Mora, ManuelORCID: 0000-0003-1631-5931, Marx Gómez, Jorge, O'Connor, RoryORCID: 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
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
Refereed:
Yes
Uncontrolled Keywords:
IT service; Service design; ISO/IEC 20000-4; ITIL v3; Service science