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e-government: ITIL-based service management case study

Published: 08 November 2010 Publication History

Abstract

E-government services require certain service levels to be achieved as they replace traditional channels. E-government also increases the dependence of government agencies on information technology based services. High quality services entail high performance, availability and scalability among other service characteristics. Strict measures are required to help e-governments evaluate the service level and assess the quality of the service. In this paper we introduce the IT Infrastructure Library (ITIL) framework - a set of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems [17][21]. We conducted an in depth assessment and gap analysis for both of the service support and service delivery processes [16], in a government institution, which allowed us to assess its maturity level within the context of ITIL. We then proposed and modeled these processes in accordance to ITIL best practices and based upon agency aspirations and environment constraints.

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Cater-Steel, Aileen and Toleman, Mark. 2007. Education for IT service management standards. International Journal of IT Standards and Standardization Research, 5 (2), pp. 27--41
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Cater-Steel, A., Toleman, M., & Tan, W. G. 2006. "Transforming IT Service Management -- The ITIL Impact". Proceedings of the itSMF Australia 10th National Conference and Expo. Adelaide, Australia.
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          iiWAS '10: Proceedings of the 12th International Conference on Information Integration and Web-based Applications & Services
          November 2010
          895 pages
          ISBN:9781450304214
          DOI:10.1145/1967486
          Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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          Published: 08 November 2010

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          Author Tags

          1. ITIL
          2. ITIL framework
          3. ITSM
          4. e-government infrastructure
          5. service management

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          • (2020)The quest in delivering quality IT services: The case of a higher education institutionEducation and Information Technologies10.1007/s10639-020-10198-025:6(4817-4844)Online publication date: 1-Nov-2020
          • (2019)IT Management Agility in Large OrganizationsStrategic IT Governance and Performance Frameworks in Large Organizations10.4018/978-1-5225-7826-0.ch005(172-229)Online publication date: 2019
          • (2019)Towards an Agile and Secure IT Service ManagementGlobal Information Diffusion and Management in Contemporary Society10.4018/978-1-5225-5393-9.ch005(125-152)Online publication date: 2019
          • (2019)Increasing Information Systems Availabiliy Through Accuracy, Awareness, Completeness and Manageability of ITSM2019 14th Iberian Conference on Information Systems and Technologies (CISTI)10.23919/CISTI.2019.8760686(1-4)Online publication date: Jun-2019
          • (2017)An Agile Framework for ITS Management In OrganizationsProceedings of the 2nd International Conference on Computing and Wireless Communication Systems10.1145/3167486.3167556(1-8)Online publication date: 14-Nov-2017
          • (2014)Empowering business process users through a pragmatic approach: A case study2014 International Conference on Multimedia Computing and Systems (ICMCS)10.1109/ICMCS.2014.6911181(639-645)Online publication date: Apr-2014
          • (2014)Business Process FrameworksHandbook on Business Process Management 210.1007/978-3-642-45103-4_6(153-175)Online publication date: 10-Apr-2014
          • (2013)The Drivers of ITIL Adoption in UNITEN2013 International Conference on Advanced Computer Science Applications and Technologies10.1109/ACSAT.2013.100(479-484)Online publication date: Dec-2013
          • (2012)Improving IT service desk and service management processes in finnish tax administrationProceedings of the 13th international conference on Product-Focused Software Process Improvement10.1007/978-3-642-31063-8_17(218-232)Online publication date: 13-Jun-2012

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