IT Systems Management: Designing, Implementing, and Managing World-Class Infrastructures
IT Systems Management: Designing, Implementing, and Managing World-Class Infrastructures
Data integration through database federation
IBM Systems Journal
SOA-Based Integration of IT Service Management Applications
ICWS '05 Proceedings of the IEEE International Conference on Web Services
An overview of IBM service management
IBM Systems Journal
Adding value to the IT organization with the component business model
IBM Systems Journal
IBM service management architecture
IBM Systems Journal
Integrated change and configuration management
IBM Systems Journal
Improving the software problem management process: a case study
EuroSPI'06 Proceedings of the 13th European conference on Software Process Improvement
Electronic Commerce Research and Applications
Reinventing virtual appliances
IBM Journal of Research and Development
A methodical procedure for designing consumer oriented on-demand IT service propositions
Information Systems and e-Business Management
Witty invention or dubious fad? Using argument mapping to examine the contours of management fashion
Information and Organization
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In this paper we focus on information technology service management (ITSM), a new direction for managing information technology (IT) organizations that requires a change from a technology-oriented to a service-oriented approach to IT management. We first examine the main challenges to implementing ITSM, which span four broad areas: process, people, technology, and data. Then we consider two strategies for implementing ITSM: top down and bottom up. Finally, we illustrate how a customer can implement ITSM by describing a simple scenario in which a business implements ITSM by using IBM Service Management solutions and tools and the top-down approach.