Service management in operations

14th Americas Conference on Information Systems, AMCIS 2008

Volumn 6, Issue , 2008, Pages 3884-3893

  Conger, Sue ^a   Winniford, Maryanne ^b   Erickson Harris, Lisa ^c  

^a UNIVERSITY OF DALLAS   (United States)

^b Mesa State University   (United States)

^c Enterprise Management Associates   (United States)

Author keywords

Cmmi; Cobit; It service management; Itil; Service; Service level management; Slm

Indexed keywords

CMMI; COBIT; IT SERVICE MANAGEMENT; ITIL; SERVICE; SERVICE LEVEL MANAGEMENT; SLM;

ACCESS CONTROL; INFORMATION SYSTEMS; MANAGEMENT;

INFORMATION DISSEMINATION;

EID: 84870261829     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (13)

1. Anonymous, Service Level Management, Forrester Research, Inc., 15(4), February, 1998.
2. Cash, J. I. and Perlson, K., The Future CIO, InformationWeek, Oct. 18, 2004, http://www.informationweek.com/story/showArticle.jhtml?articleID=49901186.
3. Drucker, P., ITIL Driving Excellence through Education, Presentation at the 1st Annual ITSMF-USA Academic Forum, Dallas, TX, October 29, 2006.
4. EMA, BSM and SLM: Concepts in Transition, Enterprise Management Associates (EMA), September, 2005.
5. Finden-Brown, C. and Long, J. "Introducing the IBM Process Reference Model for IT: PRM-IT Sequencing the DNA of IT Management," IBM Global Services, July 2005.
6. Fleming, W. "Using Cost of Service to Align IT", Presentation at itSMF, Chicago, IL, 2005.
7. Galup, S., Dattero, R., Quan, J., and Conger, S., An Overview of Information Technology Service Management, Communications of the ACM, forthcoming.
8. ISO/IEC 20000-1 Information Technology - Service Management - Part 1: Specification, and Part 2: Code of Practice, International Standards Organization, Geneva, Switzerland, 2005.
9. Lynch, C. G. (2006). Most Companies Adopting ITIL® Practices. CIO Magazine.
10. Sherman, P., IT Alignment, Presentation at the 1st Annual ITSMF-USA Academic Forum, Dallas, TX, October 28, 2006.
11. Sturm, R., Morris, W. and Jander, M. Foundations of Service Level Management. Sams Publishing, Indianapolis, IN, 2003.
12. U.S.Census Bureau (2008). North American Industry Classification System (NAICS). http://www.census.gov/epcd/www/naics.html
13. van Bon, J. IT Service Management: An Introduction. IT Service Management Forum, Van Haren Publishing, UK, 2002. ISBN 90-806713-4-7.