Service and service decomposition model-theoretical foundation of it service management

• Autorzy: Pastuszak J. , Stolarek M. , Orłowski C.
• Języki publikacji: EN

Abstrakty

EN

The publication contains different definitions of Service - one of the fundamental IT Service Management term. It describes types of Service attributes and introduces so-called "distinguish functions" in order to propose different categories of Services. It proposes both general model of Service decomposition and practical model based on CMDB implementation limitations. It summarizes obtained results and gives some remarks about future research, for example operational support model or SLA&OLA.

Słowa kluczowe

EN

IT service management; service decomposition model; service attributes; service distinguish functions

PL

zarządzanie usługami IT; model rozkładu usługi; cechy usługi

• Wydawca: Wydawnictwo Politechniki Poznańskiej
• Czasopismo: Foundations of Control and Management Sciences
• Rocznik: 2009
• Tom: No. 12
• Strony: 59--73
• Opis fizyczny: Bibliogr. 15 poz.

Twórcy

autor

Pastuszak J.

autor

Stolarek M.

autor

Orłowski C.

• GE Money Bank SA

Bibliografia

• [1] Aligning COBIT® 4.1, ITIL® V3 and ISO/DEC 27002 for Business Benefit, IT Governance Institute. USA, 2008.
• [2] CMMI for Services: Initial Draft, Carnegie Mellon Software Engineering Institute, Pittsburg, 2006.
• [3] COBIT 4.1, IT Governance Institute, USA, 2007.
• [4] COBIT Mapping: Mapping of ITIL V3 With COBIT 4.1. IT Governance Institute. USA 2008.
• [5] COBIT Mapping: Mapping of ITIL With COBIT 4.0, IT Governance Institute, USA, 2007.
• [6] Continual Service Improvement Book 2nd impression, Office of Government Commerce (OGC), London 2001.
• [7] Kozina M., Planning Service Level Management Process using the Balanced Score-card, Central European Conference on Information and Intelligent Systems, CECIIS -2008.
• [8] Service Delivery Book 12th impression. Office of Government Commerce (OGC), London 2001.
• [9] Service Design Book 2nd impression. Office of Government Commerce (OGC), London 2007.
• [10] Service Operation Book 2nd impression. Office of Government Commerce (OGC), London 2007.
• [11] Service Strategy Book 2nd impression. Office of Government Commerce (OGC), London 2007.
• [12] Service Support Book 15th impression. Office of Government Commerce (OGC), London 2000.
• [13] Service Transition Book 2nd impression. Office of Government Commerce (OGC), London 2007.
• [14] Steinberg R.A., Implementing ITIL: Adapting Your IT Organization to the Coming Revolution in IT, Service Management, Trafford Publishing 2005.
• [15] Steinberg R.A., Servicing ITIL - A handbook of IT Services for ITIL Service Managers and Practitioners, Trafford Publishing 2007.