Ensuring Efficient IT Service Management to Increase Information Systems Availability

Sergio Varga,Gilmar Barreto,Paulo D Battaglin

doi:10.29333/jisem/6352

Abstract

In today’s information age the increase importance of Information Systems (IS) which are highly dependent of Information Technology (IT) forces organizations to deploy IT Service Management (ITSM) frameworks. The increase complexity of new IT technologies, products and deployment models makes the management of an IS a big challenge to manage and to ensure its availability. This complexity drives IT organizations to manage the environment by silos or technologies and inhibits a holistic view of the target environment leaving space for failures. This paper intends to analyze and identify these issues and proposes an IT management framework that will help IT organizations to provide a better management of IS.

Highlights

We live in a society highly interconnected, instrumented, and dependent on computer systems
The Information Systems (IS) determine the Information Technology (IT) needs for its operation and IT influences a change in the IS when a new technology appears (Audy et al, 2005) it is imperative to implement an efficient IT management so that IS are delivered without disruptions
Several other case studies (Alves and Ribeiro, 2012; Meziani and Saleh, 2010; Yao and Wang, 2010); Lucio-Nieto et al, 2012; Almeida et al, 2018; Orta and Ruiz, 2019) have done assessments in Information Technology Infrastructure Library (ITIL) and IT Service Management (ITSM) implementations and have identified lessons learned that could improve the implementation of the service management

Summary

INTRODUCTION

We live in a society highly interconnected, instrumented, and dependent on computer systems. Several other case studies (Alves and Ribeiro, 2012; Meziani and Saleh, 2010; Yao and Wang, 2010); Lucio-Nieto et al, 2012; Almeida et al, 2018; Orta and Ruiz, 2019) have done assessments in ITIL and ITSM implementations and have identified lessons learned that could improve the implementation of the service management In addition to these frameworks there are several other studies in this area related to deployment of ITSM frameworks or new tools. Vorisek et al (2015) presented a service-based IT management model that proposes a lightweight model for an effective business IT alignment as an alternative for ITIL or COBIT All those frameworks, architectures and studies are focus in providing guidelines to implement a solution for managing IT services.

PROBLEM STATEMENT

PROBLEM IDENTIFICATION

DESIGNED SOLUTION

CONCLUSION AND FUTURE WORK