An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part II

An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part II

Manuel Mora (Universidad Autónoma de Aguascalientes, Aguascalientes, Mexico), Jorge Marx Gomez (Department of Informatics, Oldenburg University, Oldenburg, Germany), Rory V. O'Connor (School of Computing, Dublin City University, Dublin, Ireland), Mahesh Raisinghani (School of Management, Texas Woman's University, Denton, TX, USA) and Ovsei Gelman (National Autonomous University of Mexico, Mexico City, Mexico)
DOI: 10.4018/ijitsa.2015010104

Abstract

The main international IT Service Management processes frameworks (ITIL v2, ISO/IEC 20000, COBIT 4.0, CMMI-SVC, MOF 4.0, and ITUP) include the design of IT services as part of their main best practices. However, despite having a common purpose and conceptual structure, they are organized differently. Hence, ITSM academic researchers and practitioners need to integrate a broad and diverse literature in relation to these frameworks. In Part I of this research, the authors pursued the goal of a descriptive-comparative analysis of fundamental concepts and IT service architecture design models used in the seven ITSM frameworks. In this paper (Part II) we complete this systemic analysis by using the ISO/IEC 15288 systems engineering standard and focusing on the IT design processes and practices reported in the aforementioned ITSM frameworks. Specifically, CMMI-SVC and ITUP are assessed in overall as the strongest frameworks from an engineering view, MOF 4.0 and ITIL v3 as moderate, and ISO/IEC 20000, ITIL v2 and COBIT as the weakest. ITSM academicians and in particular practitioners thus will need to distinguish their utilization according to the level of required detail of the IT service design process. This paper aims to advance our comprehension and understanding on the state of the art regarding what are IT services and how they can be designed. Thus it is of broad significance to ITSM researchers and practitioners.
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Introduction

In the Part I of this research (Mora et al., 2014), we addressed the practical and research issues experienced by Information Technology Service Management (ITSM) practitioners and academic researchers alike, regarding the broad and diverse literature on the fundamental concepts and IT architecture design models used in the main seven ITSM processes frameworks: ISO/IEC 20000 (ISO, 2005; 2010), ITIL v2 (van Bon et al., 2005), ITIL v3 (Cartlidge, 2007; van Von et al., 2007), COBIT (ITGI, 2005), CMMI-SVC (SEI, 2010), ITUP® (EMA, 2006; Ganek & Kloeckner, 2007; IBM, 2010), and MOF® 4.0 (Microsoft, 2008).

Accordingly we have conducted an extensive review of IT service design processes of the aforementioned seven relevant ITSM processes frameworks. Research questions were established as follows: (i)what are the foundational concepts of service, IT service, system and service system used in each ITSM processes framework?; (ii) what is the used description for an IT service architecture design in each ITSM processes framework ?; and (iii) what are the degree of compliance of the first two previous elements regarding the modern view of services and service systems ?

In this Part II of this research, we complete our analysis focusing on the IT service design processes and practices reported in the seven ITSM processes frameworks. For this aim, we use again a systems view through the system engineering standard ISO/IEC 15288. The systems engineering discipline concerns with the integrated design of man-made systems under an organizational context, has elaborated systematic design processes (Buede, 2000; Sage, 2000; Farr & Buede, 2003). The standard ISO/IEC 15288 (ISO, 2007) is the main one used in this research for conducting a comparison of the design process posed in the seven ITSM process frameworks versus the standardized ISO/IEC 15288 processes (e.g. versus the specific processes related with the system design purpose). This systems engineering standard ISO/IEC 15288 has been used previously as a theoretical framework for conceptual studies in the domain of business organizational process (Arnold & Budson, 2004) and design of eco-industrial parks (Haskins, 2007).

Given that designing an IT service must consider the interactions of several human and technology components (hardware, software, DBMS, networks, data, applications, environment, and internal and external teams), an IT service and their generative IT service system constitutes man-made engineered systems. Consequently, IT service design processes, and their detailed study on how to systematically conduct it emerges as a relevant systems engineering design problem (Uebernickel, 2006; Ebert et al., 2007; Weist, 2009; Alter, 2011, 2012).

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