Increasing competition in service businesses (eg: Information Technology, Healthcare, Education, Logistics, Distribution, Hospitality Financial and other services) is compelling corporates to adopt business improvemen...Increasing competition in service businesses (eg: Information Technology, Healthcare, Education, Logistics, Distribution, Hospitality Financial and other services) is compelling corporates to adopt business improvement philosophies and methodologies for addressing customer demands for better quality service and organizational demands for improving the profit margins through cost reduction. Many companies around the world have already implemented Information Technology Infrastructure Library (ITIL) as a way to manage and control their Information Technology (IT) Departments more effectively. These companies are now willing to improve their ITIL processes in order to become even more efficient. Lean Six Sigma is a methodology that has been suggested as a means to resolve these problems, reducing costs and improving quality. Its application in the IT Services area is becoming increasingly popular among researchers and academicians and can be used to conduct these improvements. Despite the application of lean six sigma approaches to different contexts in the service sector, the application of Lean Six Sigma approaches in service delivery specific to Information Technology Service Management (ITSM) remains largely untested. The purpose of this paper is to implement Integrated Lean Six Sigma for Software application support services and evaluate the benefits of continual service improvement over ITIL.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Increasing competition in service businesses (eg: Information Technology, Healthcare, Education, Logistics, Distribution, Hospitality Financial and other services) is compelling corporates to adopt business improvement philosophies and methodologies for addressing customer demands for better quality service and organizational demands for improving the profit margins through cost reduction. Many companies around the world have already implemented Information Technology Infrastructure Library (ITIL) as a way to manage and control their Information Technology (IT) Departments more effectively. These companies are now willing to improve their ITIL processes in order to become even more efficient. Lean Six Sigma is a methodology that has been suggested as a means to resolve these problems, reducing costs and improving quality. Its application in the IT Services area is becoming increasingly popular among researchers and academicians and can be used to conduct these improvements. Despite the application of lean six sigma approaches to different contexts in the service sector, the application of Lean Six Sigma approaches in service delivery specific to Information Technology Service Management (ITSM) remains largely untested. The purpose of this paper is to implement Integrated Lean Six Sigma for Software application support services and evaluate the benefits of continual service improvement over ITIL.
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.
