Title :
A Conceptual Model of IT Service Problem Managementz
Author :
Jäntti, Marko ; Eerola, Anne
Author_Institution :
Dept. of Comput. Sci., Kuopio Univ.
Abstract :
IT service providers need a systematic problem management model to handle problems in IT services effectively. However, many IT organizations have difficulties in establishing a problem management model that is suitable for a service-oriented business. This is due to complex IT service management standards that include a large number of new concepts, which partly overlap with those of traditional software engineering. In this paper, we propose a conceptual model which clarifies the concepts within IT service problem management, and connects these concepts to traditional software engineering tasks, such as testing and defect management. A design pattern is used to document our model. This study has been carried out in co-operation with IT companies and their customers in the electricity domain in Finland
Keywords :
DP industry; DP management; IT organizations; IT service problem management; IT service providers; conceptual model; design pattern; service-oriented business; Capability maturity model; Companies; Computer science; Costs; Engineering management; ISO standards; Quality management; Software engineering; Software standards; Software testing; IT Service; ITIL; Problem Management; pattern;
Conference_Titel :
Service Systems and Service Management, 2006 International Conference on
Conference_Location :
Troyes
Print_ISBN :
1-4244-0450-9
Electronic_ISBN :
1-4244-0451-7
DOI :
10.1109/ICSSSM.2006.320564
