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An extensive review of IT service design in seven international ITSM processes frameworks: Part I
Mora, Manuel; Raisinghani, Mahesh; O'Connor, Rory; Gomez, Jorge; Gelman, Ovsei
An IT service design process is considered to be a fundamental piece of the seven key international IT Service Management (ITSM) processes frameworks (ITIL v2, ITIL v3 (and ITIL v2011), ISO 20000-4, CobIT 4.0, CMMI-SVC, MOF 4.0, and ITUP). Nevertheless the availability of IT service design processes, few –if any- descriptive-comparative studies among them have been reported. Thus, in this paper (Part I), we address this knowledge gap. An extensive descriptive-comparative review of seven IT service design processes in aforemen- tioned frameworks is reported. Fundamental concepts (viz., design as noun, design as verb, service, service system, IT service, IT service system, and IT service architecture design) are analyzed by using a Systems Approach. Our findings indicate that the frameworks ITIL v2, ISO/IEC 20000 and Cobit 4.0 are using weak systemic concepts, while the frameworks ITIL v3, CMMI-SVC, ITUP and MOF 4.0 are more foundationally congruent with the new service systems view. Implications for ITSM theory and practice are discussed.
Keyword(s): Information technology; Software engineering; CMMI-SVC; Cobit 4.0; ISO/IEC 20000; IT Service Design; ITIL V2; ITIL V3; ITSM Processes Frameworks; ITUP; MOF 4.0; Systems Services
Publication Date:
Type: Other
Peer-Reviewed: Unknown
Language(s): English
Institution: Dublin City University
Citation(s): Mora, Manuel, Raisinghani, Mahesh, O'Connor, Rory ORCID: 0000-0001-9253-0313 <>, Gomez, Jorge and Gelman, Ovsei (2014) An extensive review of IT service design in seven international ITSM processes frameworks: Part I. International Journal of Information Technologies and Systems Approach, 7 (2). pp. 83-107. ISSN 1935-5718
Publisher(s): IGI Global
File Format(s): application/pdf
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First Indexed: 2015-04-29 05:21:59 Last Updated: 2019-02-09 06:23:25