Skip to main content

Advertisement

Springer Nature Link
Log in

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

  • Published:
The Journal of Supercomputing Aims and scope Submit manuscript

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.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3
Fig. 4
Fig. 5
Fig. 6
Fig. 7
Fig. 8
Fig. 9
Fig. 10
Fig. 11
Fig. 12
Fig. 13
Fig. 14
Fig. 15
Fig. 16
Fig. 17
Fig. 18
Fig. 19
Fig. 20
Fig. 21
Fig. 22

Similar content being viewed by others

References

  1. Mesquida A et al (2012) IT Service management process improvement based on ISO/IEC 15504: a systematic review. Inf Softw Technol 54:239–247. https://doi.org/10.1016/j.infsof.2011.11.002

    Article  Google Scholar 

  2. Excell-Wavenet. What is the impact of downtime to your business? https://www.excellgroup.com/challenges/what-is-the-impact-downtime-to-your-business. Last seen on March 1, 2022

  3. Kiran M. 6 problems your IT Service Desk Should Solve. https://www.sapphireims.com/itil-Service-desk/Service-desk-challenges. Last seen on March 1, 2022

  4. Nelson K. Why ITSM is important for your business. https://www.cherwell.com/library/blog/importance-of-itsm. Last seen on March 1, 2022

  5. Shahsavarani N et al (2014) Research in information technology service management (ITSM) (2000–2010): an overview. Int J Inf Syst Serv Sect 6:73–91. https://doi.org/10.4018/ijisss.2014100105

    Article  Google Scholar 

  6. RL Consulting. Key attributes of IT service management systems. https://www.itsm.info/Key%20Attributes%20of%20ITSM%20Systems.pdf. Last seen on March 1, 2022

  7. BLOG POST. Why is IT service management important to cloud providers. https://www.itpreneurs.com/blog/Service-Management-important-cloud-providers/. Last seen on March 1, 2022

  8. BMCGLOGS. IT service management best practices that drive business value. https://www.bmc.com/blogs/it-Service-Management-best-practices/. Last seen on March 1, 2022

  9. ISO. Practical guide for implementing it service management frameworks and standards just out. https://www.iso.org/news/ref2459.html. Last seen on March 1, 2022

  10. Godse N et al (2018) Implementation of Chatbot for ITSM application using IBM Watson. In: 2018 Fourth International Conference on Computing Communication Control and Automation (ICCUBEA), 16–18 August 2018. https://ieeexplore.ieee.org/document/8697411. Accessed March 1, 2022).

  11. Widianto A et al (2022) IT Service management evaluation method based on content, context, and process approach: a literature review. Proc Comput Sci 197:410–419. https://www.sciencedirect.com/science/article/pii/S1877050921023814?via%3Dihub. Last seen on March 1, 2022

  12. Al-Hawari F et al (2021) A machine learning based help desk system for IT service management. J King Saud Univ Comput Inf Sci 33(6):702–718. https://www.sciencedirect.com/science/article/pii/S1319157819300515?via%3Dihub#f0025. Accessed March 1, 2022

  13. Ismaili F et al (2018) Analysis, design and Implementation of a helpdesk Management system—case study: Albanian Radio Television. In: 2018 41st International Convention on Information and Communication Technology, Electronics and Microelectronics (MIPRO), 02 July 2018. https://0n11xfgrs-y-https-ieeexplore-ieee-org.just.proxy.coe-elibrary.com/abstract/document/8400092. Last seen on March 1, 2022

  14. Dávila A et al (2020) ITSM Model for very small Organization: an empirical validation. Special Issue: Softw Eng Appl Solve Organisations Issues 14(2):138–144. https://doi.org/10.1049/iet-sen.2019.0034. Last seen on March 1, 2022

  15. Bhagwatwar A et al (2014) IT service management employee compensation: determinants and outcomes. e-Service J 9(3):1–18 (18 pages). Indiana University Press. https://www.jstor.org/stable/10.2979/eServicej.9.3.1. Last seen on March 1, 2022

  16. Moudoubah L et al (2021) From IT service management to IT service governance: an ontological approach for integrated use of ITIL and COBIT frameworks. Int J Electr Comput Eng 11(6):5292–5300. https://www.researchgate.net/profile/Lamia-Moudoubah/publication/353333209_From_IT_Service_Management_to_IT_Service_Governance_An_ontological_approach_for_integrated_use_of_ITIL_and_COBIT_frameworks/links/60f5612016f9f31300930746/From-IT-Service-Management-to-IT-Service-Governance-An-ontological-approach-for-integrated-use-of-ITIL-and-COBIT-frameworks.pdf. Last seen on March 1, 2022

  17. Suharjito R et al (2019) Evaluation model for the implementation of information technology service management using fuzzy ITIL. Proc Comput Sci 157:290–297. https://www.sciencedirect.com/science/article/pii/S1877050919310877?via%3Dihub. Last seen on March 1, 2022

  18. Diao Y et al (2017) Building automated data driven systems for IT service management. J Netw Syst Manag 25(4):848–883. https://www.proquest.com/openview/99de34025415f03230d738d45c539f4d/1?pq-origsite=gscholar&cbl=32329. Last seen on March 1, 2022

  19. Gupta M et al (2018) Reducing user input requests to improve IT support Ticket resolution process. Empir Softw Eng 23(3):1664–1703. https://pure.tue.nl/ws/portalfiles/portal/98469429/guptredu2018.pdf. Last seen on March 1, 2022

  20. SOLARWIND. SOLARWIND Help Desk. https://www.solarwinds.com/Service-desk/. Last seen on March 1, 2022, and https://www.trustradius.com/products/solarwinds-Service-desk-samanage/reviews?qs=pros-and-cons/. Last seen on March 1, 2022

  21. SOFTWARE ADVICE. ManageEngine ServiceDesk plus software. https://www.Softwareadvice.com/help-desk/manageengine-Servicedesk-plus-profile/. Last seen on March 1, 2022, and https://www.trustradius.com/products/Servicenow-it-Service-Management/reviews?qs=pros-and-cons&f=25#faqs. Last seen on March 1, 2022

  22. CIO. What is ITIL? Your guide to the IT Infrastructure Library. https://www.cio.com/article/272361/infrastructure-it-infrastructure-library-itil-definition-and-solutions.html. Last seen on March 1, 2022

  23. INVGATE. What is InvGate ServiceDesk—ticket management. https://www.invgate.com/Service-desk/Ticketing/. Last seen on March 1, 2022, and https://www.getapp.com/it-Management-Software/a/invgate-Service-desk/reviews/. Last seen on March 1, 2022

  24. GETAPP. What is mint service desk? https://www.getapp.com/Customer-Service-support-Software/a/mint-Service-desk/. Last seen on March 1, 2022. Also, “Mint ServiceDesk Reviews”. https://www.g2.com/products/mint-Service-desk/reviews. Last seen on March 1, 2022. Also, “Mint ServiceDesk Reviews”. https://www.getapp.com/Customer-Service-support-Software/a/mint-Service-desk/reviews/. Last seen on March 1, 2022

  25. MANAGEENGINE. ServiceDesk plus. https://www.manageengine.com/products/Service-desk/. Last seen on March 1, 2022. Also, “ServiceDesk Pros&Cons”. https://www.trustradius.com/products/Servicedesk-plus/reviews?qs=pros-and-cons#reviews. Last seen on March 1, 2022

  26. JIRA SERVICE MANAGEMENT SUPPORT. What is Jira ServiceDesk? https://support.atlassian.com/jira-Service-desk-cloud/docs/what-is-jira-Service-desk/. Last seen on March 1, 2022. Also, “Jira ServiceDesk Reviews”, https://www.trustradius.com/products/jira-Service-Management/reviews?qs=pros-and-cons&f=0#faqs. Last seen on March 1, 2022

  27. SOFTWARE ADVICE. FreshService software. https://www.Softwareadvice.com/help-desk/freshService-profile/. Last seen on March 1, 2022. Also, “Fresh Service Pros&Cons”. https://www.trustradius.com/products/freshService/reviews?qs=pros-and-cons&f=0#faqs. Last seen on March 1, 2022

  28. ZOHO. What is Zoho Desk? https://help.zoho.com/portal/en/kb/desk/getting-started/introduction/articles/what-is-zoho-desk/. Last seen on March 1, 2022. Also, “ZohoDesk Reviews”. https://www.trustradius.com/products/zoho-desk/reviews?qs=pros-and-cons. Last seen on March 1, 2022. Also, “Zoho Reviews”. https://www.getapp.com/Customer-Service-support-Software/a/zoho-support/reviews/?rating%5B%5D=4&page=8. Last seen on March 1, 2022

  29. GETAPP. What is SysAid? https://www.getapp.com/Customer-Service-support-Software/a/sysaid/. Last seen on March 1, 2022). Also, “SysAid Reviews”. https://www.trustradius.com/products/sysaid/reviews?qs=pros-and-cons&f=50#faqs. Last seen on March 1, 2022. Also, “SysAid Reviews”. https://www.getapp.com/Customer-Service-support-Software/a/sysaid/reviews/page-2/. Last seen on March 1, 2022

  30. GETAPP. What is HelpDesk? https://www.getapp.com/Customer-Service-support-Software/a/helpdesk/. Last seen on March 1, 2022

  31. GETAPP. What is SimpliSys service desk?. https://www.getapp.com/Customer-Service-support-Software/a/simplisys-Service-desk/. Last seen on March 1, 2022

  32. GETAPP. What is ZenDesk? https://www.getapp.com/Customer-Service-support-Software/a/zendesk/. Last seen on March 1, 2022. Also, “ZenDesk Reviews”. https://www.trustradius.com/products/zendesk-support-suite/reviews?qs=pros-and-cons&f=100#faqs. Last seen on March 1, 2022

Download references

Author information

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

Authors
  1. Moh’d A. Radaideh
    View author publications

    You can also search for this author inPubMed Google Scholar

  2. Rakan Abdelqader
    View author publications

    You can also search for this author inPubMed Google Scholar

Corresponding author

Correspondence to Moh’d A. Radaideh.

Additional information

Publisher's Note

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

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

Download citation

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11227-022-04600-6

Keywords