Advertisement

ITSDM: A Methodology for IT Services Design

  • Manuel MoraEmail author
  • Jorge Marx Gómez
  • Rory V. O’Connor
  • Burkard Meyendriesch
Chapter
  • 663 Downloads
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Abstract

The main international Information Technology Service Management (ITSM) process frameworks such as ITIL V3 and the ISO/IEC 20000-4, includes a service design process as part of their mandatory set of processes. Nevertheless, even with such availability of processes, their used nomenclature, their phase-activity structure, and their granularity level used for their descriptions, are non-standardized. Consequently ITSM academics are faced with a useful but disparate and diffused literature, and ITSM professionals lack suitable step-by-step service design methodologies. In this chapter, we present ITSDM (Information Technology Service Design Methodology), which is elaborated on best practices suggested in ISO/IEC 20000-4 and ITIL v3 design processes with the aim to provide a step-by-step guideline with phases, activities, tasks, roles, controls and input-output artifacts. We illustrate its utilization with a real IT service (Cloud Storage service) that is ready operational in a German Higher Education Institution. We found that ITSDM provided qualitative benefits such as: ease of use, usefulness, compatibility and value. However, given the novelty of this methodology, we encourage for further empirical studies for providing more definitive results.

Keywords

IT service Service design ISO/IEC 20000-4 ITIL v3 Service science 

Notes

Acknowledgements

This research was developed with the financial support of the Autonomous University of Aguascalientes, Mexico (www.uaa.mx) (Project PIINF08-2).

References

  1. Cartlidge, A.: An Introductory Overview of ITIL® V3. Van Haren, Zaltbommel (2007)Google Scholar
  2. Cater-Steel, A., Toleman, M.: Transforming IT service management – the ITIL impact. In: Proceedings of the 17th Australasian Conference on Information Systems, Adelaide, December 6–8, 1–11 (2006)Google Scholar
  3. Cater-Steel, A., Toleman, M., Wui-Gee, T.: itSMF Australia 2009 conference: Summary report of ITSM standards and frameworks survey. In: Proceedings itSMF Australia 2009 Conference, Adelaide, December 6–8, 1–16 (2009)Google Scholar
  4. Curtis, B., Kellner, M., Over, J.: Process modeling. Commun. ACM. 35(9), 75–90 (1992)CrossRefGoogle Scholar
  5. Ebert, N., Uebernickel, F., Hochstein, A., Brenner, W.: A service model for the development of management systems for IT-enabled services. AMCIS Conference, Colorado, August 9–12, 1–8 (2007)Google Scholar
  6. Gallup, S., Dattero, R., Quan, J., Conger, S.: An overview of IT service management. Commun. ACM. 52(5), 124–127 (2009)CrossRefGoogle Scholar
  7. Glass, R., Armes, V., Vessey, I.: An analysis of research in computing disciplines. Commun. ACM. 47(6), 89–94 (2004)CrossRefGoogle Scholar
  8. Hevner, A.R., March, S.T., Park, J., Ram, S.: Design science in information systems research. Manag. Inf. Syst. Q. 28(1), 75–105 (2004)CrossRefGoogle Scholar
  9. Hochstein, A., Tamm, G., Brenner, W.: Service oriented IT management: Benefit, cost and success factors. In: Proceedings of the ECIS 2005, Paper 98, http://aisel.aisnet.org/ecis2005/98 (2005)
  10. INCOSE: Systems Engineering Handbook. INCOSE-TP-2003-016-02. Internet document at www.incose.org (2004)
  11. ISO: ISO/IEC 20000-1 Information Technology – Service Management Part 1 Specification. ISO, Geneva (2005)Google Scholar
  12. ISO: ISO/IEC 15288: Systems Engineering – Systems Life Cycle Processes. ISO/IEC, Geneva (2007)Google Scholar
  13. ISO: ISO/IEC 20000-4 Information Technology – Service Management Part 4 Process Reference Model. ISO, Geneva (2010)Google Scholar
  14. Johnson, M., Hately, A., Miller, B., Orr, R.: Evolving standards for IT service management. IBM Syst. J. 46(3), 583–597 (2007)CrossRefGoogle Scholar
  15. Maier, M., Emery, D., Hilliard, R.: ANSI/IEEE 1471 and systems engineering. Syst. Eng. 7(3), 257–270 (2004)Google Scholar
  16. March, S., Smith, G.: Design and natural science research on information technology. Decis. Support. Syst. 15(4), 251–266 (1995)CrossRefGoogle Scholar
  17. Mayer, R.J.: IDEF0 Function Modeling – A Reconstruction of the Original Air Force Wright Aeronautical Laboratory Technical Report – AFWAL- TR-81-4023. Knowledge-Based Systems, Inc., College Station (1992)Google Scholar
  18. Mora, M., Gelman, O., Paradice, D., Cervantes, F.: The case for conceptual research in information systems. In: e-Proceedings of the International Conference on Information Resources Management, Niagara Falls, May 18–20, (pp. 1–10) (2008)Google Scholar
  19. Mora, M., O’Connor, R., Raisinghani, M., Macías-Luévano, J.: An IT service engineering and management framework (ITS-EMF). Int. J. Service Sci. Manage. Eng. Technol. 2(2), 1–15 (2011)CrossRefGoogle Scholar
  20. Mora, M., Raisinghani, M., Gelman, O.: A comparison of service design processes in relevant international ITSM models and standards. In: Proceedings of the SIGSVC Worksop, Pre-ICIS Conference, Phonix. All Sprouts Content. Paper 516. http://aisel.aisnet.org/sprouts_all/516 (2012)
  21. Mora, M., Raisinghani, M., O’Connor, R., Marx-Gomez, J., Gelman, O.: An extensive review of IT service design in seven international ITSM processes frameworks: Part I. Int. J. Inf. Technol. Syst. Approach. 7(2), 83–107 (2014)CrossRefGoogle Scholar
  22. Mora, M., Marx-Gomez, J., O’Connor, R.V., Raisinghani, M., Gelman, O.: An extensive review of IT Service Design in Seven International ITSM processes frameworks: part II. Int. J. Inf. Technol. Syst. Approach. 8(1), 69–90 (2015)CrossRefGoogle Scholar
  23. Potgetier, B., Botha, J., Lew, C.: Evidence that use of the ITIL framework is effective. In: Proceedings of the 18th Annual Conference of the National Advisory Committee on Computing Qualifications, Tauranga, NZ, July 10-13, pp. 160–167 (2005)Google Scholar
  24. Presley, A., Liles, D.H.: The use of IDEF0 for the design and specification of methodologies. In: Proceedings of the 4th Industrial Engineering Research Conference, Nashville, TN, May 24-25, 442–448 (1995)Google Scholar
  25. OGC: Glossary of ITIL® V3 terms and acronyms. FGI, Internet Document (2007)Google Scholar
  26. OMG: Systems modeling language specification (SysML), object management group, internet document at: http://www.omg.org/spec/SysML/1.4/PDF/ (2007)
  27. Rudd, C., Lloyd, V.: ITIL Version 3 Service Design. The Stationery Office, London (2007)Google Scholar
  28. Sage, A.: Systems engineering education. IEEE TSMC Part C. 30(2), 164–174 (2000)Google Scholar
  29. van Bon, J., De Jong, A., Kolthof, A., Pieper, M., Tjassing, R., van der Veen, A., Verheijen, T.: Foundations of IT Service Management Based on ITIL® v3, 5th edn. Van Haren, Zaltbommel (2010)Google Scholar
  30. Weist, P.: An AHP-based decision making framework for IT service design. In: MWAIS 2009 Proceedings, Paper 11, http://aisel.aisnet.org/mwais2009/11 (2009)

Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  • Manuel Mora
    • 1
    Email author
  • Jorge Marx Gómez
    • 2
  • Rory V. O’Connor
    • 3
  • Burkard Meyendriesch
    • 4
  1. 1.Department of Information SystemsAutonomous University of AguascalientesAguascalientesMexico
  2. 2.Department of Computing SciencesCarl von Ossietzky University OldenburgOldenburgGermany
  3. 3.School of Computing, Dublin City UniversityDublinIreland
  4. 4.IT Services DepartmentCarl von Ossietzky University OldenburgOldenburgGermany

Personalised recommendations