IT Service Management Architectures

IT Service Management Architectures

Torben Tambo (Aarhus University, Denmark) and Jacob Filtenborg (Aarhus University, Denmark)
Copyright: © 2019 |Pages: 13
DOI: 10.4018/978-1-5225-7766-9.ch032
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Abstract

IT service providers tend to view their services as quasi-embedded in the client organization infrastructure. Therefore, IT service providers lack a full picture of being an organization with its own enterprise architecture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLAs and KPIs based on ITIL and newer frameworks like SIAM.
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Background

Most companies and organizations are increasingly dependent on information technology (IT) and IT services. As technology is becoming more distant and commoditized in the form of cloud services and fragmented between highly specialized vendors, management of services is getting comparatively more critical (Amanatullah et al., 2013). IT Service Management (ITSM) is thus the adaptation of the right services to the right business.

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