Information Technology or IT is a combination of technology itself and collection services that ensure the effective implementation overall in an organization. Like other services, Service Management (ITSM) has become global subject because managing only possible through efficient ITSM protocols. A well-implemented delivery system improves quality which eventually enhances organization’s capaci...

Dieser Beitrag untersucht die Zusammenhänge zwischen Requirements Engineering (RE) und IT Service Management (ITSM) und liefert Ansatzpunkte für eine beide Bereiche integrierende Sichtweise. Dazu werden RE-bezogene Grundkonzepte und Produkte aus Sicht der Entwicklung von Softwaresystemen, sowie die im Bereich des ITSM geprägten Begriffe zur Beschreibung des Betriebs eines Softwaresystems als Di...

Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 503 firms was conducted to examine the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as...

Page 1 of 3 Depending upon industry sector, IT Service Management (ITSM) costs account for between 65%-80% of all IT expenditure. That’s currently the equivalent of almost $300 billion per year worldwide (which is more than the GDP of Norway). Almost more than three quarters of every IT budget is spent keeping the application lights burning and the wheels of the IT machine turning. Most of this...

IT Service Management deals with managing a broad range of items related to complex system environments. As there is both, a close connection to business interests and IT infrastructure, the application of semantic expressions which are seamlessly integrated within applications for managing ITSM environments, can help to improve transparency and profitability. This paper focuses on the challeng...

Despite the benefits of adopting IT Service Management (ITSM) reference models, such initiatives do not always produce expected results. The research literature in this area concludes that motivation, engagement, skills, experience, performance and willingness to change personnel involved are among critical factors for an effective ITSM implementation. Gamification has capability improve people...

A popular guideline to manage today’s complex and heterogeneous IT systems is the IT Infrastructure Library (ITIL), which provides a catalogue of best practices for IT Service Management (ITSM). However, state-of-the-art implementations of ITIL rely on a set of XMLbased standards. To ease manageability and effectively exploit a Configuration Management System (CMS), which is the integral part o...

The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT ...