An Integrated Development Framework for Advanced IT-Service Management: Proof-of-Concept Project in Universities Domain

Abstract

An integrated knowledge-based framework for improving IT-services management in organization is elaborated, which includes 3 interconnected tasks to be resolved: 1) to choose an effective modules configuration of ITSM-system (ITSMS) according to specific features and needs in application domain; 2) to integrate a given ITSMS with an existing enterprise architecture; 3) to provide an advanced incidents management in ITSMS. The serviceability of this approach was tested successfully as a proof-of-concept project at the National Technical University "Kharkov Polytechnic Institute" (Ukraine). © Springer International Publishing Switzerland 2013.