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The article presents metrics for managing IT services in a service-oriented architecture of the information system. Cognitive management of the effectiveness of IT services is considered on a variety of ICT infrastructure management metrics, information system management metrics, IT service management metrics. The necessary components of the formation of an analytical platform for the cognitive management of IT services in the EIM environment for SAP BI (Business Objects Business Intelligent) are considered. A model of cognitive management of IT services using key performance indicators (KPIs) for managing IT service metrics is presented.

The document presents an adaptation of the Information Technology Infrastructure Library (ITIL) standards and best practices provided from its service life cycle in the IT department (ITD) of a Local Electoral Public Institution (LEPI) in Mexico. These type of autonomous and public organizations are in charge of organizing elections in each state. The ITD is in charge of IT problem solving and improvement projects related to elections and other needs of the organization. Most of the work is generated from user needs as they arise, but there's a lack of Standard Operating Procedures (SOPs) which prevents continuous monitoring, improvement and follow through. The main challenge to providing quality IT services in Electoral Institutions of this nature, is their adaptability to unexpected changes that occur in regulations. Service requests are caused by untimely changes arising from agreements and resolutions of Institutes and Court; this creates a work environment in which sudden decision-making is encouraged in terms of IT solutions management, which is why having an IT strategy that aligns with the strategic objectives of LEPI is crucial to guarantee a continuous improvement in the local democratic functioning. There is limited research on the application of standards and best practices in IT services for the public sector in Mexico, this methodology can be implemented in each of the 32 IT departments within the country.

Virtualization technology where helped in infrastructure consolidation, reduced the energy consumption and enablement for efficient IT resource management and also provided the platform for future business-driven technologies like containerization, cloud, software defined services and green data centers there it also opened the door for new information security challenges for business organizations and data protection. The study limits and focuses small business organizations and will investigate the virtualized environment security loop holes, which will impact business information security. Data collection and analysis with the help of questionnaire and employed sampling technique using ITIL framework from IT professionals and practitioners working in a virtualized environment of different organizations of certain industry. Obtained findings will help to suggest that how virtualization may be beneficial for small businesses in handling information security issues.

This paper presents the case of evolution and lessons learned in information technology service management (ITSM) of a World Food Company in Latin America, with an emphasis on their process-driven strategy for integral transformation through the Information Technology Infrastructure Library (ITIL), as well as the creation of their Service Management Office (SMO). Their experience in implementing ITIL and an SMO presenting their roadmap and main challenges. As an extra added value, service quality has been enhanced through the use of business indicators and commitments from three perspectives: people, processes and technologies. These results reveal that the SMO has become a strategic complement for IT, in addition to being a fundamental element to ensure quality and efficiency in technology service management.

In modern conditions of economic development, business design facilitates technological management and organizational changes, which allow managers to set priorities according to the requirements of the operating environment. Therefore the purpose of the given research is carrying out of the analysis of architecture of the enterprise as means promoting management of knowledge and changes, and its comparison with other tools, methods and the structures of management using various approaches to improvement of business management. In the article it is offered to include such components as the balanced system of indexes (BSC), the approach of the European fund of quality management (EFQM), the purposes of control of information and adjacent technologies (COBIT), library of an infrastructure of information technologies (ITIL) to the complex methodical toolkit of modeling of architecture of the enterprise as it give guidelines of strategic management, efficiency measurement by means of the certain system of indexes and management on the basis of visualization of various points of view. These models have gained considerable popularity among management tools at the largest companies in the world. A comparative description was carried out for modeling the architecture of the enterprise. The models of enterprise architecture are the basis for all management processes in the company. It is determined that the main role of enterprise architecture is the effective modeling of knowledge and change management, which serves as an input and support for other structures and methods. Before using or merging any management tool, it is necessary to conduct business diagnostics of the company's activity to determine the actual needs of the enterprise being evaluated. It is proved that the most compatible tool with the enterprise architecture is COBIT, as it uses and provides a set of effective tools for modeling the enterprise architecture. It contributes to the creation of enterprise architecture for the use of any of the tools under study and allows reducing the cost level and increasing the efficiency of their implementation.

One of the major challenges for organizations in general and the tourism sector in particular is the implementation of an information system (IS) that responds effectively to business requirements while controlling its impacts on productivity and performance. However, the current economic and technological evolution of the current market, the compliance with laws and regulations as well as the potential risks of the environment, impose iterative challenge of the IS. Hence the need for an omnipresence of the governance of information systems (GSI).

With the need for rapidly growing network services each year; the factors of reliability, availability and quality become extremely critical for organizations, groups, institutions and governments to have in the network services implementation. In this case, several rural governments requires the improvement of its network performance management in establishing their internal and external operation to align with the grand design by the central government in improving citizen’s satisfaction through public service. Testing was done using scenarios for output analysis and packet loss as parameters. The results of the proposed topology obtained a productivity of 541.43 Kbps and a packet loss of 0.07%. While the current topology gets a rate of 421.28 Kbps and packet loss of 0.22%. It can be concluded that the proposed topology is still better than the current topology. The optimization of performance management is based on the FCAPS method which emphasize in the performance monitoring and data analysis with the support of ITILv3 that contains documentation and policy guidance to conduct quality performance management. In addition, performance management activities will occur with processes in the design of ITIL services and existing conditions.

Artificial Intelligence (AI)-driven IT aims to describe the penetration of machine intelligence solutions in the IT department, what focus currently exists and what future developments are expected. It furthermore aims to provide an overview over existing utilities for organizations’ IT and what could be challenges when implementing AI in IT. By using a state-of-the-art approach, this work elaborates about existing solutions in practice and about selected scientific research found in connection with them. For analysis of use cases, the IT infrastructure library (ITIL) framework is used. Additionally, to aid and complete analysis’ findings, expert interviews have been conducted and evaluated with employees of Capgemini Invent, a major IT-consulting firm. This work shows that a substantial amount of AI solutions is already existing for various areas of an IT operating model. By connecting use case analysis and evaluation of expert interviews, among other results, a clear focus area for AI solutions was found in the area of IT operations.

Information and Communication Technologies management is now increasingly challenging in a highly digital and connected world, with different services emerging for different clients with heterogeneous infrastructures, software, assets, different service requirements, security risks increasing, organizational structures not flexible to adjust. These are some of the variables to manage in Information and Communication Technologies departments. This paper aims to present a literature review to support the design of an approach for service operation management in a medium-sized organization, to improve operational efficiency, cost optimization and stakeholder satisfaction, relevant topics in any organization strategy. The applied methodology includes a literature study related with the frameworks Control Objectives for Information and Related Technology (COBIT) and Information Technology Infrastructure Library (ITIL). The main results underlying the literature review were based on the use of keywords in the subject domain.

This paper presents a case study who leads to an analysis of the ITIL methodology implementation process in an IT company based in Timisoara and the change management strategy applied for this action. The case company is an IT services provider, one of the leading companies in the IT domain, with over 4000 business customers over the world. This report provides us an overview of the process of implementing ITIL methodology within the case company, together with further results after the implementation. The report consists also the case study design, the process of data collection and data analysis. The results from the survey conducted within the company and the interviews will be also included in the document. The conclusion of the paper presents us the correlation between Kotter’s 8-Step Change Model and the strategy of implementing ITIL within the organization.

Information Technology is a business asset that is gaining a lot of importance in the last decades on every industry especially regarding the spread of Artificial Intelligence. However, without a good rudder, every company risks getting lost in a sea of endless and unreachable goals, IT governance help to reach business goals and better business management.

This study developed a system that utilizes incident management in the service operation area for systematic IT service management (ITSM). The implemented system utilizes Information Technology Infrastructure Library (ITIL) to enable efficient problem resolution through fast user error handling on the collaborative side and automatic identification as well as handling of the system. In addition, it is integrated with the system’s dashboard to quickly solve problems based on a multi-tiered system through SSO-based authentication. This study is expected to provide a systematic and efficient IT service along with aspect of cooperative through the development and experimentation of ITIL incident management processes and programs, which based on the Service Level Agreement, the analyzed system as well as the management process defined in the real bank system.

In the current economic and social context, management of change should not be framed by managers on a passive perspective and only when there are clear signs of changes in organizational or market factors. The management of change must be framed in a perspective of continuous improvement, which justifies the development of capacities of economic and social vision associated with the sector in which they are positioned. The information society and the impact that new IT technology has on the functioning of economic organizations and the modus operandi of the market and the economy have been evident. The IT competitiveness potential of companies has attracted managers to the increasing inclusion of more technology in organizations, challenging them in managing the implicit changes.

Тема выпускной квалификационной работы: «Моделирование деятельности ИТ-департамента по обслуживанию Ð²Ð½ÑƒÑ‚Ñ€ÐµÐ½Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½Ñ‚Ð¾Ð² организации» Цель данной работы: разработка комплексной Ð°Ñ€Ñ Ð¸Ñ‚ÐµÐºÑ‚ÑƒÑ€Ñ‹ деятельности ИТ-отдела как внутреннего поставщика Ð¾Ð¿Ñ€ÐµÐ´ÐµÐ»Ñ‘Ð½Ð½Ñ‹Ñ ÑÐµÑ€Ð²Ð¸ÑÐ¾Ð² сотрудникам предприятия. Для достижения заданной цели Ð½ÐµÐ¾Ð±Ñ Ð¾Ð´Ð¸Ð¼Ð¾ решить следующие задачи: 1. Изучить различные модели организации деятельности ИТ-отдела. 2. Выявить и проанализировать процессы, реализующие работу Ð¿Ð¾ÑÑ‚Ð°Ð²Ð»ÐµÐ½Ð½Ñ‹Ñ Ð¸Ñ‚-сервисов. 3. Построить модель Ð°Ñ€Ñ Ð¸Ñ‚ÐµÐºÑ‚ÑƒÑ€Ñ‹ ИТ-отдела. В данной работе приводится систематический обзор ÑÑƒÑ‰ÐµÑÑ‚Ð²ÑƒÑŽÑ‰Ð¸Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ð¹, ÑÐ²ÑÐ·Ð°Ð½Ð½Ñ‹Ñ Ñ внедрением управления ИТ-услугами (ITSM) и библиотеки инфраструктуры Ð¸Ð½Ñ„Ð¾Ñ€Ð¼Ð°Ñ†Ð¸Ð¾Ð½Ð½Ñ‹Ñ Ñ‚ÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸Ð¹ (ITIL). Основными целями обзора являются поддержка исследований; облегчить поиск другими исследователями ÑÐ¾Ð¾Ñ‚Ð²ÐµÑ‚ÑÑ‚Ð²ÑƒÑŽÑ‰Ð¸Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ð¹; и предложить области для Ð±ÑƒÐ´ÑƒÑ‰Ð¸Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ð¹ в этой области. Кроме того, предоставляется ИТ-менеджерам полезную информацию о ITSM и ITIL, основанную на Ð½Ð°ÑƒÑ‡Ð½Ñ‹Ñ Ð·Ð½Ð°Ð½Ð¸ÑÑ Ð¾Ð± Ð¸Ñ Ð²Ð½ÐµÐ´Ñ€ÐµÐ½Ð¸Ð¸. Результаты работы показывают, что мотивы, критические факторы ÑƒÑÐ¿ÐµÑ Ð°, статус реализации и выгоды являются наиболее часто изучаемыми областями, и что каждая из ÑÑ‚Ð¸Ñ Ð¾Ð±Ð»Ð°ÑÑ‚ÐµÐ¹ выиграет от дальнейшего воздействия., The subject of the graduate qualification work is “Modeling the activities of the IT department for service of internal customers of the organization». The purpose of this work: the development of a comprehensive architecture of the IT department as an internal provider of certain services to employees of the enterprise. To achieve this goal it is necessary to solve the following tasks: 1. To study various models of organization of the IT department. 2. Identify and analyze the processes that implement the work of the delivered IT services. 3. Build a model of the architecture of the IT department This work 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 areas for future studies within this area. In addition, it provides IT managers with useful information on ITSM and ITIL, based on research-based knowledge of their implementation. The work results suggest that motives, critical success factors, implementation status, and benefits are the most frequently studied areas, and that each of these areas would benefit from further exposure.

Este trabalho se baseia no funcionamento de um dos modelos de gestão de serviços de TI mais utilizados pelas organizações de todo o mundo, o ITIL. Com o objetivo de expandir o conhecimento na área, a principal proposta deste artigo é expor experiências, pontos de vistas, críticas e valor agregado gerados durante e após a implantação do módulo de Gestão da Configuração da ITIL em um órgão público brasileiro. Por ser um caso de sucesso, o principal objetivo é mensurar o nível de satisfação do usuário direto e indireto do módulo em questão, explorando os principais benefícios de uma implantação baseada nas melhores práticas do campo, além de propor melhorias e sugestões aos processos de implantação futuros.

Information Technology Governance has become one an important one along with Information Technology Management (ITM) and Information Technology Services Management (ITSM). For ITSM, The IT Infrastructure Library (ITIL) can be used as a quality and excellence service guideline, it improved quality control, service level, efficiency, effectiveness, and expenses of budget from information flow, Service Level Agreements (SLAs), and take control over business and management processes. This research conduct a case study on Company of Freight Forwarder Service will be called FFS, located in Jakarta with method ITIL focused on Service Desk’s. The data will collect by various method such as observation, questionnaires, interview and document review. The result showed that company FFS got average score on service desk’s is 1.94, with the highest score at area Process Capability and the lowest score at area Customer Interface. This conclude, that company FFS has a good management of service desk’s but lack of user experience on front end of service.

This paper aims to review several project management frameworks that are widely used in the industries. Studies on how to adopt and adapt such frameworks remain limited. Three project management (PM) frameworks widely used in the information technology (IT) industry, such as PMBOK, PRINCE2, and ITIL, were analyzed and compared. The objectives of the review are twofold. First, to allow one to have a quick understanding of the widely used project management frameworks; and second, provide how these frameworks can be used together and complement each other at the different phases of a project lifecycle to address the specific needs of the industries managing IT products or services.

In this study, we developed a document for managing Information Technology suppliers in hospitals. This document is used to ensure the proper management of IT suppliers in the hospital. Products and services in Information Technology have characteristics and specifications that are always up to date, making it difficult for non-IT people to understand. Hospitals whose main business in the health sector is often lack of human resources who understand IT. Observations and interviews were conducted in Indonesian hospital, to identify the characteristics and problems in supplier management. Control Objectives for Information and Related Technologies (COBIT), Information Technology Infrastructure Library (ITIL) and government regulations on supplier management were reviewed and combined as a benchmark and guidance on how supplier management activities are carried out. The result of the process is a Standard Operating Procedure (SOP) document. The parties involved in the supplier management process have evaluated the SOP document. From the results of the study, it is known that currently, the hospital is still focused on procedures procurement of goods and services that are government regulated. This study proposes some new activities that are not currently done by the hospital.

This is a systematic literature review to understand the adopted practices, proposed solutions and measurement models for Information Technology Service Management [ITSM] approaches. This paper extends the existing research and past literature reviews in this area by including recent published research from 2010 to 2018. The review finds that ITSM practices are not uniformly adopted, and some processes tend to be adopted more widely than others. The review also finds many measurement models that are either not validated, or only partially validated, and sees a gap between academic research and practitioner community, who are the primary intended users of these models and frameworks. There are proposed solutions for ITSM integration with other management systems that can benefit from further research for validation. We recommend future researchers to collaborate with practitioners, so that proposed models and frameworks can be incorporated into the relevant standards, where feasible.

The availability (uptime) of UNIX servers which are hosting critical patient care applications is of utmost importance. This availability is ensured by maintaining redundant network; storage connections to a physical server (Ethernet cables; Optical Fibres). The health of these redundant connections, are monitored daily, so that issues can be fixed proactively, which ensures the availability of the servers. If issues are identified with these connections, the concerned team is involved in troubleshooting the issue. Due to the critical nature of the project, perfect ITIL(Information Technology Infrastructure Library) procedures should be followed in identifying, recording and fixing the issues. Unfortunately, this requires a lot of manual work. To help reduce this manual labour and save time, a Web Application was proposed to be developed. This web application will be useful to track, monitor, and analyze the work progress and to visualize the data for easy understanding. It reduces errors by reducing human interaction in the process, thereby saving valuable labour time and resources for the organization. Thus, the generated report becomes more accurate.

The ability to understand application performance and pro-actively manage system state is becoming increasingly important as infrastructure services move toward commodisation models such as cloud computing. The complexity of systems being monitored in large corporations means that detailed component-by-component analysis and/or simulation of behaviour can be impractical. The key problem is to find practical systems management approaches that enable behavioural profiling and detection of anomalous events in complex real world systems. This paper details a system performance measurement method that enables slowdown event detection and characterisation of application behaviour. These measurement techniques can underpin IT service management frameworks such as the IT Infrastructure Library. This enables business to manage the stability and performance of the end-user experience in order to support productivity and effectiveness of business processes. This paper examines anomaly detection efficiency in two case studies using six detection models in a large Australian financial services organisation. The whole of service anomaly detection methodology proposed in this paper was found to be more efficient than alternative individual transaction and whole of service models.

У статті розглянуті основні методи аналізу роботи першої лінії підтримки інформаційного сервісупідприємства за технологією ITIL. Проаналізовані фактори, що впливають на ефективність роботи команди підтримки та бізнес-процесу у цілому. Представлені висновки з можливої оптимізації процесу длянайбільш ефективної взаємодії користувачів та сервісного центру.

Managing and using IT services is considered very important for modern businesses to improve their performance. IT Governance supports businesses to plan and control the IT investments to achieve their business objectives. IT Governance is part of enterprise governance which contributes to the management of IT resources, with focus on prioritization and justification of IT investments, controlling, budgeting and defining authorization levels. IT Infrastructure Library (ITIL) is one of the IT Governance frameworks that provides a systematic approach to IT Governance. In reference to this research, the study is based on secondary data. The study is focused on understanding the ITIL framework in relation to IT Governance. Additionally, this paper contributes to IT investments and IT resource management in an organization, starting with technological changes, reduction of operating costs, maintenance, decisionmaking process with the focus to improve organization sustainability.

Information technology Governance, Risk management and Compliance (IT-GRC) are critical in the contemporary business environment since most of the business processes rely on information technology. However, studies indicate that off-the-shelf IT-GRC products are unsuitable for measuring the effectiveness and efficiency of IT-GRC controls. This article proposes a novel approach of measuring effectiveness and efficiency of IT-GRC controls by using the Decision Making Trial and Evaluation Laboratory (DEMATEL) methodology and arriving at the Figure of Merit (FoM) to find the optimal value of effectiveness and efficiency. The proposed method quantifies the input values by calculating the relative influence and cause of the controls. The efficiency and effectiveness are analysed based on the key metrics such as performance, the strength of security controls, ease of use and cost. The proposed method has been applied to various scenarios with varying controls for evaluation and then the optimal value (Figure of Merit) is found by an iterative method. This method can be extended to any type of IT security control standards and frameworks such as ISO 27001, COBIT 5, ITIL and PCI-DSS.

High availability of information technology (IT)-applications and -infrastructure components is a significant factor for the success of organizations because more and more business processes depend entirely on IT-services. The result is that the complexity of IT-environments is permanently increasing and therefore cost intensive maintenance processes become more difficult. Several frameworks for IT-service-management like IT Infrastructure Library bundle established best practices to support the task of IT-service operating. This paper provides an overview of data-driven techniques, which can be used in addition to the standards of best practice frameworks to improve reactive and proactive maintenance tasks. We present a selection of different machine learning and statistical methods from a theoretical and practical perspective, which enable detailed insights into the IT-environment status. Furthermore, we present different approaches for the analysis of IT-service tickets, which are the primary communication path between the customer and service provider in case of issues. These methods enhance the resolution-finding process by a higher automatization level or by improvement of the situational understanding in case of root cause analysis and problem determination. Moreover, prediction of the future status allows the initiation of proactive actions to possibly prevent critical situations before their occurrence; existing methods, their potentials, and shortcomings as well are in the center of this paper. We close our overview with a systematic guide for practitioners to select the proper method for their setting, based on a series of questions about the application at hand.

An efficient organization, management, and execution of tasks are central for the successful functioning of any organization. This topic was on the research agenda already in the early 1950s and keeps attracting the scientific community's attention today. Continuous advances and penetration of technologies in organizations are expected to increase task variety and complexity. This creates a constant demand for new methods to analyze, measure, manage, and execute tasks. In this study, we extract relevant task content aspects from textual task descriptions and build a task content model as a basis for the development of various decision-support solutions for process workers and managers. Using the Theory of Situation Awareness, we specify a method for analyzing and measuring the content of tasks and illustrate it by an industry example of ITIL IT ticket processing. We refer to the Strategic Alignment Model while discussing the implications for task management and execution research and practice.

Maintaining the service performance was the responsibility of the service company. As an organization providing telecommunications network services both satellite and terrestrial networks, decreasing service performance was an indication of IT governance problems in the organization. For understanding the extent of the IT governance in the organization, the assessment of capability level was required. COBIT 5 was the framework for assessing IT processes capability level and combined with the ITIL V3 2011 framework. This research methodology begins with problem identification in the organization, determining the ITIL V3 2011 service lifecycle 2011 related to the problem, and mapping ITIL V3 2011 processes with COBIT 5 processes. The mapping results obtained IT processes of COBIT 5 and then selected based on their relevance to the organization's problems and assessed its capability level using the PAM (Process Assessment Model) method which refers to the ISO/IEC 15504 standard. By defining a target of capability level, it can be performed gap analysis, prioritized process improvement, determined KPI (Key Performance Indicators), and provided recommendation activities of each IT process. Based on the assessment of 12 IT processes capability showed that the capability level of IT processes in the organization is level 1 (performed) with 8 processes and level 2 (managed) with 4 processes. To improve it, COBIT 5 has provided guidance and recommendations for each IT process activity.

The paper proposes the development of the approach described in the ITIL-3,4 library to the formation by an IT provider of competitive IT assets (called “best practices”). The ITIL mechanism provides for regular benchmarking in order to determine the composition and values of indicators of critical factors for the success of the market area and the formation by the IT provider by methods of the theory of asset management, the functioning of which ensures the achievement/superiority of market values of these indicators. The difference between the proposed approach consists in replacing the “best practices” of management with procedures for solving optimization and game problems, the mathematical models and control mechanisms of which are based on mathematics, control theory, decision theory and game theory. The proposed approach makes it possible to overcome such disadvantages of “best practices” as the averaging of the conditions for their application and their insufficient efficiency. This is achieved due to the multivariate formulation of control problems, and the multi-structure and optimality of control mechanisms. In conclusion, it is indicated that it is legitimate to consider the developed models and management mechanisms as a separate new type of IT provider assets.

과거의 IT가 인프라 기술 중심이었다면 현재는 서비스 중심이라고 할 수 있다. 많은 기업들이 IT 서비스 지원에 대한 비용 절감과 품질 개선을 위하여 많은 노력을 하고 있다. 2000년대 후반 이후로는 ITIL(Information Technology Infrastructure Library)기반의 IT 서비스 관리 시스템 개발을 통하여 조직문화로 정착시키기 위한 내재화에 힘쓰고 있다. 특히 ITIL 버전3의 구성요소 중 하나인 IT 서비스 운영은 내재화와 밀접한 관계가 있으며 중요성이 커지고 있는 실정이다. 하지만 ITSM 시스템을 성공적으로 도입함에도 불구하고 서비스 사용자들로 인한 여러 이슈사항 발생으로 IT 서비스 관리의 효율성이 나아지지 않고 있다. 따라서 본 연구에서는 효율적인 IT 서비스 관리를 위하여 이슈사항들의 지침서를 정의하고, 데이터베이스화하여 사용자 중심 교육 시스템을 개발하였다. 구현된 시스템은 ITSM 시스템의 운영 부분과 연동시켜 사용자들이 정기적인 학습을 통하여 효율적으로 문제 해결을 할 수 있도록 하였다. 본 연구의 결과를 기반으로 기존에 가지고 있었던 ITSM 시스템의 서비스 운영 한계를 극복하고 효율적인 IT 서비스 관리를 할 수 있을 것으로 기대한다.

The article reports on Information Technology Infrastructure Library (ITIL) implementation in Maersk Oil. We analyze the values embedded in ITIL, compare them to Maersk Oil’s organizational culture, identify implementation challenges, and discuss how to manage these. The contribution of the article is as follows: (1) it identifies the values underlying ITIL, (2) discusses how to overcome cultural incongruence through business process implementation, and (3) highlights implications for managers trying to improve processes through the use of quality management standards and process models.

For a couple of decades, information technology (IT) as well as its management have been evolving toward more agility. Cloud computing and service-oriented computing have enabled increases in the agility of, respectively, the hardware and the software components of IT services. Similarly, companies more and more often use agile methods for managing their IT projects. This means that many IT organizations can follow the values and principles of the Agile theory, which shares many similarities with service science. However, regarding the management of IT operations, existing solutions are largely process oriented and focus on the control and respect of the initial commitments. Therefore, these solutions, called IT service management (ITSM) methods, are not aligned with the agile values and principles. In response, we propose the basics of a future agile IT service management framework. To do so, we revisit the agile values and principles applied in the software development to best suit the ITSM context. We also identify some practices applied in the current ITSM methods that (partially) block the evolution toward more agility in ITSM. These practices are discussed and rewritten accordingly.

In hereby publication the authors shall present the solution encompassing the combination of well-known and verified organisational and technological solutions in the new field of services, namely telemedical monitoring in patients with heart failure, on the example of the research and development project MONITEL-HF co-financed by the National Centre for Research and Development within STRATEGMED Programme. Dynamic development of modern medical devices with integrated electronics saving or supporting life has caused the increase of diagnostic data sent in a specific format and time regime to medical centres for the purpose of their verification. The decisions which may be made on their basis depend on the quality and speed of processing of these data to the form acceptable to the medical personnel as well as on the degree of an organisation preparation for the process of their analysis. MONITEL-HF uses the elements of the Information Technology Infrastructure Library (ITIL) for IT departments. ITIL constitutes the most widespread collection of the best practice applied in many enterprises and governmental organisations for the purpose of appropriate management of IT services. An application was developed, for which the basic premise of its implementation was the principle of minimalism in the approach to communication, understood as the ability to eliminate sources of useless information. Only those data that are needed to perform the work by the person concerned or that may influence the quality of life of the monitored patient (eg patient activity constituting a good indicator of his or her own health) are collected and processed. This selection has made it possible to reduce the burden on physicians, redirect the majority of activities to more nursing staff, and focus on the most urgent cases. Productivity has been enhanced and the foundation for providing the best possible relationship with the patient, regardless of the history of pacemaker implantation, cardioverter defibrillators or resynchronizing devices. Cardiology is one of the few areas where healthcare professionals can start medical intervention in a patient who may not be aware of the risk. Focusing on really important information is extremely important when medical data is slowly beginning to meet the definition of Big Data.

Organizational capabilities in companies, within IT settings, can be strengthened by a centralized and integrated risk management approach based on ISO standards. This paper analyses risk management activities throughout various selected ISO standards in order to provide the basis to improve, coordinate and interoperate risk management activities in IT settings for various purposes related to quality management, project management, IT service management and information security management. Taking as a basis the ISO 31000 international standard for risk management, a comparison is performed with the aim of identifying risk management related activities in the ISO high level structure for management system standards, ISO 9001, ISO 21500, ISO/IEC 20000-1 and ISO/IEC 27001. These standards are of high interest for practitioners in IT settings, benefitting from the integration of process-based activities, implementing mechanisms for linking IT and non-IT entities of their organization with risk management challenges to address. Integration vectors such as the understanding of the organisation and its context, risk-based thinking, leadership and commitment, process approach and PDCA structure are elicited. Risk management in IT settings can be integrated from several ISO standards.Based on ISO 31000, risk management activities in five ISO standards are compared.The goal is to develop a process model for integrating risk management activities.

Small software companies have to work hard in order to survive. They usually find it challenging to spend time and effort on improving their operations and processes. Therefore, it is important to address such needs by the introduction of a proposed framework that specifies ways of getting things done while consciously encourage them to enhance their ability to improve. Although there are many software process improvement approaches, none of them address the human factors of small companies in a comprehensive and holistic way. Samay is a proposed framework to integrate human factors in the daily work as a way to deal with that challenge. This study suggests managing human factors but pointing out the software process life cycle. The purpose is to converge toward a continuous improvement by means of alternative mechanisms that impact on people. This framework was developed based upon reviews of relevant standards (such as ISO/IEC 29110, ISO 10018, OMG Essence and ISO/IEC 33014) and previously published studies in this field. Moreover, an expert review and validation findings supported the view that Samay could support practitioners when small software companies want to start improving their ways of work. A standard based framework: ISO/IEC 29110, ISO 10018, OMG Essence and ISO/IEC 33014.Human factors identification along the software process life cycle.Merging these human factors into Samay, our standard based framework.Validation of the proposed approach, and highlighting benefits and limitations.

Research teams and IT service providers are continuously increasing the degree of Automation in Hybrid IT environments spanning multi-provider Clouds as well as traditional IT. Automation and Cognitive Systems are widely regarded as the foundation for improving the productivity as well as the quality of Service Delivery. At the same time, Hybrid IT deployments are being subject to a variety of challenges in large deployments on a global scale. Based on our experience of running a service practice that delivers IT Service Management in Hybrid IT environments to customers worldwide, this paper will review the challenges and directions in implementing Integrated Network, Systems and Service Management technologies and point out gaps encountered in current tools and implementations. This is fueled by the desire of Service Providers to evolve Automation from a development activity to an approach focusing on recording and storing the practices of the best system administrators and further on to a cognitive activity where the management system learns over time which actions need to be undertaken under a given set of circumstances. By means of real-life examples, we identify candidate concepts and technologies that will help us build the next generation of Integrated Network, Systems and Service Management.