A model for implementation of IT service management in Zimbabwean state universities
Several IT service management (ITSM) frameworks have been deployed and are being adopted by companies and institutes without redefining the framework to a model which suits their IT departments’ operating environment and requirements. An IT service management model is propos...
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| Format: | Article |
| Language: | English |
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International Journal of Computer Science and Business Informatics
2017
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| Online Access: | https://www.researchgate.net/publication/301778134 http://hdl.handle.net/11408/1938 |
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| author | Zhou, Munyaradzi Ruvinga, Caroline Musungwini, Samuel Zhou, Tinashe G. |
| author_facet | Zhou, Munyaradzi Ruvinga, Caroline Musungwini, Samuel Zhou, Tinashe G. |
| author_sort | Zhou, Munyaradzi |
| collection | DSpace |
| description | Several IT service management (ITSM) frameworks have been deployed and are being adopted by companies and institutes without redefining the framework to a model which suits their IT departments’ operating environment and requirements. An IT service management model is proposed for Zimbabwean universities and is a holistic approach through integration of Operational Level Agreements (OLAs), Service Level Agreement (SLAs) and IT Service Catalogues (ITSCs). OLA is considered as the domain for describing IT Service management and its attainment is geared by organizational management and IT section personnel in alignment with the mission, vision and values of the organization. Explicitly defining OLAs will aid management in identification of key services and processes in both qualitative and quantitative form (SLAs). After defining SLAs then ITSCs can be formulated, a measure which is both customer and IT service provider centric and acts as the nucleus of the model. Redefining IT Service Management from this perspective will result in deriving value from IT service management frameworks and customer satisfaction. |
| format | Article |
| id | ir-11408-1938 |
| institution | My University |
| language | English |
| publishDate | 2017 |
| publisher | International Journal of Computer Science and Business Informatics |
| record_format | dspace |
| spelling | ir-11408-19382022-06-27T13:49:06Z A model for implementation of IT service management in Zimbabwean state universities Zhou, Munyaradzi Ruvinga, Caroline Musungwini, Samuel Zhou, Tinashe G. SLAs, OLAs, ITSCs, ITSM Several IT service management (ITSM) frameworks have been deployed and are being adopted by companies and institutes without redefining the framework to a model which suits their IT departments’ operating environment and requirements. An IT service management model is proposed for Zimbabwean universities and is a holistic approach through integration of Operational Level Agreements (OLAs), Service Level Agreement (SLAs) and IT Service Catalogues (ITSCs). OLA is considered as the domain for describing IT Service management and its attainment is geared by organizational management and IT section personnel in alignment with the mission, vision and values of the organization. Explicitly defining OLAs will aid management in identification of key services and processes in both qualitative and quantitative form (SLAs). After defining SLAs then ITSCs can be formulated, a measure which is both customer and IT service provider centric and acts as the nucleus of the model. Redefining IT Service Management from this perspective will result in deriving value from IT service management frameworks and customer satisfaction. 2017-05-03T07:45:22Z 2017-05-03T07:45:22Z 2014 Article 1694-2108 https://www.researchgate.net/publication/301778134 http://hdl.handle.net/11408/1938 en International Journal of Computer Science and Business Informatics;Vol. 14, No. 1; p. 58-65 open International Journal of Computer Science and Business Informatics |
| spellingShingle | SLAs, OLAs, ITSCs, ITSM Zhou, Munyaradzi Ruvinga, Caroline Musungwini, Samuel Zhou, Tinashe G. A model for implementation of IT service management in Zimbabwean state universities |
| title | A model for implementation of IT service management in Zimbabwean state universities |
| title_full | A model for implementation of IT service management in Zimbabwean state universities |
| title_fullStr | A model for implementation of IT service management in Zimbabwean state universities |
| title_full_unstemmed | A model for implementation of IT service management in Zimbabwean state universities |
| title_short | A model for implementation of IT service management in Zimbabwean state universities |
| title_sort | model for implementation of it service management in zimbabwean state universities |
| topic | SLAs, OLAs, ITSCs, ITSM |
| url | https://www.researchgate.net/publication/301778134 http://hdl.handle.net/11408/1938 |
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