IT Service Management (ITSM) is generating much interest in industry as the quality and reliability of IT services are increasingly recognized as a critical factor for business success. Academic researchers have been slower to respond to industry demand for IT service management research and coursework. This paper argues that academia has an important role to play in integrating ITSM concepts a...

Many organizations providing IT services try to be service-oriented at the business layer and at the IT layer. To do so, these organizations follow a service-orientation for their management and business processes while working with a service-oriented system (SoS). This should improve, i.a., their work organization during the service implementation projects and the exchange of information betwe...

Background Our recent data have shown that a subset of CD8BTLA was the strongest predictive biomarker of response to adoptive T cell therapy using tumor-infiltrating lymphocytes. BTLA, B-and-T lymphocyte attenuator, is known as an inhibitory molecule in different immune cells. Its cytoplasmic region contains three motifs (Grb2, ITIM, and ITSM). ITIM and ITSM are inhibitory motifs that suppress ...

It has been known for some time that organizations are investing in IT to achieve competitive advantage as well as profit. They have realized that by only investing in IT applications they cannot attain sustainable competitive advantage [TaKr03]. However, to obtain that advantage they need to utilise IT functionality on a continuous basis [HeVe99]. In order to do so IT needs to align with busin...

This article provides a systematic review of existing research related to the implementation of IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL). The review’s main goals are to support research; to facilitate other researchers’ search for relevant studies; and to propose eywords: T Service Management nformation Technology Infrastructure ibrary

Governance, Risk, and Compliance (GRC) Management is on the edge of becoming one of the most important business activities for enterprises. Consequently, IT departments and IT service providers must sharpen their alignment to business processes and demands. Fulfilling these new requirements is supplemented by best practice frameworks, such as ITIL, which define a complete set of IT Service Mana...

We describe our work on using Semantic MediaWiki as a central platform for managing IT services and the underlying technical components within an organization. We present our toolkit of MediaWiki extensions which add ITSM-specific functionalities to Semantic MediaWiki and describe their interactions. We also outline the benefits gained by using Semantic Technologies in IT Service Management.

Continual Service Improvement (CSI) is part of ITIL® and its framework of best practices under IT Service Management (ITSM).1 CSI promotes the use of quality management methodologies to measure, analyze and learn from past successes and failures to improve service desk results. Its objective: the sustainment of operational excellence through continual improvement of the effectiveness and effici...