Improving IT Service Operation Processes

被引：0
|
作者：
Jantti, Marko [1 ]
Rout, Terry [2 ]
机构：
[1] Univ Eastern Finland, Sch Comp, ITSM Res Grp, POB 1627, Kuopio 70211, Finland
[2] Griffith Univ, Inst Integrated & Intelligent Syst, Nathan, Qld 4111, Australia
来源：
PRODUCT-FOCUSED SOFTWARE PROCESS IMPROVEMENT | 2013年 / 7983卷
关键词：
Service operation; incident; problem management;
D O I：
暂无
中图分类号：
TP31 [计算机软件];
学科分类号：
081202 ; 0835 ;
摘要：
IT organizations often start improving IT service management from the processes that are closely related to customer interface, such as incident management, service request management and problem management. These processes belong to the service operation phase in IT service management. However, many IT organizations encounter difficulties while adopting service operation practices. The research problem in this study is: How service operation processes are performed in IT service provider companies and what types of challenges exist in these companies regarding service operation?
引用
收藏
页码：359 / 362
页数：4
相关论文
共 50 条
  • [21] Improving the Quality of ICT and Forestry Service Processes with Digital Service Management Approach: A Case Study on Forestry Liquids
    Jantti, Marko
    Aho, Markus
    QUALITY OF INFORMATION AND COMMUNICATIONS TECHNOLOGY, QUATIC 2022, 2022, 1621 : 175 - 189
  • [22] SERVICE OPERATION MANAGEMENT IN IT DOMAIN. COMPARING TWO IT COMPANIES PROCESSES, FLOW AND RESULTS
    Albulescu, Madalina
    Bibu, Nicolae
    PROCEEDINGS OF THE 12TH INTERNATIONAL MANAGEMENT CONFERENCE: MANAGEMENT PERSPECTIVES IN THE DIGITAL ERA (IMC 2018), 2018, : 110 - 121
  • [23] Cupola operation improving
    Gnezdov, E.N.
    Litejnoe Proizvodstvo, 2002, (12): : 25 - 27
  • [24] IMPROVING STOVE OPERATION
    SATINOV, VG
    ROGOZHNIKOV, VA
    MENYAKINA, VS
    KUDRYAVAYA, NA
    TOLMAKOVA, VA
    METALLURGIST, 1978, 22 (9-10) : 590 - 592
  • [25] The UK business information network - Improving the information service to business through co-operation
    Coote, H
    ROLE OF LIBRARIES IN ECONOMIC DEVELOPMENT, 1997, : 35 - +
  • [26] IMPROVING THE OPERATION OF LABOR-MARKETS THROUGH AN EMPLOYMENT-SERVICE ADVANCE NOTICE SYSTEM
    LIEBHAFSKY, EE
    SOUTHERN ECONOMIC JOURNAL, 1963, 29 (04) : 317 - 325
  • [27] Satisfaction surveys of medical and nursing staff as a method of improving the quality of pharmacy service processes
    Gimenez Manzorroa, Alvaro
    Vigil, Dolores
    Duran Garcia, Maria Esther
    Martinez Fernandez-Llamazares, Cecilia
    Lobato Matilla, Elena
    Caro Gonzalez, Lourdes
    Sanjurjo, Maria
    REVISTA DE CALIDAD ASISTENCIAL, 2008, 23 (01) : 3 - 6
  • [28] CUSTOMER AND SERVICE OPERATION
    STEINBERG, D
    HARVARD BUSINESS REVIEW, 1979, 57 (02) : 208 - &
  • [29] Improving business processes to develop standard operation procedures on government building maintenance work in Indonesia
    Machfudiyanto, Rossy Armyn
    Latief, Yusuf
    Soepandji, Budi Susilo
    Putri, Prisca Anggia
    4TH INTERNATIONAL CONFERENCE ON REHABILITATION AND MAINTENANCE IN CIVIL ENGINEERING (ICRMCE 2018), 2018, 195
  • [30] Prototyping of TM forum compliant inter service provider ordering information exchange system - Achieving seamless operation and improving operation efficiency
    Toyoda, H
    Orino, A
    Hosoda, T
    Yamanaka, Y
    NTT REVIEW, 2000, 12 (03): : 49 - 52
12345