TY - GEN
T1 - IT service management case based simulation analysis & design
T2 - 2nd International Conference on Convergent Information Technology, ICCIT 07
AU - Lee, Jung Hoon
AU - Han, Young Soon
AU - Kim, Chan Hoon
PY - 2007
Y1 - 2007
N2 - IT Service Management (ITSM) systems have been widely deployed within firms in the context of firms' attempts to standardize firm IT activities and processes. Within newly developed or established IT systems, ITSM aims to improve systems' responsiveness to unforeseen disturbances. This paper proposes using the study of system dynamics to analyze IT management processes. We use the ITSM/ITIL (IT Infrastructure Library) model as a key reference in developing a simulation model In the terms of a commercial simulation tool, VENSIM. The current research demonstrates the feasibility of applying methods drawn from the study of system dynamism to IT process management. Through analyzing the dynamical characteristics of ITSM processes in a real case, we propose a simulationbased case study concerned to evaluate rational policy under an uncertain environment.
AB - IT Service Management (ITSM) systems have been widely deployed within firms in the context of firms' attempts to standardize firm IT activities and processes. Within newly developed or established IT systems, ITSM aims to improve systems' responsiveness to unforeseen disturbances. This paper proposes using the study of system dynamics to analyze IT management processes. We use the ITSM/ITIL (IT Infrastructure Library) model as a key reference in developing a simulation model In the terms of a commercial simulation tool, VENSIM. The current research demonstrates the feasibility of applying methods drawn from the study of system dynamism to IT process management. Through analyzing the dynamical characteristics of ITSM processes in a real case, we propose a simulationbased case study concerned to evaluate rational policy under an uncertain environment.
UR - http://www.scopus.com/inward/record.url?scp=49049118012&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=49049118012&partnerID=8YFLogxK
U2 - 10.1109/ICCIT.2007.4420476
DO - 10.1109/ICCIT.2007.4420476
M3 - Conference contribution
AN - SCOPUS:49049118012
SN - 0769530389
SN - 9780769530383
T3 - 2007 International Conference on Convergence Information Technology, ICCIT 2007
SP - 1559
EP - 1566
BT - 2007 International Conference on Convergence Information Technology, ICCIT 2007
Y2 - 21 November 2007 through 23 November 2007
ER -