Abstract
An integrated knowledge-based framework for improving IT-services management in organization is elaborated, which includes 3 interconnected tasks to be resolved: 1) to choose an effective modules configuration of ITSM-system (ITSMS) according to specific features and needs in application domain; 2) to integrate a given ITSMS with an existing enterprise architecture; 3) to provide an advanced incidents management in ITSMS. The serviceability of this approach was tested successfully as a proof-of-concept project at the National Technical University “Kharkov Polytechnic Institute” (Ukraine).
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Tkachuk, N., Sokol, V., Glukhovtsova, K. (2013). An Integrated Development Framework for Advanced IT-Service Management: Proof-of-Concept Project in Universities Domain. In: Ermolayev, V., Mayr, H.C., Nikitchenko, M., Spivakovsky, A., Zholtkevych, G. (eds) Information and Communication Technologies in Education, Research, and Industrial Applications. ICTERI 2013. Communications in Computer and Information Science, vol 412. Springer, Cham. https://doi.org/10.1007/978-3-319-03998-5_4
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DOI: https://doi.org/10.1007/978-3-319-03998-5_4
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