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A proposed cloud-based platform of information technology services delivery management

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Abstract

Information Technology Services require efficient and effective Delivery Management Systems in order to enable Organizations to optimize the delivery times and costs of their Services. None of the existing related Information Technology Service Delivery Management (ITSDM) Platforms offers a comprehensive set of ITSDM Functionalities. As reflected in this paper, the main objective of this research is to come up with a Cloud-Based ITSDM Platform that offers a comprehensive set of efficient and effective ITSDM Functionalities that can help Organizations. Such set of Functionalities includes the Change Management, Self-Service Portal, Ticket Tracking, Tickets Prioritization, Tickets Overall Management, Activity Dashboard, Asset Management, Performance Reports, Problem Management, Knowledgebase Management, and Risk Alerts Functionalities. The novelty of our Platform can be anticipated from the comprehensiveness of its set of ITSDM Functionalities, and its status as an easy-to-use Cloud-Based Platform. It is important here to mention that the said Platform was carefully developed, deployed, and tested by the authors for piloting purposes, before a comparison with the existing related Platforms was made in terms of their coverage of the ITSDM Functionalities.

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Authors and Affiliations

  1. Department of Software Engineering, Faculty of Computer and Information Technology, Jordan University of Science and Technology, Irbid, Jordan

    Moh’d A. Radaideh & Rakan Abdelqader

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  1. Moh’d A. Radaideh
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  2. Rakan Abdelqader
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Correspondence to Moh’d A. Radaideh.

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Radaideh, M.A., Abdelqader, R. A proposed cloud-based platform of information technology services delivery management. J Supercomput 78, 18258–18287 (2022). https://doi.org/10.1007/s11227-022-04600-6

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