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Over the next ten years, the DOD will migrate from the Transmission Control Protocol/Internet Protocol (TCP/IP) to standards developed by the International Standards Organization (ISO). Large TCP/IP networks, as well as future ISO-based networks, will require standards to allow management of multi-vendor products. Opportunities now exist to create management standards that will ease the integrated management of ISO and DOD products within the same network. An architecture for such an integrated management system is presented.

The cloud computing paradigm is transforming the way IT services are provided and consumed by changing IT products to services. The migration of in-house IT services to cloud computing must be performed carefully so as not to cause high losses in the institution. In this paper, we present the use of the framework developed by the same authors, to the migration of services, applications, data and infrastructures to cloud computing, M2CCF, compatible with Information Technology Infrastructure Library (ITIL). The work also discusses the results gathered from the real implementation of the framework in the migration of IT services to a private cloud.

Dagens samhälle går ifrån att vara industrisamhälle till att vara ett tjänste och servicesamhälle. Så gör även företagens IT-avdelningar som går från att erhålla produkter till att erbjuda tjänster. Många verksamheter har anammat ramverket ITIL (Information Technology Infrastructure Library) för att genomföra denna förändringsprocess och börja tänka och arbeta med tjänster istället för produkter. Men ITIL är bara möjliggöraren för detta så det är företaget och personalen själva som måste förändras. Hur upplevs detta införandet av ITIL? Syftet med denna uppsats är att undersöka hur arbetet med ITIL upplevs, hur ITIL är uppbyggt och visa på kopplingen mellan ITIL och systemförvaltning. Genom vår kvalitativa undersökning av organisationer som redan börjat implementera ITIL visar att ITIL upplevs som positivt. För många kommer förändringsprocessen att fortsätta även efter att de nu uppsatta målen är nådda. Detta för att ITIL upplevs ge mer struktur, stöd och klart definierade arbetssätt.

In this paper, we split the service management layer, as defined in the telecommunication management network (TMN), into two sublayers, namely the service application management sublayer and the service network management sublayer. The former deals with managing the mapping of the non functional requirements into functional constraints over the telecommunication service of interest, while the second reveals the management details related to meeting the functional requirements over that service. At each sublayer, we propose an information model and emphasize the correspondence with the other sublayer.

In this study, a help desk organization managed according to the ITIL principles in the banking sector is described as a model work for more efficient and efficient operation, reduction of incident records created in parallel with the growing sector and increasing business volume. In parallel with rapid growth in the banking sector, application software systems are being developed and the number of incident records reported by the system as a result of erroneous records are also increasing. It is aimed to examine the source code packages that are run during the resolution of the incident records, to examine the units that constitute the most incident records, to review the reports by categories, to automate the processes that the systems can perform and to solve the problems that became chronic as a result of the effective management of the problem management process. When these analyzes are carried out, result analysis techniques such as data mining, Pareto analysis, root cause analysis and fish bone diagrams are applied which is aimed to create the information center structure where the corporate memory accumulates. The topics mentioned in this study are exemplified by scientific methods and the gains obtained are described.

[ABSTRACT] The main goal of this thesis is to study processes in an ICT department of Barcelona Airport and propose some solutions for improvement based on data collected and analyzed. The improvement follows the concept of Lean Six Sigma (LSS) and ITIL framework. The main outcome of this thesis will be to optimize the incidents resolution times. It has been noticed that, too much time elapses from the time an incident is opened and the time an incident is closed. Even though in several instances, incidents have been resolved but they have not been closed in the system for days. In order to have a better understanding of how the system works at the airport, we participated in a process monitoring meeting at the airport where scenarios were described and explained in detail using VSM. With this insight, we thought the proposed solution will help in addressing at least some of the main challenges at the airport as far as incident management is concerned and also enhance the performance of technicians in the discharge of their duties. The proposed improvements have been provided and explained in detail. The main proposal in this thesis is for the adoption of "bring your own device (BYOD)" policy. The document also outline further how this policy can be used to achieve other results such as technician localization. This will ensures that incidents are not assigned to technicians who will be far from the incident location but rather to technicians who are in close proximity. With the introduction of this policy also, technicians acting as technical coordinators after the working hours of the help desk can access the incident registration software thereby registering them immediately they are reported. This will eventually ensure information consistency and accuracy. It will further allow technicians to close incidents remotely after resolving and update the database with procedures hence eliminating the long waiting time for the help desk to do those functions. More also, to further assist the technicians, they can access previously resolved incidents, equipment manuals in a database remotely and this will result in fast resolution time. A data analysis tool has been developed. This tool will aid in quick analysis of incidents over a given period. With the tool, it is possible to do weekly analysis of incidents to determine what happened, when it happened, where it happened and how it was resolved. It also shows who solves it and how long it takes to solve the incident. With this, technician's throughput can really be measured. The detail explanation of the tool is contained in the manual. [RESUMEN] El objetivo principal de esta tesis es el estudio de los procesos en un departamento TIC del Aeropuerto de Barcelona y proponer algunas soluciones de mejora basados en los datos recogidos y analizados. La mejora sigue el concepto de Lean Six Sigma (LSS) y el marco ITIL. El resultado principal de esta tesis será optimizar los tiempos de resolución de incidencias. Se ha observado que transcurre demasiado tiempo desde el momento en que se abre un incidente hasta que el incidente está cerrado. Además, en varios casos, los incidentes se han resuelto pero no han sido cerradas en el sistema durante días. Con el fin de tener una mejor comprensión de cómo funciona el sistema en el aeropuerto, participamos en una reunión de seguimiento de proceso, donde describe y explica en detalle el funcionamiento del servicio utilizando un Value Stream Map. Con esta idea, pensamos que la solución propuesta contribuirá a solucionar, al menos, algunos de los principales retos en el aeropuerto por lo que se refiere a la gestión de incidentes, y también a mejorar el rendimiento de los técnicos en el desempeño de sus funciones. Las mejoras propuestas se explican en detalle. La propuesta principal de esta tesis es que la adopción de la política de "Bring Your Own Device (BYOD)". El documento también delinea con detalle cómo esta política se puede utilizar para lograr otros resultados como la localización de los técnicos. Lo que se asegura es que los incidentes no se asignan a los técnicos que están muy lejos del lugar del incidente, sino más bien a los técnicos que están en las proximidades. Con la introducción de esta política también, los técnicos que actúan como coordinadores técnicos después de las horas de trabajo de la mesa de ayuda pueden acceder al software de registro de incidentes y con ello se reportan inmediatamente. Esto a la larga va a garantizar la coherencia y la exactitud de la información. Permitirá que los técnicos cerrar los incidentes de forma remota de resolverlos y actualizar la base de datos con los procedimientos efectuados, por lo tanto eliminando el largo tiempo de espera largo para el servicio de asistencia para hacer esas funciones. Además, para seguir ayudando a los técnicos, se podrá acceder a los incidentes resueltos con anterioridad y los manuales del equipo en una base de datos remota, y esto se traducirá en un tiempo de resolución rápida. Se ha desarrollado una herramienta de análisis de datos. Esta herramienta ayudará en el análisis rápido de los incidentes durante un período determinado. Con la herramienta, es posible hacer un análisis semanal de los incidentes para determinar qué sucedió, cuándo sucedió, dónde sucedió y cómo se resolvió. También muestra cómo lo resuelve y cuánto tiempo se necesita para resolver el incidente. Con esto, el rendimiento del técnico se puede medir. La explicación detallada de la herramienta está contenida en el manual.

Information Technology Service Management (ITSM) is a customer-centric approach to manage IT Services in order to provide value to the business. The ITSM Knowledge ecosystem comprises multiple knowledge areas including process frameworks, technology tools and skills. Organisations struggle to comprehend the ecosystem due to the dynamic nature and volume of the business technology environment. A Systematic Literature Review was conducted to understand the state of the current research in ITSM knowledge ecosystem. The review indicated that the focus of the existing research is skewed towards process frameworks knowledge area and neglects tools and training. The approach proposed in the extant research fails to provide a holistic view of the ecosystem. To overcome the limitations a conceptual model is proposed based on Knowledge Commons theory.

We consider the problematic of the evaluation of IT Service Management (ITSM) processes performance in organizations, ITSM processes indicators can assess the performance of that particular indicator only but cannot provide a holistic view of the overall IT department services performance in terms of a unified number. To overcome this challenge we need to combine the key performance indicators (KPIs) of IT service management. This work seeks to provide a new multi criteria approach to assess IT Department performance in the area of IT services. The evaluation model uses a combination of multi criteria decision making methodologies namely: AHP and TOPSIS and it targeted ITSM processes specifically ITIL framework processes. This research demonstrates that the combined use of Multi Criteria Decision Making (MCDM) methodologies proves to be suitable for the evaluation of ITSM processes performance. The proposed model was applied in a Moroccan SME.

Software companies which have been involved in a process improvement programme according to ISO/IEC 15504 are showing an increasing interest in the ISO/IEC 20000 standard for Information Technology Service Management. With the intention of supporting these companies in the implementation of the ISO/IEC 20000 standard and in order to facilitate the simultaneous application of both standards, the existing relations between ISO/IEC 15504-5 base practices and ISO/IEC 20000-4 process outcomes have been analysed and the results are presented in this paper.

This exploratory study investigates the ISO standards for quality management in perspective of software industry. The objective is to examine the applicability of ISO standards generic quality guidelines on software process, product and organization. The frameworks of ISO are studied and understood. Different comparisons are developed and refined to find out the correlation or contrast between ISO standards and SEI's CMMI, largely adopted SQM framework. The study would find answers to the research questions through intensive literature review. The study will enhance the reader's understanding about the ISO standards and would also elaborate the usefulness of ISO in SQM perspective. The paper is also a pedagogic contribution to software engineering education.

In today's information age the increase importance of Information Systems (IS) which are highly dependent of Information Technology (IT) forces organizations to deploy IT Service Management (ITSM) frameworks. The increase complexity of new IT technologies, products and deployment models makes the management of an IS a big challenge to manage and to ensure its availability. This complexity drives IT organizations to manage the environment by silos or technologies and inhibits a holistic view of the target environment leaving space for failures. This paper intends to analyze and identify these issues and proposes an IT management framework that will help IT organizations to provide a better management of IS.

Considering the problematic of IT Service Management (ITSM) frameworks Implementation in SMEs, among the various frameworks available for companies to manage their IT services, ITIL is recognized as the most structured and effective framework. Nevertheless, ITIL has been criticized for not been appropriate for small scale enterprises. This paper provided a practical tool formally developed according to Design Science Research (DSR) approach, it aimed to find out the key factors that affect ITIL implementation success in SMEs, the objective was to eliminate the misunderstanding of the IT service management model’s implementation purpose. It determines various Critical Success Factors (CSFs) of ITIL implementation, the weight of each CSF is calculated with Analytical Hierarchy Process (AHP) and the evaluation was executed in a Moroccan SME. Therefore, it provides an evaluation method in order to help researchers and managers to determine the issues related to local culture of SMEs while adopting ITIL Framework. Results show that the top management support is the most important factor for Moroccan SMEs. It is found that an approach for determining ITIL processes implementation sequencing order need to be developed in order to achieve quick wins.

IT organizations that wish to implement the best practices recommended by the IT Infrastructure Library (ITIL) need to specify the level of service provided to their customers. The implemented service needs to comply with this specification. We propose a method for describing declarative specifications of services, and of their planned constructions. These specifications can then be used to verify the alignment between the specification and the construction. This method is based on first-order logic and on refinement theory for alignment verification. The alignment verification is automated using the Alloy specification language and the Alloy Analyzer tool. The method is illustrated with the example of a utility emergency service inspired from a real project.

It is widely accepted by Information Technology service managers that frameworks such as the IT Infrastructure Library can deliver real operational efficiencies but there are few empirical studies that investigate the benefits realised and performance metrics gathered. The objective of this paper is to provide an international analysis of IT service management benefits and performance measurement by comparing the findings from a recent Australian survey with results from a similar survey conducted in the United Kingdom and United States of America. International literature on Information Systems (IS) effectiveness and performance measurement specifically related to ITSM is reviewed and used to guide the development of the Australian survey. Both surveys report rapid uptake of ITIL(R) Version 3. There are many reported benefits supported by metrics at the process level. However, the comparative analysis of the Australian and UK/USA studies reveals that there is limited awareness of performance measurement frameworks.

There is still a conflict among the definitions, frameworks, and formulation of the digital transformation strategy in the literature. Despite extensive research on Digital Transformation Strategies and Digital Transformation Assessment, there is not a clear and global meta-model describing the general concepts and guidelines of the digital transformation to frame and drive a successful digital transformation. Several digital transformation approaches have been presented in the literature, these approaches are focusing on specific cases and specific concepts. The present paper describes the digital transformation and its relationship with IT governance. It presents how IT governance can lead the digital transformation. A literature review has been conducted on the most well-known IT Frameworks (COBIT, ITIL, CMMI) and their structure in order to provide a standard and known framework by practitioners. This paper proposes an Integrated Methodological Framework for Digital Transformation Strategy Building. The proposed framework is called IMFDS, it is based on IT governance elements (Business Strategic Planning, IT Strategic Planning, IT Organizational Structure, IT Reporting, IT Budgeting, IT Investment Decisions, Steering committee, IT Prioritization Process and IT Reaction Capacity). It provides specific guidelines to help organizations formulating, implementing and monitoring their transformation strategies. IMFDS is articulated across 9 blocks (steps) and 34 processes.

This paper has three objectives. First, it documents the rapid growth of the private service sector in the United States. Second, it compares and contrasts the management tasks within a service ope...

Maturity models and Information Technology (IT) service management models guide the definition and improvement of service management processes. Known approaches include ITIL, COBIT, ISO/IEC 20000, CMMI-SVC, and MR-MPS-SV. The implementation of these models results in benefits such as: increased user and customer satisfaction with IT services; financial savings due to less rework and less time used, and improved resource management and usage; improved decision making and optimized risk; and better alignment based on the business focus. However, some organizations find it difficult to use the models. This paper presents a study in which we identified critical factors for success and failure of the improvement of IT service processes. By doing a systematic mapping study and by snowballing, we were able to identify factors such as: project implementation strategy; support, commitment, and involvement; processes; and internal and external resources. Also, we analyzed our results using grounded theory procedures in order to facilitate their understanding.