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An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part I

An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part I

Manuel Mora, Mahesh Raisinghani, Rory V. O'Connor, Jorge Marx Gomez, Ovsei Gelman
Copyright: © 2014 |Volume: 7 |Issue: 2 |Pages: 25
ISSN: 1935-570X|EISSN: 1935-5718|EISBN13: 9781466655263|DOI: 10.4018/ijitsa.2014070105
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MLA

Mora, Manuel, et al. "An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part I." IJITSA vol.7, no.2 2014: pp.83-107. http://doi.org/10.4018/ijitsa.2014070105

APA

Mora, M., Raisinghani, M., O'Connor, R. V., Gomez, J. M., & Gelman, O. (2014). An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part I. International Journal of Information Technologies and Systems Approach (IJITSA), 7(2), 83-107. http://doi.org/10.4018/ijitsa.2014070105

Chicago

Mora, Manuel, et al. "An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks: Part I," International Journal of Information Technologies and Systems Approach (IJITSA) 7, no.2: 83-107. http://doi.org/10.4018/ijitsa.2014070105

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Abstract

An IT service design process is considered to be a fundamental piece of the seven key international IT Service Management (ITSM) processes frameworks (ITIL v2, ITIL v3 (and ITIL v2011), ISO 20000-4, CobIT 4.0, CMMI-SVC, MOF 4.0, and ITUP). Nevertheless the availability of IT service design processes, few –if any- descriptive-comparative studies among them have been reported. Thus, in this paper (Part I), we address this knowledge gap. An extensive descriptive-comparative review of seven IT service design processes in aforementioned frameworks is reported. Fundamental concepts (viz., design as noun, design as verb, service, service system, IT service, IT service system, and IT service architecture design) are analyzed by using a Systems Approach. Our findings indicate that the frameworks ITIL v2, ISO/IEC 20000 and Cobit 4.0 are using weak systemic concepts, while the frameworks ITIL v3, CMMI-SVC, ITUP and MOF 4.0 are more foundationally congruent with the new service systems view. Implications for ITSM theory and practice are discussed.

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