IT Service Management for Campus Environment-Practical Concerns in Implementation

Wan, Stewart H. C.; Chan, Yuk‐Hee

doi:10.1109/inm.2007.374833

Cited by 6 publications

(3 citation statements)

References 4 publications

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“…Referring to ITIL (Information Technology Infrastructure Library), service supports consist of incident management, problem management, change management, exemption management, and configuration management. Service deliveries, on the other hand, include management service levels, finance management, IT continuance management, capacity management, and availability management [16].…”

Section: A It Service Managementmentioning

confidence: 99%

Improving information performance of schools in higher education through IT service management

Kosasi

Prabowo

Budiastuti

2017

2017 5th International Conference on Cyber and IT Service Management (CITSM)

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A rising number of private schools of informatics management and computing in Indonesia are not accompanied by the accreditation grades. The fact shows that none of the 197 schools has obtained accreditation grade A. Moreover, 71.57% of these schools are still accredited with grade C. This condition reveals that there has been no synchronization and interoperability of producing information for the need of processing the academic data. The problem of the research proposal was formulated to (a) produce a new research model regarding influences of IT innovation adoption and IT governance on IT service management in improving information performance of schools; (b) create a hypothetical testing design to cognize influences of every variable in this research. The research aim was to analyze the magnitude of relationships and influences of IT service management based upon supports and deliveries of information services becoming dominant factors improving information performance of schools. The research was designed with an explanatory survey of analyzed units of organizations. Furthermore, the research applied a mixed (quantitative and qualitative) method and concurrent triangulation strategy. Computed quantitative data were obtained from a sample of 55 schools determined through a simple random sampling technique. Strengthening the quantitative analysis, qualitative measurement was conducted through in-depth interviews and FGDs (Focus Group Discussions) with 5 informants in the sample.

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Section: A It Service Managementmentioning

confidence: 99%

Improving information performance of schools in higher education through IT service management

Kosasi

Prabowo

Budiastuti

2017

2017 5th International Conference on Cyber and IT Service Management (CITSM)

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“…In Wan and Chan (2007a), the organisation achieves significant service target improvement after the adoption of ITIL processes. The adoption of ITSM processes in operations helps to improve the incident handling service performance in which SLA could be achieved and within a service target of 95 per cent.…”

Section: Service Impact Analysismentioning

confidence: 99%

Service impact analysis using business continuity planning processes

Wan

2009

Campus-Wide Information Systems

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Purpose -This paper aims at improving the service-oriented IT management by adopting relevant business continuity planning processes for service impact analysis in handling resource event. The paper also proposes a framework for implementation. Design/methodology/approach -A framework was developed from the study of literatures in IT service management and business continuity management. It was implemented to a real IT operations environment to evaluate its effects and benefits. Findings -Many organisations in the IT service industry drive the service-oriented IT management rapidly in the region. For fault management and service continuity management, one relies heavily on the experience of experts in handling the event for realising the relationships between service and resource. Knowledge retention and information base for service management are the new challenges in the area of service management. Research limitations/implications -Further optimisation and ongoing maintenance works are required to refine the correlation processes. Practical implications -The framework was implemented using existing IT service management portal and network system monitoring tools with minimal modification effort. Originality/value -This paper highlighted the value of adopting business continuity planning processes in service management. It also presented a way to implement a service management information base in practice.

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“…SLA becomes a basic measurement for gauging the performance of operation team. In [11], the organization achieves significant service target improvement after the adoption of ITIL processes. However, while meeting SLA is the primary target, the prioritization of alerts with respect to business objectives and user importance during the course of service impact analysis could improve further the customer satisfaction.…”

Section: Service Impact Analysismentioning

confidence: 99%

Adoption of business continuity planning processes in IT service management

Wan

Chan

2008

2008 3rd IEEE/IFIP International Workshop on Business-Driven IT Management

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Abstract-For any fault of the same severity level, traditional fault discovery and notification tools provide equal weighting from business points of view. To improve the fault correlation from business perspectives, we proposed a framework to automate network and system alerts with respect to its business service impact for proactive notification to IT operations management. This paper outlines the value of business continuity planning (BCP) during the course of service impact analysis, placing particular emphasis on the business perspective in the processes of IT service management. The framework explicitly employs BCP relevant processes in order to identify the relationships between business services and IT resources A practical case in IT operations to illustrate the concept was then conducted.

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IT Service Management for Campus Environment-Practical Concerns in Implementation

Cited by 6 publications

References 4 publications

Improving information performance of schools in higher education through IT service management

Improving information performance of schools in higher education through IT service management

Service impact analysis using business continuity planning processes

Adoption of business continuity planning processes in IT service management

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