Towards Implementing IT Service Management in an ERP for the IT Service Industry
نویسندگان
چکیده
ERP systems were fundamental in achieving efficiency gains in traditional manufacturing companies. In order to make the benefits of ERP utilizable by IT service providers, their processes need to be operationalized in ERP. IT service management (ITSM) frameworks describe these processes. They are however described using natural language. To be able to operationalize ITSM, the current state of the art of ITSM framework formalizations is analyzed. Also, it is determined which ITSM frameworks should be chosen for operationalizing IT service providers’ processes. Finally, research gaps are identified.
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