IT service management case based simulation analysis & design: Systems dynamics approach

Jung Hoon Lee, Young Soon Han, Chan Hoon Kim

Research output: Chapter in Book/Report/Conference proceedingConference contribution

5 Citations (Scopus)

Abstract

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.

Original languageEnglish
Title of host publication2007 International Conference on Convergence Information Technology, ICCIT 2007
Pages1559-1566
Number of pages8
DOIs
Publication statusPublished - 2007 Dec 1
Event2nd International Conference on Convergent Information Technology, ICCIT 07 - Gyongju, Korea, Republic of
Duration: 2007 Nov 212007 Nov 23

Publication series

Name2007 International Conference on Convergence Information Technology, ICCIT 2007

Other

Other2nd International Conference on Convergent Information Technology, ICCIT 07
CountryKorea, Republic of
CityGyongju
Period07/11/2107/11/23

All Science Journal Classification (ASJC) codes

  • Computer Networks and Communications
  • Communication
  • Information Systems and Management

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    Lee, J. H., Han, Y. S., & Kim, C. H. (2007). IT service management case based simulation analysis & design: Systems dynamics approach. In 2007 International Conference on Convergence Information Technology, ICCIT 2007 (pp. 1559-1566). [4420476] (2007 International Conference on Convergence Information Technology, ICCIT 2007). https://doi.org/10.1109/ICCIT.2007.4420476