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ITSDM: A methodology for IT services design

Mora, Manual and Marx Gómez, Jorge and O'Connor, Rory and Meyendriesch, Burkard (2017) ITSDM: A methodology for IT services design. In: Marx Gómez, Jorge and Mora, Manuel and Raisinghani, M.S. and Nebel, W. and O'Connor, Rory, (eds.) Engineering and Management of Data Centers. Service Science: Research and Innovations in the Service Economy . Springer, Cham, pp. 15-40. ISBN 978-3-319-65081-4

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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.

Item Type:Book Section
Uncontrolled Keywords:IT service; Service design; ISO/IEC 20000-4; ITIL v3; Service science
Subjects:Computer Science > Information technology
Computer Science > Software engineering
DCU Faculties and Centres:UNSPECIFIED
Publisher:Springer, Cham
Official URL:
Copyright Information:© 2017 Springer International Publishing. The original publication is available at
Use License:This item is licensed under a Creative Commons Attribution-NonCommercial-Share Alike 3.0 License. View License
Funders:Autonomous University of Aguascalientes, Mexico ( (Project PIINF08-2).
ID Code:22114
Deposited On:22 Nov 2017 11:31 by Rory O'Connor. Last Modified 22 Nov 2017 14:22

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