Research in Information Technology Service Management (ITSM) explores howbusinesses of all sizes and digital maturity can strive to offer high-quality IT servicesto meet customers' needs in a changing world. By leveraging ITSM best practices andthe Information Technology Infrastructure Library (ITIL) framework, organizationscan ensure valuable service operations and continuous service quality improvement.Small to Medium-sized Enterprises (SMEs) particularly require tailored processesand support to implement and adapt these practices to maintain competitiveness anddrive their development forward.This qualitative study examines a Swedish medium-sized IT service provider'sperspective on success factors for ITIL implementation and its use of operationalprocesses to contribute to ongoing research in ITSM and the studied business'sdevelopment. The findings highlight the business as a rapidly growing SME withperspectives on critical success factors differing somewhat from research and havinglow process maturity according to the ITIL Process Maturity Model (PMF). Finally,suggestions are made on how businesses like this and their process maturity can bestrengthened through clarifying roles, defining operational process metrics,terminology and documentation, as well as establishing a problem managementprocess. This supports ITSM research by viewing critical success factors in a Swedishcontext and by proposing how best practices can be used to enhance serviceoperations in an SME. / Forskning inom Information Technology Service Management (ITSM) utforskar hurverksamheter, med olika storlek och digital mognad, kan sträva efter att erbjudahögkvalitativ IT-service för att möta kundernas behov i en föränderlig värld. Genomanvändningen av bästa praxis för ITSM och ramverket Information TechnologyInfrastructure Library (ITIL), kan organisationer säkerställa värdefull drift av tjänsteroch kontinuerlig förbättring av tjänstekvaliteten. Små till Medelstora Verksamheter(SME) behöver särskilt anpassade processer och stöd för att implementera ochanpassa dessa för att bibehålla sin konkurrenskraft och driva sin utveckling framåt.Denna kvalitativa studie undersöker en svensk medelstor IT-serviceleverantörs synpå framgångsfaktorer för ITIL-implementation och dess användning avdriftsprocesser för att bidra till fortsatt forskning inom ITSM och den studeradeverksamhetens utveckling. Resultatet visar på hur verksamheten är en snabbt växandeSME med syn på kritiska framgångsfaktorer som avviker till viss del från forskningenoch har låg processmognad enligt ITIL:s Process Maturity Framework (PMF).Slutligen föreslås hur verksamheter som denna och dess processmognad kan stärkasav förtydligande av roller, definition av driftsprocessers mätvärden, terminologi ochdokumentation samt etablerande av en problemhanteringsprocess. Detta stödjerforskning inom ITSM genom att synliggöra kritiska framgångsfaktorer i en svenskkontext samt genom framtagande av förslag på hur best practice kan användas för attutveckla tjänstedriften i en SME.

Stuttgart, Univ., Diss., 2007.

IT service management (ITSM) has emerged as one of the approaches to implementing IT Governance in Australian Universities. A number of ITSM frameworks have been proposed however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related Technology (COBIT) have been most widely accepted and implemented internationally and within Australia. The research reported in this thesis was undertaken to shed light on the issues related to ITIL adoption and implementation within Australian universities. To date academic research in ITIL adoption and implementation has not been extensive as it is comparatively a new framework, especially within Australian universities. The theoretical framework proposed in this thesis has IT service management as the central concept, implementing IT Governance to align the university and technology. This framework is used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed case study on one university�s experience. This research reveals a complex web of factors relating to ITIL implementation including; the pre-implementation process; processes implemented; order of implementation; hiring external expertise;, tool selection;, staff training; ongoing assessments; managing cultural change; managing learning curve and resource strain. The findings provide an insight into practical lessons for other Australian universities or similar organisations considering implementing IT Governance through IT Service management frameworks. The method used in this research may be useful for other organisations and researchers analysing universities and similar organisations implementing ITIL. IT Governance and IT service management frameworks are diverse and important areas which open a poorly researched field for further work.

Jahresbericht der Universitätsbibliothek Chemnitz - Berichtsjahr 2000 / Annual report of the University Library of Chemnitz in 2000

In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.

Diploma thesis is focused on utilization of best practices from IT Infrastructure Library v3 in specific company. ITIL v3 is described in 5 books and by 26 core processes. The objective of this diploma thesis is to find only relevant processes which are designed and described for selected company. General information about ITIL and benefits which are delivered from using ITIL can be found in theoretical part. Frameworks and standards that have synergy with ITIL are also described in theoretical part. Specific company is introduced in practical part, where can be also found quantitative research method, which is used for choosing specific project. Release and Deployment Management, Supplier Management, Asset and Configuration Management is chosen based on results from research.

Submitted by Biblioteca Digital de Teses e Dissertações (sdi@ucb.br) on 2018-11-08T19:17:12Z No. of bitstreams: 1 WashingtonFábiodeSouzaRibeiroDissertacao2018.pdf: 19934045 bytes, checksum: 1021542a94b950733ab9dfbbda43901b (MD5) / Approved for entry into archive by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-11-09T16:07:12Z (GMT) No. of bitstreams: 1 WashingtonFábiodeSouzaRibeiroDissertacao2018.pdf: 19934045 bytes, checksum: 1021542a94b950733ab9dfbbda43901b (MD5) / Made available in DSpace on 2018-11-09T16:07:12Z (GMT). No. of bitstreams: 1 WashingtonFábiodeSouzaRibeiroDissertacao2018.pdf: 19934045 bytes, checksum: 1021542a94b950733ab9dfbbda43901b (MD5) Previous issue date: 2018-07-26 / With the growing need for an adequate structure of information technology by organizations, regardless of their size, IT service management is increasingly important, and should be effective and, above all, efficient in pursuit of cost reduction combined with improvement the delivery of services. In this way, deploying models and frameworks of best IT management practices is, today, an essential activity of companies that seek excellence. Another equally important activity is assessing the maturity of IT management processes. The ITIL (IT Infrastructure Library) library is designed for IT service managers to increase the effectiveness of their management as well as the assertiveness of their decisions, by better managing their environments. This research aims to contribute to the area of IT service management, generating inputs for IT managers' decision making in the development of a process-based organizational maturity model for ITIL v3. The proposed MA_ITIL model is composed of three layers based on the AHP (Analytic Hierarchy Process) method, in accordance with the international ISO / IEC 33004 process maturity standard of 2015, which replaced ISO / IEC 15504- 4 of 2003, thus addressing new definitions between organizational maturity of processes and capacity utilization. The research was developed in five stages, which were: to review the literature, to elaborate a maturity model, to elaborate a research survey based on the proposed model, to apply the questionnaire to ITIL v3 specialists and finally to describe the comments and conclusions about the study, so that IT service managers can have mechanisms for managing and measuring the degree of maturity of their ITIL v3 processes, which will assist in the management of technological services. / Com a crescente necessidade de estrutura adequada de tecnologia da informação por parte das organizações, independentemente do seu porte, o gerenciamento de serviços de TI é cada vez mais importante, devendo ser eficaz e, principalmente, eficiente na busca da redução de custos aliada à melhoria da entrega de serviços. Desta forma, implantar modelos e frameworks de melhores práticas de gestão de TI é, hoje, uma atividade essencial das organizações que buscam a excelência. Outra atividade igualmente importante é a avaliação da maturidade dos processos de gestão de TI. A biblioteca ITIL (IT Infrastructure Library) foi desenvolvida para gestores de serviços de TI aumentarem a efetividade da sua gestão assim como a assertividade de suas decisões, gerenciando de forma mais adequada seus ambientes. Essa pesquisa tem a finalidade de contribuir para a área de gerenciamento de serviços de TI, gerando insumos para tomadas de decisões dos gestores de TI no desenvolvimento de um modelo de maturidade organizacional baseado em processos para a ITIL v3. O modelo MA_ITIL proposto é composto por três camadas tendo como base o método AHP (Analytic Hierarchy Process), em conformidade com a norma internacional de maturidade organizacional de processos ISO/IEC 33004 de 2015, que veio a substituir a norma ISO/IEC 15504-4 de 2003, abordando então novas definições entre maturidade organizacional de processos e capacidade de utilização. A pesquisa foi desenvolvida em cinco etapas, que foram: revisar a literatura, elaborar um modelo de maturidade, elaborar uma pesquisa survey baseado no modelo proposto, aplicar o questionário para especialistas ITIL v3 e por fim foi descrito os comentários e conclusões sobre o estudo, de modo que gestores de serviços de TI possam ter mecanismos de administração e medição do grau de maturidade de seus processos ITIL v3, que auxiliarão na gestão de serviços tecnológicos.

The use of technology for competitive advantage has become a necessity, not only for corporate organisations, but for higher education institutions (HEIs) as well. Consequently, corporate organisations and HEIs alike must be equipped to protect against the pervasive nature of technology. To do this, they implement controls and undergo audits to ensure these controls are implemented correctly. Although HEIs are a different kind of entity to corporate organisations, HEI information technology (IT) audits are based on the same criteria as those for corporate organisations. The primary aim of this research, therefore, was to develop a set of IT control criteria that are relevant to be tested in IT audits for South African HEIs. The research method used was the Delphi technique. Data was collected, analysed, and used as feedback on which to progress to the next round of data collection. Two lists were obtained: a list of the top IT controls relevant to be tested at any organisation, and a list of the top IT controls relevant to be tested at a South African HEI. Comparison of the two lists shows that although there are some differences in the ranking of criteria used to audit corporate organisations as opposed to HEIs, the final two lists of criteria do not differ significantly. Therefore, it was shown that the same broad IT controls are required to be tested in an IT audit for a South African HEI. However, this research suggests that the risk weighting put on particular IT controls should possibly differ for HEIs, as HEIs face differing IT risks. If further studies can be established which cater for more specific controls, then the combined effect of this study and future ones will be a valuable contribution to knowledge for IT audits in a South African higher education context.

Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services. / The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management / +46762509249

<p>The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction.</p><p>This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process.</p><p>Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius.</p><p>The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support.</p><p>A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information.</p><p>This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations.</p> / <p>Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet.</p><p>Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen.  </p><p>Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius.</p><p>Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport.</p><p>För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information.</p><p>Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.</p>