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Author
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:
2024
Vol. 1
no. 1
Vol. 2
2023
Vol. 1
no. 1
no. 2
2022
Vol. 1
no. 1
2021
Vol. 1
no. 1
2019
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no. 1
no. 2
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no. 1
Vol. 2
no. 1
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Vol. 1
no. 1
Vol. 2
no. 1
2010
Vol. 1
no. 1
no. 2
Vol. 2
Vol. 0
Vol. 1
Volume 1, Number 1, 2011
Towards A Cost Effective Implementation of Information Technology Service Management
Pages
:
1-12
Deutscher, Jan-Helge, Felden, Carsten,
Information Technology Service Management (ITSM) delivers IT based services to organizations. Itsupports the attainment of business goals by aligning IT activities with business process requirements.ITSM is usually implemented by following a process oriented approach that is further specified bydedicated frameworks like the ISO 20000 standard and the IT Infrastructure Library of the Office ofGovernment Commerce. However, due to cost effectiveness considerations a complete implementationof such frameworks is not necessarily required, since opportunities for improvements can be locatedin a limited set of process areas, depending on each organization’s individual case. In order to followthis approach, a solution proposal is presented that supports cost effective implementation of ITSM.The solution is based on sharing specific knowledge that eases the identification of relevant objectiveswithin ITSM frameworks and furthermore supports the identification of dependencies forimplementation planning. The solution is validated in an industry case for ISO 20000. Results of theconducted validation indicate the solution’s fitness for purpose.
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