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Title: IT service management for campus environment - practical concerns in implementation
Authors: Wan, SHC
Chan, YH 
Keywords: ITSM
Issue Date: 2007
Publisher: IEEE
Source: 2007 10th IFIP/IEEE International Symposium on Integrated Network Management : Munich, Germany, 21-25 May 2007, p. 709-712 How to cite?
Abstract: Adequate definition and adoption of standardized management processes form the foundation to enhance IT Service Management (ITSM) especially in tally with the arrangement of outsourcing operation management and contracting project development. With the establishment of defacto standard IT Infrastructure Library (ITIL) for ITSM implementation in these days, management software tools are available in the market. However, proper service management processes shall be developed to align with the existing daily operations workflow, model around ITIL framework, rather than compromising commercial product standard template. This paper first evaluates the effect of ITSM tools in practical adoption in supporting various types of service category in campus environment of technology industries. Experience sharing to address specific concerns in developing customized management process modules for the campus with service outsourcing will be discussed afterwards. Finally, a future work on proactive service impact analysis framework is defined.
ISBN: 1-4244-0799-0
Rights: © 2007 IEEE. Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE.
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