With the service industry and information technology developing, Service innovation occurs continually in business today. It is important for service firms to understand the service＇s business and process; customer k...With the service industry and information technology developing, Service innovation occurs continually in business today. It is important for service firms to understand the service＇s business and process; customer knowledge including needs, expectations and experiences. However, employees are key factor to collect the customer＇s advice. At the same time, employees may organize customers for the new service. So, the integration of employees and customers will help service firm in the way of developing a new service and upgrading a service. The paper describes some models to explain the relation based on some literatures and give some advices for service firms. At last, we introduce an IT service case展开更多
Planning and implementation as well as increased control over the Business Continuity Management （BCM） is a complex task in the company requiring adequate resources. BCM aims to reduce risks and develops plans for r...Planning and implementation as well as increased control over the Business Continuity Management （BCM） is a complex task in the company requiring adequate resources. BCM aims to reduce risks and develops plans for restoring business activities if they are interrupted by a disaster. The purpose of the paper is to analyze and describe two standards, Information Technology Infrastructure Library （ITIL） and Control Objectives for Information and Related Technology （COBIT）, especially their mapping for the improved planning and implementation of the BCM as well as the increased control over the BCM activities. COBIT is used more as a management framework, providing management tools, such as control objectives, metrics and maturity models in order to complement the control framework. ITIL includes process steps and tasks because it is more oriented towards IT processes （process framework）, defining the best practice for IT service management. Within this mapping, ITIL processes may be used to achieve and demonstrate compliance with COBIT control objectives for BCM process.展开更多
文摘With the service industry and information technology developing, Service innovation occurs continually in business today. It is important for service firms to understand the service＇s business and process; customer knowledge including needs, expectations and experiences. However, employees are key factor to collect the customer＇s advice. At the same time, employees may organize customers for the new service. So, the integration of employees and customers will help service firm in the way of developing a new service and upgrading a service. The paper describes some models to explain the relation based on some literatures and give some advices for service firms. At last, we introduce an IT service case
文摘Planning and implementation as well as increased control over the Business Continuity Management （BCM） is a complex task in the company requiring adequate resources. BCM aims to reduce risks and develops plans for restoring business activities if they are interrupted by a disaster. The purpose of the paper is to analyze and describe two standards, Information Technology Infrastructure Library （ITIL） and Control Objectives for Information and Related Technology （COBIT）, especially their mapping for the improved planning and implementation of the BCM as well as the increased control over the BCM activities. COBIT is used more as a management framework, providing management tools, such as control objectives, metrics and maturity models in order to complement the control framework. ITIL includes process steps and tasks because it is more oriented towards IT processes （process framework）, defining the best practice for IT service management. Within this mapping, ITIL processes may be used to achieve and demonstrate compliance with COBIT control objectives for BCM process.
