Providing organizations with a validated instrument for an Enterprise Service Management capability

The problems of development and construction of a universal consolidated strategy of interaction of IT services and information security, which is based on the study and in-depth analysis of statistics on the current situation with the interaction of corporate IT services and security in different international companies in different industries and countries, are considered. specialists, experts and analysts. The subject of research in the article is the issue of optimal interaction of IT and security services in ensuring a high level of corporate information security in the EMEA region. The goal is to analyze the issues related to the construction and implementation of consolidated strategies for IT and security management in order to eliminate inconsistencies and increase the efficiency of the relevant services to ensure effective information security of organizations on the example of the EMEA region. Objectives: processing and analysis of the results of an online survey on the interaction of IT and security services of companies and organizations in various industries in different countries and regions of the world, including the EMEA region; research of problems and advantages of building a consolidated strategy of IT management and information security in the EMEA region; development of recommendations for solving existing problems in the development and construction of corporate strategies for effective IT management and information security. The general scientific method of systems analysis is used to determine the features of interaction between IT services and security of companies and organizations of different industries in different regions of the world, as well as to study the problems and benefits of a unified consolidated IT management strategy and information security. The following results were obtained: based on quantitative and qualitative assessment, as well as analysis of the results of the survey of IT and security specialists and experts in the EMEA region, the participation of companies in the development and implementation of information security strategies was determined; the main tasks of IT and security services in the organization of their joint work and coordination of actions among themselves are defined; the main obstacles in the organization of joint work of IT services and security services of companies are investigated, among which significant are tensions and conflicts between employees of services, global and regional shortage of qualified personnel, technical difficulties. Conclusions: it is established that the consolidated strategy of IT management and information security based on advances in security and technology can help solve the main problems of effective interaction of relevant company services; developed a number of recommendations to address existing problems of building corporate strategies for effective IT management and information security, designed to help eliminate inconsistencies and improve the efficiency of relevant services to ensure effective information security of organizations in the EMEA in various organizations and companies, regardless of their field of activity.

The IT Service Management (ITSM) industry has defined processes as best practices in the widely-accepted IT Infrastructure Library (ITIL®) framework. However, there are few tools available to provide decision support to IT Service Managers who wish to improve service management processes. It is essential to assess the current capability of processes before process improvements are planned. Our research addressed the problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the Design Science Research methodology, we developed an innovative Software-mediated Process Assessment (SMPA) approach that automates assessment of ITSM processes and supports the decision-making of IT Service Managers. The SMPA approach includes process selection, an online survey to collect assessment data, measurement of process capability and specific recommendations for managers to commence process improvement. We implemented a decision support system (DSS) to automate the SMPA approach and evaluated it at two IT service providers. The evaluations indicated that the SMPA approach supports decision-making on process improvements. In the future, data analytics performed on the assessment data can help IT managers to analyse and visualise the ‘big data’ of process knowledge.

While the information systems scholarly and practice literatures both stress the importance of senior executive engagement with IT management, the recommendations for doing so remain, at best, limited and general. Examining the influence of serious IT-related deficiencies on CEO/CFO turnover within the post-SOX financial reporting context, specific CEO/CFO IT management responsibilities are identified: CEOs are shown to be held accountable for global IT management responsibilities, and CFOs are shown to be held accountable for demand-side IT management responsibilities. Implications for information systems research, management research, and information systems practice are provided.

Summary form only given. Scientific computing relies heavily on e-Infrastructures as one of the cornerstones of today'sadvancements in research. These e-Infrastructures include advanced IT architectures such as supercomputers, grids, clouds, and the networks interconnecting them. In order to deliver high-quality services provided by these systems to the users, adequate IT management is an essential requirement. The Leibniz Supercomputing Centre (LRZ) is one of the world's largest e-Infrastructure providers and strongly devoted to contributing to and utilizing the field of IT Service Management (ITSM). After initiating its ITSM program in 2006, today many of the services provided by the LRZ are ITSM-driven. Processes have been adopted in alignment with ITIL best practices. Learning from "commercial" ITSM, and applying it to academic e-Infrastructures such as grids and clouds has been recognized as an effort that is vital for the sustained success of these developments. This challenge is subject of the EC-fundedg SLM project, which is led by LRZ and will be demonstrated in this talk. A major goal of LRZ is complete certification against ISO/IEC 20000-1 in the near future. This follows the believe that IT Service Management is a basic ingredient for delivering the best services to its customers.

Information systems should contribute to enterprise effectiveness, and usually do so during the operational phase of their lifecycle. From the experience of practitioners, the duration of this lifecycle is often not predetermined, therefore resulting in information systems with a relatively long lifespan and information systems with a relatively short lifespan. An important aspect of application management, is managing the application lifecycle. In the experience of practitioners, deciding the moment to end the lifecycle, refactor it, or leave it be are often not thoroughly researched. The decision to move on to a newer information system is therefore not always sufficiently justified and relies more on a gut feeling. What if the older information system is still able to perform and comply with the changes the enterprise desires? Prolonging the length of an application lifecycle could result in cost reduction in an application portfolio. In this paper, we aim to create a method of assessment of the ability to change of a legacy information system and identifying potential areas in which a legacy information system would need improvement in order to increase this ability to change.

Service management is a set of specialized organizational capabilities that provide value to customers in the form of services. Many organizations are aware of the need to adopt best practices in order to create an effective IT Service Management (ITSM) for enabling Business and IT integration. However, the reuse and interchange of service models is still quite limited in the area of IT service support due to the problems in connecting with natural language. In this context, this paper presents the ITIL-based Service Management Model aimed at capturing ITSM best practices by means of a formal ontology-based business DSL (Domain-Specific Language). We show how this DSL can be formally represented adopting the Web Ontology Language (OWL) and the Semantic Web Rule Language (SWRL). This ontology will precisely define the semantics associated to IT service management models, enabling different tools to interchange them without ambiguities. These models will be defined just in terms of the business logic, without any architectural or platform-specific consideration. That is, according to the OMG's four-layered architecture, the proposed model could be placed at a CIM level.

IT governance and business value in the public sector organizations — The role of elected representatives in IT governance and its impact on IT value in U.S. state governments

A growing number of organizations are implementing the ITIL (IT Infrastructure Library) “best practice” framework in an attempt to improve their IT service management processes. However, not all ITIL implementations are successful and some companies have been disappointed with the outcomes. This exploratory research reports on four case studies of “successful” implementations of IT service management using the process-based ITIL V2 framework. Two companies are located in the U.S. and two in Australia. The cases demonstrate a mix of implementation justifications and strategies. Critical success factors (CSFs) suggested in the literature are compared against those attributed to these successful ITIL implementations. Some CSFs, including executive management support, interdepartmental communication and collaboration, use of consultants, training and careful software selection are confirmed. Three new CSFs are identified: creating an ITIL-friendly culture, process as a priority, and customer-focused metrics. Practitioner guidelines, to assist IT managers, who are contemplating adopting ITIL for process improvement and organisational transformation, are also provided together with some challenges encountered and their associated resolutions.

The article presents metrics for managing IT services in a service-oriented architecture of the information system. Cognitive management of the effectiveness of IT services is considered on a variety of ICT infrastructure management metrics, information system management metrics, IT service management metrics. The necessary components of the formation of an analytical platform for the cognitive management of IT services in the EIM environment for SAP BI (Business Objects Business Intelligent) are considered. A model of cognitive management of IT services using key performance indicators (KPIs) for managing IT service metrics is presented.

Several methodologies, tools and standards have been designed to help IT management within organizations. Companies seek, with the use of these mechanisms, the placement of IT management and organizational strategies, mainly to ensure that IT helps with the objectives of the business and the results of the organization. Despite the vast amount of options for tools, methodologies and standards available, when they are used independently, these are not sufficiently wide-ranging to meet all the needs of IT management. This document analyzes ITIL, COBIT and ISO/IEC 27002 methodologies through literature review, highlighting their similarities and differences through the comparison between them. From this analysis, an overall structure is proposed which uses a combination of ITIL, COBIT and ISO/IEC 27002 that can be used by any organization as a more comprehensive solution for the handling and servicing of IT management. As any process, there are positive and negative points. Some negative points of a methodology may be strengthened by the positive ones of other methodologies. This creates more efficient processes.

Strategic information systems planning: A case study from the financial services industry

2 - Cross-sector security priorities and issues

Ensuring effective business/IT alignment is considered a critical task for the contemporary IT managers. One of the ways to achieve better results is to use a service-based approach. However, existing methods such as ITIL or Enterprise Architecture frameworks are very extensive and broadly oriented. General lack of appropriate methods and tools limits the use of the approach among organizations. This paper presents a service-based IT management model named SPSPR which represents a lightweight solution suitable for a variety industries and business segments including the small and medium-sized enterprises. The main goal of the proposed model is to assist with aligning business and the IT within the whole organization, and to enable effective IT support of business processes using ICT services. This paper describes a view on outsourcing areas and on their relation to the presented SPSPR model. Within the analysis, it maps these areas onto specific layers and thus supports the potential use of the SPSPR model within organizations that decide to utilize outsourcing in any of its available forms.

2414 効果的なITサービスマネジメントの実践のために(一般セッション)

Business-driven IT management (BDIM) aims at ensuring successful alignment of business and IT through thorough understanding of the impact of IT on business processes and business results, and vice versa. This thesis reviews the state of the art of BDIM research and advances it by contributing a comprehensive BDIM solution for the process of IT incident management. The solution can be used as a template for applying the BDIM methodology to other IT service management processes. The work presented in this dissertation resulted in three patent applications and is at the core of the HP IT Analytic™ product (formerly HP DecisionCenter™). This thesis was defended on March 2009.