Title
A Five-Step Method to Tune Your ITSM Processes
Abstract
Efficient and effective processes and knowledgeable employees separate high-performing organizations from average or low performing organizations. In this paper, we develop a five-step method to tune IT Service Management processes by focusing on the knowledge needs for each role and identifying the employee who possesses the needed knowledge. This five-step method employs a Dynamic Network Analysis (DNA) model that includes three classes, Persons, Roles, and Knowledge, and four important relationships between and within these classes.
Department(s)
Information Technology and Cybersecurity
Document Type
Article
DOI
https://doi.org/10.1080/10580531003685220
Keywords
Dynamic network analysis, Information technology infrastructure library, Information technology service management, Meta-matrix, Process improvement, Social network analysis
Publication Date
3-1-2010
Recommended Citation
Galup, Stuart D., and Ronald Dattero. "A five-step method to tune your ITSM processes." Information Systems Management 27, no. 2 (2010): 156-167.
Journal Title
Information Systems Management
