Towards an Agile IT Service Management Framework

Résultats de recherche: Contribution à un journal/une revueArticle

Résumé

For a couple of decades, information technology (IT) as well as its management have been evolving towards more agility. Cloud computing and service-oriented computing enable to increase the agility of, respectively, the hardware and the software components of IT services. Similarly, companies use more and more often agile methods for managing their IT projects. This means that a major part of IT organizations can follow the values and principles of the Agile theory, which shares many similarities with the service science. However, regarding the management of the IT operations, the existing solutions are largely process-oriented and focus on the control and the respect of the initial commitments. Thereby, these solutions, called IT Service Management methods, are not aligned with the agile values and principles. In response, we propose the basics of a future agile IT Service Management (ITSM) framework. To do so, we revisit the values and principles of the Agile Manifesto to best suit the ITSM context. We also identify some practices applied in the current ITSM methods which (partially) block the evolution towards more agility in ITSM. These practices are discussed and rewritten accordingly.
langueAnglais
Numéro d'article4
Pages263-274
journalService Science
Volume9
étatPublié - 2017

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Information technology
Cloud computing
Computer hardware
Industry

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    title = "Towards an Agile IT Service Management Framework",
    abstract = "For a couple of decades, information technology (IT) as well as its management have been evolving towards more agility. Cloud computing and service-oriented computing enable to increase the agility of, respectively, the hardware and the software components of IT services. Similarly, companies use more and more often agile methods for managing their IT projects. This means that a major part of IT organizations can follow the values and principles of the Agile theory, which shares many similarities with the service science. However, regarding the management of the IT operations, the existing solutions are largely process-oriented and focus on the control and the respect of the initial commitments. Thereby, these solutions, called IT Service Management methods, are not aligned with the agile values and principles. In response, we propose the basics of a future agile IT Service Management (ITSM) framework. To do so, we revisit the values and principles of the Agile Manifesto to best suit the ITSM context. We also identify some practices applied in the current ITSM methods which (partially) block the evolution towards more agility in ITSM. These practices are discussed and rewritten accordingly.",
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    Towards an Agile IT Service Management Framework. / Verlaine, Bertrand.

    Dans: Service Science, Vol 9, 4, 2017, p. 263-274.

    Résultats de recherche: Contribution à un journal/une revueArticle

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