A Five-Step Method to Tune Your ITSM Processes
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.
Information Technology and Cybersecurity
Dynamic network analysis, Information technology infrastructure library, Information technology service management, Meta-matrix, Process improvement, Social network analysis
Galup, Stuart D., and Ronald Dattero. "A five-step method to tune your ITSM processes." Information Systems Management 27, no. 2 (2010): 156-167.
Information Systems Management