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Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/1518

Title: IT service management for campus environment - practical concerns in implementation
Authors: Wan, Stewart H. C.
Chan, Yuk-hee
Subjects: ITSM
ITIL
Outsourcing
Campus
Issue Date: 2007
Publisher: IEEE
Citation: 2007 10th IFIP/IEEE International Symposium on Integrated Network Management : Munich, Germany, 21-25 May 2007, p. 709-712.
Abstract: Adequate definition and adoption of standardized management processes form the foundation to enhance IT Service Management (ITSM) especially in tally with the arrangement of outsourcing operation management and contracting project development. With the establishment of defacto standard IT Infrastructure Library (ITIL) for ITSM implementation in these days, management software tools are available in the market. However, proper service management processes shall be developed to align with the existing daily operations workflow, model around ITIL framework, rather than compromising commercial product standard template. This paper first evaluates the effect of ITSM tools in practical adoption in supporting various types of service category in campus environment of technology industries. Experience sharing to address specific concerns in developing customized management process modules for the campus with service outsourcing will be discussed afterwards. Finally, a future work on proactive service impact analysis framework is defined.
Rights: © 2007 IEEE. Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE.
This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author's copyright. In most cases, these works may not be reposted without the explicit permission of the copyright holder.
Type: Conference Paper
URI: http://hdl.handle.net/10397/1518
ISBN: 1-4244-0799-0
Appears in Collections:EIE Conference Papers & Presentations

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