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Information Technology (IT) is used by many organizations to enhance competitive advantage, but many outsource security firms have not used IT in their business processes. In this research, we will design Strategic Management for IT Services for outsourcing security company. We use an outsourcing security company as a case study of IT Strategy Management for IT Services development. The purpose of this study is to create an IT services strategy for security outsourcing companies. The framework used is the ITIL (Information Technology Infrastructure Library) framework service strategy in strategy management for IT services process. There are several steps taken in the making of the strategy: (a) Strategic assessment stage to analyzed internal and external factors of the company. (b) Strategy generation by creating the strategic plan. (c) Strategy execution to determine the tactical plan. And (d) strategy measurement and evaluation. This study produced the proposed IT service system that suits the needs of the company in the form of strategic, tactical plans and strategy measurement. This result can be used as the foundations of IT service development in outsourcing security company. In the process of this study, we work closely with stakeholders; every work product has been verified and validated by stakeholders.

IT governance is becoming an obligation today for organizations that want to align their IT with business. However, a method of analyzing the maturity of the information system governance, which is easy to apply and does not require any technical experience, is absent. Research has been conducted to provide evaluation tools based on existing frameworks such as CobiT and ITIL. The disadvantage of these models is that organizations need technical competencies to use them. In this paper we propose a self-assessment model based on the IT governance pillar, COBIT maturity levels and relying on the Excellence model EFQM. The implementation of this evaluator has been tested in a university case. The results showed that this evaluator can be executed without the use of specific skills. The latter gives idea of the maturity level of the establishment but does not replace programmed audit actions.

Service desk is Single Point Of Contact (SPOC) for every problem in every organization that has implemented IT-IL (Information Technology Infrastructure Library.) As SPOC is the spearhead that connects between customer and organization to improve service in company IT Support PT XYZ has run Service desk function, the problem is: is there any influence of success factor servicedesk to servicedesk performance process in it support? The problems contained in the question above are the object of research, which is expected to produce the desired answer, by conducting the research, using the primary data of the sample. Primary data is taken from field survey that is spread questioner to the selected sample. The data obtained will be used for the purposes of multiple regression analysis process, as well as to test the hypothesis of the influence of success factors servicedesk on the performance of servicedesk in it support. The result of the test and analysis is expected to give improvement in support in daily operaional using service desk function.

Governance in Information and Communication Technology (ICT) is a relevant area of research and practice. The Audit Court of the Union (ACU) periodically evaluates all Brazilian Federal Public Organizations in order to disseminate the importance of implementing good governance system and raising awareness of positive contribution of adopting Good Practices. As a result of these evaluations, it is clear that evolution of ICT Governance in Federal Public Administration (FPA) in Brazil is growing slowly. The number of organizations that effectively adopt good governance practices is low when compared to all other FPAs. This article presents results of a survey conducted at Public Organizations that have improved capability (iGovTI) stages according to the ACU. The iGovTI is the index of governance in which the organization is inserted, it can be (initial, basic, intermediate and enhanced). Knowing this, this survey collected used practices and identifies the profiles of organizations and their interviewees. As main results, we recognize that the Good Practices used in Enhanced Organizations are the same known in academia as well as in industry (for instance, COBIT, ITIL, CMMI, MPS.Br, PMBOK). Another relevant result is the evidence that even Enhanced Organizations do not adopt practices in topics considered relevant, including project management, information security and risk management.

Today’s organizations are socio-technical systems in which human workers increasingly perform knowledge work. Interactions between knowledge workers, clerks, and systems are essentially speech acts controlling the necessity and flow of activities in semi-structured and ad-hoc processes. IT-support for knowledge work does not necessarily require any predefined process model, and often none is available. To capture what is going on, a rising number of approaches for process modeling, analysis, and support classify interactions and derive process-related information. The frequency and diversity of speech acts has only been examined within delimited domains, but not in the larger setting of a reference model covering different types of work and domains, multiple takeholders, and interacting processes. Therefore, we have investigated interactions in the IT Infrastructure Library (ITIL). ITIL is a collection of predefined processes, functions, and roles that constitute best practices in the realm of IT service management (ITSM). For ITIL-based processes, we demonstrate the importance, prevalence, and diversity of interactions in triggers, and that further abstraction of interactions can improve the reusability of process patterns. Hence, at least in ITSM, applying speech act theory bears great potential for process improvement.

Today, countless benchmarks and definitions of best practice have emerged in Technology Information and various business areas. Civil construction is a service that revolves around the hiring and provision of other services. A civil construction work is a construction service and becomes a construction project when a start, an end and a deliverable is defined. This article presents an integrated model proposal for managing projects and services of companies providing civil construction services. It has been generated through a match between the service management lifecycle exposed in ITIL v3 and the groups of processes exposed in PMBOK and ISO 21500. The results of applying this proposal in a real project management are presented.

Due to increased demand for Technology Services in Brazilian Public Institutions, Information Technology (IT) planning activities are increasingly being used in organizations and IT services are maintained with goal differential in the market. The purpose of this article is to investigate how the ITIL implementation contributes to Brazilian National Institute of Cancer management model by using COBIT IT governance practices to measure organizational performance. For this, a qualitative field research was done, through interviews aimed at evaluating the perception of the subjects investigated on the research them. It was identified that the strategies converge when it comes to the initiative to improve administrative processes. The main conclusion is that ITIL and COBIT practices are equally relevant for improving the efficiency of governance cycle management in the institution under study.

This work presents an evaluation of the maturity level for IT service management, of two higher education institutions from Portugal and Russia. We will identify the correspondences between the process capability levels and the organizational systems maturity levels. One of the options to measure the IT maturity is by comparing the IT service team’s operations, planning and processes with international models. In this context, we decide to use the Information Technology Infrastructure Library (ITIL) framework to analyze the selection, planning, delivery and support of IT services by both institutions. This methodology uses units as the standard is an example of best practice that covers the control and management of all aspects of IT-related operations. To the development of this study, we use the survey technique as we can get clear, direct and objective answers. With results from these studies, we can identify policies that can be adapted and used to improve efficiency and achieve predictable service levels, and help in the implementation of improvements for the management of IT services. info:eu-repo/semantics/publishedVersion

Whenever somebody refers to IT service management or ITIL, the first process that comes up on the table for discussion is the incident management process. No matter how far away one might be from the service management area, they always seem to be quite familiar with the process and its relevance. It is a highly popular process that finds its rightful place in every single organization. Since this process makes or breaks an organization’s service delivery, service providers often give plenty of weight to the process, and as a result, the incident management process is perhaps the most mature of all the ITIL processes.

From this chapter on, we start with the exercise of aligning the ITIL service management framework for a DevOps project. The exciting bit starts here! The exercise involves looking at ITIL holistically and identifying the phases and processes that can stay as is and those that need to rejigged.

We have come to the end of the adaptation transformation of ITIL processes into DevOps projects. Release management is the final (major) process that needs to be adapted to the swift and Agile way of developing and promoting deployments into various environments.

Based on the best-practice framework ITIL, an IT service catalog is a system which displays all live IT services but does not manage service requests. Moreover, an IT service catalog also shows how IT services are technically realized. When implementing an IT service catalog as part of the IT service management, firms often struggle with service catalog implementation projects as it requires portfolio-wide information and knowledge about service design, service operations, the customers' use of services, service level agreements and service costing. There is a lack of existing literature on how to design an IT service catalog to fit the individual context and service offerings of companies. This concise paper proposes an approach based on design science for defining the initial design requirements for IT service catalogs. Using this approach in practice resulted in the identification and scoping of the design objectives of IT service catalogs to the needs of individual firms. Moreover, the explorative knowledge on how to design an IT service catalog has been validated by following rigorous research guidelines set out by the design science research method.

Researchers agree that ITIL is among the most valuable and popular frameworks currently being adopted and adapted by organizations. For ITIL, as a Process Reference Model (PRM), process management requires each process to be controlled to remain compliant with the objectives of both IT and business. PRMs are always related to a process assessment model (PAM) which holds all details to assess a specified process quality characteristic based on one or more PRM. In the literature, it is possible to find different ontology-based models for the ITIL PRM but, as far as the authors are aware, no ontology was proposed to represent an ITIL related PAM. This research intends to shed some light in this area by proposing an ontological approach using the METHONTOLOGY methodology for describing TIPA® for ITIL. This ontology provides a common vocabulary that solves some issues of consistency, conciseness, and completeness.

Aim/Purpose: This research aims to develop an information technology (IT) maturity model for incident management (IM) process that merges the most known IT frameworks’ practices. Our proposal intends to help organizations overcome the current limitations of multiframework implementation by informing organizations about frameworks’ overlap before their implementation. Background: By previously identifying frameworks’ overlaps it will assist organizations during the multi-framework implementation in order to save resources (human and/or financial). Methodology: The research methodology used is design science research (DSR). Plus, the authors applied semi-structured interviews in seven different organizations to demonstrate and evaluate the proposal. Contribution: This research adds a new and innovative artefact to the body of knowledge. Findings: The proposed maturity model is seen by the practitioners as complete and useful. Plus, this research also reinforces the frameworks’ overlap issue and concludes that some organizations are unaware of their actual IM maturity level; some organizations are unaware that they have implemented practices of other frameworks besides the one that was officially adopted. Recommendations for Practitioners: Practitioners may use this maturity model to assess their IM maturity level before multi-framework implementation. Moreover, practitioners are also incentivized to communicate further requirements to academics regarding multi-framework assessment maturity models. Recommendation for Researchers: Researchers may explore and develop multi-frameworks maturity models for the remaining processes of the main IT frameworks. Impact on Society: This research findings and outcomes are a step forward in the development of a unique overlapless maturity model covering the most known IT frameworks in the market thus helping organizations dealing with the increasing frameworks’ complexity and overlap. Future Research: Overlapless maturity models for the remaining IT framework processes should be explored. info:eu-repo/semantics/publishedVersion

IT service management (ITSM) practitioners recognize the need for continuous improvement of IT services. Using a design science research approach, we develop a five – step process improvement framework for ITIL (Information Technology Infrastructure Library) service operations, based on the use of the Lean toolset. The proposed framework offers a structured approach for process improvement in practice and a basis for more systematic research.

A global financial services company followed a software-mediated process assessment (SMPA) approach based on ISO/IEC 15504, ISO/IEC 20000 and the IT Infrastructure Library (ITIL®). Using an action research approach, the Incident Management, Problem Management, and Change Management processes were assessed at two points in time during an ITSM process improvement project. This paper analyzes the results of the process assessments, highlights issues with the interpretation of the results, and offers an alternative method to report process capability results to motivate process improvement. The study found that by using the proportion of SMPA recommendations as a proxy measure for process improvement, the processes did improve yielding fewer recommendations in cycle 2 when compared to cycle 1 of the action research.

One of the perceived benefits of the use of information technology is the increased accuracy and speed of information that greatly helped the operations of an institution or organization. Politeknik XYZ as one of the organizations / institutions in the field of education, now need to consider the strategic role of information technology in supporting academic activities and develop a wide range of academic services, especially for students. Accordingly, in this study has been carried out the planning and improvement of information technology services in accordance with EA and IT Service standards, based on analysis using ACMM maturity level. The end result of architectural planning and service enhancement developed with TOGAF and ITIL is to be used as a reference in the improvement the role of information systems and technology in supporting business process organizations at Polytechnic XYZ. This study demonstrates the importance of raising awareness of the interdependent relationship between architecture and quality of service management in the organization of information technology.

Disruption of Information Technology (IT) can impede the business of an organization. In this case, major incidents occurred in XYZ organization in which it could not restore the services of business immediately after its data center endured an electrical outage. The speed of services restoration depends on how quickly the organization identifies the incident and how well it is prepared. Therefore, the top level management of XYZ organization expects a tactical and systematic step in anticipating and handling disruptions to all IT services. Based on these conditions, this research aimed to study the main factors of IT disaster recovery problem to provide recommendations for improvement. The IT disaster recovery problem can be identified by 4 (four) factors, which are technology, organization, environment and individual. In order to find out the problem, this study used interviews with respondents who involved in major incident and information from documents related with service recovery. In order to know the factors or sub-factors that significantly affect the recovery of services, this research used Analytic Hierarchy Process (AHP) techniques for weighting factors or sub-factors to obtain influence factor of IT disaster recovery. The AHP result of the highest weighted factor is the organization, and the highest weighted sub-factor is the perception of business continuity benefit. Recommendations were formulated based on literature study and then the result of literature study was validated through Focus Group Discussion (FGD) and experts. The results of this research provide recommendation for improvement of the problems using the most suitable ITIL approach.Disruption of Information Technology (IT) can impede the business of an organization. In this case, major incidents occurred in XYZ organization in which it could not restore the services of business immediately after its data center endured an electrical outage. The speed of services restoration depends on how quickly the organization identifies the incident and how well it is prepared. Therefore, the top level management of XYZ organization expects a tactical and systematic step in anticipating and handling disruptions to all IT services. Based on these conditions, this research aimed to study the main factors of IT disaster recovery problem to provide recommendations for improvement. The IT disaster recovery problem can be identified by 4 (four) factors, which are technology, organization, environment and individual. In order to find out the problem, this study used interviews with respondents who involved in major incident and information from documents related with service recovery. In order to know ...

Most organizations today operate in a highly complex and competitive business environment and need to be able to react to rapidly changing market conditions. IT management frameworks are widely used to provide effective support for business objectives through aligning IT with business and optimizing the use of IT resources. In this paper we analyze three IT management frameworks (ITIL, COBIT and MBI) with the objective to identify the relationships between these frameworks, and mapping ITIL and COBIT processes to MBI tasks. As a result of this analysis we propose extensions to the MBI model to incorporate IT Performance Management and a Capability Maturity Model.

Research on the Information Technology Infrastructure Library (ITIL) lacks appropriate theories and models that capture the distinct characteristics and implications of the ITIL implementation practice. The purpose of this study is to close this gap. Based on a literature review, we develop and empirically validate a theoretical model: the ITIL Implementation Project Model. The model includes significant antecedents, which provide a foundation upon which an effective ITIL implementation project can be built, as well as the pertinent effects of implementing ITIL. The results contribute to the current research stream on the strategising of IT service management as well as to an improved understanding of the IT function in organisations. The model provides IT executives with practices for improving ITIL implementation quality and for assessing the benefits of their efforts.

Information technology infrastructure library ITIL framework is a set of comprehensive publications providing descriptive guidance on the management of IT processes, functions, roles, and responsibilities related to IT service management. However, and in spite of its repercussion and popularity, the ITIL framework does not suggest an implementation order for their processes. This decision constitutes the first challenge that an organization must overcome when starting an ITIL implementation, the enterprise size being one of the leading factors to be considered in the decision-making process. In the scenario of small and medium enterprises dedicated to producing software, this paper is devoted to investigating which processes are the most selected to start the implementation of ITIL in these organizations. This is performed by means of two different instruments, first, a systematic literature review on the topic and second, a survey conducted among experts and practitioners. Results show in both cases that incident management process should be the first process when implementing ITIL framework. Copyright © 2015 John Wiley & Sons, Ltd.

The importance of information technology service management, ITSM, is fully recognized today. All companies, regardless of their size, accept the role of IT services and products, as the main supports for decision and control activities. The present contribution aims to analyze the main steps in the evolution of ITSM and its evolvement as a well-defined domain. There are analyzed, also, the main economical and technical factors influencing its evolution - the increase of competition among the IT service providers, the technical progress in hardware and availability of digital technologies.

With the application of ITIL in IT services of small and medium-sized commercial banks, whether the improvement of IT service has been fulfilled is the key to successful introduction of ITIL. However, the mature IT services index evaluation system and methods for the small and medium-sized commercial banks have not been established. This research aims to establish the stakeholders’ satisfaction evaluation system of ITIL project based on KPI of ITIL management, which has strong pertinence and operability. The author has utilized the BP network based on GA optimization to conduct evaluation because the types of indicators are numerous and some of them are difficult to be quantized. Firstly, the author gains the precious model by means of the selected indicators and results of evaluation within 10 small and medium-sized commercial banks and GA-BP model. Afterwards, the indicator evaluation results of four of them are tested. The results of evaluation perfectly fit the expert evaluation results and the precision and convergence speed of the model are higher than that of the random BP, therefore, it is applicable to obtain stakeholder satisfaction of ITIL projects via GA-BP model and commendably satisfy the demands for evaluation of ITIL on basis of IT service level of small and medium-sized commercial banks.

In recent years, with the rapidly developing of technical and commercial related with cloud computing, many countries have issued the cloud computing development strategic plan. Characteristics of cloud computing technology determine the cloud computing platform operational mode cannot copy the existing business platform of operational mode. So exploring the data center operations in cloud computing environment system, to ensure the cloud platform and business platform of the bearing can be efficient, safe and stable operation becomes important issues in operations management. Cloud computing operations management should be emphatically from daily operation monitoring, security management and automated processing. Introducing ITIL V3 operations management, strategy, design, operation and continuous improvement to cover every stage, will push the success of enterprise cloud computing strategy.

The ISO/IEC 15504 international standard can be aligned with the ISO/IEC 27000 information security management framework. During the research conducted all the existing relations between ISO/IEC 15504-5 software development base practices and ISO/IEC 27002 security controls have been analysed and the ISO/IEC 15504 Security Extension has been developed. This extension details the changes that software companies should make in the software lifecycle processes for the successful implementation of the related security controls. To attain our research objectives, we evaluate the ISO/IEC 15504 Security Extension through case studies in a sample of software development organizations. This study follows the design science research paradigm that is based on constructive research. ISO/IEC 15504-5 processes can be adapted to deploy ISO/IEC 27002 controls on them.Relations between ISO/IEC 15504-5 and ISO/IEC 27002 security controls are analysed.From these relations, the ISO/IEC 15504 Security Extension has been developed.The Design Science Research paradigm has been followed during its development.The ISO/IEC 15504 Security Extension has been validated in industry.

Software process standards (e.g. ISO/IEC 12207, ISO/IEC 15504) and models (e.g. CMMI) provide a set of best practices and guidelines for improving the quality of the software process and products resulting from that process. However, they do not prescribe a particular software development methodology (i.e. RUP, MSF), and thus software development teams face a compliance problem between the selected development methodology and a pursued particular standard or model. In this research, the particular issue of compliance of Agile Software Development Methodologies (SCRUM, XP, and UPEDU) and the new ISO/IEC 29110 standard is studied. Because the new standard is focused on the software process in very small software development companies or small software project teams in the range from 1 to 25 people, and the Agile Software Development Methodologies (ASDMs) are primarily for same targets, this study is important. The ISO/IEC 29110 standard contains two processes: Project Management and Software Implementation. This study is focused on the first process. The main findings indicate that the UPEDU and SCRUM methodologies present and high compliance level with the ISO/IEC 29110 Project Management process, while XP has a moderate level. Thus, software developer teams interested in achieving compliance with the ISO/IEC 29110 Project Management process can count with two ASDMs. However, a full compliance study (with both Project Management and Software Implementation) is still missing.

Due to the importance of high-quality customer service, many companies use intelligent helpdesk systems (e.g., case-based systems) to improve customer service quality. IT Service Help Desk offers a set of "best practices" for managing IT services and is one of the most widely accepted approaches to IT service management in the world. Recently, more and more enterprises implemented a centralized IT service management model based on the ITIL framework. Organizations should take proper measures in building a mature Service Desk to ensure successful implementation of IT Service Help Desk. This software will be established in a network to every employee having its access (authorization) in IT department for the IT related services provided to employees.

Studies on ITIL (Information Technology Infrastructure Library) are distributed in a dispersed way in the literature, making it difficult to get a general overview on the subject. This article aims to establish a mapping of the scientific literature on the implementation of ITIL, published in major specialized journals and disseminated in the national and international literature. The resulted search, using the Scopus base with the ITIL keyword and limited to articles published in the last five years, produced 101 articles. After applying the webibliomining method, thirteen articles were selected using the class A items according to the ABC rating, in addition to two articles selected from the JISTEM Journal and one article from the Production Management Journal. It is clear that ITIL is considered to be the market's most popular model and contributes to improve organizational processes, bringing better results and quality to organizations.

Nowadays, many organizations adopt Information Technology Service Management (ITSM) best practices to enhance their IT service related processes. Although many organizations have adopted ITSM frameworks such as Information Technology Infrastructure Library (ITIL), not all have been successful. Keeping this in mind, this paper seeks to identify Critical Success Factors (CSFs) that impact on successful implementation of ITSM frameworks with a focus on ITIL in Iranian organizations as a case of a developing country. Hence, based on a mixed method, at first, with the semi-structured interviews and literature review, 22 success factors were identified. Following that, a questionnaire was developed and sent out to domain experts. Next, robust Exploratory Factor Analysis (EFA) was run for analyzing data and establishing construct validity which finally classified critical success factors into five groups named as “organizational†, “human resources†, “project management†, “managerial†and “process†. The findings of this study have provided a very useful reference for IT standardization scholars and practitioners to identify the important issues of ITSM frameworks implementation projects in their research and practice.

Paper provides information about the most important international standards regarding corporate informatics and strategic management, i.e. ISO/IEC 38500, ISO 20000, IT Governance. Paper provides the most important information about these standards and try to make a link among them and map it to the management levels in the company. The final result of this paper is a new visualization of links among standards and finding, that the international standard ISO/IEC for IT Governance represents an effective tool of corporate informatics management on the strategic level. To make it usable for corporate informatics management as a whole, it is useful to integrate its processes with those of tactical and operational management.

IT service provider organizations that have implemented a Quality Management System (QMS) according to ISO 9001 can take advantage of all the efforts made when implementing an IT Service Management System (ITSMS). In order to facilitate the integration of these two management systems, we analyze the existing relations between the requirements of the QMS and the ITSMS. Based on these results, we provide a new Integrated Management System (IMS) which widens the scope of the ISO 9001 QMS with the specific IT service management requirements of ISO/IEC 20000-1, and present a guide to support organizations in implementing this IMS. The ISO/IEC 20000-1 IT Service Management System (ITSMS) can be integrated with the ISO 9001 Quality Management System (QMS).The relations between the requirements of both management systems have been analyzed.A quality and IT service management Integrated Management System (IMS) is proposed.This new IMS widens the ISO 9001 QMS with the ISO/IEC 20000-1 ITSM requirements.A guide to support organizations in implementing the new IMS is presented.

This paper examines the application of Information Technology Service Management (ITSM) standards and provides an integrative view on how ITSM is executed in practice. Content analysis of 150 relevant job postings is used to assess the demand for ITSM standards, identify and rank the ITSM standards applied in organizations and identify the ITSM processes commonly implemented. Findings show a high adoption rate for ITSM standards and a large preference for ITIL. Findings also show that most commonly implemented processes are those that improve compliance with service level agreements and customer satisfaction. Details for such findings and their implication are discussed.

The main international Information Technology Service Management (ITSM) process frameworks such as ITIL V3 and the ISO/IEC 20000-4, includes a service design process as part of their mandatory set of processes. Nevertheless, even with such availability of processes, their used nomenclature, their phase-activity structure, and their granularity level used for their descriptions, are non-standardized. Consequently ITSM academics are faced with a useful but disparate and diffused literature, and ITSM professionals lack of a suitable step-by-step service design methodologies. In this chapter, we present ITSDM (Information Technology Service Design Methodology), which is elaborated on best practices suggested in ISO/IEC 20000-4 and ITIL v3 design process-es with the aim to provide a step-by-step guideline with phases, activities, tasks, roles, controls and input-output artifacts. We illustrate its utilization with a real IT service (Cloud Storage service) that is ready operational in a German Higher Education Institution. We found that ITSDM provided qualitative benefits such as: ease of use, usefulness, compatibility and value. However, given the novelty of this methodology, we encourage for further empirical studies for providing more definitive results.

Enterprises in the 21th Century, with their numerous different activities, have a vision for their brand image to be recognized, for their human resources to be innovative, for their investments to be fruitful, to their Data to be meaningful, to their predictions to be right and to their Decisions to be productive. All those expectations and more; made and set by the Management Board are what designs their purpose & effectiveness. However this can’t be true in the Global Operational trending we are living in without having certain outlines to follow. Based on all the angles we pictured the workflow from, we organized and structured the Enterprise’s services and we made a call for the IT as a tool to handle all the aspect and also a number of IT frameworks such as ITIL, COBIT, CMMI that will help do the follow up. This is going to be the subject of our article in which we try to project the essence of Governance in Enterprises context.

Information systems play a significant role in assisting and improving a university's operational work performance. The quality of IT service is also needed to provide an information system that matches with a university's needs. As a result, evaluations need to be conducted towards IT services in fulfilling the needs and providing satisfaction for information systems users. The purpose of this paper was to conduct a synthesis of the service work performance provided by the IT Division towards information systems users by using systematic literature review. The methodology used in this research was a literature study related with a COBIT and ITIL framework, as well as finding the interrelatedness between service managements toward an increase of IT work performance.

PT Pertamina (Persero), an energy-sector company, launched an efficiency program on all fronts in 2015. Corporate Shared Service, a function which responsible for providing information technology services in Pertamina, contributes to that program by providing video conference service as a replacement for regular meetings. However, according to the Vice President of IT Operation, the provisioning of the service needs to be improved. One of the needed improvements is the need to create a formal policy and procedure for provisioning the service. Thus, this work aims to design the policy and procedure for video conference service in PT Pertamina (Persero). We employed the two-strands model of Soft-System Methodology in designing the policy and procedure. The design of the policy and procedure are based on ITIL, which is the best practice for IT service management, and ISO/IEC 20000, which is the standard for IT service management. The work produced three policy and procedure documents, and implementation strategy and change management.

Las areas de tecnologia de la informacion y comunicaciones a menudo son presionadas por la organizacion para desplegar en forma continua aplicaciones que cumplan con los objetivos corporativos. El desarrollo de aplicaciones es parte del engranaje en el que se sustentan las estrategias corporativas, cuyo fundamento principal son los despliegues y actualizaciones frecuentes de las aplicaciones. La idea es obtener un componente clave de los servicios de TI, que es aumentar la productividad del usuario. La automatizacion de tareas puede ser promovida por una metodologia tradicional o agil y soportada por la concepcion de DevOps que representa el marco colaborativo entre desarrolladores y operadores. Este engranaje ayuda a conseguir las metas mas deseadas y complejas. El manejo del ciclo de vida del desarrollo de software mediante la estructura DevOps, ayuda a identificar la sincronizacion en cada etapa de los componentes y requerimientos necesarios para un desarrollo optimo de las aplicaciones. El alineamiento de los servicios de ITIL en cada una de las fases de desarrollo de software con DevOps, va a dar madurez a cada etapa de desarrollo. Este trabajo expone la incorporacion de buenas practicas en el desarrollo y despliegue de aplicaciones mediante el alineamiento de los servicios ITIL con cada uno de los componentes del ciclo de vida con DevOps, a fin de conseguir software de acuerdo a los objetivos corporativos y requerimientos del usuario.

This study analyzes and identifies the compatibility of COBIT 5.0 framework to educational institutions in Indonesia. The research approach used is qualitative by doing in-depth-interview to the 5 experts and analyzed enterprise goals each educational institutions. Interviewees for this research have COBIT5 certification. Result of this research, there are 12 processes COBIT 5.0 have most appropriate for educational institutions, among others: APO 01 (Manage the IT Management Framework), APO 07 (Manage Human Resource), EDM 02 (Ensure Benefits Delivery), APO 04 (Manage Innovation), EDM 01 (Ensure Governance Framework Setting and Maintenance), APO 02 (Manage Strategy), APO 03 (Manage Enterprise Architecture), APO 05 (Manage Portfolio), APO 08 (Manage Relationships), APO 11 (Manage Quality), BAI 01 (Manage Programs and Projects). Based on the results of this research, COBIT 5.0 framework can support IT governance of educational institutions but still need other frameworks, like ITIL, TOGAF, and CMMI to support more reliable and manageable IT governance.

Information Technology Services Management (ITSM) is very important for improving a good service to stakeholders. But to improve, it is very difficult. A company often get a problem to achieve a standardization of Information Technology (IT) services. This paper aims to propose an effectiveness and efficiency design of ITSM through capability maturity model integration (CMMI) in an organization to manage IT division. ITSM is affected by the procedure, performance, and capability of IT division. They determine the success level of the Services Level Agreement (SLA) within the organization. Derived from literature studies and interviews from the organization management member and the IT user, the paper argue that the practice of information technology infrastructure library (ITIL) done by CMMI is recommended to improve the IT services to support an organization to meet SLA.

This in-progress research of IT service and risk management implementation for online startup SME is finding out on whether or not online startup SMEs are aware on the IT service and risk management, and how do they manage them. We found that local online startup SME professionals were aware of risks that might happened from IT services failure to their business, however, effort to manage the IT services were still minimum. It was due to the company size, as deploying a proper IT service and risk management are not cheap, hence there is no economic value to deploy an end to end IT service and risk management solution. In the other hand, they have never experienced a prolonged IT outage with severe damages. The research also showed that IRP (incident Resolution and Prevention) method to manage IT services availability is more suitable to be deployed by SME online business instead of Full ITIL (IT Infrastructure Library) method.

This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/ This author accepted manuscript is made available following 24 month embargo from date of publication (Oct 2017) in accordance with the publisher’s archiving policy, Medical devices, in the case of malfunction, can have tangible impact on patient safety. Their security, in a world where the Internet of Things has become a reality, is paramount to the continued safety of patients that are dependent upon these devices. The international standard ISO/IEC 80001 – Application of risk management for IT-networks incorporating medical devices presents a unified and amalgamated approach to the safety of medical devices connected to IT networks. Whilst this standard presents a guide for security and risk management in health delivery organisations, its effectiveness with regard to contemporary cybersecurity is unknown. This research employed a structured review process to compare and analyse the ISO/IEC 80001 technical controls standards (ISO/IEC 80001-2-2 and ISO/IEC 80001-2-8), with contemporary cybersecurity best practice, guidelines and standards. The research deconstructed the technical controls and drew links between these standards and cybersecurity best practice to assess the level of harmonisation. Subsequently, a deeper analysis identified the areas of omission, coverage, addition or improvement that may impact the effectiveness of ISO/IEC 80001 to provide effective cybersecurity protection. ISO/IEC 80001 aims to provide a minimal level of cybersecurity however this research demonstrates that there are deficiencies in the standard and identifies the important aspects of cybersecurity that could be improved. This situation has arisen due to the rapidly evolving nature of the cybersecurity environment and the protracted time to revise and republish international standards. This research identified several areas that require urgent consideration, including Emergency Access, Health Data De-Identification, Physical Locks on Devices, Data Backup, Disaster Recovery, Third-Party Components in Product Lifecycle Roadmap, Transmission Confidentiality, and Transmission Integrity. The research will provide health delivery organisations implementing ISO/IEC 80001, assurance as to the level of protection supplied by the ISO/IEC 80001 standard, and the areas that may need enhancement to increase cybersecurity protection and consequently increase in patient safety. Further, the outcomes are expected to influence development of the related international standard, as the findings from this research are being provided to the International Organisations for Standardisation, TC215 Health Informatics, Joint Working Group 7, to inform the review of ISO/IEC 80001 currently in progress.

This chapter analyses the motivations and key factors reported by organizations after successfully implementing a service management system according to the ISO 20000 standard. ISO 20000 (approved in 2005 and revised in 2011) defines the requirements for implementing a standardized service management system, and has a form similar to the pre-existing general quality management standards while adapting its contents to standardize Information Technologies Service Management practices, although there is nothing to prevent it being used in other service management fields. The research is based on a survey that was answered by 105 ISO 20000 certified, Spanish organizations. It enables the profile of these organizations, as well as their main reasons for, and key factors when, implementing the standard, to be characterized. Motives are divided into external and internal factors and, as such, reveal the predominance of external reasons when deciding to implement certification. Furthermore, some key factors in successfully implementing the standard are highlighted, especially in terms of management and staff involvement. Other specific factors have also been analysed: such as the norms with which it is integrated, and the reasons why some organizations abandon the certificate. This research is the first reported in the literature to deal with two fundamental issues related to the implementation of the ISO 20000 standard: the reason behind implementing the standard and what the key factors in its adoption are.

Nowadays, as IT becomes a key element in most business models, it is very important for countries and corporations to create effective business / IT value from IT-related investments. To do so, the process and structure for business / IT value creation must be designed appropriately for the organization's goals and context. For this, the IT governance models that organizations can use typically include COBIT(Control Objectives for Information and Related Technologies) 5, ITIL (IT Infrastructure Library), and TOGAF (The Open Group Architecture Framework). This research helps to use the COBIT 5 Goals Cascade when companies use COBIT 5 to design processes for business / IT value creation. The COBIT 5 Goals Cascade is a mechanism that translates the needs of stakeholders into actionable and customized enterprise goals, IT-related goals and enabler goals. However, this mechanism does not give priority to what goals should be prioritized. According to the COBIT 5 Enterprise Goals to IT-related Goals Mapping table, multiple IT-related goals must be fulfilled to achieve a single enterprise goal. As a result, the IT-related goals for some enterprise goals will be much larger, confusing which goals should be undertaken. To contribute to this problem, this research presents a prioritized methodology that determines the IT-related goals that are more relevant to the organization's goals in realizing IT-related goals. This prioritization methodology is based on the AHP(Analytic Hierarchy Process) using the 'Balanced Scorecard' and 'Governance Objectives' as indicators.

The University of Washington is a global institution composed of three campuses, several hospitals, affiliate academic units around the world, and a user base of more than 250,000 people. As a result, operations can never suspend regardless of the time or day. In 2013, IT help desk support was limited to standard business hours, Mon-Fri 8:00am to 5:00pm. The University of Washington's central IT department (UW-IT) saw a need for customers to have access to quality IT support whenever they needed it: 24 hours a day, 7 days a week, 365 days a year. 24x7x365 operations are costly and outsourcing was not an option. The Computer Operations team was identified to have both availability and capacity to assist with expanding the hours of the help desk. Opposing schedules, additional unrelated responsibilities, incongruent work cultures, a brand-new ticketing tool, and incorporation of the ITIL framework made merger of these two teams difficult but well worth the effort. By leveraging existing 24x7 operations staff, the University could extend service desk hours to meet the needs of a global institution and an ever-increasing, complex catalogue of services with high-quality, high-availability support.