The Use of Design-science to Define Information Content Requirements for IT Service Catalogs

Abstract

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Assessment of Contributions of the Methodology for the Construction of a Catalog of Information Technology Services Aimed at Public Entities

“…The different perspectives and approaches to structuring an ITSC can be found in the literature, but the total number of works on this topic is relatively small (Nissen et al, 2015), which has been recently reaffirmed (Schorr & Hvam, 2018). It is also necessary to consider that, at the level of proposals to build and manage an ITSC, little applied research has been done in public organizations.…”

“…One of the recommended practices in ITSM is the implementation of a catalog of information technology services (ITSC), which should be considered as a knowledge management system and which provides information about ITS to clients and service providers (Schorr & Hvam, 2018), containing specifications of all the ITS that the organization needs to function properly (Hunnebeck, 2011).…”

The Concepts of Modularization in ICT Service Modeling

“…For example, the model is a prerequisite for designing IT systems and processes that support ICT service management at firms. The IT service catalogue is a core IT knowledge management system used in firms for ICT service management [9], [13]. Nissen et al (2015) analyzed generic IT service catalog structures and analyzed how conceptual ICT service design and catalogue design interlink [14].…”

“…Nissen et al (2015) focused mainly on the balance between ICT model for the service provider and ICT model for the service customer, and the granularity of the ICT service [14]. To design a knowledge management system, practitioners presuppose a conceptual ICT service definition and model [9]. This example outlines the importance of suitable conceptual ICT service models for ICT service management.…”

“…The conceptual service model is a core concept used in the management of ICT services [8], [9]. From a practitioners' perspective, having a conceptual understanding of the service design knowledge is the foundation for service management.…”