ITIL Research Articles

A scenario-based stochastic programming approach for aircraft expendable and rotable spare parts planning in MRO provider

PurposeThis paper aims to build a novel model and approach that assist an aircraft MRO procurement and overhaul management problems from the perspective of aircraft maintenance service provider, in order to ensure its smoothness maintenance activities implementation. The mathematical model utilizes the data related to warehouse inventory management, incoming customer service planning as well as risk forecast and control management at the decision-making stage, which facilitates to alleviate the negative impact of the uncertain maintenance demands on the MRO spare parts inventory management operations.Design/methodology/approachA stochastic model is proposed to formulate the problem to minimize the impact of uncertain maintenance demands, which provides flexible procurement and overhaul strategies. A Benders decomposition algorithm is proposed to solve large-scale problem instances given the structure of the mathematical model.FindingsCompared with the default branch-and-bound algorithm, the computational results suggest that the proposed Benders decomposition algorithm increases convergence speed.Research limitations/implicationsThe results among the same group of problem instances suggest the robustness of Benders decomposition in tackling instances with different number of stochastic scenarios involved.Practical implicationsExtending the proposed model and algorithm to a decision support system is possible, which utilizes the databases from enterprise's service planning and management information systems.Originality/valueA novel decision-making model for the integrated rotable and expendable MRO spare parts planning problem under uncertain environment is developed, which is formulated as a two-stage stochastic programming model.

Evaluasi Penerapan Teknologi Informasi Menggunakan Framework Itil Versi 3

Higher education institutions is right now required to have a Website as an information services for the entire of academic community and also to the public STIE Muhammadiyah Kalianda feels that the use of Website is unsatisfactory so that the implementation still needs improvement. Appropriate and easy methods user in carrying out the measurement of Website perormance absolutely are needed, the process of evaluating the performance of information technology implementation that used is the Framework Information Technology Infrastructure Library which is expected to provide a comprehensive solutions related to organizational and management conditions. From the results of the research, it can be concluded, that the management and services that carried out by STIE Kalianda have been in the level of the defined process

Learning from ITIL for efficient internal services of authorities

In the following, we highlight why IT Infrastructure Library (ITIL) proposals, which have long been established for the management of IT services [8], can add value to the management of services offered by the Internal Services division of authorities.
 The Internal Service divisions of authorities offer a wide range of services that may differ from one authority to another. However, as a rule, the following services are offered as core offers:
 
 Mail processing, messenger service, document creation and management, duplication and printing, e.g. business cards.
 Facility management including winter maintenance and cleaning of buildings, access control and security, vehicle availability. However, facility management is usually a major part of provided internal services.
 Procurement and internal materials management, more and more as the implementation of decentralized activities of the consolidated processes.
 
 Adapting methods and procedures from ITIL can help to provide an overview about all offered internal services and makes the point of contact transparent for each of them. Furthermore, implementing support systems following that idea generate necessary information for keeping track of individual service requests. Hereon, even online steering mechanisms become possible as it is standard for IT services as of today.

Marine Information Management Service Platform: A GIS Based Study

Luo, M.-H.; Fan, Z.-J., and Yu, T., 2020. Marine information management service platform: A GIS based study. In: Gong, D.; Zhang, M., and Liu, R. (eds.), Advances in Coastal Research: Engineering, Industry, Economy, and Sustainable Development. Journal of Coastal Research, Special Issue No. 106, pp. 557–561. Coconut Creek (Florida), ISSN 0749-0208.At present, with the implementation and promotion of the national marine strategy, the construction of marine information management has also made in-depth development. The purpose of the ocean information management system is to analyze ocean data from an overall perspective, in order to provide intelligent ocean management. The ocean data is complex, and the information is huge, so the construction of the system is also very complex. On this basis, this article designs the marine information service system based on GIS. First, this article analyzes the composition of the marine geographic information system, and then carries out the demand analysis of the marine information management system and the design of the marine geographic information system. Finally, the system development and implementation methods are described.

Comparative Study Between the Integration of ITIL and ISO / IEC 27001 with the Integration of COBIT and ISO / IEC 27001

This paper tries to get a comparison between the integration of Information Technology Infrastructure Library (ITIL) and ISO / IEC 27001 with Integration of COBIT and ISO / IEC 27001. Factors to be considered are the increased level of information security services credibility, cost of the two standards integration of, the time of implementation, the multiple processes removal, and the increase in understanding between parts of the organization. A literature study is used as a research method. The results of the research can be a reference for organizations to consider two information security standards that will be integrated.

Improving the Process of Managing the IT Infrastructure of an Enterprise in the Energy Sector of the Republic of Mordovia

Introduction. The study is of relevance due to the need for rational management of the IT infrastructure by large industry enterprises in order to increase the efficiency of their economic activities. The objective of this paper, based on the results of the study of the activities of enterprises in the energy sales industry, is to consider the ways of increasing the efficiency of management of the IT infrastructure of a company through the introduction of domestic software. Materials and Methods. The study used materials of scientific publications and the ITIL (IT Infrastructure Library) methodology to describe the IT infrastructure of an enterprise. The principles of systemic and integrated approaches, general scientific methods and techniques were applied. The analytic hierarchy process was used in order to perform a comparative analysis of domestic automated information systems. Results. Based on the analysis of the activities of the Watt company, a regional monopolist in the energy sales industry of the Republic of Mordovia, shortcomings in the automation of supporting business processes of large companies have been revealed. The reasons for the low efficiency of the management processes of the IT infrastructure of an enterprise have been considered. The solution to the problems identified through the domestic software has been substantiated. A comparative analysis of a number of Russian automated information Service Desk systems has been carried out. Discussion and Conclusion. The necessity of improving such a supporting process as that of managing the IT infrastructure of an enterprise has been substantiated. The results obtained can be used in the practice of large companies in the reengineering and modernization of the main and supporting business processes. The results of the comparative analysis of Russian automated information Service Desk systems can be taken into account when deciding on the use of domestic software.

ISLAMIC FINANCE IN SUSTAINABLE ECONOMY: EMPOWERMENT OF SUKUK WAKALAH TO BUILD WASTE INDUSTRY

The challenge that Indonesia faces in processing natural and non-biological natural resources is the problem of waste management. High population figures, as well as increased incomes, affect consumption patterns that lead to increased waste generation in Indonesia. It is projected that in 2030 - 2050 waste production will increase, the problem of waste management in Indonesia can be seen from the following indicators, namely the high amount of waste generated, the level of waste management services is still low, limited number of final landfills, waste management institutions and cost problem. To overcome this problem, the issuance of wakalah sukuk as a source of funding for the waste industry center is a solution that can be done by the government. This research uses descriptive analysis research methodology with literature study data collection techniques. In the discussion explained about the concept of sustainable economy and wakalah state sukuk scheme in providing technology procurement financing to the waste processing industry. This research concluded that the wakalah state sukuk could be an alternative financing for technology procurement for the waste industry in increasing the effectiveness and efficiency of the company so that it is more environmentally sound and appropriate with SDG's.

Hash-Chain-Based Cross-Regional Safety Authentication for Space-Air-Ground Integrated VANETs

With the increasing demand for intelligent traffic management and road network intelligent information services, the vehicular ad hoc networks (VANETs) combined with information of air, space and ground have outstanding advantages in coverage, reliable transmission, and resource richness. Due to the characteristics of heterogeneous, numerous nodes, and frequent cross-network flow, the space–air–ground integrated network (SAGIN) puts forward higher requirements for security. This paper proposes a cross-regional node identity management architecture based on the hash chain, combined with radio frequency (RF) fingerprint theory, to guarantee node identity security with a non-duplicated physical information identity authentication mechanism. At the same time, the blockchain consensus mechanism is simplified to achieve block recording and verification. OMNet ++, SUMO, and Veins co-simulation platforms are used to generate transactions for cross-regional traffic flow. Based on the Hyperledger–Fabric architecture, Kafka and PBFT consensus algorithms are simulated. The simulation results show that the average delay of a single transaction generated block is about 0.9 ms, which achieves efficient and low-latency authentication.

Information technology and Baumol's cost disease in healthcare services: a research agenda

PurposeThis paper advances a research agenda for service researchers at the intersection of healthcare and information technologies to improve access to quality healthcare at affordable prices. The article reviews key trends to provide an agenda for research focusing on strategies, governance and management of key service processes.Design/methodology/approachThis paper synthesizes literature in information systems, service management, marketing and healthcare operations to suggest a research agenda. The authors draw on frameworks such as the interpretive model of technology, technology acceptance model, assemblage theories and Baumol's cost disease to develop their arguments.FindingsThe paper situates strategy-related service management questions that service providers and consumers face in the context of emerging healthcare and technology trends. It also derives implications for governance choices and questions related to that.Research limitations/implicationsThe paper discusses service management challenges and concludes with an agenda for future research that touches on governance and service management issues.Practical implicationsThis paper provides implications for healthcare service providers and policymakers to understand new trends in healthcare delivery, technologies and facilities management to meet evolving customer needs.Social implicationsThis paper provides implications for managing healthcare services that touch on many social and societal concerns.Originality/valueThis conceptual paper provides background and review of the work at the intersections of information systems, marketing and healthcare operations to draw implications for future research.

Process reference frameworks as institutional arrangements for digital service innovation

Information systems (IS) service organizations are increasingly more concerned with their ability to co-create digital services with customers in service ecosystems. Practitioners and researchers, however, lack understanding of which organization mechanisms effectively contribute to IS organizations’ innovation practices. Grounded in service-dominant logic, we hypothesized that process reference frameworks (PRFs), such as the IT Infrastructure Library (ITIL), act as institutional arrangements through their norms, rules, and practices, enhancing IS organizations’ ability to innovate digital services. Data collected from 159 IS organizations confirmed our hypotheses, showing that effects on digital service innovation are mediated by an organization’s digital service climate and co-creation practices. This study makes four major contributions. First, our results contribute to the literature on service-dominant logic and the role of institutional arrangements in facilitating service innovation in service ecosystems. Second, our study offers a novel understanding of PRFs’ role in value co-creation and digital service innovation. Third, by introducing the digital service climate from existing theoretical frameworks that might assist in conceptualizing the role of culture and shared meaning, our study contributes to further theorizing on the social factors that influence service ecosystem practices. Finally, our findings can motivate IT managers to consider using PRFs to develop capabilities for creating business value together with customers.

Research on Optimization of Tracking Equipment Based on In-transit Materials

As an important link in the transportation of materials, material tracking management is becoming more and more important.In-transit material tracking management is to carry out relevant decision management on the basis of obtaining material information in-transit, so as to achieve the purpose of improving logistics transportation service level, improving customer service satisfaction, maintaining customer loyalty, and further realizing the sustainable development of logistics enterprises. In this paper, through tracking a series of materials in transit, to achieve the goal of optimization, and using related logistics information technology and geographic information technology such as GPS, GIS, GSM to develop optimization management plan and do a good job in tracking management can improve management service level and product quality and quality.

Economic Inefficiency Levels of Urban Solid Waste Management Services in Portugal

Key performance indicators (KPI) are widely used tools to evaluate the economic (in)efficiency of services, including the ones devoted to urban solid waste management. Regulatory exercises are, then, mostly based on the outputs from KPIs, raising some questions about their validity. In theory, other more appropriate tools could be used to estimate those efficiency levels. This study evaluates the economic inefficiency level of urban solid waste management services in Portugal (2010–2017) through the adoption of partial frontier benchmarking models (order-m) coupled with weight restrictions. That way, the constructed model can evaluate the performance of those services under some regulatory and sustainability requirements. Then, estimated efficiency levels and some common KPIs are compared in order to understand if the latter are sufficient to explain the economic efficiency. The novelty of this research lies in two main aspects: (a) the utilization of a robust order-α model coupled with weight restrictions linked to regulatory and sustainability impositions to estimate efficiency, and (b) the comparison of economic efficiency and some commonly used KPIs, including waste fractions and recycling rate. Results point towards efficiency distributions that follow Weibull functions, with the average close to 50%; thus, nearly half of the resources have been well spent in municipal solid waste management services since 2010 onwards. Nonetheless, in an efficient system, that average would be close to 100%. Additionally, the considered management related KPIs do not exhibit any relationship with economic efficiency, which means that their interpretation and usefulness for regulatory issues are both limited and should be used carefully. In other words, those KPIs are not good performance drivers and carry no capacity to explain economic (in)efficiency in urban solid waste management services.

Combining SDLC Method And ITIL Framework by Involving Auditors

The framework that provides best practice in IT service management is called IT Infrastructure Library (ITIL). The IT service management leads to the management of a service, this service is generated through the system development process. Each system has a different scale, characteristics, requirements, types, and properties but has the same stage in its development, that is by implementing the System Development Life Cycle (SDLC)Software developers on IT projects must implement SDLC by selecting a particular model process. But many IT development teams do not pay attention to software management frameworks or standards so that they will experience difficulties in planning, reporting work results, monitoring, controlling, etc., especially when all personnel in the team don’t have sufficient experience. It would be better if every software house company and IT Consultant applies the general framework and standardization so that the software development process will be more directed and produced high quality services.In conducting the SDLC process, an accountant is needed, in this case the auditor who has a role as an information provider in describing business processes in a company activity, the auditor also plays a role as controller that ensuring the system is in accordance with accounting regulations, and accountants also act as checker of the system so that the auditors must involved in the initial design of a system. The application of ITIL in the SDLC process will have an impact on the ease of the auditor in carrying out the duties.

Towards the Control and Prevention of Waste in IT Service Operation Using Fuzzy Logic: Focus in Incident Management Process

All production lines are continuously confronted with the phenomenon of waste, especially in IT operations. A waste is assessed in terms of the required resources and the cost employed to solve the problem behind it. Eliminating the waste in daily operations is essential to improve IT service management. This article aims to provide an estimation of the level of potential waste, where waste generation trends are provoked by the activities of IT service management processes. We are going to focus particularly on the possibility of applying a Lean improvement process to IT services processes when using fuzzy logic method. We specifically demonstrate our contribution through the application of fuzzy analysis to the incident management process. This approach also aims at developing a theoretical and pragmatic model and promoting the knowledge of IT experts. In order to make our framework as generic as possible, concepts of IT operations, including the incident management, are inspired by the Information Technology Infrastructure Library (ITIL), the most prominent framework for IT service governance according to the current literature.

Evolutional and Transformational Configuration Strategies: A Rasch Analysis of IT Providers’ Service Management Capability

While providers of information technology (IT) services widely rely on reference models for IT service management (ITSM) practices, little is known about the actual configurations of these practices, referring to the patterns in which service providers adopt these practices at different maturity stages. We analyze how practice configurations reflect a provider’s ITSM capability and how this capability contributes to provider performance. This study addresses two gaps in the ITSM literature. First, empirical approaches to measuring a capability that manifests in configurations of ITSM practices and potentially different nonlinear configuration strategies are missing. Second, no theory explaining the resulting performance differences of alternative configuration strategies exists. We analyzed data from 315 IT service providers on the configuration of practices described in the widely regarded ITIL (formerly IT Infrastructure Library) reference model for ITSM. With this data, we conducted a Rasch calibration—a psychometric method for modeling latent traits based on non-interval scaled data—to measure practice maturity thresholds and providers’ ITSM capability on the same scale. Further, we regressed this measure of ITSM capability on service provider performance. Our findings contribute to the ITSM literature by uncovering two strategies for configuring ITSM practices with distinct capability scales. Drawing on prior theory, we characterize these as evolutionary and transformational configuration strategies. Service providers in the transformational class obtain higher performance gains from building ITSM capability than those in the evolutionary class. This supports our key argument that underlying practice complementarities are a key source of performance gains.

Infrastructure management of software systems of modern “IT” in the automation of production processes

The article examines the methodology, describing the concept of information infrastructure management companies focused on their need, a comparison of models of information systems. The authors investigate the possibility of their joint use for maximum effect from the introduction of software systems. Process management of IT infrastructure of the enterprise has a number of advantages. Thus, in determining the types of activities, inputs, outputs, standards and requirements, an increase in the efficiency, the rationality of work can be achieved and quality management tools can be achieved. There are different methodologies for describing the achievement of business goals instruments with a high level of reliability of the information system. The most common was the British Library IT Infrastructure Library.

PENGEMBANGAN STANDAR DESAIN LAYANAN CLOUD BERDASARKAN ISO/IEC 20000: STUDI KASUS PT. XYZ

PT XYZ is now transforming its business from traditional telecommunication provider to an ICT (Information & Communication Technology) provider in order to deal with current stringent business competition. One of its strategic initiatives is to improve Cloud service market penetration based on the fact from market size analysis result which has reported that Cloud service would appear as an IT service with highest growth throughout Asia Pacific region from 2013 to 2018 (i.e., 49%). However, PT XYZ has reported its Cloud service sales only achieved 52% of its total revenue target in 2014 fiscal year. One of the root causes found is the lack of standard in performing design on Cloud service. As ISO/IEC 20000 certification holder, PT XYZ has to improve its IT service management practices continuously including its service design stage. This research goal is to build design standard on Cloud service in PT XYZ using two internationally recognized Information Technology Service Management (ITSM) frameworks, i.e. Information Technology Infrastructure Library (ITIL) version 3 and Microsoft Operation Framework (MOF) version 4, as well as Cloud Computing Reference Architecture (CCRA) and guidance on the application of ISO/IEC 20000-1 to Cloud Services (ISO/IEC TR 20000-9:2015). As the result, a design process flow and design documentation templates are proposed to be used as Cloud service design standard in PT XYZ.

CYBER PUBLIC RELATIONS DISKOMINFO KABUPATEN KLATEN DALAM OPTIMALISASI LAYANAN INFORMASI PUBLIK

This study aims to describe the Klaten Diskominfo PR PR cyber strategy in optimizing public information services. The background of the research is the management of public information services primarily through the website of the Klaten Regency government which has not been optimal. The method used in this research is a descriptive qualitative method. The results of this study can be concluded that in optimizing the public information service owned by Diskominfo, Klaten Regency has practised a cyber PR strategy that combines 4 things as a whole, namely Strategic (has a communication design plan that is not done haphazardly. Next is Integrated (using the internet and its facilities as a means publication, this has been realized with the official website of klatenkab.go.id which is integrated with other websites underneath), Targeted (has and can reach specific target audiences, namely the Klaten community, government officials and millennial generation to generation Z), and Measurable (It has measurable results, in this case, it has clear measurement data such as the number of visits, followers (in social media), and web traffic. With the existing cyber PR strategy, it can optimize public information services managed by Klaten Diskominfo.

EVALUASI SISTEM INFORMASI AKADEMIK MENGGUNAKAN FRAMEWORK COBIT 4.1 PADA STIKES AISYIYAH SURAKARTA

ABSTRACTThe title of this research report is The Evaluation of Academic Information System (SIAKAD) STIKES Aisyiyah Surakarta using Framework COBIT 4.1. The purpose of this research is to know the level of maturity of the academic Information System (SIAKAD) and formulate recommendations from these results so that it can be useful to assist in the development of academic systems according to standards set by Framework COBIT 4.1 The methods used are data collection (observation, interviews, library study, business document study and questionnaire) and data analysis (calculation of data obtained and analyzed to the final recommendation phase). The result of the evaluation is that the academic information system is well managed. The level of maturity in sub-domains DS1 (Service level management framework), DS5 (System security) and DS10 (Managing problems) is at level 4, which means (managed and measurable), meaning that the agency has been concerned and aware of the importance of Service, system security and management of problems, already has only a few procedures that are still less optimal in its application such as the service of academic information system that has not been connected to the bank payment system.Keywords: Information System, Deliver and Support, COBIT 4.1, Maturity Level

Rekayasa Informasi Untuk Mendukung Keberlangsungan Proses Service Level Management

The main component of the entire strategy in Service Level Management (SLM) as a service provider is shown by implementing the Service Level Agreement (SLA). The service provider has to always guarantee that SLA which is indeed determined for a customer is achieved and fulfilled. The thing causing a failure in fulfilment of SLA is the expectation of business that is categorized in high indication while SLA establishment is still in progress, so it is indicated that there is a difference of perception between business and IT paradigm. The aim of this study is to build a framework to facilitate the achievement of a balance between the expected quality for the customer as the receiver party and the service which is offered by a service provider. The methodology which is applied in this study is by using an approach of informationengineering that consists of planning the analysis of related vision, planning of the technology effect, analysis of critical success factor, analysis of problem and purpose, as well as the identification of business area. The research which is conducted has given an obvious perspective paradigm in general that an integrated information system is indeed needed into the implementation of SLM to complete the significance among the functional divisions in a company