Mora, Manuel ORCID: 0000-0003-1631-5931, Marx Gómez, Jorge, O'Connor, Rory ORCID: 0000-0001-9253-0313 and Meyendriesch, Burkard (2017) ITSDM: A methodology for IT services design. In: Marx Gómez, Jorge, Mora, Manuel, Raisinghani, Mahesh, 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
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.
Metadata
Item Type: | Book Section |
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Refereed: | Yes |
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: | https://doi.org/10.1007/978-3-319-65082-1_2 |
Copyright Information: | © 2017 Springer International Publishing. The original publication is available at www.springerlink.com |
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 (www.uaa.mx) (Project PIINF08-2). |
ID Code: | 22114 |
Deposited On: | 22 Nov 2017 11:31 by Rory O'connor . Last Modified 04 Dec 2020 14:46 |
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