IT Service Management for campus environment -practical concerns in implementation

Stewart H.C. Wan, Yuk Hee Chan

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review

8 Citations (Scopus)

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.
Original languageEnglish
Title of host publication10th IFIP/IEEE International Symposium on Integrated Network Management 2007, IM '07
Pages709-712
Number of pages4
DOIs
Publication statusPublished - 2 Oct 2007
Event10th IFIP/IEEE International Symposium on Integrated Network Management 2007, IM '07 - Munich, Germany
Duration: 21 May 200725 May 2007

Conference

Conference10th IFIP/IEEE International Symposium on Integrated Network Management 2007, IM '07
CountryGermany
CityMunich
Period21/05/0725/05/07

Keywords

  • Campus
  • ITIL
  • ITSM
  • Outsourcing

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Hardware and Architecture
  • Software

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