In this paper we described a solution for the management of Information Technologies (IT) for the incidents and problems in the support’s level services. The solution summarizes the interaction between diverse processes of the Service support’s book on ITIL (Information Technology Infrastructure Library) and proposes a methodology for the implementation sequence on PYMES (abbreviation in México...

Özet. Bu bildiride otomatik bellek yönetimi, bellek çöp toplama ve yazılım mühendisliğinin bilgi teknolojileri metodolojilerinden Bilgi Teknolojisi Altyapı Kütüphanesi (ITIL) ve Yetenek Olgunluk Model Entegrasyonu (CMMI) ile olan bağlantıları ele alınmaktadır. Bu bildiride ayrıca, dünyada yazılım mühendisliğinin bir dalı olarak kabul görmüş fakat Türkiye’de gerek akademik gerekse yazılım sektör...

Mit dem zunehmenden Einsatz von E-Learning-Plattformen rücken verstärkt Wirtschaftlichkeitsaspekte in den Betrachtungsmittelpunkt, die Methoden zur Ermittlung systembedingter Servicekosten voraussetzen. Zu diesem Zweck wird eine dienstorientierte Adaption des TCO-Modells in Form der Total Cost of Services (TCS) vorgeschlagen. Zur administrativen Unterstützung von Lehrund Lernprozessen werden Le...

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...

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...

IT Service management standards such as the IT Infrastructure Library (ITIL), and now ISO/IEC 20000, are of increasing importance to organisations around the globe. These standards provide guidance and tools for effective management and control of IT service delivery. Academics have not embraced these standards in either research or education related to them, but education and training of IT st...