An extensive review of IT service design in seven international ITSM processes frameworks: Part I
Mora, ManuelORCID: 0000-0003-1631-5931, Raisinghani, Mahesh, O'Connor, RoryORCID: 0000-0001-9253-0313, 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
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