A Review of the Latest IT Service Management Solutions

S. John Justin Thangaraj*, Uma Chandran**, Jabez J.***
* Department of Computer Science and Engineering, Saveetha School of Engineering, Saveetha Institute of Medical and Technical Sciences (SIMATS), Chennai, Tamil Nadu, India.
** Jayamatha Engineering College, Aralvaimozhi, Tamil Nadu, India.
*** Sathyabama Institute of Science and Technology, Chennai, Tamil Nadu, India.
Periodicity:September - November'2022
DOI : https://doi.org/10.26634/jit.11.4.19276

Abstract

In today's fast-paced business environment, efficient Information Technology (IT) service management is crucial for maintaining a competitive edge. The latest Information Technology Service Management (ITSM) solutions offer a wide range of features and capabilities, including automation, self-service portals, and analytics, to help organizations streamline their IT operations and improve their overall performance. This review will take a closer look at some of the latest IT Service Management (ITSM) solutions on the market and explore their key features and benefits. It will also discuss how these solutions can help organizations improve their IT service delivery and support their digital transformation efforts.

Keywords

Information Technology, IT Service Management (ITSM), IT Infrastructure Library (ITIL), Automation.

How to Cite this Article?

Thangaraj, S. J. J., Chandran, U., and Jabez, J. (2022). A Review of the Latest IT Service Management Solutions. i-manager’s Journal on Information Technology, 11(4), 17-23. https://doi.org/10.26634/jit.11.4.19276

References

[1]. Ayachitula, N., Buco, M., Diao, Y., Fisher, B., Loewenstern, D., & Ward, C. (2007). IT service management automation–An automation centric approach leveraging configuration control, audit verification and process analytics. In Managing Virtualization of Networks and Services: 18th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, (pp. 195-198). Springer Berlin Heidelberg. https://doi.org/10.1007/978-3-540-75694-1_19
[2]. Bianco, P., Lewis, G. A., & Merson, P. (2008). Service Level Agreements in Service-Oriented Architecture Environments. Carnegie Mellon University.
[3]. Black, J., Draper, C., Lococo, T., Matar, F., & Ward, C. (2007). An integration model for organizing IT service management. IBM Systems Journal, 46(3), 405-422. https://doi.org/10.1147/sj.463.0405
[4]. Braun, C., & Winter, R. (2007, March). Integration of IT service management into enterprise architecture. In Proceedings of the 2007 ACM Symposium on Applied Computing (pp. 1215-1219). https://doi.org/10.1145/1244002.1244267
[5]. Cartildge, A., Hanna, A., Rudd, C., Macfarlane, I., Windebank, J., & Rance, S. (2007). An Introductory Overview of ITIL v3. IT Service Management Forum Limited.
[6]. Chen, R., Guo, J., Wang, D. C., Tsai, J. J., Al-Hamadi, H., & You, I. (2018). Trust-based service management for mobile cloud IoT systems. IEEE Transactions on Network and Service Management, 16(1), 246-263. https://doi.org/10.1109/TNSM.2018.2886379
[7]. Dabade, T. D. (2012). Information technology infrastructure library (ITIL). In Proceedings of the 4th National Conference (pp. 25-26).
[8]. Diao, Y., Jan, E., Li, Y., Rosu, D., & Sailer, A. (2016). Service analytics for IT service management. IBM Journal of Research and Development, 60(2-3), 13-1. https://doi.org/10.1147/JRD.2016.2520620
[9]. Fitzsimmons, J. A., & Fitzsimmons, M. J. (2006). Service Management. Tata McGraw Hill Education Private Limited.
[10]. Galup, S. D., Dattero, R., Quan, J. J., & Conger, S. (2009). An overview of IT service management. Communications of the ACM, 52(5), 124-127. https://doi.org/10.1145/1506409.1506439
[11]. Gibb, F., Buchanan, S., & Shah, S. (2006). An integrated approach to process and ser vice management. International Journal of Information Management, 26(1), 44-58. https://doi.org/10.1016/j.ijinfomgt.2005.10.007
[12]. Goldberg, M., Satzger, G., & Fromm, H. (2016). Adapting IT service management for successful multisourcing service integration. Twenty-Fourth European Conference on Information Systems (ECIS), (pp. 1-15).
[13]. IBM. (n.d.). What is IT Service Management (ITSM)? Retrieved from https://www.ibm.com/topics/it-servicemanagement
[14]. Jo Bitner, M. (2001). Service and technology: opportunities and paradoxes. Managing Service Quality: An International Journal, 11(6), 375-379. https://doi.org/10.1108/09604520110410584
[15]. O'Loughlin, M. (2016). IT Service Management and Cloud Computing. Axelos (pp. 1-11).
[16]. Radaideh, M. D. A., & Abdelqader, R. (2022). A proposed cloud-based platform of information technology services delivery management. The Journal of Supercomputing, 78(16), 18258-18287. https://doi.org/10.1007/s11227-022-04600-6
[17]. Varshney, U., & Vetter, R. (2002). Mobile commerce: framework, applications and networking support. Mobile Networks and Applications, 7, 185-198. https://doi.org/10.1023/A:1014570512129
[18]. Zhu, Z., Nakata, C., Sivakumar, K., & Grewal, D. (2007). Self-service technology effectiveness: The role of design features and individual traits. Journal of the Academy of Marketing Science, 35, 492-506. https://doi.org/10.1007/s11747-007-0019-3
[19]. Zincir-Heywood, N., Mellia, M., & Diao, Y. (2021). Overview of artificial intelligence and machine learning. Communication Networks and Service Management in the Era of Artificial Intelligence and Machine Learning, (pp. 19-32). https://doi.org/10.1002/9781119675525.ch2
[20]. Zuev, D., Kalistratov, A., & Zuev, A. (2018). Machine learning in IT service management. Procedia Computer Science, 145, 675-679. https://doi.org/10.1016/j.procs.2018.11.063
If you have access to this article please login to view the article or kindly login to purchase the article

Purchase Instant Access

Single Article

North Americas,UK,
Middle East,Europe
India Rest of world
USD EUR INR USD-ROW
Pdf 35 35 200 20
Online 35 35 200 15
Pdf & Online 35 35 400 25

Options for accessing this content:
  • If you would like institutional access to this content, please recommend the title to your librarian.
    Library Recommendation Form
  • If you already have i-manager's user account: Login above and proceed to purchase the article.
  • New Users: Please register, then proceed to purchase the article.