ITIL as common practice reference model for IT service management: Formal assessment and implications for practice

Proceedings - 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service, EEE-05

Volumn , Issue , 2005, Pages 704-710

  Hochstein, Axel ^a   Zamekow, Rüdiger ^a   Brenner, Walter ^a  

^a UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION; ELECTRONIC COMMERCE; INFORMATION MANAGEMENT; PROBLEM SOLVING; STRATEGIC PLANNING;

IT INFRASTRUCTURE LIBRARY (ITIL); IT SERVICE MANAGEMENT; ITIL TRANSFORMATION; REFERENCE MODEL;

INFORMATION TECHNOLOGY;

EID: 30944439484     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/EEE.2005.86     Document Type: Conference Paper

References (29)

1. Batini, C.; Ceri, S.; Navathe, S. B.: Conceptual Database Design - An Entity-Relationship-Approach. Redwood City: Benjamin Cummings, 1992.
2. Becker, J.; Knackstedt, R.; Holten, R.; Hansmann, H.; Neumann, S.: Konstruktion von Methodiken: Vorschläge für eine begriffliche Grundlegung und domänenspezifische Anwendungsbeispiele. Münster: Institut für Wirschaftsinformatik, Univerität Münster, 2001.
3. Becker, J.; Algermissen, L.; Delfmann, P.; Knackstedt, R.: Referenzmodellierung. In: Das Wirtschafsstudium (WISU), 31, 11 (2002), 1392-1395.
4. Bernhard, M.: Die IT und ihre neue Kernkompetenz - Vom Verwalter zum serviceorientierten Dienstleister. In: Bernhard, M.; Lewandowski, W.; Mann, H. (Hrsg.): Service-Level-Management in der IT. Düsseldorf: Symposion Publishing, 2000, pp. 253-262.
5. Becker, J.; Rosemann, M.; Schütte, R.: Grundsätze ordnungsmäßiger Modellierung. In: Wirtschaftsinformatik, 37, 3 (1995), 309-316.
6. British Standard Institute: BS 15000: 2000 Specification for IT Service Management. London: The Stationary Office, 2000.
7. Doughty, K.: A Framework for Incident and Change Management. In: Enterprise Operations Management, 27, 6 (2003), 1-11.
8. EXIN: Examen ITIL Foundation. 2003, http://www.exin.nl/pdfout/2004020509463482821521.pdf, Accessed on 2004-02-05.
9. Hendriks, L.; Carr, M.: ITIL: Best Practice in IT Service Management. In: van Bon, J.: The Guide to IT Service Management. Vol. 1. London: Addison-Wesley, 2002, pp. 131-150.
10. Holst, H.; Holst, J.: IT-Produkt- und Klientenmanagement. In: Information Management, 13, 2 (1998), 56-65.
11. Hochstein, A.; Hunziker, A.: Serviceorientierte Referenzmodelle des IT-Managements. In: HMD - Praxis der Wirtschaftsinformatik, 40, 232 (2003), 45-56.
12. Holzmüller, H.; Lammerts, A.; Stolper, M.: Studie: ITIL - Status und Trends in Deutschland. 2003, http://www.it-surveys.de/itsurvey/its-b.html. Accessed on 2004-01-30.
13. IT Service Management Forum: What is the itSMF? http://www.itsmf.com/about/whatis.asp, Accessed on 2004-01-29.
14. Keisch, C.; Pondman, D.; Kemmerling, G.; van Bon, J.: IT Service Management. An Introduction. Zaltbommel: Van Haren Publishing, 2002.
15. Kern, G.M.: A Framework for Service Management of Information Systems. In: Mid-American Journal of Business, 13, 1 (1998), 49-57.
16. Krogstie, J.; Lindland, O. I., Sindre, G.: Defining Quality Aspects for Conceptual Models. In: Proc. of the International Conference on Information System Concepts (ISC03). Marburg, 1995.
17. Lawes, A.: ITIL & itSMF - next Steps in the global success story. In: Proc. of the SwissICT and itSMF Conference on IT Service Management. Zürich, 2003.
18. Macfarlane, I.; Rudd, C.: IT Service Management. London: The Stationary Office, 2002.
19. Moody, D. L.; Shanks, G. G.: What makes a good data model? A Framework for Evaluating and Improving the Quality of Entity Relationship Models. In: Australian Computer Journal, 30, 3 (1998), 97-110.
20. Office of Government Commerce: IT Infrastructure Library. London: The Stationary Office, 2000.
21. Office of Government Commerce: Service Support. London: The Stationary Office, 2000.
22. Office of Government Commerce: Service Delivery. London: The Stationary Office, 2000.
23. Röwekamp, R.: ITIL Prozesse nach Plan. In: Chief Information Officer, 3, 9 (2003), 52-55.
24. Schütte, R.: Grundsätze ordnungsmäßiger Referenzmodellierung - Konstruktion konfigurations und anpassungsorientierter Modelle. Wiesbaden: Gabler, 1998.
25. Senger, E.; Österle, H.: PROMET BECS - A Project Method for Business Engineering Case Studies. Institut für Wirtschaftsinformatik, St. Gallen: University of St. Gallen, 2002.
26. Staudt, H.: ITIL vereinheitlicht IT-Service-Prozesse. In: Information Management & Consult, 18, 2 (2003), 63-67.
27. van Bon, J.: The guide to IT Service Management - Volume 1. London: Addison-Wesley, 2002.
28. Vogt, W.: fIT for benefit. Basel: Perseo Consult, 2002.
29. th European Conference on Information Systems (ECIS), Naples (Italy), 2003.