Specifying Services for ITIL Service Management

Wegmann, Alain; Regev, Gil; Garret, G.-A.; Marechal, F.

doi:10.1109/soccer.2008.7

Cited by 18 publications

(7 citation statements)

References 11 publications

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“…Organisational ontology is both complex and extensive, but ontologies developed in the fields of enterprise modelling tend to view business operations from a perspective of functionality and information integration [43]. Business functionality has also been described in terms of contracted services between an organisation and its employees or customers [44], [45].…”

Section: Taxonomies Folksonomies or Ontology?mentioning

confidence: 99%

An Ontological Health Cluster Framework

Toh

Heffernan

Karpathiou

et al. 2016

2016 49th Hawaii International Conference on System Sciences (HICSS)

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Health is a multidisciplinary domain. We contend that such a domain can benefit by being framed as a knowledge cluster. The objective of this paper is to map out a health research cluster in terms of an ontology. In this way, key relationships and informational exchanges can be captured and which enable more prudent use of critical knowledge assets within the cluster. We proffer an ontology based on our assessment of the healthcare space internationally and distillation of relevant extant literature. Health Cluster ApproachThe Health Cluster is a community of practice, comprising a diverse group of researchers in an Australian University. Defined by Wenger [1], 'Communities of practice are groups of people who share a concern or a passion for something they do and learn how to do it better as they interact regularly'. As a community of practice, the Health Cluster drew researchers from a range of fields including acute care, sociology and business information technology. When such a group forms, there are inevitable differences in ontological traditions. The focus of the group was developing and delivering a research strategy broadly described as the "Business of Health". The Health Cluster focused on a diversity of work, including health informatics, mobile solutions for chronic disease management, and social/behavioural factors with STI vaccines, especially in Indigenous and culturally and linguistically diverse (CALD) communities.The Health Cluster as a community of practice included researchers with backgrounds from business information technology (IT), knowledge management (KM), and enterprise integration (EI). Some researchers were from a background in social research, others were involved in electronic document and records management solutions, sometimes with a focus on technology platforms. The challenge therefore, was to develop an overarching research position and framework that was embracing and accommodating, as well as extensible.Within a community of practice, knowledge is developed. We posit that in the synthesis of knowledge and research themes as community of practice, there is development of explicit knowledge from the tacit. As a community of practice, knowledge is discovered through co-participation and codified in some form. The challenge then becomes one of knowledge from one community of practice to another, the purpose being the articulation and dissemination of new knowledge. Often, the problem of a multi-disciplinary community of practice is the approach of research from different ontological traditions and perspectives. Further, the term "ontology" has taken upon different meanings in computer sciences as opposed to its use in sociology. As a community of practice, rather than defend particular ontological perspectives, our approach taken was embracing different research paradigms and to find a means to accommodate the growth of knowledge. The purpose of this paper is to present and discuss the emergence of a Health Cluster research framework, which was developed through a multi-discipl...

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Section: Taxonomies Folksonomies or Ontology?mentioning

confidence: 99%

An Ontological Health Cluster Framework

Toh

Heffernan

Karpathiou

et al. 2016

2016 49th Hawaii International Conference on System Sciences (HICSS)

View full text Add to dashboard Cite

show abstract

“…Organisational ontology is both complex and extensive, and ontologies developed in the fields of enterprise modelling tend to view business operations from a perspective of functionality and information integration (Davenport & Short, 2003). Business functionality has also been described in terms of contracted services between an organisation and its employees or customers (Weske, 2012;Wegmann et al, 2008).…”

Section: The Functional Approach Of Enterprise Integration (Ei) Ontologiesmentioning

confidence: 99%

A Knowledge Management Model to Improve the Development of Bushfire Communication Products

Toh¹,

Corbitt

Beekhuyzen

2014

AJIS

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This paper brings together two bodies of literature around knowledge management (KM) as enterprise integration (EI) and organisational ontology and epistemology as philosophy, in order to develop an extended KM approach to the development of bushfire preparedness material in the Australian context. Knowledge Management (KM) in enterprise integration (EI) practice manifests as process-centric electronic document and records management solutions. Knowledge creation and organisational epistemology is viewed as a social process, but this is often left unrepresented by KM processes. The body of literature on KM tends to focus on organisational functionality and organisational KM that is based on EI ontology tends to be restricted by organisational functionality and process models. We argue that developing the KM-Model using subjectivist epistemology has a significant role in KM and organisational studies for emergency and disaster agencies. As part of the Bushfire Cooperative Research Centre (CRC) 'Effective Communication and Communities' project, bushfire communication materials were collected from all Australian States and Territories and analysed using NVivo, representing a knowledge base. Data sources including semi-structured interviews with bushfire agency staff and residents in bushfire-prone localities. Interview data was analysed using thematic analysis, and emergent themes were represented using UML as a platform independent representation of the extended knowledge domain that is capable of representation in a digital space. This work unites organisational ontology, organisational epistemology and EI; the different manifestations of KM. We theorise about how organisational epistemology itself forms as part of the knowledge, where currently there is a lacking of a satisfactory end-to-end framework. The KM lifecycle, therefore, is extended by incorporating the social research processes as part of organisational epistemology to include external audiences through the themes of locality types, place and roles of individuals as volunteers and agency staff. The practical implications are that qualitative methods and toolsets can be included as part of KM to improve the development and deployment of bushfire preparedness material.

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“…SEAM has been applied for teaching [4] and consulting [5] since 2001. Prior applications of SEAM to service design have been published in [6] and [7].…”

Section: Introductionmentioning

confidence: 99%

Systemic Service Design: Aligning Value and Implementation

Golnam

Regev

Ramboz

et al. 2010

Lecture Notes in Business Information Processing

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Abstract. The promise of service orientation is that it enables an organization to prosper by delivering continuous value to customers. This prosperity is of strategic value to the organization. There is value in service orientation for both the organization and its customers. We call these two values, customer value and strategic value. When designing a service it is necessary to align both value propositions with the service building blocks. We propose to use a systemic method where whole and composite reasoning are interleaved on both the organizational and functional dimensions. We begin by producing an as-is model that describes how customer value is delivered by a set of actors and the responsibility of each actor. Improvement opportunities are identified in terms of customer value and strategic value to the organization. A to-be model is built that specifies the new interaction between actors and their new responsibilities. The method is illustrated with an example.

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Specifying Services for ITIL Service Management

Abstract: The

Cited by 18 publications

References 11 publications

An Ontological Health Cluster Framework

An Ontological Health Cluster Framework

A Knowledge Management Model to Improve the Development of Bushfire Communication Products

Systemic Service Design: Aligning Value and Implementation

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