Login | Register

DSS Based IT Service Support Process Reengineering Using ITIL: A Case Study

Title:

DSS Based IT Service Support Process Reengineering Using ITIL: A Case Study

Valverde, Raul and Talla, Malleswara Rao (2014) DSS Based IT Service Support Process Reengineering Using ITIL: A Case Study. In: Engineering and Management of IT-based Service Systems. Springer, pp. 35-65. ISBN 1868-4394

[img]
Preview
Text (application/pdf)
305166_1_En_3_Chapter_Author-1.pdf
1MB

Abstract

The Information Technology Infrastructure Library (ITIL) is readily available for establishing the best practices, reengineering and improving the IT service support process. However, the ITIL framework only provides recommendations, and a company needs to explore a methodology for improving the IT service support process and adopting the best guidelines of ITIL framework. To this end, this chapter investigates upon how to apply the ITIL framework can be used for evaluating the current IT service support process and its reengineering. A set of Key Performance Indicators (KPI) were established which are monitored by a decision support system (DSS) for triggering on-going reengineering of IT service support process. A case study methodology is used for an effective reengineering of IT service support process. This chapter focuses on implementing the ITIL guidelines at an operational level, improving the service desk, incident management, problem management, change management, release management, and configuration. It also focuses on implementing the ITIL guidelines at a tactical level, improving the service level management, capacity management, IT service continuity management, service availability, and security management. The chapter describes a methodology and an experience in implementing process reengineering techniques following ITIL framework.

Divisions:Concordia University > John Molson School of Business > Decision Sciences and Management Information Systems
Item Type:Book Section
Refereed:Yes
Authors:Valverde, Raul and Talla, Malleswara Rao
Date:1 January 2014
Keywords:ITIL, KPI, IT service support processes, DSS, Reengineering
ID Code:978368
Deposited By: RAUL VALVERDE
Deposited On:12 May 2014 18:18
Last Modified:18 Jan 2018 17:46
All items in Spectrum are protected by copyright, with all rights reserved. The use of items is governed by Spectrum's terms of access.

Repository Staff Only: item control page

Downloads per month over past year

Research related to the current document (at the CORE website)
- Research related to the current document (at the CORE website)
Back to top Back to top