4 Conclusion
Management of IT systems and infrastructures faces a shift towards organizational management as technical potentials are fairly utilized. Consequently, standards for IT service management available today cover organizational as well as technical aspects. As the idea of continuous improvement gains increasing importance in IT service management, solutions and the standards they are based on have to be seen in close relation to the whole improvement life cycle.
The presented taxonomy classifies existing standards and approaches in the area of IT service management relying on two fundamental characteristics: the life cycle phase an approach addresses primarily, and whether it is more technically or organizationally focused. We use this taxonomy to illustrate the relations between the various standards.
Our survey showed a variety of standards deployable in specific segments of our taxonomy. However integral approaches (e.g. that cover the whole life cycle) are still missing. Further research will therefore focus on the integration of existing approaches to build a life cycle and aspect (technological or organizational) spanning set of standards and related tools.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Brenner M, Garschhammer M, Nickl F (2006) Requirements Engineering und IT Service Management — Ansatzpunkte einer integrierten Sichtweise, Proc. Modellierung 2006 (MOD’06), GI Lect. Notes Informatics (To be published)
Borghoff UM, Schlichter JH (2000) Computer-Supported Cooperative Work. Springer
BPMN (2006) Business Process Modeling Notation (3 1.0) OMG Final Adopted Specification, February, http://www.3.org/Documents/OMG%20Final%20Adopted%203%201-0%20Spec%2006-02-01.pdf
Case JD, Fedor M, Schoffstall ML, Davin C (1990) RFC 1157: Simple Net-work Management Protocol (SNMP), IETF, ftp://ftp.isi.edu/in-notes/rfc1157.txt
CCTA (ed) (2000) Service Support. The Stationary Office
Clerc V, Niessink F, Bon Jv (2004), IT Service CMM, A Pocket Guide, van Haren Publishing
CobIT (2005) IT Governance Institute: CobIT 4.0, http://www.isaca.org/bookstore
Dreo Rodosek G (2002) “A Framework for IT Service Management,” Habilitation
Dugmore J (2004) “BS15000: past, present and future,” Servicetalk, vol. 04, Apr. 2004. [Online]. Available: http://www.bsi-global.com/ICT/april-04.pdf
eTOM (2004a) enhanced Telecom Operations Map — GB921 (2004) Telemanagement-Forum, Nov. 2004, release 4.5.
eTOM (2004b) enhanced Telecom Operations Map — The Business Process Framework — eTOM-ITIL Application Note — Using eTOM to model the ITIL Processes-GB921L (Version 4.0 für Member Vote), Telemanagement-Forum,, Februar 2004, http://www.tmforum.org/
Garschhammer M, Hauck R, Hegering H-G, Kempter B, Radisic I, Roelle H, Schmidt H (2002) A Case-Driven Methodology for Applying theMNM Service Model. In: R. Stadler und M. Ulema (Editors): Proceedings of the 8th International IFIP/IEEE Network Operations and Management Symposium (NOMS 2002), Seiten 697–710, Florence, Italy, IFIP/IEEE, IEEE Publishing, http://www.mnm-team.org/php-bin/pub/show_pub.php?key=ghhk02
Grembergen Wv (2000), The Balanced Scorecard and IT Governance, Information Systems Control Journal, Volume 2
Hegering H-G, Abeck S, and Neumair B (1999) Integrated Management of Networked Systems — Concepts, Architectures and their Operational Application. Morgan Kaufmann Publishers, Jan. 1999.
ISO (2005) ISO/IEC 20000-1:2005 — Information Technology-Service Management-Part 1: Specification, ISO/IEC, Dec. 2005.
Lee JJ, Ben-Natan R (2002) Integrating Service Level Agreements — Optimizing Your OSS for SLA Delivery. Wiley
Lewis L (1999) Service Level Management for Enterprise Networks. Artech House
MOF (2004) Microsoft Cooperation: MOF Executive Overview, April 2004. http://www.microsoft.com/technet/itsolutions/techguide/mof/mofeo.mspx.
NGOSS (2004) The NGOSS Technology-Neutral Architecture — TMF053, Telemanagement-Forum, Feb. 2004, release 4.0.
Neumann S, Probst C, Wernsmann C (2003) “Continuous process management,” In: Becker J, Kugeler M, Rosemann M (eds) Process Management, Springer
OSI (1992) Information Technology — Open Systems Interconnection — Systems Management Overview, iso 10040, ISO-IEC
OSI (1997) “OSI Networking and System Aspects — Quality of Service,” ITU-T, Recommendation X.641, Dec. 1997.
Pande, Holpp (2001) What Is Six Sigma?, McGraw-Hill
Rudd C (2004) An Introductory Overview of ITIL, itSMF. July 2004, http://www.itsmf.com/publications/ITIL%20Overview.pdf
Rumbaugh J, Jacobson I, Booch G (1998) Unified Modeling Language-Reference Manual. Addison-Wesley
Scheer, A-W (1997) Wirtschaftsinformatik: Referenzmodelle für industrielle Geschäftsprozesse. Springer, 7 Auflage, 1997. ISBN3-540-62967-X
Scott D (1999) Making Smart Investments to Reduce Unplanned Downtime, Gartner, Mar. 1999.
Sheard SA (2001) Evolution of the Framework’s Quagmire. IEEE Computer 34(7): pp 96–98
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2006 Springer Berlin · Heidelberg
About this chapter
Cite this chapter
Brenner, M., Garschhammer, M., Hegering, HG. (2006). When Infrastructure Management Just Won’t Do: The Trend Towards Organizational IT Service Management. In: Kern, EM., Hegering, HG., Brügge, B. (eds) Managing Development and Application of Digital Technologies. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-34129-3_8
Download citation
DOI: https://doi.org/10.1007/3-540-34129-3_8
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-34128-4
Online ISBN: 978-3-540-34129-1
eBook Packages: Business and EconomicsBusiness and Management (R0)