ITIL/ITSM
Towards an improved IT service desk system and processes: a case study
... English ITIL terms, but after training, terms are much more ...continuous ITSM training is the only way to ensure that ITSM practices are really adopted by the organisation’s ...9: ITSM ...
13
Performance measurement of IT service management: a case study of an Australian university
... of ITSM covers the entire ICT Division. Implementation of ITSM performance measurement began with the appointment of key staff including the performance analyst, followed by the identification of key areas ...
14
The Impact of Cloud Computing on ITIL Service Strategy Processes
... of ITSM processes and capabilities to manage the cloud and consequently help reduce operational expenses and increase efficiency of cloud-based infrastructure ...
5
itSMF Australia 2009 Conference: summary report of ITSM standards and frameworks survey
... towards ITIL V3, as well as growing interest in ISO/IEC 20000 ...and ITSM training for IT ...for ITSM initiatives and documentation and integration of ...of ITSM wherein the Corporate ...
16
itSMF Australia 2008 Conference: summary of ITSM standards and frameworks survey responses
... towards ITIL V3, as well as growing interest in ISO/IEC 20000 ...adopt ITSM, the responses were markedly ...of ITSM wherein the Consultants gave a much more positive view that ITSM met or ...
17
itSMF Australia 2011 Conference: Summary Report of ITSM Standards and Frameworks Survey
... In order to compare the relative implementation of various frameworks, a five-point Likert scale was used to code the responses in order to calculate the average status of each framework: no plans to implement initiative ...
12
itSMF Australia 2010 Conference: summary report of ITSM standards and frameworks survey
... In order to compare the relative implementation of various frameworks, a five-point Likert scale was used to code the responses in order to calculate the average status of each framework: no plans to implement initiative ...
12
Transforming IT service management - the ITIL impact
... first ITIL processes implemented and the ITIL publications were heavily relied upon to provide consistency across the ...the ITIL alignment program. Subsequently, an ITSM toolset refresh ...
11
Using institutionalism as a lens to examine ITIL adoption and diffusion
... following ITIL is key to improving IT ...followed ITIL guidelines with one in three organisations intending to adopt ITIL within a year, and another 36 percent considering its ...up ITSM, not ...
11
Ontology Driven Benchmarking on ITIL to achieve Six Sigma
... Sigma[12]. ITIL is a framework of best practices that can be used to assist organizations in developing their ITSM process-driven ...use ITIL either in whole or in part, depending on their ...
7
IT service management: process capability, process performance, and business performance
... an ITSM framework was being used by around 45 percent of US companies while 15 percent were planning its usage (Winniford, Conger & Erickson-Harris ...that ITIL had the highest rate of adoption of 24 ...
554
Fuzzy Tsukamoto and ITIL for Improvement Strategy on Incident Ticket Services
... for ITSM software selection. The presented ITIL based approach breaks down ITSM software selection criteria into two broad categories namely functional (service strategy, service design, service ...
7
Measuring the performance of service orientated IT management
... and ITSM practitioners may also use the findings of the study to benchmark their current performance measurement ...level ITIL processes are the most frequently adopted and performance measurement and ...
14
BUSINESS PROCESS REENGINEERING TO IMPROVE PROCESS ALIGNMENT & INFORMATION SYSTEM PLATFORM AT STAINLESS EQUIPMENT COMPANY
... using ITIL alone may present significant implementation challenges, including time consumption, and it does not address the leadership issues of organizational change also this organizational change required to ...
13
A Study of Service Desk Setup in Implementing IT Service Management in Enterprises
... (ITIL). ITIL offers a set of “best practices” for managing IT services and is one of the most widely ac- cepted approaches to IT service management in the ...the ITIL framework. However, even by ...
7
Case Study on M Company Best Practice with Global IT Management
... 3.2. Best Practices on ITSM Structure Elements The issues were sent to each team member in the ques- tionnaire. And then we collect and analyze question- naires. After that, we offered the feedback on the conclu- ...
6
A performance measurement framework for IT service management
... of ITSM; and in further application of theory to ITSM performance measurement the Resource Based View (RBV) and Normatively Regulated Activities (NRA) theories are used in addition to the ...to ITIL ...
472
IT service management knowledge ecosystem – literature review and a conceptual model
... In ITSM practice, there are many complementary process frameworks including, but not limited to, COBIT®, ISO/IEC 20000, Lean Six Sigma, Project Management Body of Knowledge (PMBOK®), PRINCE2®, Agile, SCRUM, ...
8
DUBAI E-GOVERNMENT AS A CASE STUDY
... When it comes to the performance of the Service Delivery, the picture is completely different. None of these remaining five categories has scored well. The overall performance of DEG Service Delivery could not achieve ...
6
Evaluation of IT Service Desk: A Case Study
... of ITSM is applying the IT function of organisation to build good relationships with its customers and users of IT ...most ITSM implementation (Lema ...
8