Relevant bibliographies by topics / IT service management

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'IT service management'

Author: Grafiati
Published: 4 June 2021
Last updated: 19 February 2022

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Journal articles on the topic "IT service management"

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Dettwiler, Paul. "Service Management Dilemma: Dependencies on Intermediary Fields between Goods and Services." JOURNAL OF INTERNATIONAL BUSINESS RESEARCH AND MARKETING 3, no. 4 (2018): 40–45. http://dx.doi.org/10.18775/jibrm.1849-8558.2015.34.3005.

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Akkucuk, Ulas, and Behcet Teuman. "Assessing service quality in online banking services." Problems and Perspectives in Management 14, no. 2 (June 6, 2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.

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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is also proposed suitable for the online banking sector
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Goncharenko, Oksana Hryhorivna. "PENITENTIARY SERVICE MANAGEMENT FROM THE POSITION OF SERVICE APPROACH." SCIENTIFIC BULLETIN OF POLISSIA 2, no. 1(13) (2018): 136–40. http://dx.doi.org/10.25140/2410-9576-2018-2-1(13)-136-140.

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Kleiner, Carsten, and Jürgen Dunkel. "Establishing Service Management in SOA." International Journal of E-Entrepreneurship and Innovation 3, no. 1 (January 2012): 1–17. http://dx.doi.org/10.4018/jeei.2012010101.

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In service-oriented architectures the management of services is a crucial task during all stages of IT operations. Based on a case study performed for a group of finance companies the different aspects of service management are presented. First, the paper discusses how services must be described for management purposes. In particular, a special emphasis is placed on the integration of legacy/non web services. Secondly, the service lifecycle that underlies service management is presented. Especially, the relation to SOA governance and an appropriate tool support by registry repositories is outlined.
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Bretthauer, Kurt M. "Service Management*." Decision Sciences 35, no. 3 (August 2004): 325–32. http://dx.doi.org/10.1111/j.0011-7315.2004.35031.x.

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Gronroos, Christian. "Service Management: A Management Focus for Service Competition." International Journal of Service Industry Management 1, no. 1 (April 1990): 6–14. http://dx.doi.org/10.1108/09564239010139125.

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Sawant, Prof Aparna. "Farming Services Management System." International Journal for Research in Applied Science and Engineering Technology 9, no. VII (July 10, 2021): 440–46. http://dx.doi.org/10.22214/ijraset.2021.36360.

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In India, 70% people are related directly or indirectly to farming. The major challenge for farmers to get farmer related services like labour and tractor related services because of poor communication between service providers and farmers . The FSMS (Farming Services Management System) will provide the convenient way by which farmers will get various farming related services like labour services for planting, weeding, cutting etc. and tractor services like ploughing, rotatory machine, moving heavy weights etc. The system will provide the list of service providers with charges according to the area selected by the farmer. Service provider has the facility to confirm or reject the request which is sent by the farmer. If the service provider accepts the request then according to conversation done by farmer and labour, one notification is generated at farmer side. It confirms that the service provider is ready to work or not and according to that response the service is added to the service stack of farmers. FSMS is a mobile (Android and ios) based application which provides an interface in a native language of the user like Marathi. Users of this application may not be well educated so it helps them to use the application in a convenient and efficient way.
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Dr. A. Venkatachalam, Dr A. Venkatachalam, and A. Kalidass A. Kalidass. "Time Management of Employees in Service Industries." Paripex - Indian Journal Of Research 3, no. 7 (January 1, 2012): 1–2. http://dx.doi.org/10.15373/22501991/july2014/17.

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Sukholthaman, Pitchayanin, and Kunio Shirahada. "Sustainable Environmental Service - Knowledge Management." International Journal of Knowledge and Systems Science 6, no. 4 (October 2015): 50–69. http://dx.doi.org/10.4018/ijkss.2015100104.

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Knowledge management (KM) is a key factor to increase effectiveness of management system. There have been researches of KM on many environmental services. Unfortunately, only a few researches have focused on sustainable service for Municipal Solid Waste (MSW). There are evidences of ineffective waste management causing socio-economic and environmental problems, especially in urban areas of developing countries. Humans live in service economy and knowledge society. Waste management is one of the most important public services that all residents should receive while knowledge is needed to make service run smoothly and sustainably. This paper combines concepts of sustainable service and KM to clarify the importance and how these concepts have impacts on societal well-being. Literature reviews and questionnaire surveys are main analysis methods of this paper. Sustainable service with KM roles will be described and co-created values are identified.
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d’ Alcantara, G. "From Service Productivity to Service Regulation and Regulating Services." Service Industries Journal 7, no. 2 (April 1987): 143–52. http://dx.doi.org/10.1080/02642068700000015.

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Dissertations / Theses on the topic "IT service management"

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He, Qiang. "Lifetime service level agreement management for service composition." Swinburne Research Bank, 2009. http://hdl.handle.net/1959.3/68739.

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Thesis (Ph.D) - [Faculty of Information and Communication Technologies], Swinburne University of Technology, 2009.
Typescript. A thesis submitted to [Faculty of Information and Communication Technologies], Swinburne University of Technology for the degree of Doctor of Philosophy. "March 2009". Bibliography: p. 136-141.
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Rastogi, Rahul. "Information security service management : a service management approach to information security management." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1389.

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In today’s world, information and the associated Information Technology are critical assets for many organizations. Any information security breach, or compromise of these assets, can lead to serious implications for organizations that are heavily dependent on these assets. For such organizations, information security becomes vital. Organizations deploy an information security infrastructure for protecting their information assets. This infrastructure consists of policies and controls. Organizations also create an information security management system for managing information security in the organization. While some of the policies and controls are of a purely technical nature, many depend upon the actions of end-users. However, end-users are known to exhibit both compliant and noncompliant behaviours in respect of these information security policies and controls in the organization. Non-compliant information security behaviours of end-users have the potential to lead to information security breaches. Non-compliance thus needs to be controlled. The discipline of information security and its management have evolved over the years. However, the discipline has retained the technology-driven nature of its origin. In this context, the discipline has failed to adequately appreciate the role played by the end-users and the complexities of their behaviour, as it relates to information security policies and controls. The pervasive information security management philosophy is that of treating end-users as the enemy. Compliance is sought to be achieved through awareness programs, rewards, punishments and evermore strict policies and controls. This has led to a bureaucratic information security management approach. The philosophy of treating end-users as the enemy has had an adverse impact on information security in the organization. It can be said that rather than curbing non-compliance by end-users, the present-day bureaucratic approach to information security management has contributed to non-compliance. This thesis calls this the end-user crisis. This research aims at resolving this crisis by identifying an improved approach to information security management in the organization. This research has applied the service management approach to information security management. The resultant Information Security Service Management (ISSM) views end-users as assets and resources, and not as enemies. The central idea of ISSM is that the end-user is to be treated as a customer, whose needs are to be satisfied. This research presents ISSM. This research also presents the various components of ISSM to aid in its implementation in an organization.
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Adel, Serhani Mohamed. "A framework and methodology for managing quality of web services extending service oriented architecture: SOA to support web service management, QoWS management and web service composition management." Saarbrücken VDM Verlag Dr. Müller, 2006. http://d-nb.info/991217853/04.

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Taneja, Mukesh. "A service curve approach for quality of service management in integrated services networks /." Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 1998. http://wwwlib.umi.com/cr/ucsd/fullcit?p9914079.

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Del, Val Noguera Elena. "Semantic Service management for service-oriented MAS." Doctoral thesis, Universitat Politècnica de València, 2013. http://hdl.handle.net/10251/27556.

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Actualmente, los sistemas informáticos complejos se describen en términos de entidades que actúan como proveedores y consumidores. Estas entidades ofrecen su funcionalidad a través de servicios e interactúan entre ellas para ofrecer o pedir estos servicios. La integración de Sistemas Multi-Agente Abiertos y de Sistemas Orientados a Servicios es adecuada para implementar este tipo de sistemas. En los SMA abiertos, los agentes entran y salen del sistema, interactúan con los demás de una manera flexible, y se consideran como entidades reactivas y proactivas, capaces de razonar acerca de lo que sucede en su entorno y llevar a cabo acciones locales sobre la base de sus observaciones para alcanzar sus metas. El área de la computación orientada a servicios proporciona los bloques de construcción básicos para aplicaciones empresariales complejas que son los servicios. Los servicios son independientes de la plataforma y pueden ser descubiertos y compuestos de manera dinámica. Estas características hacen que los servicios sean adecuados para hacer frente a la elevada tasa de cambios en las demandas de las empresas. Sin embargo, la complejidad de los sistemas informáticos, los cambios en las condiciones del entorno y el conocimiento parcial de los agentes sobre el sistema requieren que los agentes cuenten con mecanismos que les faciliten tareas como el descubrimiento de servicios, la auto-organización de sus relaciones estructurales conforme se producen cambios en la demanda de servicios, y la promoción y mantenimiento de un comportamiento cooperativo entre los agentes para garantizar el buen desarrollo de la actividad de descubrimiento de servicios en el sistema. La principal aportación de esta tesis doctoral es la propuesta de un marco para Sistemas Multi-Agente Abiertos Orientados a Servicios. Este marco integra agentes que se encuentran en una red sin ningún tipo de estructura predefinida, y agentes que además de estar en esa red forman parte de grupos dinámicos más comp
Del Val Noguera, E. (2013). Semantic Service management for service-oriented MAS [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/27556
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Ludwig, André. "COSMA management of service level agreements in composite services." Berlin Logos-Verl, 2009. http://d-nb.info/992551544/04.

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Fadel, Etimad A. "Distributed systems management service." Thesis, De Montfort University, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.438881.

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Al-Ali, Rashid J. "Quality of service management in service-oriented grids." Thesis, Cardiff University, 2005. http://orca.cf.ac.uk/55995/.

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Grid computing provides a robust paradigm for aggregating disparate resources in a secure and controlled environment. The emerging grid infrastructure gives rise to a class of scientific applications and services in support of collaborative and distributed resource-sharing requirements, as part of teleimmersion, visualization and simulation services. Because such applications operate in a collaborative mode, data must be stored, processed and delivered in a timely manner. Such classes of applications have collaborative and distributed resource-sharing requirements, and have stringent real-time constraints and quality-of-service (QoS) requirements. A QoS management approach is therefore essential to orchestrate and guarantee the interaction among such applications in a distributed computing environment. Grid architectures require an underpinning of QoS support to manage complex computation-intensive and data-intensive applications, as current grid middleware solutions lack QoS provision. QoS guarantees in the grid context have, however, not been given the importance they merit. To enhance its functionality, a computational grid must be overlaid with an advanced QoS architecture to best execute those applications with real-time constraints. This thesis reports on the design and implementation of a software framework, called Grid QoS Management (G-QoSm). G-QoSm incorporates a new QoS management model and provides a service-oriented QoS management approach that supports the Open Grid Service Architecture. Its novel features include grid-service discovery based on QoS attributes, immediate and advance resource reservation, service execution with QoS constraints, and techniques for QoS adaptation to compensate for resource degradation, and to optimise resource allocation while maintaining a service level agreement. The benefits of G-QoSm are demonstrated by prototype test-beds that integrate scientific grid applications and simulate grid data-transfer applications. Results show that the grid application and the data-transfer simulation have better performance when used with the proposed QoS approach. QoS abstractions are presented for building QoS-aware applications, in the context of service-oriented grids. These abstractions are application programming interfaces to facilitate application developers utilising the proposed QoS management solution.
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Schaaf, Thomas. "IT-gestütztes Service-Level-Management." Diss., lmu, 2008. http://nbn-resolving.de/urn:nbn:de:bvb:19-95346.

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Attou, Abdelhak. "Content and service adaption management." Thesis, University of Surrey, 2009. http://epubs.surrey.ac.uk/804744/.

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Books on the topic "IT service management"

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Force, United States Departmet of the Air. Food service program management: Services. [Washington, D.C.?]: Secretary of the Air Force, 1995.

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Jean, Nollet, ed. Services plus: Effective service management. Quebec: Morin, 1991.

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Haywood-Farmer, John. Services plus: Effective service management. Boucherville, Qué: Morin, 1991.

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Frisch, Wolfgang. Service-Management. Wiesbaden: Deutscher Universitätsverlag, 1989. http://dx.doi.org/10.1007/978-3-663-14557-8.

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Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. Service Management. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1.

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Kandampully, Jay, ed. Service Management. New York, NY: Springer New York, 2012. http://dx.doi.org/10.1007/978-1-4614-1554-1.

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Collier, David A. Service management: The automation of services. Reston, Va: Reston Pub. Co., 1985.

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Service operations management. Englewood Cliffs, N.J: Prentice Hall, 1995.

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Automotive service management. San Diego: Harcourt Brace Jovanovich, 1989.

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Murdick, Robert G. Service operations management. Englewood Cliffs, NJ: Prentice-Hall, 1990.

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Book chapters on the topic "IT service management"

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Bevan, Owen A. "Service Management." In Marketing and Property People, 82–101. London: Macmillan Education UK, 1991. http://dx.doi.org/10.1007/978-1-349-21597-3_5.

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Grünendahl, Ralf-T., Andreas F. Steinbacher, and Peter H. L. Will. "Service Management." In Das IT-Gesetz: Compliance in der IT-Sicherheit, 285–330. Wiesbaden: Vieweg+Teubner Verlag, 2012. http://dx.doi.org/10.1007/978-3-8348-8283-7_10.

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Shah, Himanshu. "Service Management." In The Chief Information Officer's Body of Knowledge, 203–16. Hoboken, NJ, USA: John Wiley & Sons, Inc., 2011. http://dx.doi.org/10.1002/9781118269114.ch21.

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Grünendahl, Ralf-T., Andreas F. Steinbacher, and Peter H. L. Will. "Service-Management." In Das IT-Gesetz: Compliance in der IT-Sicherheit, 267–311. Wiesbaden: Springer Fachmedien Wiesbaden, 2017. http://dx.doi.org/10.1007/978-3-658-18205-2_10.

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Wade, Vincent P. "Service management." In Lecture Notes in Computer Science, 59–60. Berlin, Heidelberg: Springer Berlin Heidelberg, 1998. http://dx.doi.org/10.1007/bfb0056952.

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Lialiamou, Elena, Mikko Ruhanen, and Pertti Pielismaa. "Service Management." In Managing Mobile Services, 59–84. Chichester, UK: John Wiley & Sons, Ltd, 2005. http://dx.doi.org/10.1002/0470021462.ch4.

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Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. "Service Research and Service Theory." In Service Management, 21–39. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_2.

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Goffin, Keith, and Rick Mitchell. "Service Innovation." In Innovation Management, 78–107. London: Macmillan Education UK, 2017. http://dx.doi.org/10.1057/978-1-137-37344-1_3.

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Toeroe, Maria. "Model Based Availability Management: The Availability Management Framework." In Service Availability, 133–92. Chichester, UK: John Wiley & Sons, Ltd, 2012. http://dx.doi.org/10.1002/9781119941378.ch6.

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Toeroe, Maria. "Model-Based Software Management: The Software Management Framework." In Service Availability, 265–95. Chichester, UK: John Wiley & Sons, Ltd, 2012. http://dx.doi.org/10.1002/9781119941378.ch9.

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Conference papers on the topic "IT service management"

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Graves, David Bernhard Michelsen. "IT Services Management IT Service Inventory." In 2010 43rd Hawaii International Conference on System Sciences. IEEE, 2010. http://dx.doi.org/10.1109/hicss.2010.245.

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Wegmann, Alain, Gil Regev, Georges-Antoine Garret, and François Maréchal. "Specifying Services for ITIL Service Management." In 2008 International Workshop on Service-Oriented Computing: Consequences for Engineering Requirements. IEEE, 2008. http://dx.doi.org/10.1109/soccer.2008.7.

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Shen, Lei, Weixi Duan, Yingchao Ren, and Chongjun Yang. "Management Service on WMS/WFS services." In 2010 18th International Conference on Geoinformatics. IEEE, 2010. http://dx.doi.org/10.1109/geoinformatics.2010.5567481.

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Skačkauskienė, Ilona, Asta Radzevičienė, and Povilas Švogžlys. "CONCEPTUAL NEW SERVICE DEVELOPMENT MODEL." In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.34.

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In order to stand out in a competitive environment, companies are forced to consider the develop-ment of new services. In the context of globalization changes, the development of new services is be-coming an effective tool for adapting to the changing needs of consumers through the introduction of technological innovations or management solutions. By using service development models, compa-nies create favourable environment for generating and selecting ideas, and can prepare more effec-tively for the deployment of a new service. After the critical evaluation of the new service develop-ment models, conceptual new service development model was formulated. The indicators of concep-tual new service development model were presented, also the unique features were highlighted. The results of this research revealed that new service development models are perceived as an unbroken cycle, that includes additional tasks for business subjects, consumers and company employees.
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Marques, Filipe T., Jacques P. Sauve, and Antao Moura. "Service Level Agreement Design and Service Provisioning for Outsourced Services." In 2007 Latin American Network Operations and Management Symposium, LANOMS 2007. IEEE, 2007. http://dx.doi.org/10.1109/lanoms.2007.4362465.

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Amer, P. D., and L. N. Cassel. "Measurement management service." In the ACM workshop. New York, New York, USA: ACM Press, 1988. http://dx.doi.org/10.1145/55482.55521.

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Galup, Stuart D., Sue Conger, Ronald Dattero, Anthony Orr, Ron Palmer, Jack Probst, and Paul Kontogiorgis. "IT service management." In the 2007 ACM SIGMIS CPR conference. New York, New York, USA: ACM Press, 2007. http://dx.doi.org/10.1145/1235000.1235011.

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Dolstra, Eelco, Martin Bravenboer, and Eelco Visser. "Service configuration management." In the 12th international workshop. New York, New York, USA: ACM Press, 2005. http://dx.doi.org/10.1145/1109128.1109135.

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Ghetie, J. "Service management in wireless networks: technologies, products, services." In 2005 Proceedings of the 8th International Conference on Telecommunications. IEEE, 2005. http://dx.doi.org/10.1109/contel.2005.185990.

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Xu, Lu. "Managing customer services: Customer knowledge management in service innovation." In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959325.

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Reports on the topic "IT service management"

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Baker, F., J. Krawczyk, and A. Sastry. Integrated Services Management Information Base Guaranteed Service Extensions using SMIv2. RFC Editor, September 1997. http://dx.doi.org/10.17487/rfc2214.

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Kramer, Mitch. KANA Service Experience Management 11. Boston, MA: Patricia Seybold Group, December 2010. http://dx.doi.org/10.1571/pr12-23-10cc.

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Eder, M., and S. Nag. Service Management Architectures Issues and Review. RFC Editor, January 2001. http://dx.doi.org/10.17487/rfc3052.

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Lee, Chen, and Dan Siewiorek. An Approach for Quality of Service Management. Fort Belvoir, VA: Defense Technical Information Center, October 1998. http://dx.doi.org/10.21236/ada360808.

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Young, Wilbert R. Service Quality Management Systems: An Annotated Bibliography. Fort Belvoir, VA: Defense Technical Information Center, May 1992. http://dx.doi.org/10.21236/ada251382.

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Pleasant, Arnold, and Maurice S. Pickett. Joint Logistics Management Command: Which Service is Better. Fort Belvoir, VA: Defense Technical Information Center, April 1999. http://dx.doi.org/10.21236/ada397481.

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Nadeau, T., A. Kiran Koushik, and R. Mediratta, eds. Virtual Private LAN Service (VPLS) Management Information Base. RFC Editor, July 2014. http://dx.doi.org/10.17487/rfc7257.

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McFall, Thomas G., and Dennis La. Mission and Installation Contracting Command Services Acquisition: Empirical Analysis of Army Service Contract Management Practices. Fort Belvoir, VA: Defense Technical Information Center, April 2011. http://dx.doi.org/10.21236/ada628347.

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Ramos, Michelle, and Joshua Nabors. Mission and Installation Contracting Command Services Acquisition: Empirical Analysis of Army Service Contract Management Practices. Fort Belvoir, VA: Defense Technical Information Center, November 2011. http://dx.doi.org/10.21236/ada555652.

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Friar, Allen. Why Training for Service Contract Management is Mission Essential. Fort Belvoir, VA: Defense Technical Information Center, November 2005. http://dx.doi.org/10.21236/ada441766.

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