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

Mora, Manuel and Raisinghani, Mahesh and O'Connor, Rory and Gomez, Jorge and Gelman, Ovsei (2014) An extensive review of IT service design in seven international ITSM processes frameworks: Part I. International Journal of Information Technologies and Systems Approach, 7 (2). pp. 83-107. ISSN 1935-5718

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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.

Item Type:Article (Published)
Refereed:Yes
Uncontrolled Keywords:CMMI-SVC; Cobit 4.0; ISO/IEC 20000; IT Service Design; ITIL V2; ITIL V3; ITSM Processes Frameworks; ITUP; MOF 4.0; Systems Services
Subjects:Computer Science > Information technology
Computer Science > Software engineering
DCU Faculties and Centres:Research Initiatives and Centres > Lero: The Irish Software Engineering Research Centre
DCU Faculties and Schools > Faculty of Engineering and Computing > School of Computing
Publisher:IGI Global
Official URL:http://dx.doi.org/10.4018/ijitsa.2014070105
Copyright Information:© IGI Global
Use License:This item is licensed under a Creative Commons Attribution-NonCommercial-Share Alike 3.0 License. View License
ID Code:20308
Deposited On:12 Nov 2014 11:29 by Rory O'Connor. Last Modified 12 Nov 2014 15:49

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