SPSPR Model - Framework for ICT Services Management

In this work, we investigate an online service management problem in vehicular edge computing networks. To satisfy the varying service demands of mobile vehicles, a service management framework is required to make decisions on the service lifecycle to maintain good network performance. We describe the service lifecycle consists of creating an instance of a given service (scale-out), moving an instance to a different edge node (migration), and/or termination of an underutilized instance (scale-in). In this paper, we propose an efficient online algorithm to perform service management in each time slot, where performance quality in the current time slot, the service demand in future time slots, and the minimal observed delay by vehicles and the minimal migration delay are considered while making the decisions on service lifecycle. Here, the future service demand is computed from a gated recurrent unit (GRU)based prediction model, and the network performance quality is estimated using a deep reinforcement learning (DRL) model which has the ability to interact with the vehicular environment in real-time. The choice of optimal edge location to deploy a service instance at different times is based on our proposed optimization formulations. Simulation experiments using real-world vehicle trajectories are carried out to evaluate the performance of our proposed demand-prediction based online service management (DOSM) framework against different state-of-the-art solutions using several performance metrics.

IT service catalogs are a pivotal element for managing IT services in many organizations, in accordance with common practice IT service management frameworks such as the IT Infrastructure Library. However, both in theory and practice, IT service catalogs are underspecified as much emphasis is put on the structure and content of the catalogs while the use and integration into IT service management processes are often neglected. Consequentially, the aim of the present paper is to propose a maturity model for IT service catalogs that covers structure and content as well as use and integration. This advances our understanding of this pivotal artifact in many IT service management systems and helps practitioners to identify improvement potentials for their IT service catalog-related practices.

A framework and associated metrics and measures that can be used to measure the performance of IT service management with an accompanying contingency theory of IT service management.

IT service management and incident management is a hot topic in every company which serves IT services and they require human effort to manage. In ITIL framework for IT service management, it's always useful to link the incidents with configuration items, in other words the assets or components necessary to deliver IT services and this task is managed manually by IT support technicians in many IT service management tools. The aim of the study is to remove this manual linking step by applying text classification methods and instead to provide an automatic assignment of CI's to incidents. Four of the text classification methods, Naive Bayes Multinomial, k-Nearest Neighbor, Support Vector Machine and J48 decision tree classifiers, are used on three different sets of incidents extracted from the same database by using different filters. The impact of some pre-processing steps is compared on different sizes of datasets.

The main objective of the Service Level Management process is to ensure that an agreed level of IT service is provided for all current IT services and that future services are delivered to agreed achievable targets. The number of agreed SLAs has rapidly increased in the IT industry while more and more IT customers have become aware of Service Level Management best practices. IT Infrastructure Library (ITIL) is the most widely used IT service management framework that provides best practices for implementing IT service management processes including Service Level Management. The research problem of this study is: how Service Level Agreements can be implemented with an IT service management tool. We use a combination of IT service management and knowledge management approach to study the problem. The main contribution of this paper is to present results of a case study that focused on improving Service Level Management practices in a Finnish IT service provider company Tieto.

Several frameworks have been developed to assist the analysis of service management systems. However, most of these frameworks only capture limited aspects of a service-oriented enterprise. This paper first reviews several popular service management frameworks. An enterprise architecture approach that is commonly used in information systems planning has been adapted to integrate various service management frameworks and tools, as well as to support the planning and documentation of a service-oriented enterprise. The proposed service-oriented enterprise architecture (SOEA) includes the following aspects: service, process, people, information, and motivation. Each aspect can be viewed from a strategic, tactical, and operational level. The mapping of the conceptual constructs of existing service management frameworks to the proposed SOEA is discussed in detail.

The ETSI's Zero touch network and Service Management (ZSM) framework is a prominent initiative to tame the envisioned complexity in operating and managing 5G and beyond networks. To this end, the ZSM framework promotes the shift toward full Automation of Network and Service Management and Operation (ANSMO) by leveraging the flexibility of SDN/NFV technologies along with Artificial Intelligence, combined with the portability and reusability of model-driven, open interfaces. Besides its benefits, each leveraged enabler will bring its own security threats, which should be carefully tackled to make the ANSMO vision a reality. This paper introduces the ZSM's potential attack surface and recommends possible mitigation measures along with some research directions to safeguard ZSM system security.

This document presents a new approach to Internet network management without changing the basic rules of the interface and encapsulation mechanisms of standard management transport protocols. The Internet network services management framework (INSMF) tries to overcome the most important limitations of the Internet network management framework (INMF) by adding a new extension-model to it, using a network service management distributed architecture that provides services management functions with any desired level of functionality. The specification of a generic domain name service (DNS) management service is presented, as a way to illustrate the capabilities and potential of the proposed framework.

The global trend of Future Internet related experimentally driven research has gained a strong momentum. In this context sustainability and the best use of developed infrastructures are highly critical. While many facilities have reached a level of maturity that allows them to be opened up to a wider use, mainly the academic sectors have been targeted. The Fanning out Testbeds-as-a-Service for the EIT ICT1 (FanTaaStic) project explores best practices, has performed a gap analysis, investigates applicable business models and works out a concept for the operation of a self-sustainable commercial testbed service offering. For defining the operational model, an analysis of available tools and frameworks from past and current Future Internet testbed projects is being carried out, based on a standard framework that defines the required processes and applications for the carrier grade operation of telecommunication infrastructures and provisioning of services. The business model is defined as a gradually growing service offering, based on categories of a framework for IT Service Management in federated e-infrastructures. The applicability of both, the developed business and operational model for such a sustainable federation will initially be implemented and evaluated in 2014.

While worms and their propagation have been a major security threat over the past years, causing major financial losses and down times for many enterprises connected to the Internet, we will argue in this paper that valuable lessons can be learned from them and that network management, which is the activity supposed to prevent them, can actually benefit from their use. We focus on five lessons learned from current malware that can benefit to the network management community. For each topic, we analyse how it is been addressed in standard management frameworks, we identify their limits and describe how current malware already provides efficient solutions to these limits. We illustrate our claim through a case study on a realistic application of worm based network management, which is currently developed in our group.

65. This chapter reflects work carried out by UNCTAD and other international organizations (OECD, G20, WTO) in relation to topics regarding the statistical measurement of the digital economy since 2009. It describes the main statistical standards covering the calculation of the core ICT indicators on: use of ICT by businesses (section 4.1); the ICT sector (4.2); trade in ICT goods and services (4.3 and 4.4); trade in ICT-enabled services (4.5) and e-commerce (4.6). It also presents metadata associated to the Partnership's core ICT indicators, such as methods of calculation and definitions of terms. Related information can be found in Chapter 6 (model questions and questionnaires for relevant business surveys) and Chapter 7 (designing business ICT surveys, including questions of scope, coverage, units, sampling, and data processing) as well as in Annexes 8 (classification of ICT goods), 9 (classification of ICT services) and 10 (classification of ICT-enabled services). The most recent model questionnaires of OECD and Eurostat are included in Annexes 4 and 5, respectively.

The main objective of this paper was to examine the relationship between management of educational support services and the attainment of Universal Basic Education goals in Cross River State. Three null hypotheses were formulated in this study. The study adopted correlational research design. Census technique was employed in selecting the entire population of 2,078 primary school administrators in the state. The instruments used for data collection were “Management of Educational Support Services Questionnaire (MESSQ); and Attainment of Universal Basic Education Goals Questionnaire (AUBEGQ)” respectively. The data collected were analyzed using descriptive statistics, while the null hypotheses were all tested using Pearson Product Moment Correlation Analysis at .05 alpha levels. The results from the study revealed that; management of guidance/counselling services, staff development services, and ICT services are significantly related to the attainment of Universal Basic Education goals respectively. Based on these results, it was recommended among others that; the ministry of education should ensure that there is adequate provision of professional guidance counsellors to every primary school in Cross River State in order to help address the psychological and persona-social needs of the pupils.

The article discusses a definition of service in the local government in CR that uses process management as part of the EA meta model.. This definition is a follow up of the analysis regarding effective local government in CR that is based on process management usage together with the enterprise architecture elements. Service definition in this article is regarding the logic of creation of business service in the proposed EA meta model, definition of business service against the definition of ICT service and putting local government service in the wider context of service catalog for public administration.

The research undertaken within a Greek IT organisation specialising in service provisioning to the Greek banking sector discusses the various aspects of a number of identified environment factors within five distinct IT projects which affect the requirements analysis phase. Project Management (PMBOK® Guide 4th ed.), IT Service Management (ITIL® v3) and Business Analysis (BABOK® Guide 2.0) framework practices applied to the various IT projects are highlighted in regard to improved activity execution. Project issue management, stakeholder management, time management, resources management, communication management and risk management aspects are presented. These are then linked to the identified environment factors so as to indicate the adaptability of an IT support team to changing environment factors in IT project environments and how the fulfilment of these factors can significantly contribute to effective requirements analysis and enhance the requirements management cycle.

The modern business environment and global covid-19 pandemic effects have led to any relevant business organizational activity, like e-commerce, to rely on on-premise and cloud information technology (IT) services. To deliver high-quality IT services, plan-driven IT Service Management (ITSM) frameworks and standards have been used in business organizations in the last two decades. Nowadays, new and claimed agile ITSM frameworks and standards have emerged but there is a scarcity of studies on their extent of agility coverage. This research addresses this knowledge gap. First, we elaborated a plausible Integrative Agile ITSM Framework of Tenets and Practices from a selective review of the main related SwE and ITSM literature. Second, we populated the integrative framework with all available evidence about the agile tenets and practices reported in the official publications of the new five ITSM frameworks and standards. Third, we explored its utilization with a Panel of ITSM Experts for ranking how much the new five ITSM frameworks and standards fit the integrative framework. Exploratory results revealed high concordance among experts to qualify ITIL v4 and VeriSM as agile, and FitSM, and the two ISO/IEC standards as lightweight but not agile. This research contributes to the ITSM literature with an Integrative Agile ITSM Framework of Tenets and Practices, and the ITSM practice with an exploratory evaluation from ITSM experts on the adherence to it from the new five ITSM frameworks and standards. Given the critical dependence of any business activity on IT services, further theoretical and empirical research is worthy to be pursued.