IT service management and normatively regulated activities

Authors:
Dzenana Donko;Ismet Traljic
Affiliations:
Faculty of Electrical Engineering, University of Sarajevo, Sarajevo, Bosnia and Herzegovina;Faculty of Electrical Engineering, University of Sarajevo, Sarajevo, Bosnia and Herzegovina
Venue:
TELE-INFO'06 Proceedings of the 5th WSEAS international conference on Telecommunications and informatics
Year:
2006

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Abstract

This paper describes basic concepts of information technology service management and its association with theory of normatively regulated activities. Normatively regulated activities are characterized by precise objective or purpose, participation of actors as role-holders, and norms and rules that govern the performance of these activities. At the same time primary objective of service management is to ensure that the information technology services are aligned to the business needs. Some of similarities and interfaces between these two disciplines are presented. Also an example of incident management in network operation centre is presented as part of service support processes.