On the implementation of IT service management in service outsourcing campus

Pao Yue-kong Library Electronic Theses Database

On the implementation of IT service management in service outsourcing campus

 

Author: Wan, Hon-chi Stewart
Title: On the implementation of IT service management in service outsourcing campus
Degree: Eng.D.
Year: 2008
Subject: Hong Kong Polytechnic University -- Dissertations.
Electronic data processing departments -- Contracting out.
Information technology -- Management.
Department: Dept. of Electronic and Information Engineering
Pages: xi, 154 leaves : col. ill. ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2266148
URI: http://theses.lib.polyu.edu.hk/handle/200/5162
Abstract: During the past decade in the IT industry, a paradigm shift in managing IT was observed. IT users concern themselves more in IT service management than traditional device-oriented IT system or network components. Within the term business-driven IT services, it has raised new challenges in the area of IT service management, especially in the area of service level agreement with the service provider and the service-oriented management of system and network faults. When a customer uses IT services for business functions, her major concerns are the quality of service and its created value. How a service provider supports and delivers service according to service level agreement and attains the target key performance indicators could be a real challenge in the management of IT service. This thesis aims to achieve two results:- 1) With the help of a case study, it is proposed to show that implementing appropriate IT Service Management (ITSM) processes in IT operations can improve the service performance in several aspects. The 48 months case study covered a campus-wide IT operation in Hong Kong. The observations before and after the adoption of ITSM are evaluated and presented to illustrate the benefits and lessons learnt for the adoption of IT Infrastructure Library (ITIL)-based ITSM processes in commercial operations. 2) A framework is proposed to improve the service-oriented event management in ITSM processes. Unlike the traditional device-oriented IT management approach, the weighting system in fault discovery and notification tools is based on its severity level affecting the entire operation. This does not reflect truly the extent of the business criticality and user importance. The proposed framework correlates device-oriented alerts with the above two aspects. To show its feasibility, the ITSM process and the proposed framework have been tested and successfully implemented in stages in a real situation, namely in the campus of "Hong Kong Science Park".

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