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Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

IT Service Management Architectures

IT Service Management Architectures
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Author(s): Torben Tambo (Aarhus University, Denmark) and Jacob Filtenborg (Aarhus University, Denmark)
Copyright: 2018
Pages: 11
Source title: Encyclopedia of Information Science and Technology, Fourth Edition
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-5225-2255-3.ch255

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Abstract

IT service providers tend to view their services as quasi-embedded in the client organisations infrastructure. Therefore, IT service providers lack a full picture of being an organisation with its own enterprise archicture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLA's and KPI's based on ITIL and newer frameworks like SIAM.

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