excellence, s...

The application of a service-oriented perspective in the IT sector has become the paradigm, making managers highly aware of the importance of being service oriented and customer focused. In the IT sector, a service-oriented perspective is encompassed in the widespread field of IT Service Management (ITSM). However, while ITSM practitioners are, to a certain degree, becoming aware of the benefit...

This paper reports on two recent research projects that addressed practical management problems in the discipline of IT service management (ITSM). We highlight the growing importance of software-mediated tools to improve ITSM processes and review two recent projects that designed decision support tools for ITSM. From the use of prior literature, rigorous methods and empirical evidence, contribu...

Key Findings Majorities of respondents have documented goals in place for help desk service availability, user satisfaction, and call/incident resolution. Important drivers of central IT help desk improvement include improving user satisfaction, meeting the changing needs of help desk clients, and improving help desk efficiency. Important obstacles to improving the help desk include rapid growt...

IT services are critical to organizational success because of their ability increase competitiveness and flexibility. In managing quality services, Service Management (ITSM) is needed. ITSM the implementation management meet business needs. To guarantee support ITSM, an Desk (ITSD) function required. ITSD a functional unit consisting number staff who responsible for handling various service act...

Service-level agreements (SLA) definition and monitoring are open issues within the IT Service Management (ITSM) domain. Our main goals are to propose a model-based approach to IT services SLA specification and compliance verification. The specification will be accomplished by proposing a SLA language a domain specific language for defining quality attributes as non functional requirements (NFR...

Requirements Engineering (RE) unterstützt die Softwareentwicklung dabei, Anforderungen an ein zu entwickelndes System zu erheben und zu verwalten. Aus Anwendersicht besteht ein ähnlicher Bedarf nach einer solchen Unterstützung, wenn es darum geht, ein neues Produkt zu beschaffen und sich über die Auswahlkriterien klar zu werden. Im Bereich der Werkzeugunterstützung für IT-Service-Management (IT...