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DNA Model of IT Service Assets

DNA Model of IT Service Assets

Stuart D. Galup, Ronald Dattero, Jayne Groll
Copyright: © 2013 |Pages: 31
ISBN13: 9781466638945|ISBN10: 146663894X|EISBN13: 9781466638952
DOI: 10.4018/978-1-4666-3894-5.ch006
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MLA

Galup, Stuart D., et al. "DNA Model of IT Service Assets." Best Practices and New Perspectives in Service Science and Management, edited by Patricia Ordóñez de Pablos and Robert D. Tennyson, IGI Global, 2013, pp. 92-122. https://doi.org/10.4018/978-1-4666-3894-5.ch006

APA

Galup, S. D., Dattero, R., & Groll, J. (2013). DNA Model of IT Service Assets. In P. Ordóñez de Pablos & R. Tennyson (Eds.), Best Practices and New Perspectives in Service Science and Management (pp. 92-122). IGI Global. https://doi.org/10.4018/978-1-4666-3894-5.ch006

Chicago

Galup, Stuart D., Ronald Dattero, and Jayne Groll. "DNA Model of IT Service Assets." In Best Practices and New Perspectives in Service Science and Management, edited by Patricia Ordóñez de Pablos and Robert D. Tennyson, 92-122. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-3894-5.ch006

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Abstract

In this paper, the service assets (resources and capabilities) associated with Information Technology (IT) services are investigated through a DNA (Dynamic Network Analysis) model. An illustrative example for IT services is analyzed using the model. Specifically discussed are the relationships among Agents, the Knowledge and Resources that Agents require to perform their job Role, and the Tasks that the Agents perform during the execution of their job Role. Selected resulting metrics are detailed and the managerial implications are presented for improving the efficiency and effectiveness of organizational process.

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