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The former automatically finds and identifies new assets for example, servers connected to the corporate network and enters information about them into a special database called the CMDB. Second, it defines the relationship between services and the infrastructure elements on which these services are built.

As a result, all processes in the IT department and the company become more transparent. We talked about how to implement asset management and work with these two applications in the corporate blog - there is a detailed practical guide one and two. In it, we covered all stages of implementation: from planning to audit. It is a process of which the optimization of IT services from an economic point of view is a part. The IT department and organization need to collect financial information to understand the big picture of costs and revenues.

The ServiceNow Financial Management module can help with the collection of this information. It is a single dashboard where IT department employees can plan budgets, keep track of costs for various activities, and issue invoices for services both to other departments of the organization and to its customers.

You can see what it looks like in our review of the ServiceNow Financial Management tool. We have also prepared a short guide to the implementation of financial management processes - in it we analyze the main stages. The purpose of this process is to monitor IT infrastructure components and load balancing. The IT department needs to understand how changes in the performance of a server or network switch will affect the quality of the service provided.

The ServiceWatch service portal can help with this task. It collects information about the infrastructure using the already mentioned Discovery module and automatically builds dependencies between business services and IT services.

We described how to collect data about IT systems using Discovery in our corporate blog. We even prepared a video on the topic. Such portals give users the opportunity to independently solve their problems with software or hardware without resorting to the help of technical support specialists.

Francis Gacenga. IOSR Journals. Ricardo Colomo Palacios. Mauricio Marrone. American Journal of Economics and Business Administration. Jorge Luis. Evandro Cortes. Linda Novita. Kim Petersen. Pablo Padilla. Karen Holt. An agile framework for ITS management in organizations.

A case study based on DevOps. Abdelkebir sahid. International Journal of Synergy in Engineering and Technology. Azham Ahmad. Mark Toleman. Journal of Global Information Technology Management.

Log in with Facebook Log in with Google. Remember me on this computer. Enter the email address you signed up with and we'll email you a reset link. Need an account? Click here to sign up. Download Free PDF. Ali Yazici. International Journal of Engineering Education. Related Papers. International Journal of Engineering Education Vol. E-mail: ali.

E-mail: paulkont gmail. The present study adds to this important stream of emerging research area and contributes by advancing the understanding of ITSM education and research issues. This paper advances the current state of knowledge on ITSM education and explores recent research trends in this area which is becoming standard towards providing quality IT services in enterprises.

Introduction of those processes [2]. Customer orientation is one of the most impor- technology elements that interact to deliver a GBS tant strategic orientations in the context of strategic Government and Business Services.

Enter- sidered as a sub-discipline of the Services Science prises require managing the delivery of services that which focuses on the delivery and support of IT support users in conducting their activities in the services to customers.

ITSM adopts the process context of business processes [9]. To date, there are 50, ITIL ities [3]. McNaughton [19] proposed a frame- according to their contributions to the required work to be used by management when initiating business process.

According to Galup et al. Galup et al. It and satisfying business requirements. Service measurement manage problems. IT organizations do not have a structured and also one of its requirements is that the organiza- approach for measuring IT services and service tion shall apply suitable methods for the monitoring management processes; and measurement of the service management pro- 2.

Tools used by service support teams do not cesses. There have been several evalua- support processes; and tion frameworks proposed and used; these were 4. There are too many options as to measure in intended to improve service quality, IT functional service management. Researchers have found that a uate levels education across the world.

Also one of number of factors are vital for implementation the engineering education program outcomes of success [27]. In Section 4, SLA. Process with discussions in Section 5 and conclusions in standardization is a fundamental principle of ITIL; Section 6. For example, in order to comply with the negotiated standards set Most business-school IT programs ignore IT sup- in the SLAs, every request for change must follow port services.

They focus on computer program- the standardized change management process [30]. Yet, IT support services accounts tice [26, 31].

Business trends, such as outsourcing, and regula- Firms must continuously assess process perfor- tory changes, have forced a business focus on IT mance and verify that their goals are met [32]. Executive management is also ITIL mandates that processes be monitored in demanding that the computing resource be viewed order to ensure that they comply with requirements from a business perspective [12]. ITSM provides a [28]. According to Iden and Eikebrokk, it is impor- framework to align IT operations-related activities tant to note that without process management, it is and interactions of technical personnel with busi- not likely that ITIL will succeed beyond its imple- ness customers and user processes [41].

While a mentation [33]. Buckby et al. Some of the versities and candidates. With this in mind, teaching the fundamental sub- may have more than one meaning and conse- jects of ITSM with the support a software e.

The IBM Tivoli and so on may be productive. On Fig. From Fig. In addition, a drop in the numbers in — only after The second set which appeared in other major indexes. For this is limited to ITSM and related frameworks and purpose, only the period current is considered standards only and is displayed in Table 3. Table 2. Table 4. Discussions ITIL education is advancing all over the world.

Recently faculty of business and management. For instance they found that Aus- This paper presents the education and research tralia 11 articles , North American 7 articles and activities in the ITSM discipline from a global European researchers 17 articles spread among 11 point of view, using the research output as displayed countries dominate the studies.

Out of thirty six in the Web of Science and also by searching the articles authors found seven categorized as concep- existing training programs at the undergraduate tual research and all are journal articles.

Nine and graduate levels all around the world. Some issues survey based and two studied progress through concerning the development of ITSM programs in case studies. Further, According to Iden and Eikeb- the universities and educational institutions are rokk [33] six research articles were found related to discussed.

Also, existing research studies Direct. As we have observed in web of science with a wider range of stakeholders will be con- summary that there is limited research in ITSM and ducted. A further study may elaborate some of the related areas. This is also supported by Iden and data about the ITSM research by performing a Eikebrokk [33] that there is only limited research on systematic review of the articles and also, by analyz- implementation strategies, methods, performance ing each of the educational programs in the world measurement, alignment and IT governance.

Orand and J. Galup and R. Most organiza- 27 2 , , pp. Galup, J. Quan, R. Dattero and S. Conger, Informa- tion technology service management: An emerging area for have a set of existing practices established.

Louis, Missiouri, USA, , pp. Van Bon, A. Kolthof, M. Pieper, E. Roze- meijer, R. Tjassing, A. Verheijen, IT and instigating process management. Galup, R. Dattero, J. Quan and S. Conger, An overview of IT service management, Communications of the as the service desk and incident management.

It has ACM, 52 5 , , pp. Cox, I. Marriott and D. Hochstein, R. Zarnekow and W. Brenner, ITIL as engineering education curriculum. Taylor, G.

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