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A Business Motivation Model for IT Service Management

A Business Motivation Model for IT Service Management

Marco Vicente, Nelson Gama, Miguel Mira da Silva
Copyright: © 2016 |Pages: 25
ISBN13: 9781466686199|ISBN10: 1466686197|EISBN13: 9781466686205
DOI: 10.4018/978-1-4666-8619-9.ch074
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MLA

Vicente, Marco, et al. "A Business Motivation Model for IT Service Management." Web Design and Development: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2016, pp. 1654-1678. https://doi.org/10.4018/978-1-4666-8619-9.ch074

APA

Vicente, M., Gama, N., & Mira da Silva, M. (2016). A Business Motivation Model for IT Service Management. In I. Management Association (Ed.), Web Design and Development: Concepts, Methodologies, Tools, and Applications (pp. 1654-1678). IGI Global. https://doi.org/10.4018/978-1-4666-8619-9.ch074

Chicago

Vicente, Marco, Nelson Gama, and Miguel Mira da Silva. "A Business Motivation Model for IT Service Management." In Web Design and Development: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 1654-1678. Hershey, PA: IGI Global, 2016. https://doi.org/10.4018/978-1-4666-8619-9.ch074

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Abstract

The Enterprise Architecture (EA) approach usually considers a set of motivational concepts that are used to model the reasons and motivations that underlie the design and change of organizations, which corresponds to their Business Motivation Model (BMM). Likewise, this BMM is also present in organizations that provide IT services. However, although ITIL has become a standard for performing IT Service Management (ITSM), there is not one holistic solution to integrate EA and ITIL. Therefore, we propose to join both approaches through the definition of a specific Enterprise Architecture to design organizations according to ITIL's best practices to perform ITSM. Thus, this paper's goal is twofold: on one hand to establish that architecture's motivation model, and, on the other, to contribute for a formal identification and representation of the ITIL business motivation model itself.

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