Type

Book Chapter

Authors

Burkard Meyendriesch
Rory O'Connor
Jorge Marx Gomez
Manual Mora

Subjects

Computer Science

Topics
information technology software engineering service design service science it service itil v3 iso iec 20000 4 information technology management

ITSDM: A methodology for IT services design (2017)

Abstract The main international Information Technology Service Management (ITSM) process frameworks such as ITIL V3 and the ISO/IEC 20000-4, includes a service design process as part of their mandatory set of processes. Nevertheless, even with such availability of processes, their used nomenclature, their phase-activity structure, and their granularity level used for their descriptions, are non-standardized. Consequently ITSM academics are faced with a useful but disparate and diffused literature, and ITSM professionals lack of a suitable step-by-step service design methodologies. In this chapter, we present ITSDM (Information Technology Service Design Methodology), which is elaborated on best practices suggested in ISO/IEC 20000-4 and ITIL v3 design process-es with the aim to provide a step-by-step guideline with phases, activities, tasks, roles, controls and input-output artifacts. We illustrate its utilization with a real IT service (Cloud Storage service) that is ready operational in a German Higher Education Institution. We found that ITSDM provided qualitative benefits such as: ease of use, usefulness, compatibility and value. However, given the novelty of this methodology, we encourage for further empirical studies for providing more definitive results.
Collections Ireland -> Dublin City University -> Publication Type = Book Section
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

Burkard Meyendriesch, Rory O'Connor, Jorge Marx Gomez, Manual Mora

Experts in our system

1
Rory O'Connor
Dublin City University
Total Publications: 197
 
2
Jorge Marx Gomez
Dublin City University
Total Publications: 4