Focused Improvements of IT Service Processes in a Complex Environment
| Autor: | Georg Herzwurm, Wolfram Pietsch |
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| Rok vydání: | 2011 |
| Předmět: | |
| DOI: | 10.4018/978-1-61692-889-6.ch012 |
| Popis: | Comprehensive frameworks such as ITIL provide best practices in a context of IT Service Management but do not support the specific tailoring of processes in a practical setting. This problem has been attacked successfully for systematic IT Service improvement at a large telecommunication enterprise leading to a generalized approach for the improvement of IT Service Processes. In order to cope with multifaceted processes within a complex infrastructure an elected approach is necessary: key stakeholders must be identified and Quality Function Deployment may be used to elicit and prioritize requirements effectively. The requirements can be employed to focus the analysis on the most relevant parts of the given framework leading to a focused audit and yielding specific improvement measures. In combination with further analysis as Pareto and Portfolio analysis a well-thought-out solution portfolio could be proposed, dependent on the impact on the solution and the difficulty of implementation. |
| Databáze: | OpenAIRE |
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