دانلود مقاله مدیریت فرایند و روشی مبتنی بر شبیه‌سازی
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دانلود مقاله مدیریت فرایند و روشی مبتنی بر شبیه‌سازی

عنوان فارسی مقاله: Met4ITIL: مدیریت فرایند و روشی مبتنی بر شبیه‌سازی برای اجرای ITIL
عنوان انگلیسی مقاله: Met4ITIL: A process management and simulation-based method for implementing ITIL
مجله/کنفرانس: Computer Standards & Interfaces
رشته های تحصیلی مرتبط: مدیریت، مهندسی کامپیوتر
گرایش های تحصیلی مرتبط: مدیریت پروژه، مدیریت بحران، مدیریت فناوری اطلاعات، الگوریتم و محاسبات
کلمات کلیدی فارسی: ITSM، ITIL، مدیریت حوادث خدمات IT، پیاده‌سازی ITIL، مدل بندی شبیه‌سازی
کلمات کلیدی انگلیسی: ITSM, ITIL, IT service incident management, ITIL implementation, simulation modeling
نوع نگارش مقاله: مقاله پژوهشی (Research Article)
شناسه دیجیتال (DOI): https://doi.org/10.1016/j.csi.2018.01.006
دانشگاه: Department of Computer Science and Engineering, University of Cadiz, Avenida de la Universidad de Cádiz, no. 10, 11519 Puerto Real, Spain
صفحات مقاله انگلیسی: 43
ناشر: الزویر - Elsevier
نوع ارائه مقاله: ژورنال
نوع مقاله: ISI
سال انتشار مقاله: 2019
ایمپکت فاکتور: 2.000 در سال 2017
شاخص H_index: 55 در سال 2019
شاخص SJR: 0.378 در سال 2017
شناسه ISSN: 0920-5489
شاخص Quartile (چارک): Q2 در سال 2017
فرمت مقاله انگلیسی: PDF
وضعیت ترجمه: ترجمه نشده است
قیمت مقاله انگلیسی: رایگان
آیا این مقاله بیس است: بله
کد محصول: E11835
فهرست مطالب (انگلیسی)

Abstract

1. Introduction

2. ITIL implementation in organizations: related works

3. Research methodology

4. Research activity 1. Method design

5. Research activity 2. Method implementation

6. Research activity 3. Method evaluation

7. Research activity 4. Method improvement

8. Conclusions and further works

Acknowledgments

References

بخشی از مقاله (انگلیسی)

Abstract

A key requirement for service providers is to define, manage and deliver Information Technology (IT) services to effectively support business goals and customer needs. Several process reference models for the IT service management (ITSM) have emerged, being Information Technology Infrastructure Library (ITIL) the reference model accepted as de facto standard for ITSM. This paper introduces a novel method for implementing ITIL which is based on business process management lifecycle and simulation modeling. An application of the method to implement the incident management process in a Spanish company is also presented. The method has been reviewed by ITIL experts and evaluated from the process stakeholders’ perspective using a questionnaire. The answers provided to the questionnaire show the usefulness of the method to address critical success factors and to support the application of adequate process management practices.

Introduction

Since the use of information management technologies has significantly increased over the last years, companies are demanding more efficient technological services and solutions. Thus, IT service providers need to focus more on service quality and the relationships with their customers than in technology and their internal organization [1], [2].

IT Service Management (ITSM) is considered a sub-discipline of the Service Science [3] that can be defined as “a set of processes that cooperate to ensure the quality of live IT services, according to the levels of service agreed to by the customer” [4]. Conger at al. [5] add that ITSM “focuses on defining, managing and delivering IT services to support business goals and customer needs, usually in IT operations”. In order to provide guidance to manage IT services with effectiveness, several ITSM-related standards and process models have emerged [6], [7], [8], such as ISO/IEC 20000 [9], [10], [11], CMMI-SVC (Capability Maturity Model Integrated for Services) [12], [13], and ITIL (Information Technology Infrastructure Library) [14]. The implementation of ITSM models allows the improvement of IT service quality and customer satisfaction, and the reduction of the service provision cost [15], [16]. Thus, implementing an ITSM reference model has become one of the main priorities for IT companies to assure their continuity and maximize the return of investment and business opportunities [17].