Rebuilding IT Services management system support with End-to-end service thinking and sustain service quality
Heikkinen, Pasi (2014)
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023112331239
https://urn.fi/URN:NBN:fi:amk-2023112331239
Tiivistelmä
he objective of this research was to create a big picture of the IT Service Management Frameworks, Models, Standards and Tools, identify their relations to each other and study which of these the EXFO IT organization should use in the future in the Information Technology Service Management.
The new trend in the management of IT services is the End-to-end thinking. When adapting the End-to-end thinking practices inside an organization, it is important to understand what type of a model it is. What type of a change is required in the organization? For this research, it was important to understand the history of the ITIL, and that is why ITIL is the de facto framework and best practice used in worldwide. It was important to identify the ITILv3 relation and similarity related to the End-to-end thinking.
This research was closely linked to the real life problems in the IT process improvement. The episode of the Service Desk and its quality development told the story of continual improvement linked with the theory for literature research.
Firstly, based on the principles of the grounded theory, a mind map was used as one aspect for the research method in order to get the big picture of the aspects of the IT Service Management and not limit the scope of the research too much. Secondly, after the mind map phase, the researcher was searched more information of the mapped interest areas. Thirdly, the research was based on the literature part of the Quality and IT Service Management areas. Fourthly, an episode of the research was based on a collection of the data of the IT operational environment.
The results of this research explain the current significant trends, standards, frameworks and tools related to the IT Service Management connected with the needed change drives of the End-to-end thinking. This research result answers the question how to use quality tools efficiently with the use methods supported by the ITILv3 continual service improvement. The requirements of the organization change to the End-to-end thinking Service Management were identified. For the new process, a continual service improvement of the IT service was built up and the process enabled the Service Desk quality improvement. A future research could focus on how to integrate an implementation of the policies and guidelines inside ITSM system that is supporting with a fully automatized compliance audit.
The new trend in the management of IT services is the End-to-end thinking. When adapting the End-to-end thinking practices inside an organization, it is important to understand what type of a model it is. What type of a change is required in the organization? For this research, it was important to understand the history of the ITIL, and that is why ITIL is the de facto framework and best practice used in worldwide. It was important to identify the ITILv3 relation and similarity related to the End-to-end thinking.
This research was closely linked to the real life problems in the IT process improvement. The episode of the Service Desk and its quality development told the story of continual improvement linked with the theory for literature research.
Firstly, based on the principles of the grounded theory, a mind map was used as one aspect for the research method in order to get the big picture of the aspects of the IT Service Management and not limit the scope of the research too much. Secondly, after the mind map phase, the researcher was searched more information of the mapped interest areas. Thirdly, the research was based on the literature part of the Quality and IT Service Management areas. Fourthly, an episode of the research was based on a collection of the data of the IT operational environment.
The results of this research explain the current significant trends, standards, frameworks and tools related to the IT Service Management connected with the needed change drives of the End-to-end thinking. This research result answers the question how to use quality tools efficiently with the use methods supported by the ITILv3 continual service improvement. The requirements of the organization change to the End-to-end thinking Service Management were identified. For the new process, a continual service improvement of the IT service was built up and the process enabled the Service Desk quality improvement. A future research could focus on how to integrate an implementation of the policies and guidelines inside ITSM system that is supporting with a fully automatized compliance audit.