An Approach for IT Service Management of Research Institutes


An Approach for IT Service Management of Research Institutes

Konrad, U.; Lemke, C.

In times of scarce resources and increasing demands, an optimum IT support requires a greater service orientation and a more systematic description and management. While IT Service Management (ITSM) previously in the industry has become a standard, there are so far, only few best practice examples at universities and research institutions. The essential characteristic of this paradigm shift in the way of IT provisioning is to align IT with the specific business processes of the organization.

This paper proposes an approach to ITSM for research institutes that achieves an IT and business alignment in the context of an IT service orientation, based on ITIL v3. Starting with a description of the business processes in the context of research institutions the required IT services structure can be derived. A draft of a generic business process map providing the basis for the definition and design of IT services has been found. The resulting IT service and IT function catalogues combine the business and technical view. This provides the first step towards the development of a standardized and efficient implementation reference model for ITSM in the research area. The goal of this ongoing project is to develop a practical framework for the ITSM of research institutes and an IT management information system prototype.

Keywords: IT Service Management; ITIL v3; IT service orientation; business alignment

  • Contribution to proceedings
    Innovation Information Technologies: Theory and Practices, 08.-13.04.2011, Ufa, Russia
    Proceedings of the International Workshop "Innovation Information Technologies: Theory and Practice", 978-5-4221-0159-7, 1-4

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