Type

Journal Article

Authors

Ovsei Gelman
Jorge Gomez
Rory O'Connor
Mahesh Raisinghani
Manuel Mora

Subjects

Computer Science

Topics
it service design software engineering itsm processes frameworks information technology cobit 4 0 iso iec 20000 itup itil v2 itil v3 systems services mof 4 0 cmmi svc

An extensive review of IT service design in seven international ITSM processes frameworks: Part I (2014)

Abstract An IT service design process is considered to be a fundamental piece of the seven key international IT Service Management (ITSM) processes frameworks (ITIL v2, ITIL v3 (and ITIL v2011), ISO 20000-4, CobIT 4.0, CMMI-SVC, MOF 4.0, and ITUP). Nevertheless the availability of IT service design processes, few –if any- descriptive-comparative studies among them have been reported. Thus, in this paper (Part I), we address this knowledge gap. An extensive descriptive-comparative review of seven IT service design processes in aforemen- tioned frameworks is reported. Fundamental concepts (viz., design as noun, design as verb, service, service system, IT service, IT service system, and IT service architecture design) are analyzed by using a Systems Approach. Our findings indicate that the frameworks ITIL v2, ISO/IEC 20000 and Cobit 4.0 are using weak systemic concepts, while the frameworks ITIL v3, CMMI-SVC, ITUP and MOF 4.0 are more foundationally congruent with the new service systems view. Implications for ITSM theory and practice are discussed.
Collections Ireland -> Dublin City University -> DCU Faculties and Centres = DCU Faculties and Schools: Faculty of Engineering and Computing: School of Computing
Ireland -> Dublin City University -> DCU Faculties and Centres = Research Initiatives and Centres: Lero: The Irish Software Engineering Research Centre
Ireland -> Dublin City University -> Publication Type = Article
Ireland -> Dublin City University -> Status = Published
Ireland -> Dublin City University -> Subject = Computer Science: Software engineering
Ireland -> Dublin City University -> Subject = Computer Science: Information technology

Full list of authors on original publication

Ovsei Gelman, Jorge Gomez, Rory O'Connor, Mahesh Raisinghani, Manuel Mora

Experts in our system

1
Ovsei Gelman
Dublin City University
Total Publications: 14
 
2
Rory O'Connor
Dublin City University
Total Publications: 197
 
3
Mahesh Raisinghani
Dublin City University
Total Publications: 8
 
4
Manuel Mora
Dublin City University
Total Publications: 26