Topics and Applied Theories in IT Service Management

Proehl, Thorsten; Erek, Koray; Limbach, Felix; Zarnekow, Rüdiger

doi:10.1109/hicss.2013.555

Cited by 14 publications

(9 citation statements)

References 23 publications

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“…In some cases, CSPs may provide a service of a quality lower than in SLAs. As a consequence, users may not only lose the control of their IT resources but also stick in a situation where the service paid is not what they should receive [12] [13].…”

Section: Slm Issues In Cloud Computingmentioning

confidence: 98%

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Service Level Management (SLM) in Cloud Computing - Third Party SLM Framework

Motta

You

Sfondrini³

et al. 2014

2014 IEEE 23rd International WETICE Conference

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The key issue in cloud computing in enterprises is the management of the Quality of Service (QoS), by an appropriate SLM (Service Level Management). Cloud Service Provider are offering SLMs to their users. We think that a third party SLM can be a better way to assure a robust and equal SLM. This paper presents the elements of third party SLM, namely Cloud Service Registration Agent, Negotiation Agent, Compensation Agent, Comment Agent, Billing Agent and Service Monitoring Engine. Such framework has been tested in a real life case. Results show that third party SLM is not only equal, but also dependable and reasonably easy to implement.

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Section: Slm Issues In Cloud Computingmentioning

confidence: 98%

“…[9] SLM monitors and reports Service Levels, through regular Customer reviews. Of course, a robust SLM needs dedicated resources, [12] i.e. specific organization roles and management processes, various data repositories and systems to probe, manage and report performances.…”

Section: Slm Issues In Cloud Computingmentioning

confidence: 99%

Service Level Management (SLM) in Cloud Computing - Third Party SLM Framework

Motta

You

Sfondrini³

et al. 2014

2014 IEEE 23rd International WETICE Conference

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“…A study of all topics and theories for ITSM discovered that most of them are related to concepts, lacking more researches on implementations (Proehl et al, 2013). In another research the ITIL framework is verified that is proved to be able to integrate, manage and coordinate ITSM in a holistic way.…”

Section: Introductionmentioning

confidence: 99%

Ensuring Efficient IT Service Management to Increase Information Systems Availability

Barreto

Battaglin

Varga

2019

J INFORM SYSTEMS ENG

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In today's information age the increase importance of Information Systems (IS) which are highly dependent of Information Technology (IT) forces organizations to deploy IT Service Management (ITSM) frameworks. The increase complexity of new IT technologies, products and deployment models makes the management of an IS a big challenge to manage and to ensure its availability. This complexity drives IT organizations to manage the environment by silos or technologies and inhibits a holistic view of the target environment leaving space for failures. This paper intends to analyze and identify these issues and proposes an IT management framework that will help IT organizations to provide a better management of IS.

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“…Yes, because it helps bring order to IT chaos. Proehl et al (2013) analyzed 255 articles in the field of IT Service Management. They also confirmed the work by Shahsavarani & Ji (2011).…”

Section: Introductionmentioning

confidence: 99%

A framework for cut-over management

Nageldinger

2015

PeerJ Computer Science

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The purpose of this paper is to provide a governance structure for IT-related projects in order to assure a safeguarded and timely transition to a productive environment. This transitioning, which rarely exceeds a weekend, is colloquially called 'cut-over' , 'rollout' or 'deployment' . The governance structure is defined in accordance with a set of project-specific deliverables for a cascade-type procedural project-management model, which is integrated within an Information Technology Infrastructure Library (ITIL)-orientated service organization. This integration is illustrated by the use of a semi-agile release model. Due to the release model selected, which is particularly characterized by its bundling of projects for a release-specific rollout (as it is referred to in the project documentation), a new definition and interpretation of deployment from a generic ITIL perspective is required. The facilitated release model requires a distinction between a project-specific cut-over and a release-specific rollout. This separation gives rise to two types of go-live scenarios: one for each participating project and one for each release. Additionally, an interplay between cut-over planning for a project and rollout planning for a release becomes apparent. Projects should already incorporate cut-over related deliverables in the initial planning phase. Even though consulting methodologies such as ASAP (Accelerated SAP), recommend scattered, project-specific deliverables useful for cut-over planning, this publication offers an integrated approach on how to prepare systematically for a project-specific cut-over with all required deliverables. The framework provided maps out ITIL's release and deployment process by means of IT projects; furthermore it allows IT projects to interface easily with the ITIL change-management process.Subjects Computer Architecture, Theory and Formal Methods, Software Engineering

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Topics and Applied Theories in IT Service Management

Cited by 14 publications

References 23 publications

Service Level Management (SLM) in Cloud Computing - Third Party SLM Framework

Service Level Management (SLM) in Cloud Computing - Third Party SLM Framework

Ensuring Efficient IT Service Management to Increase Information Systems Availability

A framework for cut-over management

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