![An IT Service Taxonomy for Elaborating IT Service Catalog
3
1.1INTRODUCTION
Service
is
nowadays
one
of
the
most
important
values
to
achieve
the
organization’s
goals.
In
the
present
world,
according
to
the
study
of
National
Academy
of
Engineering
[3],
most
of
the
nations
have
transitioned
from
agriculture
and
manufacturing
economics
to
service
based
economies.
Hence,
with
respect
to
the
research
report
from
National
Academy
of
Engineering
[3],
currently,
more
than
75%
of
the
economies
of
industrialized
nations
are
based
on
business
services
and
in
United
States
of
America
business
services
comprise
nearly
80%
of
the
country’s
economic
activities.
Moreover,
another
study
from
the
Software
Engineering
Institute
[4]
shows
that
the
expectation
for
process
improvement
in
services
is
likely
to
grow:
services
constitute
more
than
80%
of
the
USA
and
global
economy
and
54%
of
what
the
Department
of
Defense
(DoD)
acquires.
Furthermore,
according
to
Fleming
[2],
80%
of
the
cost
of
an
infrastructure
is
in
service
delivery
and
service
support.
So,
it
is
easy
to
comprehend
that
services
are
more
important
than
any
other
sectors
of
the
business.
In
this
dissertation,
among
all
types
of
services,
IT
service
is
the
main
concern.
According
to
[7],
the
Information
and
Communication
Technology
(ICT)
field
is
one
of
the
main
contributors
in
changing
economic
background.
And
ICT
companies
are
under
pressure
to
deliver
IT
services
in
an
efficient
and
effective
manner
to
support
the
business.
It
is
important
to
establish
and
employ
the
best
practices
and
the
best
processes
to
optimize
IT
services
in
order
to
meet
the
business
goal.
In
fact,
IT
service
management
is
a
set
of
processes
that
detail
best
practices
based
on
some
standards
(IT
Infrastructure
Library,
Microsoft
Operational
Frameworks,
etc)
to
enable
and
optimize
IT
services
in
order
to
satisfy
business
requirements
and
manage
the
IT
infrastructure
both
tactically
and
strategically
[6].
Currently,
a
growing
number
of
organizations
are
focusing
on
IT
service
management
to
manage
their
IT
services.
In
the
organizations,
IT
Service
Management
(ITSM)
provides
an
approach
combining
process
management
and
industry
best
practices
[1]
to
ensure
quality
IT
services.
If
the
processes
to
deliver
IT
services
are
implemented
in
an
uncontrolled
way
without
defined
measures,
there
is
a
high
chance
that
these
IT
services
will
fail
to
meet
the
business
needs
[1].
According
to
Fleming
[2],
ITSM
is
a
discipline
for
managing
IT
operations
as
a
service
that
is
process-‐oriented
and
accounts
for
60%
-‐
90%
of
total
cost
of
IT
ownership.
It
is
about
managing
information
technology
(IT)
systems
as
well
as
it
is
philosophically
centered
on
the
customer's
perspective
of
IT's
contribution
to
the
business.
ITSM
ensures
IT
infrastructures
are
aligned
to
the
business
requirements
so
that
business
unit
and
IT
can
operate
in
a
coordinated
effort
to
achieve
the
goal
of
the
organization.
One
key
challenge
faced
by
managers
today
is
to
provide
IT
services
that
will
cross
many
platforms
to
work
cohesively
with
all
core
business
functions
internally
and
externally.
It
is
therefore
very
pertinent
for
the
top
management
to
consider
how
those
IT
investments
will
support
better
service
quality
and
lower
cost
and
risk
with
a
united
approach
to
cross-‐domain
collaboration
and
automation
[14].
Here
appears
Service
Level
Management
(SLM).
Service
Level
Management
ensures
that
agreed
services
are
delivered
where
and
when
those](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-19-320.jpg)
![4
are
needed
to
be
delivered. Service
Level
Management
(SLM)
negotiates,
agrees
and
documents
appropriate
IT
service
targets
with
representatives
of
the
business,
and
then
monitors
and
produces
reports
on
the
service
provider’s
abilities
to
deliver
the
agreed
level
of
services.
SLM
is
a
vital
process
for
every
IT
service
provider
organization
as
it
is
responsible
for
agreeing
and
documenting
service
level
targets
and
responsibilities
within
Service
Level
Agreements
(SLA)
and
Service
Level
Requirement
(SLR),
for
every
activity
within
IT.
There
are
several
frameworks
that
have
been
proposed
so
far
in
industries
to
manage
the
IT
services.
These
standards,
processes
and
evaluation
models
or
frameworks
help
organizations
to
improve
the
management
of
IT
services.
The
public
framework
and
standards
assessed
relevant
to
service
management
are
Information
Technology
Infrastructure
library
(ITIL)
[1],
Capability
Maturity
Model
Integration
for
Service
(CMMI_SVC)
[8],
Control
Objectives
for
Information
and
related
Technology
(COBIT)[5],
BS
15000
[7]
and
MOF
[24].
Among
all
the
frameworks
and
approaches
to
manage
IT
services,
ITIL
is
the
most
widely
used
service
level
management
practice
to
establish
and
improve
capabilities
in
service
level
management.
ITIL
is
a
set
of
publications
providing
descriptive
guidance
(i.e.
what
to
do
and
why)
on
IT
service
management.
ITIL
has
become
the
international
standard
guidance
for
IT
service
management
[1].
This
framework
was
created
in
the
late
1980s
by
the
government
of
United
Kingdom
to
use
in
government
agency
and
later
expanded
for
using
in
all
organizations.
ITIL
was
formed
with
two
objectives
in
mind:
1)
create
comprehensive,
consistent
and
coherent
codes
of
best
practices
for
quality
IT
service
management
promoting
business
effectiveness
in
the
use
of
IT,
and
2)
encourage
the
private
sector
to
develop
ITIL-‐related
services
and
products
(training,
consultancy
and
tools).
There
are
three
features
that
make
ITIL
unique.
Firstly,
ITIL
is
vendor-‐neutral,
best
practice
guidance.
ITIL
is
a
synthesis
of
ideas
drawn
from
international
practitioners—not
academic
theory
of
how
things
should
be
or
a
vendor’s
view
of
how
to
operate
its
products.
Secondly,
ITIL
is
non-‐proprietary.
Anyone
can
apply
ITIL
concepts
freely
in
their
organization.
Thirdly,
ITIL
is
comprehensive
and
consistent.
Rather
than
providing
isolated
advice,
ITIL
attempts
to
describe
every
key
process
in
IT
service
management,
and
to
use
a
consistent,
common
sense
set
of
definitions
and
distinctions
across
each
process.
Besides
ITIL,
the
other
popular
framework
for
ITSM
is
CMMI
for
Service.
This
framework
carries
the
CMMI
architecture
into
the
realm
of
practices
that
cover
the
management,
establishment,
and
delivery
of
services
[8].
CMMI
for
Services
builds
upon
the
same
foundation
of
material
that
is
in
common
with
other
CMMI
constellations
and
adds
goals
and
practices
that
focus
specifically
on
service-‐related
work.
This
framework
has
been
developed
to
be
compatible
with
the
broad
definition
of
service
[8],
and
its
goals
and
practices
are
therefore
potentially
relevant
to
any
organization
concerned
with
the
delivery
of
services.
CMMI
for
Services
contains
practices
that
cover
project
management,
process
management,
service
establishment,
service
delivery,
and
other
supporting
processes.
This
framework
shares
a
great
deal
of
common
material
with
other
CMMI
constellations,
and
those
already
familiar
with
another
CMMI
constellation
will
find
much
of
the
CMMI
for
Services
content
to
be
familiar.
However,
the](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-20-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
5
CMMI
for
Services
constellation
provides
an
alternative,
more
streamlined
approach
to
evaluate
and
improve
the
development
of
service
systems
that
may
be
more
appropriate
in
certain
contexts
[8].
All
these
frameworks
have
tried
to
recommend
better
IT
service
management
than
traditional
service
management
[7].
In
this
dissertation,
the
research
has
been
advanced
based
on
ITIL
framework.
Therefore,
this
research
work
has
used
the
same
vocabulary
of
ITIL
framework.
Here
are
three
most
important
vocabularies
that
have
been
used.
1.1.1
Service
Taxonomy
In
this
thesis,
to
the
author,
IT
Service
Taxonomy
is
a
logical
hierarchy
of
IT
services
to
use
in
future
development
of
IT
service
portfolio
and
later
IT
service
catalog.
IT
Service
Taxonomy
(ITST)
identifies
the
common
and
distinguishing
characteristics
of
the
services
to
increase
discoverability
and
reuse.
When
there
is
IT
service
taxonomy,
it
is
easy
to
recognize
the
services
for
the
portfolio
and
catalog.
1.1.2
Service
Portfolio
The
Service
Portfolio
is
an
executive-‐level
view
for
mapping
services
to
business
needs.
It
documents
the
services
under
development
(e.g.
Service
Pipeline),
services
that
are
in
production
or
available
for
deployment
(e.g.
Service
Catalog),
and
the
retired
services
[9].
The
Service
Portfolio
is
useful
for
analyzing
where
to
invest,
prioritizing
and
allocating
resources,
risk
management
and
financial
modeling.
1.1.3
Service
Catalog
Service
Catalog
in
service
level
management,
by
the
definition
of
ITIL
[9],
is
a
list
of
services
that
an
organization
provides,
often
to
its
employees
or
customers.
Each
service
within
the
Catalog
typically
includes
a
description
of
the
service,
timeframes
or
service
level
agreement
for
fulfilling
the
service,
who
is
entitled
to
request/view
the
service,
costs
(if
any),
how
to
fulfill
the
service.
It
provides
a
central
source
of
information
on
the
IT
services
delivered
by
the
service
provider
organization.
This
ensures
that,
area
of
the
business
can
view
an
accurate,
consistent
picture
of
IT
services,
their
details
and
their
status
[1].
Hence,
it
contains
a
customer-‐facing
view
of
the
IT
services
in
use,
how
they
are
interested
to
be
used,
the
business
process
they
enable,
and
the
levels
and
quality
of
service
the
customer
can
expect
for
each
service.
1.2
PROBLEM
AND
APPROACH
TO
THE
SOLUTION
Interestingly,
although
there
is
so
many
frameworks
and
models
for
IT
Service
Management,
this
domain
still
demands
a
lot
of
research,
especially
in
Service
Level
Management.
The
objective
of
the
Service
Level
Management
in
ITSM
is
to
lead
IT
organizations
through
the
design
of
a
service
catalog
and
through
the
development
of
detailed
service
description
for
their
services
[36].
These
services
will
then
be
documented
in
Service
Catalog.
But
the
industry
has
problem
to
understand
this
service
catalog.
Here,
the
major
problem
of
existing
IT
service
catalog
has
been
discussed.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-21-320.jpg)
![6
1.2.1
Problems
in
IT
Service
Catalog
Services
defined
in
IT
Service
Catalog
are
ambiguous.
In
service
industry,
there
is
no
uniform
vocabulary
for
each
service
[32].
Sometimes
services
are
offering
the
same
content
to
the
customers
but
addressing
to
the
service
labels
are
different.
Vice
versa
is
also
true.
Perhaps
the
services
have
the
same
label
but
they
offer
completely
different
content.
Therefore,
when
customers
request
for
the
services
based
on
the
label
of
those
services,
the
customers
can
be
misled.
As
a
result,
customers
get
different
services
that
are
not
intended.
In
contrast
to
traditional
service
catalog,
planned
service
catalog
can
help
the
industries
to
sell
their
core
product
and
increase
revenue
for
the
companies
[31].
Service
Catalog
with
uniform
vocabulary
can
improve
to
get
more
revenue
for
the
companies.
For
example,
while
reviewing
the
IT
service
companies,
the
author
has
found
that
“Security
Service”
was
defined
in
different
ways
in
different
companies.
For
some
companies
it
is
more
about
supporting
service
whereas
for
other
companies
it
is
more
about
deployment
service.
By
checking
only
the
label
or
terminology
of
the
service,
it
is
impossible
for
customers
to
know
about
the
service.
In
addition
to
uniform
vocabulary
problem,
the
IT
services
in
contemporary
industries
are
not
perfectly
categorized
for
service
catalog,
especially
in
small
and
medium
sized
enterprises.
It
leads
to
luck
of
understanding
of
the
relationship
among
services.
It
is
hard
to
find
information
about
the
services
including
root
of
the
services.
Till
now
most
of
the
works
or
research
related
to
service
level
management
and
service
categorization
are
for
large
industries
[28][29][30].
But
the
fact
is,
most
of
the
organizations
are
small
or
medium
[23].
According
to
the
DIRCE
[23],
the
greater
percentage
of
companies
belongs
to
the
small
and
medium
sized
enterprise
(SME).
In
January
2007,
the
amount
of
the
99.81%
SME
ascended
to
equivalent
to
more
than
three
million
of
small
companies
out
of
the
total
companies
in
Spain.
Like
other
fields
of
science,
lack
of
categorization
of
IT
services
in
these
small
and
medium
sized
enterprise
may
fail
to
define
clear
perceptive
of
IT
services.
In
current
context
of
service
industry,
it
is
difficult
to
identify
the
origin
of
the
services
as
well
as
boundary
of
the
services
[34].
1.2.2
Approach
to
the
Solution
Although
there
is
no
straightforward
solution
of
those
problems
mentioned
in
the
previous
section,
an
approach
has
been
recommend
here
to
get
the
solution
of
the
mentioned
problems.
As
a
part
of
the
solution,
a
systematic
review
on
IT
service
management
in
small
and
medium
sized
enterprises
can
be
performed.
This
will
allow
us
to
know
the
current
state
of
the
art
of
IT
services
in
the
present
industry.
After
knowing
the
state
of
the
art,
for
the
categorization
of
the
IT
services
in
small
and
medium
sized
enterprise,
the
IT
Service
Taxonomy
(ITST)
should
be
defined.
In
this
regard,
to
identify
the
IT
services,
a
large
number
of
IT
small
and
medium
and
large
sized
enterprises
should
be
identified
to
know
what
IT
services
they
are
offering.
Based
on
the
results
of
reviewing
IT
services
from](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-22-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
7
small,
medium
and
large
sized
enterprises,
the
categories
of
the
IT
service
taxonomy
can
be
formulated.
Once
there
are
IT
services,
the
categories
and
the
subcategories
of
the
ITST
have
to
be
defined.
Each
IT
service
should
be
mentioned
under
a
specific
category
and
subcategory
in
that
IT
service
taxonomy.
Moreover,
to
ensure
the
uniform
vocabulary,
in
IT
service
taxonomy,
standard
naming
convention
should
be
proposed.
It
will
help
to
produce
consistent
service
catalog
that
will
have
same
meaning
to
every
customer
in
the
market.
It
will
help
to
get
rid
of
misunderstanding
of
service
catalog.
In
this
thesis,
I
have
tried
to
find
out
the
resolution
to
those
challenges.
Especially,
generic
IT
service
taxonomy
has
been
proposed
to
overcome
inconsistency
that
exists
in
current
ITSM.
This
thesis
has
tried
to
find
out
the
main
IT
services
in
small
industries
and
define
IT
service
taxonomy
from
it.
The
author
of
this
thesis
has
found
that
improved
IT
service
catalog
can
be
outlined
from
this
generic
IT
service
taxonomy.
1.3
OBJECTIVES
The
objectives
related
to
the
thesis
are
given
below:
1. To
do
a
systematic
review
on
IT
Service
Management
in
small
and
medium
sized
enterprise
to
know
the
state
of
the
art
of
ITSM
in
small
and
medium
sized
enterprise.
a) Identify
the
relevant
research
works
and
get
the
results
about
state
of
the
art
of
IT
Service
Management.
b) Analyze
the
results
of
the
systematic
review.
2. To
define
a
method
for
developing
IT
Service
Taxonomy.
a) Identify
the
IT
service
companies.
b)
Identify
IT
services.
3. To
develop
the
IT
Service
Taxonomy
a) Define
IT
Service
Taxonomy
categories
and
sub
categories.
b) Define
the
IT
services.
1.4
EXPECTED
OUTCOME
At
the
end
of
this
research,
in
this
thesis,
following
outcomes
can
be
attained.
1.
A
systematic
review
of
IT
Service
Management
in
small
and
medium
sized
enterprises.
2.
A
Method
to
define
IT
service
taxonomy
for
the
small
and
medium
sized
enterprises.
3.
Detail
descriptions
of
categories
and
sub
categories
of
IT
Service
Taxonomy.
1.5
RESEARCH
METHODOLOGY
There
are
three
types
of
research
methodologies
namely
qualitative,
quantitative
and
mixed
methodology.
However,
in
the
context
of
this
thesis,
the
author
has
used
the
qualitative
approach
[35].](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-23-320.jpg)
![8
Firstly,
a
thorough
literature
study
has
been
performed
in
order
to
collect
material
related
to
Service
Level
Management
and
ITSM.
This
is
essential
to
gain
a
fundamental
understanding
of
those
research
areas,
the
underlying
concepts
and
to
know
the
current
state
of
research.
The
literature
study
embraces
the
study
of
existing
articles,
books
and
web
references,
if
appropriate.
However,
it
is
taken
in
to
account
that
a
literature
study
can
be
time
consuming
[35].
In
this
regard
to
collect
research
works
Google,
IEEE,
ACM,
Springer
databases
have
been
used.
Secondly,
the
author
has
conducted
review
of
small,
medium
and
large
sized
enterprises
for
IT
services.
Google
search
engine
has
been
used
to
find
out
these
small,
medium
and
large
industries.
Categorization
and
sub
categorization
have
been
defined
after
that
for
ITST.
1.6
STRUCTURE
OF
THE
THESIS
This
section
describes
the
overall
structure
and
contents
of
the
thesis.
Chapter
2
(State
of
the
Art)
provides
a
detailed
discussion
about
the
basic
elements
of
the
systematic
review.
It
contains
review
protocol
that
contains
a
comprehensive
plan
for
conducting
a
systematic
review.
Review
protocol
contains
search
terms,
names
of
databases
to
be
searched,
inclusion/exclusion
criteria,
study
quality
assessment
procedure
and
the
way
to
synthesize
the
data
gathered
from
the
systematic
review.
The
process
of
systematic
review
on
Service
Level
Management
is
completely
documented
in
this
chapter.
It
also
discusses
about
the
result
of
the
systematic
review.
Moreover,
framework
related
to
ITSM
has
been
discussed
here.
Chapter
3
(Resolution
for
ITST
in
small
and
medium
sized
enterprise)
provides
the
solution
to
develop
IT
Service
Taxonomy
with
a
methodology.
IT
services
are
identified
from
small,
medium
and
large
sized
enterprises
based
on
their
websites.
Later
in
this
chapter
details
of
the
proposed
IT
Service
Taxonomy
have
been
discussed
by
defining
categories
and
subcategories.
Chapter
4(Conclusion
and
Future
Work)
provides
the
future
plan
of
the
research
and
concludes
this
thesis.
Most
importantly,
future
work
is
about
the
naming
convention
for
the
IT
services
so
that
every
small
and
medium
sized
enterprises
can
use
unique
vocabulary
for
the
IT
service.
Chapter
5
(References)
provides
references
related
to
this
research
work.
References
are
from
different
conference
papers,
journals.
There
are
some
references
from
websites,
white
papers.
Chapter
6
(Appendix)
includes
appendix.
Here,
systematic
review
protocol
template,
reviewed
small
and
medium
sized
enterprises,
and
reviewed
papers
(for
systematic
papers)
have
been
attached.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-24-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
| S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 11
Service
Level
Management
is
the
process
by
which
an
organization
identifies
and
agrees
on
the
level
of
IT
Service
needed
to
support
the
business
and
defines
a
mechanism
to
monitor
the
identified
service
level
to
see
if
they
Service
Level
Management
is
also
one
of
the
important
processes
to
regulate
the
qualities
and
to
decrease
the
cost
of
IT
services
[15].
Moreover,
the
ITSM
models,
standards
and
proposals
give
high
importance
to
Service
Level
Management
in
the
IT
Service
Management
context.
The
main
factors
to
carry
out
this
research
focusing
on
a
systematic
review
for
SLM
from
the
point
of
view
of
small
and
medium
sized
enterprise
are:
• The
current
growing
trend
to
acquire
Technology
and
IT
Services
acquisitioned
by
organizations
[16].
• The
importance
of
IT
Service
Management
in
small
and
medium
sized
enterprise.
• The
absence
of
models
that
help
to
implement
the
Service
Level
Management
process
in
the
context
of
the
IT
Service
Management
for
small
and
medium
sized
enterprise.
The
statistics
compiled
by
the
National
Statistical
Institute
(INE)
and
the
Central
Business
Directory
[23],
show
that
small
companies
represent
the
highest
percentage
of
the
industries.
The
INE
and
DIRCE
analyze
their
situation
within
the
European
Union
and
their
relationship
with
the
employees
they
recruit.
Table
1
summarizes
the
study
for
Spanish
companies
based
on
the
employee
stratum
and
total
percentage
[23].
The
interest
in
showing
this
study
is
due
to
the
current
importance
that
small
companies
have.
Systematic
review
gives
a
summary
of
the
state
of
the
art
for
this
specific
topic
about
SLM.
In
this
case,
Service
Level
Management
in
small
and
medium
sized
enterprise
has
been
discussed.
In
addition,
systematic
review
identifies
the
existing
gap
in
some
topics
related
to
SLM
in
small
and
medium
sized
enterprises
These
results
can
help
users
who
are
working
with
SLM
to
do
further
research
and
practice
in
the
industry
or
can
help
to
know
current
initiatives
in
this
domain.
Apart
from
that,
there
are
several
frameworks
and
models
proposed
to
improve
IT
services
management
in
the
industry.
ITIL
[1],
MOF
[24],
COBIT
[5],
CMMI_SVC
[8]
are
the
main
frameworks
working
on
IT
service
management.
In
Micro-
enterprise
Small
Medium
Large
Total
SMEs
3,137.46
169.60
23.52
6.07
3,336.66
3,330.58
94.03%
5.08%
0.70%
0.18%
100%
99.818%
Table
1.
Spanish
Companies
(employee’s
stratum
and
total
percentage).](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-27-320.jpg)
![12
this
research,
detailed
studies
have
been
conducted
on
those
frameworks.
While
reviewing
those
frameworks,
the
focus
was
to
investigate
whether
those
frameworks
or
their
processes
have
discussed
any
kind
of
IT
services
categorization
or
classification.
2.1
SYSTEMATIC
REVIEW
Here
in
this
section
the
systematic
review
method
has
been
discussed.
2.1.1
Systematic
Review
Background
Integration
of
research
results
was
introduced
for
the
first
time
in
twentieth
century.
In
1904,
Pearson
calculated
the
average
of
correlations
between
the
typhoid
fever
inoculation
and
morality.
Then,
systematic
review
began
to
be
formalized
and
at
the
end
of
the
80’s
systematic
review
achieved
legitimacy
as
a
field
of
research
[13].
Later,
Kitchenham
formulated
the
idea
of
Evidence-‐Based
Software
Engineering
and
proposed
a
guideline
for
systematic
reviews
that
was
appropriate
for
software
engineering
researchers
[12].
2.1.2
What
is
a
Systematic
Review
Systematic
Review
(SR)
is
used
to
refer
to
a
specific
methodology
of
research,
developed
in
order
to
gather
and
evaluate
the
available
evidence
pertaining
to
a
focused
topic
[13].
This
is
the
process
of
summarizing
all
existing
information
about
a
phenomenon
in
a
thorough
and
empirical
way.
At
the
end,
systematic
review
draws
a
general
conclusion
from
individual
studies
on
any
phenomena.
A
systematic
type
of
review
follows
a
very
well
defined
and
strict
sequence
of
methodological
steps.
A
systematic
review
begins
when
researchers
are
confident
that
it
is
necessary
to
carry
it
out.
It
aims
to
integrate
empirical
research
in
order
to
create
generalizations.
In
this
regard,
defined
assessment
objectives,
reference
source,
data
extraction
method
are
some
of
the
aspects
contained
in
the
protocol
used
for
this
systematic
review
[13].
2.1.3
Protocol
Description
Biolchini
et
al,
[13]
have
drawn
up
a
proposal
for
how
to
conduct
a
systematic
review
focused
on
Software
Engineering
adapting
it
from
other
study
areas
such
as
medicine.
Hence,
for
this
work,
the
protocol
proposed
is
applied
to
the
systematic
review
for
IT
service
management
in
small
and
medium
sized
enterprises.
2.1.4
Prototype
Development
The
prototype
development
used
for
the
systematic
review
of
the
subject
is
presented:
Service
Level
Management
for
IT
Services
in
small
and
medium
sized
enterprises.
2.1.4.1
Question
Formulation
The
systematic
review
objective
should
be
clearly
established
in
order
to
formalize
the
question.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-28-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
| S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 13
2.1.4.2
Question
Focus
The
systematic
review
is
carried
out
to
identify
initiatives
and
experience
reports
on
Service
Level
Management
for
IT
Services
in
small
and
medium
sized
enterprises.
2.1.4.3
Question
Quality
and
Amplitude
This
section
aims
at
defining
the
syntax
of
the
research
question
(the
context
in
which
the
review
is
applied
and
the
question
the
study
must
answer)
and
its
semantic
specificity
(or
question
range)
described
by
the
remaining
items
of
this
section
-‐
intervention,
effect,
outcome
measure,
population
and
application.
Next,
each
of
them
are
described
[13]
specifically
for
Service
Level
Management
for
IT
Services
in
small
and
medium
sized
enterprise.
Problem:
Service
Level
Management
(SLM)
is
a
vital
process
for
every
IT
service
provider
organization
in
that
it
is
responsible
for
agreeing
and
documenting
service
level
targets
and
responsibilities
within
Service
Level
Agreements
(SLAs)
and
Service
Level
Requirements
(SLRs),
for
every
activity
within
IT.
SLM
implementation
is
needed
to
ensure
that
an
agreed
level
of
IT
service
is
provided
for
all
current
IT
services
and
those
future
services
are
delivered
to
agreed
achievable
targets
[1].
Question:
What
initiatives
have
been
carried
out
to
evaluate
processes
for
Service
Level
Management
in
IT
service
context?
Intervention:
Service
Level
Management
for
IT
Services
in
small
and
medium
sized
enterprises.
Effect:
Service
Level
Management
initiatives
and
proposals
for
IT
services
in
small
and
medium
sized
enterprises.
Outcome
measure:
Number
of
identified
initiatives.
Population:
Publications
related
to
Service
Level
Management,
IT
Services
and
small
and
medium
sized
enterprises.
Application:
Organizations
that
use
IT
services
and
those
who
provide
them.
Experimental
Design:
No
experimental
design
will
be
performed.
2.1.4.4
Source
Selection
The
objective
of
this
section
is
to
select
the
sources
where
the
primary
studies
will
be
executed
[13].
To
perform
the
selection
the
author
of
the
systematic
review
protocol
proposes
to
address
the
following
issues:
Source
Selection
Criteria
Definition
• Use
search
mechanism
with
keywords
and
sites
suggested
by
experts.
• Use
papers
recommended
by
other
experts.
• Use
papers
available
on
the
website.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-29-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
| S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 15
Source
Selection
After
Assessment
Firstly,
it
is
evaluated
if
the
sources
fit
all
defined
criteria.
Initially,
the
complete
list
is
right.
After
applying
the
search
string
to
all
sources,
it
was
found
that
some
items
were
common
in
the
IEEE
Computer
Science
Digital
Library
and
ACM
sources.
Reference
Checking
Three
researchers
from
the
Research
Group
of
Software
Process
Improvement
for
Spain
and
Latin
American
Region
evaluated
the
sources
list
obtained
from
the
previous
section
and
determined,
at
first
instance,
all
references
as
approved.
2.1.4.5
Studies
Selection
In
this
systematic
review,
an
iterative
and
incremental
procedure
is
used
for
studies
selection:
a)
Iterative,
to
group
all
activities
that
could
be
repeated
during
the
procedure,
and
b)
Incremental,
because
the
studies
are
approached
and
recorded
one
by
one
until
obtaining
the
systematic
review
results[10].
This
iterative
and
incremental
procedure
is
used
due
to
its
functionality
in
other
systematic
reviews.
This
section
describes
the
process
and
criteria
for
studies
selection
and
evaluation.
Studies
Definition
The
studies
inclusion
(IC)
and
exclusion
criteria
(EC)
definitions
[11]
are
as
follows:
#
Source
1
ACM
Digital
Library
2
IEEE
Computer
Science
Digital
Library
3
Springer
Link
4
Science@Direct
5
Software
Engineering
Institute
Table
3.
Source
Lists](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-31-320.jpg)
![18
Data
Extraction
Forms
To
analyze
data
and
information
submitted
in
selected
studies,
relevant
remarks
of
the
main
studies
ideas
were
made
and
recorded
in
a
document
with
a
sequence
number
identification
that
matches
with
the
sequential
paper
number
given
when
it
was
stored
as
primary
study.
Extraction
Execution
The
process
to
extract
results
from
the
primary
study
has
been
discussed
below.
Objective
Results
Extraction
A
complete
and
detailed
reading
from
these
studies
allowed
us
to
organize
and
classify
them
for
a
later
analysis.
With
an
unbiased
evaluation
of
the
information,
identified
and
classified
study
records
were
generated
in
a
structured
table
containing
the
following
rows:
Consecutive
Study
(sequential
paper
number),
Study
methodology
(remarks
of
the
main
ideas
concerned
with
the
methodology),
and
Study
outcome
(data
and
information
of
the
conclusion
presented
in
each
study).
Subjective
Result
Extraction
The
following
rows
were
added
to
the
previous
table:
Data
about
Authors
(full
names
and
available
contact
information
in
the
studies)
and
Additional
Notes
(a
specific
field
to
store
general
information
related
to
subject
covered
in
the
study).
Resolution
of
divergences
between
reviewers
In
the
development
procedure
for
the
extraction
of
the
information
contained
in
the
selected
primary
studies,
different
perceptions
among
authors
of
the
studies
were
presented.
However,
none
of
them
is
considered
as
an
important
divergence,
but
rather,
the
findings
were
complemented
to
obtain
a
comprehensive
analysis
of
the
paper.
Here,
in
this
section,
the
author
has
tried
to
find
out
current
state
of
the
art
of
the
Service
Level
Management
in
small
and
medium
sized
enterprises
using
the
defined
protocol
from
Biolchini
et
al,
[13]
in
a
systematic
way.
Detailed
finding
from
this
systematic
review
is
described
in
next
section.
2.2
RESULTS
OF
THE
SYSTEMATIC
REVIEW
After
the
systematic
review
execution
(mentioned
in
previous
section),
the
results
must
be
summarized
and
analyzed
using
statistical
methods.
This
section
presents
a
summary
of
the
data
resulting
from
the
selected
studies.
This
summary
is
obtained
from
statistical
calculus.
2.2.1
Studies
Trends
In
order
to
know
organization
trend
respect
to
Service
Level
Management
(SLM),
studies
related
to
any
aspect
of
SLM
were
classified;
taking
into
account](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-34-320.jpg)
![22
Fig.
5.
Studies
Classified
by
models
Clearly,
this
systematic
review
shows
that
there
is
not
enough
research
works
on
SLM
or
ITSM
in
small
and
medium
sized
enterprises
though
small
and
medium
sized
enterprises
represent
major
part
of
the
market.
2.3
STUDY
ON
THE
PROCESSES
OF
THE
FRAMEWORKS
As
it
is
mentioned
earlier
there
are
some
frameworks
have
been
proposed
to
manage
IT
Services.
But
unfortunately
none
of
those
frameworks
has
been
uttered
about
either
IT
services
or
its
classification.
Here,
a
brief
discussion
on
the
processes
of
those
frameworks
is
presented.
2.3.1
IT
Infrastructure
Library
(ITIL)
ITIL
is
a
framework
that
provides
guidance
on
how
to
offer
quality
IT
services.
The
newly
released
ITIL
v3
has
included
deeper
service
management
guidelines
that
will
bring
greater
flexibility
and
efficiency
to
an
existing
IT
framework.
The
ITIL
v3
core
volumes
[38]
are:
• Service
strategy,
• Service
design,
• Service
operation,
• Service
transition,
• Continual
service
improvement.
For
the
IT
service
taxonomy,
main
focus
of
this
work
was
on
service
strategy
and
service
design.
The
main
processes
involved
into
these
two
volumes
are
discussed
below.
2.3.1.1
Service
Portfolio
Management
(SPM)
Service
Portfolios
represent
the
ability
and
willingness
of
a
service
provider
to
serve
customers
and
market
spaces.
This
management
process
is
a
dynamic
method
for
governing
investments
in
service
management
across
the
organizations
[38].
Moreover,
effective
service
portfolio
management
helps
to
make
everyone
better
informed
and
to
make
decision
about
outcome
of
the](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-38-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
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service.
In
a
nutshell,
Service
Portfolio
Management
(SPM)
delivers
unprecedented
levels
of
transparency
into
services,
assets,
and
applications,
enabling
everyone
to
improve
decision-‐making,
reduce
maintenance
costs,
and
increase
the
value
one
bring
to
the
business.
Service
portfolio
management
process
is
a
dynamic
and
ongoing
process.
This
process
contains
following
work
methods
[38]:
• Define:
This
step
defines
inventory
services,
ensures
business
cases
and
validates
portfolio
data.
• Analyze:
This
step
maximizes
portfolio
value
and
ensures
alignment,
prioritization
and
balance
in
supply
and
demand.
• Approve:
This
step
does
finalize
proposed
portfolio
and
does
authorize
services
and
resources.
• Charter:
This
step
communicates
decisions,
allocates
resources
and
charter
services.
2.3.1.2
Service
Catalog
Management
According
to
ITIL
Service
Design
Book,
“the
purpose
of
Service
Catalog
Management
is
to
provide
a
single
source
of
consistent
information
to
all
of
the
agreed
service
and
ensure
that
it
is
widely
available
to
those
who
are
approved
to
access
it”
[1].
The
goal
of
this
process
is
to
ensure
that
Service
Catalog
is
produced
and
maintained,
containing
accurate
information
to
all
operational
services
and
those
prepared
to
be
run
operationally
[1].
Besides,
the
objective
of
service
catalog
management
is
to
manage
the
information
contained
within
the
catalog
and
to
ensure
that
it
is
accurate
and
reflects
the
current
details,
status,
interface
and
dependencies
of
the
all
services
that
are
run
or
prepared
to
run,
in
the
live
environment.
Hence,
the
scope
of
this
process
is
to
provide
and
maintain
accurate
information
to
all
services
that
are
transitioned
or
have
been
transitioned
to
the
live
environment.
2.
3.1.3
Service
Level
Management
Service
Level
Management
negotiates,
agrees
and
documents
appropriate
IT
service
target
with
representative
of
the
business
and
then
monitors
and
produces
reports
on
the
service
provider’s
ability
to
deliver
the
agreed
level
of
service
[1].
SLM
is
a
vital
process
for
every
IT
service
provider
organizations
in
that
it
is
responsible
for
agreeing
and
documenting
service
level
targets
and
responsibilities
within
SLAs
and
SLRs,
for
activity
within
IT.
If
these
targets
are
appropriate
and
accurately
reflect
the
requirements
of
the
business,
the
service
delivered
by
the
service
provider
will
be
aligned
with
business
requirements
and
meet
the
expectation
of
the
customers
and
users
in
terms
of
service
quality.
If
the
targets
are
not
aligned
with
business
needs,
service
provider
activities
and
service
levels
will
not
be
aligned
with
business
expectation.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-39-320.jpg)
![24
The
goal
of
SLM
process
is
to
ensure
that
an
agreed
level
of
IT
service
is
provided
for
all
current
IT
services,
and
that
future
services
are
delivered
to
agreed
achievable
targets.
The
purpose
of
this
process
is
to
ensure
that
all
operational
service
and
their
performance
are
measured
in
a
consistent,
professional
manner
throughout
the
IT
organization,
and
that
the
service
and
the
reports
produced
meet
the
needs
of
the
business
and
customers
[1].
Another
objective
of
SLM
is
to
define,
document,
agree,
monitor,
meausre,
report
and
review
the
level
of
IT
services
provided
and
to
provide
and
improve
the
relationship
and
communication
between
the
business
and
customers.
SLM
process
is
also
responsible
formonitoring
and
improving
customer
satisfaction
with
the
quality
of
service
delivered.
This
process
also
ensures
that
IT
and
the
customer
have
a
clear
and
unambiguous
expectation
of
the
level
of
service
to
be
delivered
[1].
2.3.2
CMMI
for
Services
(CMMI_SVC)
CMMI-‐SVC
is
a
complete
set
of
guidelines
to
help
enterprises
to
establish
and
to
improve
the
processes
for
delivering
services.
This
framework
ensures
to
adapt
and
extend
proven
standards
and
best
practices
to
reflect
the
unique
challenges
faced
in
service
industries.
CMMI-‐SVC
offers
to
the
providers
a
practical
and
focused
framework
for
achieving
higher
levels
of
service
quality,
controlling
costs,
improving
schedules,
and
ensuring
user
satisfaction
[8].
There
are
several
process
areas
that
are
related
to
CMMI_SVC.
Here
the
main
process
areas
of
CMMI
SVC
are
discussed.
2.3.2.1
Service
Delivery
The
purpose
of
Service
Delivery
(SD)
is
to
deliver
services
in
accordance
with
service
agreements.
Specific
goals
related
with
this
process
area
are
to
establish
service
agreements,
prepare
for
service
delivery
and
deliver
services
[1][39].
2.3.2.2
Capacity
and
Availability
Management
The
purpose
of
Capacity
and
Availability
Management
is
to
ensure
effective
service
system
performance
and
ensure
that
resources
are
provided
and
used
effectively
to
support
service
requirements.
Specific
goals
related
to
this
process
area
are
to
prepare
for
Capacity
and
Availability
Management
and
monitor
and
analyze
capacity
and
availability
[1][39].
2.3.2.3
Service
System
Transition
The
purpose
this
process
area
is
to
deploy
new
and
significant
changed](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-40-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
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service
system
component
while
managing
their
effect
on
ongoing
service
delivery.
Specific
goal
related
to
this
process
area
is
to
prepare
for
service
system
transition
and
deploy
the
service
system
[1][39].
2.3.2.4
Service
Continuity
The
purpose
of
service
continuity
is
to
establish
and
maintain
plan
to
ensure
continuity
of
services
during
and
following
any
significant
disruption
of
normal
operations.
Specific
goals
of
this
area
are
to
identify
essential
service
dependencies,
prepare
for
service
continuity
and
verify
and
validate
service
continuity
plan
[1][39].
2.3.2.5
Service
System
Development
The
purpose
of
service
system
development
is
to
analyze,
design,
develop,
integrate,
verify
and
validate
service
systems,
including
service
system
components,
to
satisfy
existing
or
anticipated
service
agreement.
The
specific
goals
of
this
process
area
are
to
develop
and
analyze
stakeholders’
requirements,
develop
service
systems
and
verify
and
validate
service
system
[1][39].
2.3.2.6
Strategic
Service
Management
The
purpose
of
strategic
service
management
is
to
establish
and
maintain
standard
services
in
concert
with
strategic
needs
and
plans.
The
specific
goals
related
to
this
process
area
are
to
establish
strategic
needs
and
plans
for
standard
services
and
establish
standard
service
[1][39].
2.3.3
Control
Objective
for
Information
and
related
Technology
(COBIT)
According
to
[5],
“the
Control
Objectives
for
Information
and
related
Technology
(COBIT)
is
a
set
of
best
practices
(framework)
for
information
technology
management
created
by
the
Information
Systems
Audit
and
Control
Association
(ISACA),
and
the
IT
Governance
Institute
(ITGI)
in
1996”.
This
framework
provides
a
set
of
generally
accepted
measures,
indicators,
processes
and
best
practices
to
assist
managers,
auditors,
and
IT
users
in
maximizing
the
benefits
derived
through
the
use
of
IT
and
developing
appropriate
IT
governance
and
control
in
a
company.
COBIT
covers
four
domains
[40]:
• Plan
and
Organize,
• Acquire
and
Implement,
• Deliver
and
Support,
• Monitor
and
Evaluate.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-41-320.jpg)
![26
2.3.3.1
Plan
and
Organize
This
domain
covers
strategies
and
tactics,
and
concerns
the
identification
of
the
way
IT
can
best
contribute
to
the
achievement
of
the
business
objectives.
The
consciousness
of
the
strategic
vision
needs
to
be
planned,
communicated
and
managed
for
different
perspectives
[40].
The
following
table
lists
the
IT
processes
contained
in
the
Plan
and
Organize
domain.
• Define
a
Strategic
IT
Plan
and
direction,
• Define
the
Information
Architecture,
• Determine
Technological
Direction,
• Define
the
IT
Processes,
Organization
and
Relationships,
• Manage
the
IT
Investment,
• Communicate
Management
Aims
and
Direction,
• Manage
IT
Human
Resources,
• Manage
Quality,
• Assess
and
Manage
IT
Risks,
• Manage
Projects.
2.3.3.2
Acquire
and
Implement
The
acquire
and
implement
domain
covers
processes
related
to
identifying
IT
requirements,
acquiring
the
technology,
and
implementing
it
within
the
company’s
current
business
processes.
The
processes
of
this
domain
have
been
mentioned
below
[40].
• Identify
Automated
Solutions,
• Acquire
and
Maintain
Application
Software,
• Acquire
and
Maintain
Technology
Infrastructure,
• Enable
Operation
and
Use,
• Procure
IT
Resources,
• Manage
Changes,
• Install
and
Accredit
Solutions
and
Changes.
2.3.3.3
Deliver
and
Support
The
Deliver
and
Support
domain
covers
the
delivery
aspects
of
the
information
technology.
This
domain
focuses
on
the
execution
of
the
applications
within
the
IT
system
and
its
results,
as
well
as
the
support
processes
that
enable
the
effective
and
efficient
execution
of
these
IT
systems.
The
processes
of
this
domain
have
been
mentioned
below.
• Define
and
Manage
Service
Levels,
• Manage
Third-‐party
Services,
• Manage
Performance
and
Capacity,
• Ensure
Continuous
Service,
• Ensure
Systems
Security,
• Identify
and
Allocate
Costs,](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-42-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
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• Educate
and
Train
Users,
• Manage
Service
Desk
and
Incidents,
• Manage
the
Configuration,
• Manage
Problems,
• Manage
Data,
• Manage
the
Physical
Environment,
• Manage
Operations.
2.3.3.4
Monitor
and
Evaluate
The
Monitor
and
Evaluate
domain
covers
the
strategy
of
an
organization
in
assessing
the
needs
of
the
organization
and
whether
or
not
the
current
IT
system
still
meets
the
objectives
for
which
it
was
designed
and
the
controls
necessary
to
comply
with
regulatory
requirements.
The
processes
of
this
domain
have
been
mentioned
below
[40].
• Monitor
and
Evaluate
IT
Processes,
• Monitor
and
Evaluate
Internal
Control,
• Ensure
Regulatory
Compliance,
• Provide
IT
Governance.
2.3.4
Microsoft
Operational
Framework
(MOF)
2.3.4.1
MOF
Process
Model
The
principles
and
practices
of
MOF
are
easy
to
incorporate
and
apply
selectively
or
comprehensively.
The
objective
of
the
MOF
Process
Model
is
to
provide
a
simple
representation
of
the
complex
components
and
their
relationships
within
the
model.
According
to
[24],
the
MOF
Process
Model
assists
the
delivery
and
support
of
IT
services
by
addressing
the
following
four
principles:
•
Structured
architecture
-‐
This
MOF
Process
Model
is
built
upon
an
architecture
that
is
responsible
for
providing
the
structure
for
process
integration,
life
cycle
management,
mapping
of
roles
and
responsibilities,
and
overall
management
command
and
control.
It
also
provides
the
underlying
foundation
for
technology-‐specific
operations
and
process
automation.
•
Rapid
life
cycle,
iterative
improvement
–
MOF
process
model
encourages
the
concept
of
a
rapid
life
cycle
that
supports
the
business
to
cope
with
the
changes
quickly
and
allows
to
continuously
assess
and
iteratively
improve
the
overall
operations
environment.
This
process
model
categorizes
key
operational
activities
into
quadrant.
•
Review-‐driven
management
–
MOF
offers
several
methods
and
techniques
in
its
Service
Management
Functions
(SMFs)
to
assist
management
in
the
control
and
oversight
of
the
environment.
Moreover,](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-43-320.jpg)
![28
in
addition,
this
process
model
also
includes
Operation
Management
Reviews
(OMRs)
with
its
method
and
technique
to
get
the
most
from
the
IT
investment.
These
reviews
evaluate
performance
for
release-‐based
activities
and
daily,
operational
activities.
MOF
makes
these
reviews
an
explicit
part
of
the
Process
Model
and
provides
detailed
guidance
on
how
to
conduct
them.
•
Embedded
risk
management
-‐
MOF
promotes
the
management
of
risk
to
its
own
discipline.
This
process
model
discusses
risk
in
the
context
of
each
SMF
and
Team
Model
role
cluster.
MOF
risk
management
discipline
provides
detailed
guidance
for
operation
risk
management.
The
Microsoft
Operations
Framework
(MOF)
principles
discussed
above
are
instituted
through
the
key
components
of
the
Process
Model
architecture,
which
are
Quadrants,
Operations
management
reviews,
and
Service
management
functions.
Normal
operations
activities
are
defined
and
grouped
into
quadrants,
each
of
which
is
focused
on
a
particular
set
of
processes
and
tasks.
Significant
milestones
in
the
operations
life
cycle
are
represented
by
operations
management
reviews,
which
are
major
decision
and
review
points
in
the
Process
Model.
Service
management
functions
document
specific
processes
that
are
performed
within
each
of
the
quadrants.
These
are
typically
quite
specific
and
prescriptive
toward
a
single
activity
-‐
for
example,
capacity
management
or
help
desk
functions.
MOF
Service
Management
Function
As
noted
earlier,
service
management
functions
(SMFs)
are
the
underlying
activities
and
processes
within
each
MOF
quadrant
and
support
the
mission
of
service
for
that
quadrant.
[40].
These
SMFs
are
worked
at
the
core
of
the
MOF
Process
Model.
Each
SMF
is
assigned
a
"home"
or
"primary"
quadrant.
This
assignment
aligns
the
functions
performed
with
the
mission
of
service
for
that
quadrant.
This
natural
alignment
also
allows
the
IT
manager
to
see
the
entire
key
SMFs
in
each
MOF
quadrant
to
effectively
run
the
operations
environment.
2.4
CONCLUSION
In
this
systematic
review,
most
of
the
works
have
been
performed
in
year
2008.
According
to
the
statistics
in
systematic
review,
from
year
2005
the
researches
on
Service
Level
Management
have
increased
significantly.
Although
these
works
on
SLM
and
ITSM
in
small
and
medium
sized
enterprises
are
not
many,
the
numbers
of
the
works
are
increasing
over
the
years.
This
trend
also
confirms
the
interest
over
SLM
process
showed
by
Fleming
[2]
and
CMMI-‐SVC
reports
[8].
Other
relevant
data
showed
in
this
work
is
that
45
%
of
the
studied
papers
deal
with
IT
service
management
in
terms
of
SLM
(including
SLA
and
SLO).
26%
of
the
studies
are
related
to
small
and
medium
sized
enterprises.
Moreover,
23
%
of
studies
are
related
to
SLM
and
small
and
medium
sized](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-44-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
| R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 33
3.1
INTRODUCTION
The
service
industry
is
a
basic
engine
for
the
development
of
world
economy
[8].
Service
providers
define
a
complete
set
of
services
in
their
Service
Portfolio.
Classifications
and
detail
descriptions
of
IT
services
are
key
contributors
to
the
design
and
development
of
the
IT
Service
Portfolio
and
IT
Service
Catalog.
In
this
chapter,
the
categorizations
of
the
IT
services
have
been
termed
as
IT
Service
Taxonomy
(ITST).
To
assist
small
and
medium
sized
enterprises
in
Service
Level
Management,
IT
Service
Taxonomy
can
play
an
important
role.
ITST
not
only
can
define
the
origin
of
the
services
but
also
can
outline
the
boundary
of
the
services.
In
addition
to
that,
more
generic
and
public
(to
the
market)
IT
Service
portfolio
and
IT
Service
Catalog
can
be
developed
based
on
this
IT
Service
Taxonomy.
In
this
chapter,
the
methodology
of
development
of
IT
Service
Taxonomy
as
well
as
the
details
of
IT
Service
Taxonomy
has
been
described.
Here,
in
this
chapter,
to
develop
the
IT
Service
Taxonomy,
the
following
definitions
have
taken
into
account:
Service:
•
A
service
is
a
product
that
is
intangible
and
does
not
store
[8].
•
A
service
is
a
means
of
providing
value
to
customers
by
providing
the
results
they
want
to
achieve
without
generating
costs
and
risks
[1].
IT
Service:
An
IT
service
is
a
value
that
is
based
on
the
use
of
information
technology
to
support
the
business
processes
of
the
clients.
An
IT
service
is
composed
of
a
mix
of
personnel,
processes
and
technology
that
must
be
defined
in
a
Service
Level
Agreement
[8].
Taxonomy:
The
taxonomy
is
a
controlled
vocabulary
comprising
preferred
terms,
all
of
which
are
connected
in
a
hierarchy
[11].
Service
Component
According
to
ITIL
[1],
this
term
is
used
to
mean,
one
part
of
the
service,
something
more
complex.
For
example,
a
computer
system
may
be
a
component
of
an
IT
Service.
Dependent
System
A
set
of
"related
things"
that
work
together
to
achieve
an
objective
is
called
dependent
system
[1].
Assets
of
Services
According
to
ITIL
[1],
the
asset
of
service
means
any
resource
or
capability.
Assets
of
a
Service
Provider
include
anything
that
could
contribute
to
the](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-49-320.jpg)
![34
delivery
of
a
service.
In
next
section
IT
service
taxonomy
has
been
discussed.
3.2
DEVELOPMENT
OF
IT
SERVICE
TAXONOMY
IT
service
Taxonomy
has
been
designed
to
support
the
service
industries
in
order
to
implement
IT
Services.
It
will
help
the
small
industries
to
manage
these
services
by
providing
them
most
of
the
available
IT
services
in
the
market.
Hence,
if
the
industries
know
the
hierarchy
of
the
services
then
it
will
be
easier
for
them
to
choose
the
services
and
to
make
decision
what
services
need
to
be
implemented.
This
can
ensure
efficient
and
effective
management
of
those
services.
The
development
of
this
IT
Service
Taxonomy
has
undertaken
the
following
activities:
3.2.1.
Identify,
establish
and
define
categories
The
main
categories
and
their
descriptions
in
the
ITST
are
based
on
the
reports
from
the
state
of
the
arts
and
trend
of
the
use
of
IT
services
in
Spain
by
the
Spanish
Association
of
Consulting
(AEC)
[17],
the
Association
of
Electronics
Information
Technology
(AETIC)
[18],
Sopra
Profit
[19]
and
European
Management
Consultancy
Market
[20]
as
well
as
journal
articles
Computing
[21]
and
Universia
Business
Review
[22]
[33].
3.2.2.
Identify,
establish
and
define
subcategories
and
services
The
following
steps
have
been
considered
to
identify,
establish
and
define
sub
categories
and
services.
3.2.2.1
Selection
of
IT
service
providers
In
this
step,
the
"search
strings"
has
been
developed
to
find
out
the
most
important
service
industries
in
the
domain
of
IT
services.
To
satisfy
the
whole
industry
in
a
great
extent
small,
medium
and
large
enterprises
have
been
taken
into
consideration
while
searching
IT
services.
Some
examples
of
these
phrases
are
as
follows:
'IT
SERVICES
"AND"
HARDWARE
"OR"
SOFTWARE
"OR"
CONSULTING'
OR
'OPERATION'
OR
'OUTSOURCING'
OR
'INTEGRATION
AND
DEVELOPMENT'
AND
(SMALL
AND
(COMPANY
OR
ORGANIZATION
OR
ENTERPRISE
OR
SETTING))
“IT
SERVICES”
AND
(“HARDWARE”
OR
“SOFTWARE”
OR
‘’CONSULTING”
OR
‘OPERATION”
OR
“OUTSOURCING”
OR
“DEVELOPMENT”
OR
“INTREGATION”)
AND
(COMPANY
OR
ORGANIZATION
OR
ENTERPRISE)
The
results
of
the
search
have
been
analyzed
and
reviewed
to
conform
that
search
outcomes
contain
only
IT
service
companies.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-50-320.jpg)
![90
3.5.1
Method
to
develop
IT
Service
Portfolio
using
ITST
Here,
in
this
subsection
a
partial
IT
service
portfolio
[1,
25]
has
been
tried
to
propose
for
the
lab
using
IT
services
taxonomy.
As
an
initial
step,
all
the
IT
services
of
this
setting
are
identified.
IT
services
are
defined
based
on
the
information
found
in
the
university
website
and
by
visiting
the
lab.
Printing
service,
email
service,
hardware
support
service,
software
support
services
etc
have
been
recognized
as
IT
services
for
this
lab.
For
the
ease
of
the
explanation,
only
email
service
has
been
discussed
here.
To
define
the
IT
Service
Portfolio
for
this
lab,
the
methodology
mentioned
in
ITIL
[1,
26]
has
been
applied.
The
proposed
ITST
has
been
used
in
the
third
steps
of
IT
service
portfolio
development.
According
to
the
first
step
to
define
IT
service
portfolio,
service
component
of
email
services
has
been
identified.
The
components
are
IMAP
server
access,
mailing
list.
Then,
as
a
dependent
system
of
those
components,
IMAP
server
access
has
been
identified.
For
IMAP
Server
access,
virus
filtering,
backup
has
been
recognized.
Afterwards,
virus
software,
front
end
have
been
found
as
the
assets
of
the
dependent
system.
In
second
step,
the
lab
will
define
the
cost
of
those
services
and
related
components.
In
this
case,
they
can
use
cost
model
to
define
cost
of
each
component.
In
third
step,
IT
services
should
get
approved.
Email
service,
virus
filtering,
IMAP
server
access
have
to
be
defined
in
this
steps.
Here,
virus-filtering
service
indicates
that
it
is
responsible
for
filtering
the
virus
to
protect
the
system.
If
proposed
ITST
is
considered
then
there
is
no
such
service
mentioned
in
it.
But
if
contents
of
that
service
are
taken
into
consideration
then
it
will
be
under
Support
Service.
There
is
Antivirus
Service
with
same
contents.
So,
to
keep
uniform
vocabulary,
instead
of
virus
filtering
“Antivirus
Service”
label
can
be
introduced
in
this
IT
Service
Portfolio.
Moreover,
for
IMAP
server
access,
there
is
no
such
label
mentioned
in
proposed
taxonomy.
So
IMAP
Server
Access
should
be
defined
with
same
title
under
Server
Service.
Same
way
‘email
service’
will
go
under
Support
Service.
In
Figure
34,
Service
portfolio
for
lab
support
has
been
presented.
Services
related
lab
support
and
other
related
components,
assets
have
been
shown
here.](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-106-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
| R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 91
Spam
software
Antivirus
Front
End
IMAP
Server
Access
Backup
Email
Mailing
List
Lab
Support
Local
Area
Network
Figure
34:
IT
Service
Portfolio
(Partial
Picture)
So,
when
a
small
setting
offers
a
service
that
is
already
mentioned
in
proposed
ITST
then
that
small
setting
should
confirm
the
vocabulary.
But
if
no
such
service
is
in
ITST,
then
based
on
the
service
characteristics
it
can
be
defined
under
suitable
category
or
subcategory.
3.5.2
Method
to
develop
IT
Service
Catalog
using
ITST
In
this
section,
an
attempt
to
develop
a
service
Catalog
based
on
the
IT
service
taxonomy
has
been
discussed.
If
the
entire
service
industry
uses
same
approach
using
proposed
ITST
to
develop
IT
Service
Catalog
then
all
of
the
service
providers
will
be
able
to
communicate
with
each
other
in
a
flexible
way.
Here,
IT
Service
Catalog
has
been
proposed
for
the
lab
(UPM
lab)
used
in
previous
section
for
IT
Service
Portfolio.
In
this
lab,
for
example,
has
hardware
maintenance
service,
which
also
responsible
for
providing
Hardware
upgrades
service.
According
to
the
proposed
service
taxonomy,
this
hardware
upgrade
service
is
under
support
category
and
hardware
maintenance
subcategory.
So
it
is
easier
to
know
the
root
of
the
service.
In
below
an
IT
service
catalog
for
Hardware
maintenance
service
has
been
depicted.
The
structure
of
the
catalog
has
been
considered
from
ITIL
[1]
with
little
modification.
Table
7
shows
the
IT
service
catalog
for
Hardware
upgrade
service
for
the
UPM
lab.
Service
Portfolio
IT
Services
Service
Component
Assets
Dependent
System](https://image.slidesharecdn.com/itservicetaxonomy-161207234259/85/ITIL-Security-Services-Offering-An-Approach-107-320.jpg)
![An IT Service Taxonomy for Elaborating IT Service Catalog
| B i b l i o g r a p h y 97
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Uploaded byDavid Sweigert
ITIL Security Services Offering -- An Approach
This document appears to be a master's thesis submitted by Md. Forhad Rabbi to the Facultad de Informática, Universidad Politécnica de Madrid and to the School of Computing, Blekinge Institute of Technology. The thesis proposes developing an IT Service Taxonomy (ITST) to help elaborate IT service catalogs. It conducts a systematic literature review on IT service management and related topics. Based on the review, it develops a comprehensive ITST organized into categories, subcategories and specific services. The thesis then describes how the proposed ITST can be applied to develop IT service portfolios and catalogs.
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ITIL Security Services Offering -- An Approach
- 1. Master Thesis Software Engineering Thesisno: MSE-2009-34 December 2009 School of Engineering Blekinge Institute of Technology Box 520 SE – 372 25 Ronneby Sweden An IT Service Taxonomy for Elaborating IT Service Catalog Md Forhad Rabbi
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- 3. School of Engineering BlekingeInstitute of Technology Box 520 SE – 372 25 Ronneby Sweden Internet : www.bth.se/tek Phone : +46 457 38 50 00 Fax : + 46 457 271 25 This thesis is submitted to the Facultad de Informática, Universidad Politécnica de Madrid and to the School of Computing, Blekinge Institute of Technology, in partial fulfillment of the requirements for the degree of European Master on Software Engineering. The thesis is equivalent to 22 weeks of full time studies. Contact Information: Author: Md. Forhad Rabbi CarreteraBoadilla Del Monte, 52, 5B Madrid, 28024, Spain Email: mfrabbi@acm.org University Advisor: Jose A. Calvo-Manzano Villalón Facultad de Informática - Universidad Politécnica de Madrid Dpto de Lenguajes y SistemasInformáticos e Ingeniería del Software Campus de Montegancedo s/n 28660 Boadilla del Monte – Madrid Email: jacalvo@fi.upm.es Faculty Reviewer Richard Torkar PhD, Associate Professor in Software Engineering, School of Computing Blekinge Institute of Technology SE-372 25 Ronneby Sweden Email; richard.torkar@bth.se Office: +46 (0) 457 385 809 Mobile: +46 (0) 768 653 342
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An IT ServiceTaxonomy for Elaborating IT Service Catalog iii Table of Contents Acknowledgement ...............................................................................................xi Abstract ..............................................................................................................xiii CHAPTER 1:............................................................................................................ 1 INTRODUCTION................................................................................................... 1 1.1Introduction....................................................................................................................................................3 1.1.1 Service Taxonomy................................................................................................................................... 5 1.1.2 Service Portfolio ...................................................................................................................................... 5 1.1.3 Service Catalog......................................................................................................................................... 5 1.2 Problem and approach to the solution ..............................................................................................5 1.2.1 Problems in IT Service Catalog ......................................................................................................... 6 1.2.2 Approach to the Solution..................................................................................................................... 6 1.3 Objectives .......................................................................................................................................................7 1.4 Expected outcome.......................................................................................................................................7 1.5 Research methodology .............................................................................................................................7 1.6 Structure of the Thesis..............................................................................................................................8 CHAPTER 2:............................................................................................................ 9 STATE OF THE ART IN SERVICE LEVEL MANAGEMENT ................................... 9 2.1 Systematic Review...................................................................................................................................12 2.1.1 Systematic Review Background......................................................................................................12 2.1.2 What is a Systematic Review............................................................................................................12 2.1.3 Protocol Description............................................................................................................................12 2.1.4 Prototype Development......................................................................................................................12 2.2 Results of the Systematic Review......................................................................................................18 2.2.1 Studies Trends ........................................................................................................................................18 2.2.2. Studies Classification..........................................................................................................................19 2.2.3 Analysis of those studies covering the relationship of the three topics (ITSM, SLM and small and medium sized enterprises).............................................................................................20 2.3 Study on the processes of the frameworks...................................................................................22 2.3.1 IT Infrastructure Library (ITIL).....................................................................................................22 2.3.2 CMMI for Services (CMMI_SVC).......................................................................................................24 2.3.3 Control Objective for Information and related Technology (COBIT).............................25 2.3.4 Microsoft Operational Framework (MOF).................................................................................27 2.4 Conclusion...................................................................................................................................................28 CHAPTER 3:...........................................................................................................31 RESOLUTION FOR IT SERVICE TAXONOMY .....................................................31 3.1 Introduction................................................................................................................................................33 3.2 Development of IT Service Taxonomy............................................................................................34 3.2.1. Identify, establish and define categories....................................................................................34 3.2.2. Identify, establish and define subcategories and services..................................................34 3.2.3 Assign the services to sub-categories ...........................................................................................35 3.2.4 IT Services ................................................................................................................................................35 3.3. IT Service Taxonomy.............................................................................................................................53
- 6. iv 3.3.1 Category: Support Services...............................................................................................................55 3.3.1.1 Subcategory: Network Services...................................................................................................55 3.3.1.2 Subcategory: Security services ....................................................................................................57 3.3.1.3 Subcategory: Service Desk Services...........................................................................................58 3.3.1.4 Subcategory: Maintenance services..........................................................................................59 3.3.1.5 Subcategory: End User Services..................................................................................................63 3.3.2 Category: Outsourcing Services......................................................................................................64 3.3.2.1 Subcategory: Applications Outsourcing Services................................................................64 3.3.2.2 Subcategory: Application Development Services ................................................................65 3.3.2.3 Subcategory: Systems Integration Services...........................................................................67 3.3.2.4 Subcategory: Business Process Outsourcing Services (BPO).........................................68 3.3.2.5 Subcategory: Infrastructure Outsourcing Services ............................................................69 3.3.3.1 Subcategory: Customer Relationship Management Service (CRM) ............................70 3.3.3.2 Subcategory: IT Services Strategy .............................................................................................71 3.3.3.3 Subcategory: Product Chain Management Service ............................................................72 3.3.3.5 Subcategory: Consolidation Services........................................................................................74 3.3.3.6 Subcategory: Security Services....................................................................................................76 3.3.3.7 Subcategory: Business Continuity Services............................................................................77 3.3.3.8 Subcategory: Risk Management Services ...............................................................................78 3.3.3.9 Subcategory: IT Architecture Services.....................................................................................78 3.3.3.10 Subcategory: Business Service ..................................................................................................79 3.3.4 Category: Training ...............................................................................................................................80 3.3.5 Category: Operation ............................................................................................................................81 3.3.5.1 Subcategories: Management and control systems .............................................................81 3.3.5.2 Subcategory: Restoration Services ............................................................................................82 3.3.5.3 Subcategory: Application Performance Management......................................................82 3.3.5.4 Subcategory: Performance Engineering Services..............................................................82 3.3.5.5 Subcategory: Business Continuity Services............................................................................82 3.3.5.6 Subcategory: Other Operating Services...................................................................................83 3.3.5.7 Subcategory: Server services........................................................................................................83 5.3.5.8 Subcategory: Operational Security Services..........................................................................83 3.3.5.9 Subcategory: Microcomputer Operating Facilities ............................................................84 3.3.5.10 Subcategories: Operations and monitoring services.......................................................84 3.3.5.11 Subcategory: Mission Critical Services..................................................................................84 3.3.6 Category: Integration and Development Services..................................................................84 3.3.6.1 Subcategory: Systems integration and implementation Services................................85 3.6.2 Subcategory: Software Development Services.........................................................................86 3.3.7 Category: Other services ....................................................................................................................86 3.3.7.1 Subcategory: Security Management Services.......................................................................87 3.3.7.2 Subcategory: Risk Management Services ...............................................................................87 3.3.7.3 Subcategory: Cost Management Services ...............................................................................87 3.3.7.4 Subcategory: Print Management Services .............................................................................88 3.3.7.5 Subcategory: Relationship management services with suppliers (Supplier Relationships Management, SRM)............................................................................................................88 3.3.7.7 Subcategory: Infrastructure Management Service ............................................................89 3.4 Conclusion...................................................................................................................................................89 3.5 Application OF proposed IT Service Taxonomy: In IT Service Portfolio and IT service catalog Development......................................................................................................................................89 3.5.1 Method to develop IT Service Portfolio using ITST................................................................90 3.4.2 Method to develop IT Service Catalog using ITST ..................................................................91 CHAPTER: 4...........................................................................................................91 CONCLUSIONS AND FUTURE WORK .................................................................91
- 7. An IT ServiceTaxonomy for Elaborating IT Service Catalog v Bibliography.......................................................................................................95 PUBLICATION........................................................................................................99 APPENDIX ...........................................................................................................101 1.1Template for Systematic Review..................................................................................................... 101 1.2 Papers Used for Systematic Review.............................................................................................. 103 1.3 Reviewed IT Companies..................................................................................................................... 107
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- 9. An IT ServiceTaxonomy for Elaborating IT Service Catalog vii Index of Figures Figure 1 Studies Trend-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 19 Figure 2 Studies Classification-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 20 Figure3 Studies Classification by Country-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 21 Figure 4 Studies by Company’s Size-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 21 Figure 5 Studies classified by model ----------------------------------------- 22 Figure 6 Categories and Sub Categories of IT service-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 54 Figure 7 Support Service Category-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 54 Figure 8 Network Services-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 56 Figure 9 Security Services-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 57 Figure 10 Service Desk-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 58 Figure 11 Maintenance Services-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 59 Figure 12 End User Service Subcategory-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 63 Figure 13 Outsourcing service Category-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 64 Figure 14 Application Outsourcing -‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 65 Figure 15 Application Development-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 66 Figure 16 System integration-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 67 Figure 17 Business process outsourcing-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 68 Figure 18 Infrastructure outsourcing-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 69 Figure 19 Consultancy-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 70 Figure 20 Customer Relationship-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 71 Figure 21 IT services storages-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 72 Figure 22 Product chain management-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 73 Figure 23 Organizational performance-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 74 Figure 24 Consolidation-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 75 Figure 25 Security service consultancy-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 76 Figure 26 Business continuity-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 77 Figure 27 Risk management-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 78 Figure 28 IT architecture-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 78 Figure 29 Business services-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 79 Figure 30 Training-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 78 Figure 31 Operation services-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 79 Figure 32 Integration and development services-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 85 Figure 33 Other services-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 87 Figure 34 IT Service portfolio-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ 91
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- 11. An IT ServiceTaxonomy for Elaborating IT Service Catalog ix Index of Tables Table 1 Spanish Companies (Employee’s Straturn and Total)--------------- 11 Table 2 Search String for Systematic Review---------------------------------- 14 Table 3 Source List----------------------------------------------------------------- 15 Table 4 Studies inclusion and exclusion criteria definition------------------- 16 Table 5 Number of Studies and Result------------------------------------------ 17 Table 6 Information inclusion and exclusion criteria definition ------------- 17 Table 7 Hardware Upgrade Service --------------------------------------------- 92
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- 13. An IT ServiceTaxonomy for Elaborating IT Service Catalog xi Acknowledgement In the name of GOD who is the most gracious, merciful and creator of this universe. I am thankful to Him who blessed me with abilities to do this thesis work. I am thankful to our supervisor, Jose A. Calvo-‐Manzano Villalón, who was the real source of encouragement and motivation during the whole work of thesis. His useful suggestions, advice and ideas to bottleneck problems encountered during this thesis work were just immensurable. His expertise, devotion and constant encouragement were very helpful and made this effort an enjoyable one. My gratitude’s also goes to Gerzon Eliud Gómez for his invaluable guidance, fruitful discussions and encouragement throughout this thesis work. I am grateful for his kindness, patience and feedbacks. He is really the best. I am also grateful Larry Page and Sergey Brin, the co founder of Google. Thanks God, they came out of this idea of Google engine. Through out my thesis work I really got incredible supports from this search engine. I am thankful to all staff and friends at UPM, Spain; they all were very supportive and kind. We are thankful to Professor Oscar my contact person in UPM who encouraged me throughout the master studies. I am also thankful to Mai Nguyen for proof reading the whole thesis and helped me to cook my foods during my thesis work. At last, I am thankful to my family for their kind support, encouragement and dedication of their whole lives to make it possible for me to pursue higher studies in Sweden and Spain. Indeed, without their emotional support it would not be possible for me to accomplish this work.
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- 15. An IT ServiceTaxonomy for Elaborating IT Service Catalog xiii Abstract In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy. Keywords: IT Service Taxonomy (ITST), IT Service Management (ITSM), Service Level Management (SLM), IT Infrastructure Library (ITIL).
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- 17. 1 | In t r o d u c t i o n CHAPTER 1: INTRODUCTION
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- 19. An IT ServiceTaxonomy for Elaborating IT Service Catalog 3 1.1INTRODUCTION Service is nowadays one of the most important values to achieve the organization’s goals. In the present world, according to the study of National Academy of Engineering [3], most of the nations have transitioned from agriculture and manufacturing economics to service based economies. Hence, with respect to the research report from National Academy of Engineering [3], currently, more than 75% of the economies of industrialized nations are based on business services and in United States of America business services comprise nearly 80% of the country’s economic activities. Moreover, another study from the Software Engineering Institute [4] shows that the expectation for process improvement in services is likely to grow: services constitute more than 80% of the USA and global economy and 54% of what the Department of Defense (DoD) acquires. Furthermore, according to Fleming [2], 80% of the cost of an infrastructure is in service delivery and service support. So, it is easy to comprehend that services are more important than any other sectors of the business. In this dissertation, among all types of services, IT service is the main concern. According to [7], the Information and Communication Technology (ICT) field is one of the main contributors in changing economic background. And ICT companies are under pressure to deliver IT services in an efficient and effective manner to support the business. It is important to establish and employ the best practices and the best processes to optimize IT services in order to meet the business goal. In fact, IT service management is a set of processes that detail best practices based on some standards (IT Infrastructure Library, Microsoft Operational Frameworks, etc) to enable and optimize IT services in order to satisfy business requirements and manage the IT infrastructure both tactically and strategically [6]. Currently, a growing number of organizations are focusing on IT service management to manage their IT services. In the organizations, IT Service Management (ITSM) provides an approach combining process management and industry best practices [1] to ensure quality IT services. If the processes to deliver IT services are implemented in an uncontrolled way without defined measures, there is a high chance that these IT services will fail to meet the business needs [1]. According to Fleming [2], ITSM is a discipline for managing IT operations as a service that is process-‐oriented and accounts for 60% -‐ 90% of total cost of IT ownership. It is about managing information technology (IT) systems as well as it is philosophically centered on the customer's perspective of IT's contribution to the business. ITSM ensures IT infrastructures are aligned to the business requirements so that business unit and IT can operate in a coordinated effort to achieve the goal of the organization. One key challenge faced by managers today is to provide IT services that will cross many platforms to work cohesively with all core business functions internally and externally. It is therefore very pertinent for the top management to consider how those IT investments will support better service quality and lower cost and risk with a united approach to cross-‐domain collaboration and automation [14]. Here appears Service Level Management (SLM). Service Level Management ensures that agreed services are delivered where and when those
- 20. 4 are needed to be delivered. Service Level Management (SLM) negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider’s abilities to deliver the agreed level of services. SLM is a vital process for every IT service provider organization as it is responsible for agreeing and documenting service level targets and responsibilities within Service Level Agreements (SLA) and Service Level Requirement (SLR), for every activity within IT. There are several frameworks that have been proposed so far in industries to manage the IT services. These standards, processes and evaluation models or frameworks help organizations to improve the management of IT services. The public framework and standards assessed relevant to service management are Information Technology Infrastructure library (ITIL) [1], Capability Maturity Model Integration for Service (CMMI_SVC) [8], Control Objectives for Information and related Technology (COBIT)[5], BS 15000 [7] and MOF [24]. Among all the frameworks and approaches to manage IT services, ITIL is the most widely used service level management practice to establish and improve capabilities in service level management. ITIL is a set of publications providing descriptive guidance (i.e. what to do and why) on IT service management. ITIL has become the international standard guidance for IT service management [1]. This framework was created in the late 1980s by the government of United Kingdom to use in government agency and later expanded for using in all organizations. ITIL was formed with two objectives in mind: 1) create comprehensive, consistent and coherent codes of best practices for quality IT service management promoting business effectiveness in the use of IT, and 2) encourage the private sector to develop ITIL-‐related services and products (training, consultancy and tools). There are three features that make ITIL unique. Firstly, ITIL is vendor-‐neutral, best practice guidance. ITIL is a synthesis of ideas drawn from international practitioners—not academic theory of how things should be or a vendor’s view of how to operate its products. Secondly, ITIL is non-‐proprietary. Anyone can apply ITIL concepts freely in their organization. Thirdly, ITIL is comprehensive and consistent. Rather than providing isolated advice, ITIL attempts to describe every key process in IT service management, and to use a consistent, common sense set of definitions and distinctions across each process. Besides ITIL, the other popular framework for ITSM is CMMI for Service. This framework carries the CMMI architecture into the realm of practices that cover the management, establishment, and delivery of services [8]. CMMI for Services builds upon the same foundation of material that is in common with other CMMI constellations and adds goals and practices that focus specifically on service-‐related work. This framework has been developed to be compatible with the broad definition of service [8], and its goals and practices are therefore potentially relevant to any organization concerned with the delivery of services. CMMI for Services contains practices that cover project management, process management, service establishment, service delivery, and other supporting processes. This framework shares a great deal of common material with other CMMI constellations, and those already familiar with another CMMI constellation will find much of the CMMI for Services content to be familiar. However, the
- 21. An IT ServiceTaxonomy for Elaborating IT Service Catalog 5 CMMI for Services constellation provides an alternative, more streamlined approach to evaluate and improve the development of service systems that may be more appropriate in certain contexts [8]. All these frameworks have tried to recommend better IT service management than traditional service management [7]. In this dissertation, the research has been advanced based on ITIL framework. Therefore, this research work has used the same vocabulary of ITIL framework. Here are three most important vocabularies that have been used. 1.1.1 Service Taxonomy In this thesis, to the author, IT Service Taxonomy is a logical hierarchy of IT services to use in future development of IT service portfolio and later IT service catalog. IT Service Taxonomy (ITST) identifies the common and distinguishing characteristics of the services to increase discoverability and reuse. When there is IT service taxonomy, it is easy to recognize the services for the portfolio and catalog. 1.1.2 Service Portfolio The Service Portfolio is an executive-‐level view for mapping services to business needs. It documents the services under development (e.g. Service Pipeline), services that are in production or available for deployment (e.g. Service Catalog), and the retired services [9]. The Service Portfolio is useful for analyzing where to invest, prioritizing and allocating resources, risk management and financial modeling. 1.1.3 Service Catalog Service Catalog in service level management, by the definition of ITIL [9], is a list of services that an organization provides, often to its employees or customers. Each service within the Catalog typically includes a description of the service, timeframes or service level agreement for fulfilling the service, who is entitled to request/view the service, costs (if any), how to fulfill the service. It provides a central source of information on the IT services delivered by the service provider organization. This ensures that, area of the business can view an accurate, consistent picture of IT services, their details and their status [1]. Hence, it contains a customer-‐facing view of the IT services in use, how they are interested to be used, the business process they enable, and the levels and quality of service the customer can expect for each service. 1.2 PROBLEM AND APPROACH TO THE SOLUTION Interestingly, although there is so many frameworks and models for IT Service Management, this domain still demands a lot of research, especially in Service Level Management. The objective of the Service Level Management in ITSM is to lead IT organizations through the design of a service catalog and through the development of detailed service description for their services [36]. These services will then be documented in Service Catalog. But the industry has problem to understand this service catalog. Here, the major problem of existing IT service catalog has been discussed.
- 22. 6 1.2.1 Problems in IT Service Catalog Services defined in IT Service Catalog are ambiguous. In service industry, there is no uniform vocabulary for each service [32]. Sometimes services are offering the same content to the customers but addressing to the service labels are different. Vice versa is also true. Perhaps the services have the same label but they offer completely different content. Therefore, when customers request for the services based on the label of those services, the customers can be misled. As a result, customers get different services that are not intended. In contrast to traditional service catalog, planned service catalog can help the industries to sell their core product and increase revenue for the companies [31]. Service Catalog with uniform vocabulary can improve to get more revenue for the companies. For example, while reviewing the IT service companies, the author has found that “Security Service” was defined in different ways in different companies. For some companies it is more about supporting service whereas for other companies it is more about deployment service. By checking only the label or terminology of the service, it is impossible for customers to know about the service. In addition to uniform vocabulary problem, the IT services in contemporary industries are not perfectly categorized for service catalog, especially in small and medium sized enterprises. It leads to luck of understanding of the relationship among services. It is hard to find information about the services including root of the services. Till now most of the works or research related to service level management and service categorization are for large industries [28][29][30]. But the fact is, most of the organizations are small or medium [23]. According to the DIRCE [23], the greater percentage of companies belongs to the small and medium sized enterprise (SME). In January 2007, the amount of the 99.81% SME ascended to equivalent to more than three million of small companies out of the total companies in Spain. Like other fields of science, lack of categorization of IT services in these small and medium sized enterprise may fail to define clear perceptive of IT services. In current context of service industry, it is difficult to identify the origin of the services as well as boundary of the services [34]. 1.2.2 Approach to the Solution Although there is no straightforward solution of those problems mentioned in the previous section, an approach has been recommend here to get the solution of the mentioned problems. As a part of the solution, a systematic review on IT service management in small and medium sized enterprises can be performed. This will allow us to know the current state of the art of IT services in the present industry. After knowing the state of the art, for the categorization of the IT services in small and medium sized enterprise, the IT Service Taxonomy (ITST) should be defined. In this regard, to identify the IT services, a large number of IT small and medium and large sized enterprises should be identified to know what IT services they are offering. Based on the results of reviewing IT services from
- 23. An IT ServiceTaxonomy for Elaborating IT Service Catalog 7 small, medium and large sized enterprises, the categories of the IT service taxonomy can be formulated. Once there are IT services, the categories and the subcategories of the ITST have to be defined. Each IT service should be mentioned under a specific category and subcategory in that IT service taxonomy. Moreover, to ensure the uniform vocabulary, in IT service taxonomy, standard naming convention should be proposed. It will help to produce consistent service catalog that will have same meaning to every customer in the market. It will help to get rid of misunderstanding of service catalog. In this thesis, I have tried to find out the resolution to those challenges. Especially, generic IT service taxonomy has been proposed to overcome inconsistency that exists in current ITSM. This thesis has tried to find out the main IT services in small industries and define IT service taxonomy from it. The author of this thesis has found that improved IT service catalog can be outlined from this generic IT service taxonomy. 1.3 OBJECTIVES The objectives related to the thesis are given below: 1. To do a systematic review on IT Service Management in small and medium sized enterprise to know the state of the art of ITSM in small and medium sized enterprise. a) Identify the relevant research works and get the results about state of the art of IT Service Management. b) Analyze the results of the systematic review. 2. To define a method for developing IT Service Taxonomy. a) Identify the IT service companies. b) Identify IT services. 3. To develop the IT Service Taxonomy a) Define IT Service Taxonomy categories and sub categories. b) Define the IT services. 1.4 EXPECTED OUTCOME At the end of this research, in this thesis, following outcomes can be attained. 1. A systematic review of IT Service Management in small and medium sized enterprises. 2. A Method to define IT service taxonomy for the small and medium sized enterprises. 3. Detail descriptions of categories and sub categories of IT Service Taxonomy. 1.5 RESEARCH METHODOLOGY There are three types of research methodologies namely qualitative, quantitative and mixed methodology. However, in the context of this thesis, the author has used the qualitative approach [35].
- 24. 8 Firstly, a thorough literature study has been performed in order to collect material related to Service Level Management and ITSM. This is essential to gain a fundamental understanding of those research areas, the underlying concepts and to know the current state of research. The literature study embraces the study of existing articles, books and web references, if appropriate. However, it is taken in to account that a literature study can be time consuming [35]. In this regard to collect research works Google, IEEE, ACM, Springer databases have been used. Secondly, the author has conducted review of small, medium and large sized enterprises for IT services. Google search engine has been used to find out these small, medium and large industries. Categorization and sub categorization have been defined after that for ITST. 1.6 STRUCTURE OF THE THESIS This section describes the overall structure and contents of the thesis. Chapter 2 (State of the Art) provides a detailed discussion about the basic elements of the systematic review. It contains review protocol that contains a comprehensive plan for conducting a systematic review. Review protocol contains search terms, names of databases to be searched, inclusion/exclusion criteria, study quality assessment procedure and the way to synthesize the data gathered from the systematic review. The process of systematic review on Service Level Management is completely documented in this chapter. It also discusses about the result of the systematic review. Moreover, framework related to ITSM has been discussed here. Chapter 3 (Resolution for ITST in small and medium sized enterprise) provides the solution to develop IT Service Taxonomy with a methodology. IT services are identified from small, medium and large sized enterprises based on their websites. Later in this chapter details of the proposed IT Service Taxonomy have been discussed by defining categories and subcategories. Chapter 4(Conclusion and Future Work) provides the future plan of the research and concludes this thesis. Most importantly, future work is about the naming convention for the IT services so that every small and medium sized enterprises can use unique vocabulary for the IT service. Chapter 5 (References) provides references related to this research work. References are from different conference papers, journals. There are some references from websites, white papers. Chapter 6 (Appendix) includes appendix. Here, systematic review protocol template, reviewed small and medium sized enterprises, and reviewed papers (for systematic papers) have been attached.
- 25. 9 | St a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t CHAPTER 2: STATE OF THE ART IN SERVICE LEVEL MANAGEMENT
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- 27. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 11 Service Level Management is the process by which an organization identifies and agrees on the level of IT Service needed to support the business and defines a mechanism to monitor the identified service level to see if they Service Level Management is also one of the important processes to regulate the qualities and to decrease the cost of IT services [15]. Moreover, the ITSM models, standards and proposals give high importance to Service Level Management in the IT Service Management context. The main factors to carry out this research focusing on a systematic review for SLM from the point of view of small and medium sized enterprise are: • The current growing trend to acquire Technology and IT Services acquisitioned by organizations [16]. • The importance of IT Service Management in small and medium sized enterprise. • The absence of models that help to implement the Service Level Management process in the context of the IT Service Management for small and medium sized enterprise. The statistics compiled by the National Statistical Institute (INE) and the Central Business Directory [23], show that small companies represent the highest percentage of the industries. The INE and DIRCE analyze their situation within the European Union and their relationship with the employees they recruit. Table 1 summarizes the study for Spanish companies based on the employee stratum and total percentage [23]. The interest in showing this study is due to the current importance that small companies have. Systematic review gives a summary of the state of the art for this specific topic about SLM. In this case, Service Level Management in small and medium sized enterprise has been discussed. In addition, systematic review identifies the existing gap in some topics related to SLM in small and medium sized enterprises These results can help users who are working with SLM to do further research and practice in the industry or can help to know current initiatives in this domain. Apart from that, there are several frameworks and models proposed to improve IT services management in the industry. ITIL [1], MOF [24], COBIT [5], CMMI_SVC [8] are the main frameworks working on IT service management. In Micro- enterprise Small Medium Large Total SMEs 3,137.46 169.60 23.52 6.07 3,336.66 3,330.58 94.03% 5.08% 0.70% 0.18% 100% 99.818% Table 1. Spanish Companies (employee’s stratum and total percentage).
- 28. 12 this research, detailed studies have been conducted on those frameworks. While reviewing those frameworks, the focus was to investigate whether those frameworks or their processes have discussed any kind of IT services categorization or classification. 2.1 SYSTEMATIC REVIEW Here in this section the systematic review method has been discussed. 2.1.1 Systematic Review Background Integration of research results was introduced for the first time in twentieth century. In 1904, Pearson calculated the average of correlations between the typhoid fever inoculation and morality. Then, systematic review began to be formalized and at the end of the 80’s systematic review achieved legitimacy as a field of research [13]. Later, Kitchenham formulated the idea of Evidence-‐Based Software Engineering and proposed a guideline for systematic reviews that was appropriate for software engineering researchers [12]. 2.1.2 What is a Systematic Review Systematic Review (SR) is used to refer to a specific methodology of research, developed in order to gather and evaluate the available evidence pertaining to a focused topic [13]. This is the process of summarizing all existing information about a phenomenon in a thorough and empirical way. At the end, systematic review draws a general conclusion from individual studies on any phenomena. A systematic type of review follows a very well defined and strict sequence of methodological steps. A systematic review begins when researchers are confident that it is necessary to carry it out. It aims to integrate empirical research in order to create generalizations. In this regard, defined assessment objectives, reference source, data extraction method are some of the aspects contained in the protocol used for this systematic review [13]. 2.1.3 Protocol Description Biolchini et al, [13] have drawn up a proposal for how to conduct a systematic review focused on Software Engineering adapting it from other study areas such as medicine. Hence, for this work, the protocol proposed is applied to the systematic review for IT service management in small and medium sized enterprises. 2.1.4 Prototype Development The prototype development used for the systematic review of the subject is presented: Service Level Management for IT Services in small and medium sized enterprises. 2.1.4.1 Question Formulation The systematic review objective should be clearly established in order to formalize the question.
- 29. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 13 2.1.4.2 Question Focus The systematic review is carried out to identify initiatives and experience reports on Service Level Management for IT Services in small and medium sized enterprises. 2.1.4.3 Question Quality and Amplitude This section aims at defining the syntax of the research question (the context in which the review is applied and the question the study must answer) and its semantic specificity (or question range) described by the remaining items of this section -‐ intervention, effect, outcome measure, population and application. Next, each of them are described [13] specifically for Service Level Management for IT Services in small and medium sized enterprise. Problem: Service Level Management (SLM) is a vital process for every IT service provider organization in that it is responsible for agreeing and documenting service level targets and responsibilities within Service Level Agreements (SLAs) and Service Level Requirements (SLRs), for every activity within IT. SLM implementation is needed to ensure that an agreed level of IT service is provided for all current IT services and those future services are delivered to agreed achievable targets [1]. Question: What initiatives have been carried out to evaluate processes for Service Level Management in IT service context? Intervention: Service Level Management for IT Services in small and medium sized enterprises. Effect: Service Level Management initiatives and proposals for IT services in small and medium sized enterprises. Outcome measure: Number of identified initiatives. Population: Publications related to Service Level Management, IT Services and small and medium sized enterprises. Application: Organizations that use IT services and those who provide them. Experimental Design: No experimental design will be performed. 2.1.4.4 Source Selection The objective of this section is to select the sources where the primary studies will be executed [13]. To perform the selection the author of the systematic review protocol proposes to address the following issues: Source Selection Criteria Definition • Use search mechanism with keywords and sites suggested by experts. • Use papers recommended by other experts. • Use papers available on the website.
- 30. 14 Studies Language • English. Source Identification The method to identify the sources has been discussed below Sources Search The identification of sources has been based on the criterion of experts in this research area. These sources include journals as: European Journal of Operational Research, Information and Software Technology, Software: Practice and Experience, Software Process: Improvement and Practice, IEEE Software, Software Technology and Engineering Practice, Computer and research workshops & technical reports of Software Engineering Institute – SEI, among others. Search Strings Keywords from the word set defined in the question were extracted. By combining these keywords with the logical operators “AND” and “OR”, two search strings were obtained (see Table 2). These search strings have been adapted for each web browser of the sources. Search Strings 1 itsm or slm or sla or ((itil or asl or 20000 or 15000 or cmmi-‐svc or mof or cobit) and (small and (company or organization or enterprise or setting))) 2 ‘it service management‘ and 'service level management' and (small and (company or organization or enterprise or setting)) Table 2. Search Strings Source List These sources have been selected taking into account the defined source search method (see Table 3).
- 31. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 15 Source Selection After Assessment Firstly, it is evaluated if the sources fit all defined criteria. Initially, the complete list is right. After applying the search string to all sources, it was found that some items were common in the IEEE Computer Science Digital Library and ACM sources. Reference Checking Three researchers from the Research Group of Software Process Improvement for Spain and Latin American Region evaluated the sources list obtained from the previous section and determined, at first instance, all references as approved. 2.1.4.5 Studies Selection In this systematic review, an iterative and incremental procedure is used for studies selection: a) Iterative, to group all activities that could be repeated during the procedure, and b) Incremental, because the studies are approached and recorded one by one until obtaining the systematic review results[10]. This iterative and incremental procedure is used due to its functionality in other systematic reviews. This section describes the process and criteria for studies selection and evaluation. Studies Definition The studies inclusion (IC) and exclusion criteria (EC) definitions [11] are as follows: # Source 1 ACM Digital Library 2 IEEE Computer Science Digital Library 3 Springer Link 4 Science@Direct 5 Software Engineering Institute Table 3. Source Lists
- 32. 16 Studies Types Definition Initially all studies related to Service Level Management will be taken into account. However, the greatest interest will focus on studies that show results on Service Level Management for IT services in small and medium sized enterprise. Procedures for studies selection With regards to the selection criteria, the title was initially the main criterion; nevertheless, in some cases it did not provide enough information, thereby reading the summary of each of them was necessary and in some cases a review of the full text was required. Selection Execution • Initial Studies Selection. At first a search execution was conducted to verify the parameters used by each engine and adapt search string to them. Table 5 shows in the column “Found” the obtained value. • Study Quality Evaluation. To determine the quality of the study, some participants of the research group, applying IC and EC, obtained the primary studies (see Table 5). Acronym Criteria Description IC1 Include papers whose titles are related to Service Level Management and IT Services and small and medium sized enterprise IC2 Include papers that contain keywords that match with those defined in the search string IC3 Include papers whose abstracts are related to the topic considered IC4 Include papers after partial or total reading EC1 Exclude those papers that do not match with the previous inclusion criteria EC2 Exclude all duplicate papers Table 4. Studies inclusion and exclusion criteria definition
- 33. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 17 Next, a quality study is performed to obtain the assessment results that permit us to quantify those studies that effectively support the stated objectives. The previous information constitutes the study basis for following the systematic review process, and checks the quality of the study. 2.1.4.6 Information Extraction This section begins once the primary studies are selected. In this section, extraction criteria and results are described Information Inclusion (ICinf) and Exclusion (ECinf) Criteria Definition: Acronym Criteria Description IC1inf Collect Information about the organization’s trend with respect to service level management. IC2inf Classify processes followed by companies for IT service management. IC3inf Identify proposed methodologies, methods and procedures in studies for IT service management EC1inf Exclude the information that is not related to the inclusion criteria defined above. Table 6. Information Inclusion and Exclusion Criteria Definition Sources Search date Found Primary studies IEEE 05/11/09 59 11 ACM 05/11/09 12 3 Springer 05/12/09 59 12 Science@Direct 05/13/09 42 3 SEI 05/14/09 10 3 Total 182 31 Table 5. Number of studies and results derived from each source
- 34. 18 Data Extraction Forms To analyze data and information submitted in selected studies, relevant remarks of the main studies ideas were made and recorded in a document with a sequence number identification that matches with the sequential paper number given when it was stored as primary study. Extraction Execution The process to extract results from the primary study has been discussed below. Objective Results Extraction A complete and detailed reading from these studies allowed us to organize and classify them for a later analysis. With an unbiased evaluation of the information, identified and classified study records were generated in a structured table containing the following rows: Consecutive Study (sequential paper number), Study methodology (remarks of the main ideas concerned with the methodology), and Study outcome (data and information of the conclusion presented in each study). Subjective Result Extraction The following rows were added to the previous table: Data about Authors (full names and available contact information in the studies) and Additional Notes (a specific field to store general information related to subject covered in the study). Resolution of divergences between reviewers In the development procedure for the extraction of the information contained in the selected primary studies, different perceptions among authors of the studies were presented. However, none of them is considered as an important divergence, but rather, the findings were complemented to obtain a comprehensive analysis of the paper. Here, in this section, the author has tried to find out current state of the art of the Service Level Management in small and medium sized enterprises using the defined protocol from Biolchini et al, [13] in a systematic way. Detailed finding from this systematic review is described in next section. 2.2 RESULTS OF THE SYSTEMATIC REVIEW After the systematic review execution (mentioned in previous section), the results must be summarized and analyzed using statistical methods. This section presents a summary of the data resulting from the selected studies. This summary is obtained from statistical calculus. 2.2.1 Studies Trends In order to know organization trend respect to Service Level Management (SLM), studies related to any aspect of SLM were classified; taking into account
- 35. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 19 that "SLM" term refers to both Service Level Agreement (SLA) and Service Level Operation (SLO) terms. Figure 1 shows two types of trends. 1) Between 2002 and 2006, there is a polynomial trend of order 3 because data fluctuate along the graphic. And, 2) from 2006 to 2008 data have a linear trend because the studies are increasing at a constant rate. The trend shows the increasing interest related to Service Level Management since year 2006. Figure 1 Studies Trend 2.2.2. Studies Classification During the protocol development, by using the studies selection’s methodology and information analysis found in each study, it was possible to determine that studies could be classified into four items. Those studies covering: A)Topics related only to ITSM and SLM. B)Topics related only to ITSM and small and medium sized enterprises. C)A relationship of three topics (ITSM and SLM and small and medium sized enterprises), and D)Other studies that have no relationship with these issues (ITSM and SLM and small and medium sized enterprises). Figure 2 shows the studies percentage for each item according to the previous classification.
- 36. 20 Figure 2 Studies Classification Figure 2 shows that 45% of the primary studies (see Table 5) are related to ITSM and SLM which confirms the trend shown in Figure 1. 26% shows information related to ITSM and small and medium sized enterprise. However, it is necessary to highlight that only 23% is related to item C) that grouped the three topics (ITSM, SLM and small and medium sized enterprise). Finally 6% has been eliminated by the exclusion criteria EC1inf. 2.2.3 Analysis of those studies covering the relationship of the three topics (ITSM, SLM and small and medium sized enterprises) Figure 3 shows the results of the relationship related to topics (ITSM, SLM and small and medium sized enterprises). In the analysis, it is noted that 23% of the papers comprise the three aspects (basis of the ongoing systematic review). From here all analyses are referred to this 23% (item C). Analysis by country The source of 23% of the papers is shown in Figure 3. United States of America is one of the main countries involved in the study of ITSM, SLM and small and medium sized enterprises, with 29%. The remaining studies are related to the countries like South Korea, Sweden, French, Canada and Germany with 14% respectively.
- 37. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 21 Figure. 3. Studies Classified by country Analysis by company size Figure 4 shows information about companies’ size. Because most of the studies are lack of information about companies, Figure 4 has been made taking into account two criteria: 1) the application of studies in the companies’ size, 2) the studies did not mention the companies’ size. Hence, according to Figure 4, most of the companies that support their research are small companies; statistically there are 85.7% of such companies. For the remaining 14.3% companies, the sizes of those companies are not mentioned. Figure 4. Studies by company’s size Analysis by models With respect to item C (mentioned in 2.2.2) only 78% of the small and medium sized enterprises have used ITIL or COBIT or ISO 20000 to manage their IT services.
- 38. 22 Fig. 5. Studies Classified by models Clearly, this systematic review shows that there is not enough research works on SLM or ITSM in small and medium sized enterprises though small and medium sized enterprises represent major part of the market. 2.3 STUDY ON THE PROCESSES OF THE FRAMEWORKS As it is mentioned earlier there are some frameworks have been proposed to manage IT Services. But unfortunately none of those frameworks has been uttered about either IT services or its classification. Here, a brief discussion on the processes of those frameworks is presented. 2.3.1 IT Infrastructure Library (ITIL) ITIL is a framework that provides guidance on how to offer quality IT services. The newly released ITIL v3 has included deeper service management guidelines that will bring greater flexibility and efficiency to an existing IT framework. The ITIL v3 core volumes [38] are: • Service strategy, • Service design, • Service operation, • Service transition, • Continual service improvement. For the IT service taxonomy, main focus of this work was on service strategy and service design. The main processes involved into these two volumes are discussed below. 2.3.1.1 Service Portfolio Management (SPM) Service Portfolios represent the ability and willingness of a service provider to serve customers and market spaces. This management process is a dynamic method for governing investments in service management across the organizations [38]. Moreover, effective service portfolio management helps to make everyone better informed and to make decision about outcome of the
- 39. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 23 service. In a nutshell, Service Portfolio Management (SPM) delivers unprecedented levels of transparency into services, assets, and applications, enabling everyone to improve decision-‐making, reduce maintenance costs, and increase the value one bring to the business. Service portfolio management process is a dynamic and ongoing process. This process contains following work methods [38]: • Define: This step defines inventory services, ensures business cases and validates portfolio data. • Analyze: This step maximizes portfolio value and ensures alignment, prioritization and balance in supply and demand. • Approve: This step does finalize proposed portfolio and does authorize services and resources. • Charter: This step communicates decisions, allocates resources and charter services. 2.3.1.2 Service Catalog Management According to ITIL Service Design Book, “the purpose of Service Catalog Management is to provide a single source of consistent information to all of the agreed service and ensure that it is widely available to those who are approved to access it” [1]. The goal of this process is to ensure that Service Catalog is produced and maintained, containing accurate information to all operational services and those prepared to be run operationally [1]. Besides, the objective of service catalog management is to manage the information contained within the catalog and to ensure that it is accurate and reflects the current details, status, interface and dependencies of the all services that are run or prepared to run, in the live environment. Hence, the scope of this process is to provide and maintain accurate information to all services that are transitioned or have been transitioned to the live environment. 2. 3.1.3 Service Level Management Service Level Management negotiates, agrees and documents appropriate IT service target with representative of the business and then monitors and produces reports on the service provider’s ability to deliver the agreed level of service [1]. SLM is a vital process for every IT service provider organizations in that it is responsible for agreeing and documenting service level targets and responsibilities within SLAs and SLRs, for activity within IT. If these targets are appropriate and accurately reflect the requirements of the business, the service delivered by the service provider will be aligned with business requirements and meet the expectation of the customers and users in terms of service quality. If the targets are not aligned with business needs, service provider activities and service levels will not be aligned with business expectation.
- 40. 24 The goal of SLM process is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. The purpose of this process is to ensure that all operational service and their performance are measured in a consistent, professional manner throughout the IT organization, and that the service and the reports produced meet the needs of the business and customers [1]. Another objective of SLM is to define, document, agree, monitor, meausre, report and review the level of IT services provided and to provide and improve the relationship and communication between the business and customers. SLM process is also responsible formonitoring and improving customer satisfaction with the quality of service delivered. This process also ensures that IT and the customer have a clear and unambiguous expectation of the level of service to be delivered [1]. 2.3.2 CMMI for Services (CMMI_SVC) CMMI-‐SVC is a complete set of guidelines to help enterprises to establish and to improve the processes for delivering services. This framework ensures to adapt and extend proven standards and best practices to reflect the unique challenges faced in service industries. CMMI-‐SVC offers to the providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction [8]. There are several process areas that are related to CMMI_SVC. Here the main process areas of CMMI SVC are discussed. 2.3.2.1 Service Delivery The purpose of Service Delivery (SD) is to deliver services in accordance with service agreements. Specific goals related with this process area are to establish service agreements, prepare for service delivery and deliver services [1][39]. 2.3.2.2 Capacity and Availability Management The purpose of Capacity and Availability Management is to ensure effective service system performance and ensure that resources are provided and used effectively to support service requirements. Specific goals related to this process area are to prepare for Capacity and Availability Management and monitor and analyze capacity and availability [1][39]. 2.3.2.3 Service System Transition The purpose this process area is to deploy new and significant changed
- 41. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 25 service system component while managing their effect on ongoing service delivery. Specific goal related to this process area is to prepare for service system transition and deploy the service system [1][39]. 2.3.2.4 Service Continuity The purpose of service continuity is to establish and maintain plan to ensure continuity of services during and following any significant disruption of normal operations. Specific goals of this area are to identify essential service dependencies, prepare for service continuity and verify and validate service continuity plan [1][39]. 2.3.2.5 Service System Development The purpose of service system development is to analyze, design, develop, integrate, verify and validate service systems, including service system components, to satisfy existing or anticipated service agreement. The specific goals of this process area are to develop and analyze stakeholders’ requirements, develop service systems and verify and validate service system [1][39]. 2.3.2.6 Strategic Service Management The purpose of strategic service management is to establish and maintain standard services in concert with strategic needs and plans. The specific goals related to this process area are to establish strategic needs and plans for standard services and establish standard service [1][39]. 2.3.3 Control Objective for Information and related Technology (COBIT) According to [5], “the Control Objectives for Information and related Technology (COBIT) is a set of best practices (framework) for information technology management created by the Information Systems Audit and Control Association (ISACA), and the IT Governance Institute (ITGI) in 1996”. This framework provides a set of generally accepted measures, indicators, processes and best practices to assist managers, auditors, and IT users in maximizing the benefits derived through the use of IT and developing appropriate IT governance and control in a company. COBIT covers four domains [40]: • Plan and Organize, • Acquire and Implement, • Deliver and Support, • Monitor and Evaluate.
- 42. 26 2.3.3.1 Plan and Organize This domain covers strategies and tactics, and concerns the identification of the way IT can best contribute to the achievement of the business objectives. The consciousness of the strategic vision needs to be planned, communicated and managed for different perspectives [40]. The following table lists the IT processes contained in the Plan and Organize domain. • Define a Strategic IT Plan and direction, • Define the Information Architecture, • Determine Technological Direction, • Define the IT Processes, Organization and Relationships, • Manage the IT Investment, • Communicate Management Aims and Direction, • Manage IT Human Resources, • Manage Quality, • Assess and Manage IT Risks, • Manage Projects. 2.3.3.2 Acquire and Implement The acquire and implement domain covers processes related to identifying IT requirements, acquiring the technology, and implementing it within the company’s current business processes. The processes of this domain have been mentioned below [40]. • Identify Automated Solutions, • Acquire and Maintain Application Software, • Acquire and Maintain Technology Infrastructure, • Enable Operation and Use, • Procure IT Resources, • Manage Changes, • Install and Accredit Solutions and Changes. 2.3.3.3 Deliver and Support The Deliver and Support domain covers the delivery aspects of the information technology. This domain focuses on the execution of the applications within the IT system and its results, as well as the support processes that enable the effective and efficient execution of these IT systems. The processes of this domain have been mentioned below. • Define and Manage Service Levels, • Manage Third-‐party Services, • Manage Performance and Capacity, • Ensure Continuous Service, • Ensure Systems Security, • Identify and Allocate Costs,
- 43. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 27 • Educate and Train Users, • Manage Service Desk and Incidents, • Manage the Configuration, • Manage Problems, • Manage Data, • Manage the Physical Environment, • Manage Operations. 2.3.3.4 Monitor and Evaluate The Monitor and Evaluate domain covers the strategy of an organization in assessing the needs of the organization and whether or not the current IT system still meets the objectives for which it was designed and the controls necessary to comply with regulatory requirements. The processes of this domain have been mentioned below [40]. • Monitor and Evaluate IT Processes, • Monitor and Evaluate Internal Control, • Ensure Regulatory Compliance, • Provide IT Governance. 2.3.4 Microsoft Operational Framework (MOF) 2.3.4.1 MOF Process Model The principles and practices of MOF are easy to incorporate and apply selectively or comprehensively. The objective of the MOF Process Model is to provide a simple representation of the complex components and their relationships within the model. According to [24], the MOF Process Model assists the delivery and support of IT services by addressing the following four principles: • Structured architecture -‐ This MOF Process Model is built upon an architecture that is responsible for providing the structure for process integration, life cycle management, mapping of roles and responsibilities, and overall management command and control. It also provides the underlying foundation for technology-‐specific operations and process automation. • Rapid life cycle, iterative improvement – MOF process model encourages the concept of a rapid life cycle that supports the business to cope with the changes quickly and allows to continuously assess and iteratively improve the overall operations environment. This process model categorizes key operational activities into quadrant. • Review-‐driven management – MOF offers several methods and techniques in its Service Management Functions (SMFs) to assist management in the control and oversight of the environment. Moreover,
- 44. 28 in addition, this process model also includes Operation Management Reviews (OMRs) with its method and technique to get the most from the IT investment. These reviews evaluate performance for release-‐based activities and daily, operational activities. MOF makes these reviews an explicit part of the Process Model and provides detailed guidance on how to conduct them. • Embedded risk management -‐ MOF promotes the management of risk to its own discipline. This process model discusses risk in the context of each SMF and Team Model role cluster. MOF risk management discipline provides detailed guidance for operation risk management. The Microsoft Operations Framework (MOF) principles discussed above are instituted through the key components of the Process Model architecture, which are Quadrants, Operations management reviews, and Service management functions. Normal operations activities are defined and grouped into quadrants, each of which is focused on a particular set of processes and tasks. Significant milestones in the operations life cycle are represented by operations management reviews, which are major decision and review points in the Process Model. Service management functions document specific processes that are performed within each of the quadrants. These are typically quite specific and prescriptive toward a single activity -‐ for example, capacity management or help desk functions. MOF Service Management Function As noted earlier, service management functions (SMFs) are the underlying activities and processes within each MOF quadrant and support the mission of service for that quadrant. [40]. These SMFs are worked at the core of the MOF Process Model. Each SMF is assigned a "home" or "primary" quadrant. This assignment aligns the functions performed with the mission of service for that quadrant. This natural alignment also allows the IT manager to see the entire key SMFs in each MOF quadrant to effectively run the operations environment. 2.4 CONCLUSION In this systematic review, most of the works have been performed in year 2008. According to the statistics in systematic review, from year 2005 the researches on Service Level Management have increased significantly. Although these works on SLM and ITSM in small and medium sized enterprises are not many, the numbers of the works are increasing over the years. This trend also confirms the interest over SLM process showed by Fleming [2] and CMMI-‐SVC reports [8]. Other relevant data showed in this work is that 45 % of the studied papers deal with IT service management in terms of SLM (including SLA and SLO). 26% of the studies are related to small and medium sized enterprises. Moreover, 23 % of studies are related to SLM and small and medium sized
- 45. An IT ServiceTaxonomy for Elaborating IT Service Catalog | S t a t e o f t h e a r t o f S e r v i c e L e v e l M a n a g e m e n t 29 enterprises. In addition to those results, the studies also show that ITIL, COBIT, and ISO2000 are the most important models in a Service Level Management context. In contrast to all of those statistics related with SLM and ITSM, in this systematic review, there is no any information about IT service Taxonomy in SLM for small and medium sized enterprises has been obtained in ITSM domain. Moreover, in those studies, even categorization of the IT services in small and medium sized enterprises has not been discussed. Therefore, an idea can be obtained that there is no such categorization or classification of services. Apart from that systematic review, according to the review of those frameworks (ITIL, MOF, CMMI_SVC and COBIT) and their processes, there is no discussion about classification or categorization of IT services. Even none of these frameworks discuss about specific IT services. ITIL, COBIT, MOF discuss how IT service should be managed and CMMI_SVC discusses what to do to manage IT service. There is no discussion of methodology of developing IT service categorization and defining specific IT services from the industry.
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- 47. 31 | CHAPTER 3: RESOLUTION FOR IT SERVICE TAXONOMY
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- 49. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 33 3.1 INTRODUCTION The service industry is a basic engine for the development of world economy [8]. Service providers define a complete set of services in their Service Portfolio. Classifications and detail descriptions of IT services are key contributors to the design and development of the IT Service Portfolio and IT Service Catalog. In this chapter, the categorizations of the IT services have been termed as IT Service Taxonomy (ITST). To assist small and medium sized enterprises in Service Level Management, IT Service Taxonomy can play an important role. ITST not only can define the origin of the services but also can outline the boundary of the services. In addition to that, more generic and public (to the market) IT Service portfolio and IT Service Catalog can be developed based on this IT Service Taxonomy. In this chapter, the methodology of development of IT Service Taxonomy as well as the details of IT Service Taxonomy has been described. Here, in this chapter, to develop the IT Service Taxonomy, the following definitions have taken into account: Service: • A service is a product that is intangible and does not store [8]. • A service is a means of providing value to customers by providing the results they want to achieve without generating costs and risks [1]. IT Service: An IT service is a value that is based on the use of information technology to support the business processes of the clients. An IT service is composed of a mix of personnel, processes and technology that must be defined in a Service Level Agreement [8]. Taxonomy: The taxonomy is a controlled vocabulary comprising preferred terms, all of which are connected in a hierarchy [11]. Service Component According to ITIL [1], this term is used to mean, one part of the service, something more complex. For example, a computer system may be a component of an IT Service. Dependent System A set of "related things" that work together to achieve an objective is called dependent system [1]. Assets of Services According to ITIL [1], the asset of service means any resource or capability. Assets of a Service Provider include anything that could contribute to the
- 50. 34 delivery of a service. In next section IT service taxonomy has been discussed. 3.2 DEVELOPMENT OF IT SERVICE TAXONOMY IT service Taxonomy has been designed to support the service industries in order to implement IT Services. It will help the small industries to manage these services by providing them most of the available IT services in the market. Hence, if the industries know the hierarchy of the services then it will be easier for them to choose the services and to make decision what services need to be implemented. This can ensure efficient and effective management of those services. The development of this IT Service Taxonomy has undertaken the following activities: 3.2.1. Identify, establish and define categories The main categories and their descriptions in the ITST are based on the reports from the state of the arts and trend of the use of IT services in Spain by the Spanish Association of Consulting (AEC) [17], the Association of Electronics Information Technology (AETIC) [18], Sopra Profit [19] and European Management Consultancy Market [20] as well as journal articles Computing [21] and Universia Business Review [22] [33]. 3.2.2. Identify, establish and define subcategories and services The following steps have been considered to identify, establish and define sub categories and services. 3.2.2.1 Selection of IT service providers In this step, the "search strings" has been developed to find out the most important service industries in the domain of IT services. To satisfy the whole industry in a great extent small, medium and large enterprises have been taken into consideration while searching IT services. Some examples of these phrases are as follows: 'IT SERVICES "AND" HARDWARE "OR" SOFTWARE "OR" CONSULTING' OR 'OPERATION' OR 'OUTSOURCING' OR 'INTEGRATION AND DEVELOPMENT' AND (SMALL AND (COMPANY OR ORGANIZATION OR ENTERPRISE OR SETTING)) “IT SERVICES” AND (“HARDWARE” OR “SOFTWARE” OR ‘’CONSULTING” OR ‘OPERATION” OR “OUTSOURCING” OR “DEVELOPMENT” OR “INTREGATION”) AND (COMPANY OR ORGANIZATION OR ENTERPRISE) The results of the search have been analyzed and reviewed to conform that search outcomes contain only IT service companies.
- 51. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 35 3.2.2.2 Analysis the identified IT services from the IT service providers In this step, IT services from those IT service providers have been identified. In fact, in this step, IT services are defined and analyzed so that they can be accommodated in IT Service Taxonomy. 3.2.2.3 Establish and describe the subcategories In this step, subcategories for the IT Service Taxonomy have been described. The detail characteristics of the subcategories have been formulated in this stage for IT Service Taxonomy. 3.2.3 Assign the services to sub-categories After preceding steps, taking into account the characteristics of the subcategories, IT services have been stated under corresponding subcategories. Later, based on the features of the categories, sub categories also have been defined under corresponding categories. Subsequently, following the previous steps, around 101 small IT companies have been chosen based on that search string with the help of Google search engine. The IT services have been identified based on the websites of those IT service companies. These services have been reviewed to describe the contents of the services. These IT services, afterwards, have been stated under subcategories and consequently categories based on the description these contain. In this regards Mind Manager Pro 7.0 software has been used to develop the IT Service Taxonomy. 3.2.4 IT Services After reviewing around 100 IT service provider companies based on their websites and mentioned information, following lists of services have been identified. Brief description about the company can be found in appendix. No Name of the Company Websites Services 1 Abacus Technology Corp www.abacustech.com -Life Cycle Support, -Customized Application - Development, -Database and Data Warehouse Design, -Legacy Migration, -Web Design & Development, -Network Architecture -Analysis, Design and Installation, -LAN/WAN Operation & Management, -Systems Engineering Support & Network Management, -Desktop Integration Services, Ecommerce,
- 52. 36 2 Accenturewww.accenture.com -Application Renewal, -Business Intelligence, -Data Center Technology & - Operations, -Data Management and Architecture, -Enterprise Architecture, -Global Delivery and Sourcing, -Human Capital Management Solutions, -Information Management, -IT Strategy and Transformation, -Microsoft Solutions, -Network Technology, -Open Source Solutions, -Application Outsourcing, -Infrastructure Outsourcing, -Business Process Outsourcing, -Bundled Outsourcing, -Customer Contact BPO, -Finance and Accounting BPO, -HR BPO, -Learning BPO 3 Advanced Concepts, Inc. www.aci-hq.com -Biometrics -Secure Credentialing -Enterprise Access 4 Applied Computer Solutions www.acsacs.com -Assessments -Design Architecture -Systems Integration -Implementation -Support 5 Advanced Computer Technologies www.actweb.com -Infrastructure Planning -Server Migration -Disaster Recovery -Training -Support 6 Advanced Microelectronics Inc www.advancedmicro. com -Operational Cost Control Management Program -Resident Alert System -Business Process Automation -Risk Management Assessment Program -Strategic Operational Assessment Program -Value Added Staffing -Business User Efficiency Program -Administrative Investment
- 53. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 37 Containment Program 7 Advanced Consulting International, Inc. (A.C.I.) www.advconsulting.c om -Database * Database Design * Data Warehouse Design * Real Application Clusters * Enterprise Licensing * Performance Tuning -Middleware * Service Oriented Architecture * Business Intelligence * Oracle Portal * Web Services * Content Management * Identity Management - Data Visualization * Executive Dashboard * Human Capital Management * Compliance Dashboards * Balanced Scorecard * Business Intelligence Dashboards -Data Mining & Migration *Web & Business Intelligence *SOA & WOA Enablement * Portal Generation * Content Migration *Automated Data -Migration, Collection & Manipulation -Data Warehouse * DW Appliance * Advanced Analytics * ETL & ELT 6 AE Business Solutions, Inc. www.aebs.com -Storage Solutions * Enterprise Storage * Modular Storage * Storage Tiering * Storage Consolidation * Storage Area Networks (SAN) * Network Attached
- 54. 38 Storage (NAS) *Data De-Duplication -Archive and Compliance * E-Mail Management * Enterprise Archive -Systems & Application Management * Server Management * Desktop Management * Network Management * Storage Management -Server Infrastructures * Blade Servers * Unix Servers * Branch Office Consolidation -Data Protection * Backup & Recovery * Disaster Recovery * Data Encryption * Data Replication * Business Continuity -Virtualization * Server Virtualization * Storage Virtualization *Application -Virtualization * Desktop Virtualization * File Virtualization 7 All Covered: Small Business IT Consulting and Services www.allcovered.com -Proactive Server and Desktop management -Remote Monitoring -Remote Support -On-site Support -Client Support -IT Procurement -IT Security -VOIP -Mobile Technologies 8 Alpine Computer Systems www.alpinecsi.com -Cognizant Business Consulting -Application Service -IT Infrastructure Service -Business Process Outsourcing 9 Alta Plana www.altaplana.com -Software Integration,
- 55. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 39 -Database Management System -Web and Application Server -Security services 10 American Computer Services www.americancomput erservices.com -Network file and Printing services -Electronic mail -Web Application -Point of Sale -Database Servers -Security Services -Content Management Application -Network Backup -Remote access 11 American Management Systems (AMS) www.ams.com -System Integration and Consultancy Service -Managed Application Services -Technology Management -Business Process Services 12 Ananke IT Solutions www.ananke.com -Web hosting service -Support services -Web Design Service -Managed Service 13 IT Support Services www.ancarb.co.uk -Business Critical Support -Network Security -Anti-spam protection -Anti-virus protection -Customer relationship management -Web design -Web hosting -VPN solution -Disaster recovery 14 AvcomEast www.avcomeast.com -Security Assessments -Storage Resource Management Assessments -Application Performance Management Assessment -IT Skills Assessment -Disaster Recovery -Disaster Recovery -Storage Resource Utilization -Application Performance Management -Database Monitoring and Management -Security -Implementation Service
- 56. 40 15 BancTec,Inc. www.banctec.com -Consulting Service -AP Invoice Processing -Interactive Exception Processing -Image Capture -Hosted Image Archives -Inbound Mail Processing -Payment Processing 16 Beechwood Computing www.beechwoodcom puting.com -IT Resourcing -Application Development -Application Management -ERP Implementation & Support -Offshore Outsourcing 17 Berbee www.cdw.com -Network Connectivity -Data Storage -Data Backup -Disaster recovery -Intrusion prevention 18 Britec www.britec.com -Network Services -Custom Reporting and Database Administration -IT Security Auditing -Training -Website Design -Software Development -Support and Assessment 19 Buchanan Associates www.buchanan.com -24 x 7 Service Desk - Infrastructure Services - End-User Desktop Services - Application Development - Managed Services - Automated Services - Project Management - Consulting Services 20 Business Solutions Enterprises, Inc. www.bussolent.com -Project Management -Project Reviews (assessment, findings, recommendations) -Business Needs Analysis (requirements, recommendations, specification development, RFI/RFQ/RFP assistance) -IT project reviews (Quality Assurance, Capability Maturity Model evaluation) -IT System Management (requirements, design,
- 57. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 41 development, testing, implementation rollout) -Conducting feasibility studies, Business Case development, Business Plans 21 Computer Associates (CA) www.cai.com -Application Performance Management -Business Driven Automation -EITM Mainframe Management -Infrastructure Management -Project & Portfolio Management -Security Management -Service and IT Asset Management 22 Computer Generated Solutions, Inc. www.cgsinc.com -Application Development -BPO -Call Center/Help Desk -Channel Enablement -Infrastructure -Learning & Training -Managed Services -Messaging & Collaboration -Networking & Hardware -Staffing -Systems Integration 23 Chryxus www.chryxus.ca/ -Technology Review -Technology Planning -Data Management -Web Site Planning and Design -Virtual Directory of Information System 24 Computer Aid, Inc. (CAI) www.compaid.com -Best Practices Consultancy -Application Support -Application Development -Desktop Service -Knowledge Capture 25 Compaq Services www.compaq.com 26 Compass Consulting International www.vantagetcg.com -Operations Analysis -Financial Analysis -Risk Assessment -Organizational Planning -Planning and Programming -Architectural and Design Support
- 58. 42 -System Designand Specification -Project Management 27 The Computer center www.compcenter.com -Technical Consulting & Outsourcing -Training -Web Design and programming -Computer and Printer Repair 28 Compugen Systems Ltd. www.compugen.com -IT Infrastructure Solution -Storage and Backup -Server Based Computing -Business Continuity. -Assessments -Procurement & Software Licensing -Maintenance & Support -Deployment -IT Optimization Service 29 Computech Corporation www.computechcorp. com -Transaction Processing Service -Customer Interaction Service -Application Development and Maintenance -Packaged Application Development -Enterprise Application Integration -Data Warehousing Services - Database Administration -Server Administration -Website design -Website maintenance 30 Computer Clearing House Inc www.computerclearin ghouse.com 31 American Cyber System www.acsicorp.com -Consulting Service -Enterprise Application Implementation -Enterprise Application Integration -Application Development and Maintenance -Business Intelligence 32 Computer Repair in Phoenix, Arizona www.computerrepairs ervice.net -VPN-Mobile User Access -Emergency Data Recovery -Automated Tech Backup -Computer Networking -PC troubleshooting and repair -LAN Design and Installation
- 59. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 43 33 Computing Alternatives, Inc. www.computing- alt.com -Accurate Requirements Analysis -Iterative Software Design and Data Modeling -Superior IT Staffing -Unmatched Custom Client- Server Software Development -Website Design including e- commerce and database-rich web applications 34 CoreTech Consulting Group, Inc. www.coretech.com -Support Solutions -Package Software Implementation -Outsourcing -Technical Consulting -Desktop Refresh 35 Corporate Software & Technology, Inc. www.corpsoft.com -Enterprise Service for virtualization, database, reporting -Asset management, -Help desk -Hardware/Software Inventory -Server Management -Business Need Assessment -Technical Evaluation -Intrusion Detection Systems -Intrusion Prevention System -Managed Security Services -Email Archiving -Web Content filtering -Network Monitoring -Storage Management 36 Crowe Chizek & Co. LLP www.crowechizek.co m -Risk Consulting -Corporate Performance Management/Business Intelligence -Performance Improvement and Implementation -Custom Web and Database Applications 37 CS Business Systems Inc www.csbusiness.com -PC and Server configurations -Custom multi-vendor hardware integration -Software application installation -Operating system integration for Microsoft, Sun Microsystems, Apple, Linux
- 60. 44 -Asset tagmanagement and product labeling -Repair and warranty repair 38 Center for Scientific Computing (CSC) www.csc.fi -Data Storage -Computing Services -Software and Database Services 39 CS Technology, Inc. www.cstechnology.co m -Data Replication -Data Storage -Hardware Planning -Risk mitigation strategy support -Quality assurance 40 Computer Technology Associates, Inc. (CTA) www.cta.com -Hardware Engineering -Knowledge Management -Program Management 41 Cognizant Technology Solutions www.cognizant.com -Advanced Solutions Delivery -Business Process Management -Customer Relationship Management -Data Warehousing & Business Intelligence -Industrial Operations Management -Oracle Solutions -Portals & Content Management -SAP Solutions -Supply Chain Management -Testing Services -Consulting and Professional Services -Remote Infrastructure Management Services 42 CVS IT www.cvsit.com 43 Datamedic Corp. www.datamedics.com -Computer Repair -Data Recovery -Data Base station -Networking -Virus & Spy ware removal 44 DataSource Hagen www.datasource.net -Server Service -Storage Solution -Network Management - Security Management -Disaster Recovery service -Infrastructure Consulting and
- 61. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 45 Assessment -Managed End User Services 45 Datatel Inc www.datatel- systems.com -IVR Development -IVR Hosting -IVR Support 46 Digital Consulting & Software Services, Inc. www.dcss.com -Digital Consultancy -Software service 47 Delec www.delec.com -Internet Solution - Hardware Support 48 Digitaris Technologies www.digitaris.com -Change management -Continuous improvement -Extended enterprise relationship management -Human, material, financial and information resource management -Performance management -Production of studies, analyses and guidelines -Project management 49 Executive Information Systems www.dkms.com -Expertise transfer -Management coaching -Solution development -Strategic alignment 50 DMR Consulting www.dmr.com 51 DPE Systems www.dpes.com -Technology Assessment & Planning -Network Design and Installation -Network Management -Network Security -Data Protection and Disaster Recovery -Software Audits and Compliancy Service -Hardware Maintenance and Repair -Storage Solution 52 Data Processing Sciences Corporation (DPS) www.dpsciences.com -Routing and Switching Infrastructure -Wireless – Access, Management and Security -Data Connectivity Products, VPN Appliances -Clientless, SSL Based VPN Access -Quality-of-Service and Traffic
- 62. 46 Shaping -Server, Linkand Firewall Load Balancing -Network Fault Detection Tools and Analysis -Network Performance & Management Products -Hosting, Co-location & IDC facilities -Firewall/VPN Products -Virus Detection/Prevention Solutions -URL Content Filtering -Email Spam Prevention -Intrusion -Prevention/Detection Solutions -Wireless Security -Token-Based User Authentication -Secure Single Sign-On -Clientless, SSL Based VPN Access -Security Consulting Services -Off-Site Web Management and Firewall Monitoring 53 Data Systems International www.dsionline.com -Data Center, data collection solution -Implementation service -Global 24*7 support -Wireless infrastructure and device hardware management 54 Steelcloud www.steelcloud.com -IT Services -Security Consulting -Service Desk Solution -Technology Integration 55 Dynamix Group Inc www.dynamixweb.co m -Warranty Repair -System Design -Phone Support 56 eSystems Design www.e- systemdesign.com 57 Core 180 www.core180.com -Access -Multiplexing -Private Line -Point to Point -Capacity Distribution -Ethernet Services 58 Edgewater Technology, Inc. www.edgewater.com -Management Consulting -Technology Consulting
- 63. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 47 -Enterprise Performance Management 59 eDynamic Softech Solutions www.edynamic.ca -Web & Enterprise Content management -Web Design & User Experience -Web Strategy & Consulting -Online Marketing -Ecommerce - 60 Enterprise Engineering www.eeng.co.uk - Systems Consultancy, -Management Consultancy, -IT Strategy, -IT Interim Management, -Systems Management, -Service Delivery -Operational Research -Telephone Systems for Small Offices -Enabling Small Business Owners to take time off 61 Emtec Inc www.emtc.com -ERP System -Application Development -Database Development -Business Analytics -Software Quality Assurance and Testing -Business Analysis and Business Systems Analysis 62 Enigma www.enigmaconsultin g.com -Performance testing -Functional testing -Project Scoping -Test Architecture -Training -Agent less Monitoring 63 Envision, Inc. www.envisioninc.com -Implementation -Training -Customer support -Business consulting -Integration and System testing -Solution Design 64 The Ergonomic Group, Inc. www.ergogroup.com -Security Solution -Storage Solution -Networking Solution -Capacity planning -Life Cycle Management 65 eSource Group www.esourcegroup.co m -IT outsourcing -Business Continuty 66 SYBASE www.sybase.com -Product Consulting
- 64. 48 -Strategic Services -MobilitySolution -Industry Solution -Application Development and Maintenance -Enterprise Management -Custom Solution 67 Eurosoft, Inc. www.eurosoft- inc.com -IT Consultancy 68 Electronic Warfare Associates, Inc. www.ewa.com -24/7 Operations Center Management -Threat and Vulnerability Analysis -Training and Certification -Risk Management Planning and Implementation -Managed Security Software Engineering Services -System Security Engineering -Systems Architecture and Integration Services -Testing -Information Technology -Information Technology Security Training 69 Exalt Systems www.exaltsystem.com -IT consultancy -IT outsourcing -BPO services 70 Exodus Communications Inc. www.exodus.net -IT support services -Security Services -Network services -Data Centers -Storage and backup -Managed Application -Hosting 71 Lockheed Martin Management & Data Systems www.mds.external.lm co.com -Business Process Management -E-Government -Enterprise Architecture -Homeland Security -Information Assurance -Systems Development and Integration 72 Federal Data Corp. www.datafederal.com -Business Process management -System Planning and Integration -Technology Consulting and Planning -Prototype Development
- 65. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 49 73 Computer Solution www.comsoltx.comint .com -Custom Development -Data Management -System Consolidation, integration and migration -Software Implementation -Business Intelligence -Security Service -Data Center -Disaster Recovery 74 Fischer & Associates www.fischerint.co.za -Information systems -Operations research -Education and training -Organization and organizational analysis -Financial analysis -Protocol and policy development -Development of management systems 75 Force 3 Inc www.force3.com -Unified Communications -Mobility -Security -Data Center -Virtualization Technologies 76 Forsythe Solutions Group Inc www.forsythesolution s.com -Align & Operate IT -Manage Risk -Protect & Manage Data -Optimize the Data Center -Enhance IT Infrastructure -Source & Manage Technology 77 Geac Computer Corp. Ltd www.geac.com -Performance management -Equipment Sales -Spares Supply -Servicing 78 German IT Development Ltd www.gitd.net -Industrial automation solution -Database -Multimedia 79 GERS Retail Systems, Inc. www.gers.com -Business & Strategic Consulting -Education & Training -Technical Support Service -Web Design & Site Maintenance - 80 Information Systems Support Inc. www.issi-gis.com -Application Development -Internet Map Services -GIS Mapping -Systems Integration -Database Design
- 66. 50 -Data Conversion -GPSData Collection 81 Government Micro Resources Inc www.gmri.com -Data Center -Storage Service 82 Greenpages Inc. www.greenpages.com -Application Solution -Data Management Solution -IT Management & Business Solution -Network and Infrastructure Solution -Technology Procurement Solution 83 Gulf Computers Inc www.gulfcomputers.c om -Electronic Document Management Systems (EDMS) -Geographical Information Systems (GIS) -Staff Augmentation Services -Document Conversion and Archiving Services -Linux Consulting Services -Infrastructure Maintenance and Upgrades -Call Centre Services -Help Desk Support Services 84 Control Consulting Corporation itaudit.hypermart.net -Backup & Restoration controls -Physical security -Version Management -Data Center -Risk assessment -Testing 85 Information Communication Action www.ica.com -Strategy Consulting -Telecoaching -Assessment 86 Boston IT Consulting www.icorps.com -Network Integration -Business Application -Development -Web-Based Solutions -Support -Security Solution -Consulting Service 87 Independent Computing Group www.icglp.com -Website hosting -Website development -Web Marketing 88 IMCI Technologies www.imci.net -Network Design -Product Development -Integration Service -Field Deployment 89 Bay Area IT Consulting www.infinitconsulting .com -Desktop Monitoring & Management
- 67. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 51 -Business Intelligence -Server Monitoring & Administration -Business Continuity Planning -Server & Application Hosting Solutions -Backup & Disaster Recover -Database Warehousing 90 Kaslen Group: Quality Management for IT www.kaslen.com -Process Solutions -Testing -Strategic Planning -Quality Management -Process Management -Measurement -Surveys 91 Computer and Internet Services www.lojix.co.uk -Internet Services * Website Promotion * Website Design & Hosting * Ecommerce * Email -Computer Services * IT Support * Maintenance * Security * Disaster Recovery * VPN / Remote Access -Computer Sales * Computer Hardware * Computer Software -Computer Networks * Network Services 92 Information Technology Consultants www.marathonus.com -Custom Application Development -Internet Marketing -IT Advisory Services -IT Staff Augmentation -Industries and Applications 93 ASI/MRK Technologies Ltd. www.mrktech.com -Security & Compliance -Storage Strategies -Business Service Management 94 IT Support - London, UK www.networklondon.c o.uk -Computer Support -IT Systems -Remote Access
- 68. 52 -Remote Desktop -BlackberryMobile -IT Consultancy -Hosted Exchange -Hosted Microsoft CRM -Wireless Networks -Disaster Recovery -VMware Installs -Terminal Services -Managed Hosting 95 Omni Consulting Group www.omniconsultingg roup.com -Technology Valuation -Technology Strategy -Technology Acquisition and Product Counsel 96 Information Technology (IT) Services www.onshoretechnolo gy.com -Software Development & Integration -Testing -Business Intelligence -Maintenance & Support -Consulting 97 Perot Systems www.perotsystems.co m -Application Services -Business Process Services -Consulting Services -Infrastructure Services -Modular Services -Virtual Services 98 Xpragma www.xpragma.com -The Agile Virtual Enterprise -Reverse Interaction Modeling. -Business Process 99 Xwave Solutions www.xwavesolutions. com -Business Intelligence -Risk Management -Enterprise Resource Planning -Consulting Service -Advanced Technology Solution -Managed Services 100 Xways Soft Ltd www.xways.net -Software solution -Web solution -Bandwidth solution -Telecom product -Network product 101 Zero One Technology www.zero-and- one.com -Support service -Installation and Maintenance program -Training -Hardware supply.
- 69. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 53 3.3. IT SERVICE TAXONOMY IT Service Taxonomy has been organized in 7 main categories: Support, Operations, Training, Consulting, Outsourcing, Integration and development and other services. Each of the main categories has been divided into subcategories and IT services have been defined under those subcategories. In the following subsections, the categories and subcategories have been stated in the proposed IT service Taxonomy. Furthermore, this ITST has defined all of the identified IT services from small, medium and large enterprises. Figure 6 shows the categories and subcategories established.
- 70. 54 Figure 6: Categories and Subcategories of IT services
- 71. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 55 3.3.1 Category: Support Services This category includes those IT services that provide support with hardware or software to a computer, or some other electronic or mechanical device connected with IT. In general, these technical services are trying to help the user to solve specific incidents / problems in a product or service (not including user training). Figure 7 shows the Support services category, subcategories and services based on it. Figure 7: Support Service Category 3.3.1.1 Subcategory: Network Services This subcategory of network services (MNS: Network Services Management) provides monitoring and management of wide area networks (WAN: Wide Area Network) and local area networks (LAN: Local Area Network). Figure 8 shows the services of this subcategory.
- 72. 56 Figure 8: Network Service Subcategory The detail of the services of this subcategory has been discussed below, Solution for Intelligent building This service includes services design, implementation, integration and support for high-‐tech buildings, including university campuses, hotels, public and educational institutions and office buildings. Management Services (for network) This service is responsible for helping in maintaining and managing the network in full operation by 24 hours a day, 7 days in a week, and 365 days in a year. Integration and Implementation Services This is the service that helps to integrate the hardware, operating systems and network-‐oriented software components for optimal utilization and performance of the installed network infrastructure. Assessment Services This service helps to systematically identify risk areas, make recommendations and set priorities for improved infrastructure. Network Architecture Analysis, Design and Installation Service This service is responsible for the analysis, design and installation of communications systems as well as IP data networks, multiservice voice and data. Support for Network Device Service This is the service that helps to monitor, improve performance and availability of network devices installed in the infrastructure of the organization.
- 73. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 57 Support for Network Environment This service provides optimization solution in network design. Management and Operation of LAN/ WAN This service provides telecommunications solutions, administration and management, modular and scalable data networks. This service helps to establish a delegated administration WAN / LAN, improve service quality and reduce operating costs, increase availability of services, helps to establish flexible Service Level Agreement (SLA) contracts. This kind of service also helps to establish a single point of contact for the administration and management of data network. 3.3.1.2 Subcategory: Security services The security services are those that establish and maintain anti-‐virus management and planning support encryption, log-‐on procedures, provisions for the protection of information and other activities to protect both physical and logical aspects of the IT. Figure 9 shows the services of this subcategory. Figure 9: Security Service The detail of the services of this security service subcategory has been discussed below, Network Security This service is responsible for controlling access and information exchange between company networks and Internet by using hardware and software. Remote Access Security This service provides helps to develop and implement protocol and secure application for remote access, denying access to unsafe machinery. Security for e-mail This service is responsible for reviewing email messages for viruses, worms or other security threats to the network before passing those to the servers.
- 74. 58 Internet Security This service is responsible for ensuring the confidentiality and integrity of user data and validates the authentication and subsequent authorization to resources. Intrusion Prevention This service is responsible for virus scanning, dynamic protection against spy ware, intrusions, dynamic update of database of virus definitions, application control, development of protocol and reports on intrusions. Security in Local access This service provides help to establish, develop and implement mechanisms and guidelines for the risks involved in local access to computers and computer systems. 3.3.1.3 Subcategory: Service Desk Services This services are responsible not only for incidents, problems and queries, but also for a contact point for: requests for change by customers, maintenance contracts, software licenses, service level management, configuration management, availability management and financial management of IT services. Figure 10 shows the services of this subcategory. Figure 10: Service Desk Services The details of the service desk services have been discussed below, Network Operation Center This service provides help to monitor the network system, manage the hardware and software of the system, do security monitoring, do analysis and do reporting on bandwidth that includes service availability, break, inventory, security and performance.
- 75. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 59 Call Center Services This service is professional treatment of large volumes of phone calls. It is used usually in telemarketing services, in consumer services (banking, insurance, etc.). Help Desk This is the service that helps to manage, coordinate, and resolve incidents as quickly as possible, and ensures that no notification is lost, forgotten or ignored is belonged to his kind of service. 3.3.1.4 Subcategory: Maintenance services Maintenance services are those that help to prevent and fix problems with the hardware and software. Figure 11 shows the services of this subcategory. Figure 11: Maintenance Services The detail of the services of this subcategory has been described below, Hardware Maintenance Services The hardware maintenance services provide full support for desktops, laptops, servers and any device or computer peripheral equipment. It ensures equipments are working properly.
- 76. 60 The detail of the services of this sub subcategory has been described below, Parts and spares This service is responsible for providing parts and spares for repairing of the desktops, laptops and computer peripheral equipments. Spare parts to the devices ensure that those IT equipments work like new machines. Adapting PCs This service is used to adjust and design the computer system according to the specific needs of the user or customer. Incident Control hardware This service keeps track of the cost of servers, PCs, peripherals and all the equipment tied to the PC. Hardware Integration This service is responsible for integrating heterogeneous systems into a single environment. It reduces the number of IT components in the business. Thus, by optimizing existing systems, improving performance and maximizing the availability of applications and information, it reduces total operating costs. Managing Hardware Changes This service provides visibility and control that is needed for better planning, implementation and documentation of hardware changes, in order to maintain IT services functions. Removal of old computer equipment This service collects obsolete computer equipments. Repair of equipment on site This service is responsible for restoring the hardware in case of failures in the affected computer location. Review and test hardware This service is responsible for doing diagnostic service for connectivity, operability and functionality of the hardware. It consists of a rigorous testing process to test all system components of computer hardware. Technical reports of hardware This service produces technical report of the hardware components based on the technical analysis. Guarantees of hardware This service supports the entire IT environment for hardware. This service offers a variety of maintenance programs designed to meet specific business needs.
- 77. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 61 Printers This service is responsible for repairing or replacing any broken printer in the business unit. Optical components This service is responsible for repairing or replacement of any optical device that needs to be fixed. Hardware upgrade This service is responsible for improving the hardware of IT components. It checks for new versions of hardware and the compatibility with the software that runs on that hardware. This service updates the hardware in the system based on business demands to achieve desired objectives. Support mission-critical This service is responsible for maintenance of the hardware on which IT applications run. This ensures hardware must be available 24 hours a day, 365 days a year. Cleaning equipment This service is a preventive service that keeps clean the components of the computers. This service is closely related to the review and testing of hardware because these include an internal cleaning of the hardware. Self / remote support This service is responsible for supporting the hardware remotely. It ensures connectivity, operability and functionality of the hardware from offshore. Improved maintenance This service is a sort of evaluation services to improve the maintenances. Hardware configuration This service is responsible for configuring the resources that have been assigned to a particular device based on customer requirements. Software Maintenance Service The software maintenance services help to improve performance and availability of the software installed or to be installed on the hardware of the computer systems. The details of the services of this sub subcategory have been discussed below, Renewal of the Application This service is responsible for making assessment for optimization applications. It makes a demonstration of the value that would result in making the transition from the current environment to another platform.
- 78. 62 Internet service This service is provided through Internet using established infrastructure resources and protocols. Server Service This service optimizes the technology for servers, allows quickly and successfully implementation of the systems and increases the efficiency of their operations. Preventive software maintenance service This service is responsible for maintaining software diagnosis, operation and functionality. Software security logic This service is responsible for ensuring the logical security of computer system for software delivery, installation, configuration and management. Operating systems This service is responsible for doing delivery, installation, configuration and administration of operating systems in computers. Specialized Application Software Service This service is responsible for delivery, installation, configuration and management of specialized software used by the user and peripheral devices. Optimization of operating systems This service is responsible for improving the performance of the operating systems used in IT system. Service desk Service desk service is responsible for installation, configuration and management of operating systems and office applications for desktop computers, laptops and PC notebooks upon requests. Service media This service is responsible for managing permissions, priorities and printing problems. Service performance monitoring software This service is responsible for measuring and monitoring performance of mission-‐critical software. Database Support This service is responsible for installation, configuration and management of databases.
- 79. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 63 Price, contracts and software licenses This service is responsible for price management, contracts and software licenses. This service generates reports on pricing, software contracts. It is accountable to renew or to extend the software licenses. Software Update This services is responsible for installation, configuration and to update application software and operating systems. Remote maintenance applications This service provides remote assistance on maintenance of installed application in IT systems via the Internet or private network. 3.3.1.5 Subcategory: End User Services The end-‐user services are responsible for providing assistance to people or organizations that actually use a product, in contrast to persons or organizations that authorize, order, procure or pay for it. Figure 12 shows the services of this category. Figure 12: End User Service The details of the services of this subcategory has been discussed below, Integration and Platform Development Service This service is responsible for implementing business applications and information communication systems and the development of bespoke projects in the IT field. Asset Recovery Solution This service helps the organizations to recover the assets in an affordable, manageable and flexible way. It provides flexibility to decide the fortune of unwanted IT equipments, helps to bring back IT equipments from other locations of the company. Platform Management Service This service is responsible for operating and managing the various technologies involved in service delivery to IT users.
- 80. 64 Storage Service This service manages the storage allocated to users and used by them. Support Service for End User This service is responsible for addressing the complex problems of the end users that require special attention. By continuous analysis this service can identify common mistakes and make recommendations for possible improvements. 3.3.2 Category: Outsourcing Services This category includes those services that enable the management or daily execution of some function of the IT services of the organizations by an external service provider. Figure 13 shows the services of this subcategory Figure 13: Outsourcing category, subcategories and services 3.3.2.1 Subcategory: Applications Outsourcing Services The application outsourcing services consist of managing, maintaining and improving customer applications. These kinds of services do focus on organizational advantages to align IT strategy with business objectives by delegating all or part of the functions of information systems of the company by the external partners. Figure 14 shows the services of this subcategory
- 81. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 65 Figure 14: Application Outsourcing Service The details of the services of this subcategory has been discussed below, Application Management This service is responsible for improving application support and maintenance by managing and monitoring databases, applications, operating system, version control and configuration management, problem solving related to updates, patches and upgrades by external partner. Testing and Application This service helps to maximize the quality, performance and availability of software applications, through rigorous testing methods and industry standard processes of quality assurance. Modernization of Business Application This service is responsible for accelerating the adoption of service-‐ oriented architecture (SOA: Services Oriented Architecture) in the organization by reducing costs, time and resources. 3.3.2.2 Subcategory: Application Development Services The outsourcing application development services ensure the requested applications from the IT organization and try to reflect business processes according to customer needs and business. Figure 15 shows the services of this subcategory
- 82. 66 Figure 15: Application Development Service The details of the services of this subcategory has been discussed below, Application “On Demand” This is comprehensive development service that helps to create new software tools or specific applications that has not been developed so far. It also helps to define the specific needs of each company to develop software "on demand" when standard programs are not sufficient to meet the requirements of the company. Design, Development and Execution of Application This service is responsible for providing specific solutions to design, develop and maintain a complete solution over time. Application Outsourcing based on Ability This service is responsible for improving, maintaining and managing IT applications with a comprehensive service approach based on measurement and control. Development of Commercial Application This service is responsible for developing applications to sale or to rent these to the large population. Application Reengineering Migration and Portability This service is responsible for establishing and implementing the design and application to meet the current need of the organizations. This service is not included in host application system. Selection and Employment of Application Providers This service provides methods and techniques to select the service providers and to recruit them.
- 83. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 67 3.3.2.3 Subcategory: Systems Integration Services The systems integration services bring together the components of subsystems within a single system and ensure that the subsystems function together as one system. In IT, system integration is the process of linking different computer systems and software applications physically or functionally. Figure 16 shows the services of this subcategory Figure 16: System Integration Service Subcategory The detail of the services of this subcategory has been described below, Business application integration This service offers the business the means to modernize, consolidate, and coordinate operations in the enterprise. Business integration This service conducts thorough review of your needs, performs gap analysis between current state of the business and proposed outcome. This service is also responsible for tracking the project and provides ongoing status report. Ecommerce and web portal integration This service is responsible for implementing, integrating, configuring and customizing a wide range of shopping carts, third party Internet and ecommerce products, tools, application and services for the specific organization. Enterprise architecture and technology integration This service serves the dynamic needs of companies and governments by solving business challenges through the integration of technology. It ensures customer IT projects meet time, budget and business expectations, following best practices and methodologies for decision-‐making and resource efficiency through business continuity, technology consultant, information management. Networks integration Network Integration helps businesses of all sizes efficiently and securely to connect and manage their IT systems. This service helps to tailor network design to respond to changing business requirements, improve network
- 84. 68 availability and performance and reduce the risks associated with making change of the network 3.3.2.4 Subcategory: Business Process Outsourcing Services (BPO) BPO services involve the outsourcing of business process functions by service providers, whether internal or external to the company, usually in places with lower costs. The Business Process Outsourcing involves the management and operation of certain processes that shape the client's business. It is the delegation of one or more business processes to an external supplier who is responsible for implementing and managing processes based on performance indicators defined and agreed. Figure 17 shows the services of this subcategory Figure 17: Business Process Outsourcing Subcategory The detail of the services of this category has been discussed below, Contact with the client This service is a quickest way to answer the questions of the clients about services of the business. This can be offered by online form or emails or phone. Finance and accounting This service provides accurate, timely and usable financial information and statistical data to meet the legislative and regulatory reporting needs of managers and executives of the business. Profit recovery analysis This service is responsible for helping organizations from every industry drive toward high performance with innovative prevention, detection and recovery services applied to the procure-‐to-‐pay process. Supply chain management This management service is responsible for information about all movement and storage of raw materials; work in process inventory, finished goods from point of production to point consumption.
- 85. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 69 Customer relationship management This service is responsible for addressing the problems of dealing with customers on a day-‐to-‐day basis. It assists in dealing with the customers effectively and efficiently. 3.3.2.5 Subcategory: Infrastructure Outsourcing Services The infrastructure outsourcing services help companies to outsource everything related to the computer desktop, the platform of servers, networks and printing services for affordable cost. Figure 18 shows the services of this subcategory Figure 18: Infrastructure outsourcing The detail of the services of this subcategory has been discussed below. Hosting and IT This service allows the organizations to do hosting their websites in servers, most cases servers that belong to the third party. Service desk (outsource) This service allows the customers of the organization to get support over phone or Internet by the third party. Application support (outsource) This service is responsible for giving support for the application of the organization from the outside of that organization. Server support This service provides support for the server of the application in the organization by the external service provider. Storage management This service is responsible for managing storage for an organization for the database application by the external service provider.
- 86. 70 Output management Output Management Services provides customized, scalable, mission-‐ critical enterprise output management solutions. External service providers design the solution according to the requirements of the organization to accomplish the goal. Data centers Data center services are a collective term for the supporting components necessary for the proper operation of a repository for storage, management and dissemination of data organized around a body of knowledge or pertaining to an enterprise. As such, data center services can involve hardware, software, processes and personnel. 3.3.3 Category: Consulting It includes those professional services with a high degree of expertise and experience in the IT area to advise individuals, businesses and groups of companies, countries or organizations in general. Figure 19 shows the services of these subcategories. Figure 19: Consulting Category and its Sub Categories 3.3.3.1 Subcategory: Customer Relationship Management Service (CRM) This management services provide customer relationship technology solutions that will strengthen communication between the company and its clients to improve relationships with customers through the automation of the presale, sales, customer service management and aftermarket. CRM aims to increase proximity to customers to meet their needs and turn them into loyal customers.
- 87. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 71 Figure 20 shows the services of this subcategory Figure 20: Customer Relationship Subcategory The details of the services of this subgroup has been discussed below Customer Service Customer service consultancy is responsible for creating and improving customer service culture. It improves customer facing work processes and better understands customer needs. It also improves on the phone customer service and offer new approaches to internal customer service Sale consulting Sales consulting can help the organization to adapt and optimize the sales systems in order to capture more profitable business. Marketing consulting Marketing consulting service is responsible for consulting for the companies to increase their brand, market share, website's traffic, qualified leads, sales and most of all a return on investment. Aftermarket This service is responsible for consulting with the key peoples of the organization to identify target market. It also consults about service marketing strategies and service revenue goal of the company. 3.3.3.2 Subcategory: IT Services Strategy Consultancy services in IT strategy are those that help to plan an appropriate IT structure to meet the organizational needs to offer promised services or products to the customers. The IT strategy considers the changes through which an organization can gain potential opportunities. These opportunities may include ways to use technology to gain competitive advantage, reduce costs, increase revenues, and so on. These opportunities are measured against the strengths and weaknesses of the current IT environment, both technological and organizational, to set IT strategy to be adopted.
- 88. 72 Figure 21 shows the services of this subcategory Figure 21: IT Service Strategy subcategory The details of the services of this subcategory has been discussed below, Corporate Strategy This service is responsible for creating a successful strategy to help the client consistently outperform their competitors by accessing market accuracy and relevant steps tot achieve this goal. Price and Profit optimization This service helps the organizations to build, implement and sustain advanced pricing capabilities through a closed loop approach that includes strategy, analytics, price setting and execution. Sustainability Sustainability Consulting provides organizations with the tools and expertise that they need to actively manage their social and environmental impacts. Growth and Innovation This service is responsible for identifying and assessing key trends and factors that provide opportunities for growth. It provides advanced customer insight that leads to different value propositions and develops a go-‐forward growth and innovation agenda. Organizational strategy Organizational strategy is concerned with envisioning a future for the business, creating values to the customers, and building and sustaining a strong position in the marketplace. 3.3.3.3 Subcategory: Product Chain Management Service This product chain management service is responsible for helping effectively to manage the best price and flows, movements, inventories of finished products and information relating to it and to improve and automate the supply by reducing the inventories and delivery times. The term production “just
- 89. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 73 in time” characterizes the concept of minimizing inventory throughout the entire production chain. Figure 22 shows the services of this subcategory Figure 22: Product Chain management subcategory The details of the services of this category has been given below, Design and manufacturing Design and manufacturing service provides advanced engineering & tooling services to the organizations. This service ensures the highest quality engineering design and tooling products. Product chain planning This service is responsible for reducing supply chain cost; improve product margins and increasing manufacturing throughput. Product chain strategy Product chain strategy focuses on identifying and quantifying supply chain improvements and assisting clients in transforming their operations, from suppliers to the ultimate customer, to enable real strategic change and competitive advantage. Contracting and Procurements This service is responsible for negotiating leases, and procuring professional, construction, and service and supply contracts on behalf of the organization. The role of this service is to obligate the organization for contractual services and to procure quality supplies and equipment as economically and conveniently as possible. Product life cycle innovation and management This service is responsible for providing solutions to support strategic road mapping, idea development, product portfolio management and the creation, commercialization and replacement of products.
- 90. 74 3.3.3.4 Subcategory: Organizational Performance Services Consultancy services in organizational performance services are those that monitor and measure multiple dimensions such as financial performance, customer service, social responsibility and human resource management of the organization. Figure 23 shows the services of this subcategory Figure 23: Organizational Performance Service The detail of the services of this subcategory has been discussed below, Financial performance This service is responsible for measuring overall financial health of the organization over a given period of time. It compares similar organizations across the same industry. Human resource management The Human Resources Management service is responsible for identifying the needs of staffs in the organization; select the contractor to recruit people, training the employee. This service ensures personnel and management practice conform to various regulations Workforce performance This service is responsible for helping organizations substantially increase productivity, market share and shareholder value by ensuring that they have the right people, with the right skills in the right roles. Social Responsibility This service is responsible for improving factory conditions and helping women advance. Moreover, it designs more sustainable stores and products, and gets creative about protecting natural resources. 3.3.3.5 Subcategory: Consolidation Services Consolidation services are those that help IT technology more effective, efficient and agile. They provide a data center systems and infrastructure,
- 91. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 75 architecture, IT strategy, technology solutions and IT processes that need to achieve their business objectives and service level. Figure 24 shows the services of this subcategory Figure 24: Consolidation subcategory The detail of the services of this subcategory has been mentioned below, Business impact consulting This service is responsible for identifying which business processes and assets require the highest level of protection. It defines recommendation on possible recovery strategies and alternatives. This service also provides financial data to help to choose appropriate level for business protection. Design and integration consultancy This service is responsible for coordinating; designing and developing integrated systems solutions that support the business. This consulting service helps to deploy these solutions ensuring delivery schedule and budget targets. Migration service This service is responsible for fully migrating application, database, configurations and websites in working order to the new site. Server deployment support consultancy This service is responsible for consulting about installation of connection infrastructure, troubleshooting vicious server errors/remote access, problems to implementation of server updates. Selective and total outsourcing consulting This service is responsible for consulting about selective and total outsourcing. It defines how much budget of the organization should be outsourced to the external vendor. Consulting for planning and strategy This service is responsible for defining mission, objective and strategy of the business. It provides on spot support and guidance for the length of the business.
- 92. 76 Storage consolidation This service is responsible for centralizing data storage among multiple servers. The objective is to facilitate data backup and archiving for all subscribers in an enterprise, while minimizing the time required to access and store data. 3.3.3.6 Subcategory: Security Services The security consulting service provides solutions, resolves doubts and offers a reliable guide to safety. Figure 25 shows the services of this subcategory Figure 25: Security Service Consultancy subcategory The detail of the services of this subcategory has been give below, Consulting in security risks This service is responsible for helping organizations prepare for the unforeseen by combining extensive risk management capabilities with technical and industrial operational experiences. This consulting service does risk assessment, security plan and design for the organization. Security inspection service This service reduces the risk of exploits to the organizational system by proactively identifying vulnerabilities found in information systems and by deploying both vendor and industry best practices in order to remove or mitigate the severity of those vulnerabilities. Security consultancy service This service ensures IT security policy development, IT security procedures, risk analysis, security audits, and business impact analysis. It carries out risk assessments to identify the strengths and weaknesses in the organization and advises on adequate security arrangements.
- 93. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 77 3.3.3.7 Subcategory: Business Continuity Services Business continuity services are to help companies maintaining and recovering their mission-‐critical processes from all kinds of interruptions, including natural disasters and caused by human hands, as well as critical flaws in hardware or software. Figure 26 shows the services of this subcategory Figure 26: Business Continuity subcategory The detail of the services of this category has been given below, Business continuity planning This service is one that guides the response of the organizations in case of disaster. It is responsible for designing a solid data center foundation with multiple levels of redundancy to meet specific recovery-‐time objectives and budget. Infrastructure planning consultancy This service is responsible for preparing proposal relating to the IT infrastructure installation. It maintains liaise with suppliers and contractors to discuss and evaluate technical requirements. It provides an assessment of infrastructure installation standard and supports the infrastructure design. Design and planning The responsibility of this service is to identify the most cost effective disaster recovery solution that meets two main requirements from the impact analysis stage. Implementation This service is responsible for implementing designs and roadmaps of the organization for risk management and disaster recovery. Integrated Strategic planning consultancy This service focus is on connecting strategic thinking and planning at the executive level with departmental strategies and multi-‐functional implementation.
- 94. 78 3.3.3.8 Subcategory: Risk Management Services Consulting services in risk management are responsible for identifying vulnerabilities, the impact on operations. These services take counter action based on the identified threats. Figure 27 shows the services of this subcategory Figure 27: Risk Management subcategory The detail of the service of this subcategory has been given below, Enterprise risk management This service is responsible for helping identify potential risks, evaluate them and provide recommendations to mitigate the identified risks. Mergers and Acquisitions This service is responsible for increasing market share, adding capabilities, establishing new growth platforms. It is also responsible for extending geographic coverage and divesting to focus on core business. It reduces deal risk and proactively monitors deals performance. Financial risk management This service is responsible for creating economic value in the organization by using financial instruments to manage exposure to risk. 3.3.3.9 Subcategory: IT Architecture Services Consulting Services of IT architecture, provide an understanding on the status of IT infrastructure, so that it can identify opportunities to improve efficiency, business value and growth and to create a roadmap with clearly defined steps lead to improvement. Figure 28 shows the services of the subcategory
- 95. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 79 Figure 28: IT architecture subcategory The detail of the services of this subcategory has been discussed below, IT management consulting This service is responsible for measuring the business value of IT investments and creating a specific, executable plan quickly. It is also responsible for improving IT services delivery quality, speed and reliability and increasing customer satisfaction. Service oriented architecture Service Oriented Architecture (SOA) is a business-‐centric IT architectural approach that supports integrating the business as linked, repeatable business tasks, or services. 3.3.3.10 Subcategory: Business Service This service focuses on maximizing business technology investments made by customers. Figure 29 shows the services of this subcategory Figure 29: Business Service The detail of the services of this subcategory has been given below,
- 96. 80 Policies and process This service is responsible for defining policies and processes required for business services. This service ensures processes that bridge the gap between the business policy and technology of the organization. 3.3.4 Category: Training Training services are those that provide courses, workshops, laboratories and any other activity related to staff training. Aim of this service is to gain knowledge, learning and skills to use IT and to improve performance, efficiency and effectiveness. Figure 30 shows category of Training and its related services. Figure 30: Category of Training and related services The detail of the services of this category has been discussed below, Service in classroom training The classroom training services are typically those that are provided by instructors in the classrooms. These help to improve the performance of the company’s personnel and update them about current IT. e-Lab Service The e-‐lab services are responsible for live and remote practicing, reserved exclusively for each user. It allows working in the laboratories that include online support and assistance and review questions. E-learning Service The e-‐learning services are responsible for distance learning that integrates the use of information technology and other tutorials to deliver the training to the personnel over Internet or webs. Service live web experience The Live-‐Web service is responsible for providing a classroom equipped with web-‐based on the desktop of the laptop or desktop via the Internet. It allows to do interact with a team of experts, mentors and supervisors of support. Allows learning by doing "hands in a laboratory and real world simulations.
- 97. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 81 3.3.5 Category: Operation It includes those services that reach the effectiveness and efficiency in the delivery and service support, and ensuring value for the customer and the service provider. These services include all activities and measures necessary to provide and maintain the optimum use of systems and information technologies and communication in order to achieve the Service Level Agreements and business objectives. These services are related to installation, testing of the applications. Figure 31 shows the category of operation, subcategories and services based on it. Figure 31: Operation Service Category and its related sub category 3.3.5.1 Subcategories: Management and control systems Management services and control systems are those that determine the use of processes and methods to manage information systems. The services of this subcategory are
- 98. 82 • Availability management, • Capacity management, • Storage space management, • Change management, • Configuration management, • Performance management, • Incident management, • Problems management, • Backup and recovery management. 3.3.5.2 Subcategory: Restoration Services The restoration services are those services that allow receipting, testing, auditing, reconstruction, reconfiguration, storage, inventory tracking, reporting, shipping and / or disposal of IT equipment. The services of this subcategory has been mentioned below, • IT equipment receipt/delivery, • IT equipment testing, • IT equipment auditing, • IT equipment reconfiguration, • IT equipment monitoring, • IT equipment tracking. 3.3.5.3 Subcategory: Application Performance Management The application performance management services provide solutions "end to end" customers in terms of performance management. Some services include the monitoring of applications, performance, diagnosis, root causes, and application availability. The services of this subcategory are • Customer Experience Management, • Web applications monitoring, • Databases management, • Operating system administration. 3.3.5.4 Subcategory: Performance Engineering Services The performance engineering services help increase system performance and applications that require business solutions. The services of this subcategory are • Implementation of performance engineering, • Performance diagnostic, • IT architectures evaluation, • Performance and capacity modeling. 3.3.5.5 Subcategory: Business Continuity Services The business continuity services help companies to maintain and recover their mission-‐critical processes from all kinds of interruptions, including natural
- 99. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 83 disasters and those caused by human hands, as well as critical flaws in hardware or software. The services of this subcategory are • Operational Recovery Services for data center, • Disaster Management Services, • On-‐site services and consulting facilities, • Recovery service. 3.3.5.6 Subcategory: Other Operating Services Services subcategory “other operating” services are those that cover any IT service under the category operation are not considered, due to its characteristics. The services of this subcategory are • Requirement reporting, • Consolidation and relocation, • Support for pre-‐production activities, development and testing. 3.3.5.7 Subcategory: Server services The server services are those that help to reduce the complexity of IT infrastructure, reduce operational management costs and increase adaptability to facilitate change and growth of business. They also provide the skills, knowledge areas, processes, tools and methodologies necessary to optimize the management of server environment. The services of this subcategory are • Transition Services, • Enterprise Servers, • Integration and implementation services for server, • Mobile Information server, • Server support services, • Application server service, • Emerging technology services, • Optimization and integration server service, • Storage services, • Training on servers 5.3.5.8 Subcategory: Operational Security Services The security services develop a detailed document that defines the agreed safety checks and collect, among other information, the relationship of responsibilities and safety measures to fix. The services of this subcategory are • Security Management, • Physical security,
- 100. 84 • Access control software, • Security in the LAN and WAN. 3.3.5.9 Subcategory: Microcomputer Operating Facilities Microcomputer services are those that provide basic assistance to solve problems, doubts or contingencies that could arise in connection with the use of software, personal computer, Internet, local area networks, firewalls or antivirus. The services of this subcategory are • Inventory Management, • Incident management (user support), • Managing backup and recovery server, • LAN Management, • Approval of hardware and software. 3.3.5.10 Subcategories: Operations and monitoring services This service is responsible for helping to diagnosis of the functionality of computer systems in order to monitor their operations. The services of this subcategory are • Batch operations control, • Printing environment control, • Monitoring of the operations, • Operations improvements. 3.3.5.11 Subcategory: Mission Critical Services The mission critical services can provide specific functionality throughout the year in reliable and productive way. The services of this subcategory are • High availability, • Recovery of IT, • Support mission-‐critical, • Storage for mission-‐critical services. 3.3.6 Category: Integration and Development Services Integration services are in charge of merging the various IT components, hardware, operating systems and software components to achieve optimum utilization and system performance. And Development services help to develop specific software for the integration or any other need of the organization. Figure 32 shows the integration and development category, subcategories and services based on it.
- 101. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 85 Figure 32: Details of Integration and Development Service category. 3.3.6.1 Subcategory: Systems integration and implementation Services Systems integration and implementation services make sure to integrate sub-‐components of the IT systems together within a single system and ensure that the subsystems function together as one system. In IT, system integration is the process of linking different computer systems and software applications physically or functionally. System integration could also be described as planning, design, implementation and management solutions that meet specific business or technical demands of customers. This service involves developing systems and custom applications, as well as deployment and integration of enterprise software packages. The services of this subcategory are • Hardware / Software and Software / Software integration testing, • Device Emulation: Global Positioning System (Global Position Systems, GPS), Infrared, Radio Frequency Identification (Radio Frequency Identification, RFID), • Simulation of the system under test interfaces with other systems, • Black Box and Gray Box Testing, • Validation and Verification of developments, • Structural testing of software, • Planning of infrastructure / network analysis, • Training of end users and administrators, • Support contracts, • Integration of SOA and middleware platforms, • Integration of business management systems (Enterprise Resource Planning, ERP), • Device integration, • Data combinations and compositions, • Computed telephony integration (Computer Telephony Integration, CTI), • Extract, transform and load, and data integration, • Transition Services, • Global Deployment Services,
- 102. 86 • Volume Deployment Services, • Integration of COTS destination systems. 3.6.2 Subcategory: Software Development Services This service is the set of activities that produce the software products in the long run. Software development includes research, new developments, modifications, reuse, reengineering, maintenance, or any other activity that produce software products. The services of this subcategory are • Custom applications development, • Client server technology and Peer-‐to-‐Peer development, • Database development, • Design, integration and system testing, • Website Development, • Program management, • Integration and testing of COTS, • Development of user applications, • Design, development and support of system architectures and communication networks, • Design, development, integration and testing of software, • Configuration management, • Definition and analysis of requirements, • Management and preparation of budget for application development, • Management of system acquisition, • Ecommerce, • Support lifecycle of software development, • Custom Application Development, • Data Warehouse Design, • Migration of legacy systems, • Web Design & Development, • Developing Multimedia components. 3.3.7 Category: Other services Apart from the services from IT Support, Operations, Training, Consulting, Outsourcing, Integration and development category other services are in this “Other Service” category. Figure 33 shows the subcategories and services of this category
- 103. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 87 Figure 33: Category of other services, subcategories and services based on it. 3.3.7.1 Subcategory: Security Management Services The security services are those that help reduce security risks and operational costs and maintain compliance with safety regulations and policies. The services of this subcategory are • Enterprises Architecture for E-‐Security and E-‐Privacy, • Internet Security Systems, • Threat mitigation services, • Data Security, • Government security, • Identification and Access Management, • Physical security, • Design and evaluation of information security. 3.3.7.2 Subcategory: Risk Management Services The risk management services are accountable to manage the uncertainty regarding a threat, through a sequence of activities. These services are responsible for reducing the various IT-‐related risks focus on containing risk for physical or legal causes. The services of this subcategory are • Risk Analysis Services, • Risk Planning Services, • Service Monitoring and controlling risks. 3.3.7.3 Subcategory: Cost Management Services The cost management services are all about balance and cost statistics to inform and control the various business costs. The services of this subcategory are • Pricing for hardware and software business, • Management and evaluation of data center, • Data warehousing for study of business models, • Control the level of efficiency in production management, • Simulations of activity levels, • Monitoring of sales prices and / or price lists,
- 104. 88 • Strategic analysis of costs, assessing the value added and / or expenses, • Requirement planning, • Monitoring levels of productivity and efficiency, • Determination of non-‐quality costs, • Opportunities for improvement and cost rationalization. 3.3.7.4 Subcategory: Print Management Services The print management services are responsible for providing the costs associated with printing and allow the elimination of administrative costs, phone calls, inoperability of printers, multiple orders and invoices for consumables The services of this subcategory are • Access management and priorities, • Custom Printing, • Document management, • Management of printer status. 3.3.7.5 Subcategory: Relationship management services with suppliers (Supplier Relationships Management, SRM) Supplier Relation Services are responsible for using technology to improve the supply mechanism of its suppliers. SRM helps the company to improve communication with its various suppliers, share the commercial terms and information and improve familiarity between them in order to optimize the delivery process. In turn, the SRM is also intended to familiarize providers with the core business of the company and its various products to ensure a personalized delivery process. The services of this subcategory are • Relationship with the Vendor and Product Ratings, • Design, • Identification of suppliers, • Selection of suppliers, • Negotiation, • Review of the Services. 3.3.7.6 Subcategory: Data Storage Services The data storage services help to have an efficient storage and efficient access to data. They also help to increase security, stability, operational efficiency and scalability of storage. The services of this subcategory are • Data Mobility, • Information Life Cycle Management, • Data Storage Management, • Services for data storage products, • Optimization and integration of storage, • Data Management Services,
- 105. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 89 • Service to add more storage, • Services for planning the storage strategy, • Deployment services for storage solutions, • Support for storage systems, mission-‐critical, • Evaluate high availability storage solutions, • Data services. 3.3.7.7 Subcategory: Infrastructure Management Service Infrastructure Management Service is responsible for maximizing availability and performance of IT services. It optimizes the efficiency of operation and management personnel and facilitate the consolidation of operations. The services of this subcategory are • Optimization, • Risk analysis, • Infrastructure applications, • Structured wiring rooms Data Processing Center (DPC), • Infrastructure services and environments, • Design of special environments, • Design for high availability centers (CPD), • Maintenance contracts for hardware infrastructure and servers, • Support, monitoring and technical training in CPD infrastructures, • Evaluation of high-‐availability storage, • Services for the design of an IT management strategy, • Design and planning of infrastructure, • Management Services infrastructure 3.4 CONCLUSION IT Service Taxonomy has been described based on the IT services fetched from the IT service industries. Services are here based on 101 small, medium and large companies around the world. Then those services have assigned to the corresponding category and subcategory based on the service description. The service industries can use this taxonomy to develop their service portfolio and service catalog. This is the initial step of the IT service taxonomy, more services can be added and same times can be removed based on further research. 3.5 APPLICATION OF PROPOSED IT SERVICE TAXONOMY: IN IT SERVICE PORTFOLIO AND IT SERVICE CATALOG DEVELOPMENT IT Service Taxonomy is not only to create hierarchy of most of the IT services in industries but also service industry can follow it to prepare their IT Service Portfolio and IT Service Catalog for Service Level Management. Here in this thesis a lab of Dpto de Lenguajes y Sistemas Informáticos e Ingeniería del Software in Universidad Politecnica de Madrid (UPM) has been selected as a smple service industry.
- 106. 90 3.5.1 Method to develop IT Service Portfolio using ITST Here, in this subsection a partial IT service portfolio [1, 25] has been tried to propose for the lab using IT services taxonomy. As an initial step, all the IT services of this setting are identified. IT services are defined based on the information found in the university website and by visiting the lab. Printing service, email service, hardware support service, software support services etc have been recognized as IT services for this lab. For the ease of the explanation, only email service has been discussed here. To define the IT Service Portfolio for this lab, the methodology mentioned in ITIL [1, 26] has been applied. The proposed ITST has been used in the third steps of IT service portfolio development. According to the first step to define IT service portfolio, service component of email services has been identified. The components are IMAP server access, mailing list. Then, as a dependent system of those components, IMAP server access has been identified. For IMAP Server access, virus filtering, backup has been recognized. Afterwards, virus software, front end have been found as the assets of the dependent system. In second step, the lab will define the cost of those services and related components. In this case, they can use cost model to define cost of each component. In third step, IT services should get approved. Email service, virus filtering, IMAP server access have to be defined in this steps. Here, virus-filtering service indicates that it is responsible for filtering the virus to protect the system. If proposed ITST is considered then there is no such service mentioned in it. But if contents of that service are taken into consideration then it will be under Support Service. There is Antivirus Service with same contents. So, to keep uniform vocabulary, instead of virus filtering “Antivirus Service” label can be introduced in this IT Service Portfolio. Moreover, for IMAP server access, there is no such label mentioned in proposed taxonomy. So IMAP Server Access should be defined with same title under Server Service. Same way ‘email service’ will go under Support Service. In Figure 34, Service portfolio for lab support has been presented. Services related lab support and other related components, assets have been shown here.
- 107. An IT ServiceTaxonomy for Elaborating IT Service Catalog | R e s o l u t i o n f o r I T S e r v i c e T a x o n o m y 91 Spam software Antivirus Front End IMAP Server Access Backup Email Mailing List Lab Support Local Area Network Figure 34: IT Service Portfolio (Partial Picture) So, when a small setting offers a service that is already mentioned in proposed ITST then that small setting should confirm the vocabulary. But if no such service is in ITST, then based on the service characteristics it can be defined under suitable category or subcategory. 3.5.2 Method to develop IT Service Catalog using ITST In this section, an attempt to develop a service Catalog based on the IT service taxonomy has been discussed. If the entire service industry uses same approach using proposed ITST to develop IT Service Catalog then all of the service providers will be able to communicate with each other in a flexible way. Here, IT Service Catalog has been proposed for the lab (UPM lab) used in previous section for IT Service Portfolio. In this lab, for example, has hardware maintenance service, which also responsible for providing Hardware upgrades service. According to the proposed service taxonomy, this hardware upgrade service is under support category and hardware maintenance subcategory. So it is easier to know the root of the service. In below an IT service catalog for Hardware maintenance service has been depicted. The structure of the catalog has been considered from ITIL [1] with little modification. Table 7 shows the IT service catalog for Hardware upgrade service for the UPM lab. Service Portfolio IT Services Service Component Assets Dependent System
- 108. 92 Table 7: IT Service Catalog Service Name Hardware Upgrade Service Description This service is responsible to improve the hardware of IT components. It checks for new versions of hardware and the compatibility with the software that runs on that hardware. It updates the hardware in the system based on business demands to achieve desired objectives. This service also responsible to use the results of the technical reports of hardware service, review it and test hardware. Service Category Support Service subcategory Maintenance. Hardware Maintenance Supporting Services Help Desk, Communication Services Business Owner Laboratory Users Business Unit Personal Computer System, Printer Service Manager Md Forhad Rabbi Business Impact It will ensure availability of the system. Business Priority High SLA If any hardware of the system does not work properly or system needs more advancement to process any application, it will be replaced within 2 hours If entire service industry follow same IT Service Taxonomy, then it will ensure same language with same meaning for service catalog throughout the service market. It will give the opportunity to the all-‐small settings to communicate with each other and/or with customers.
- 109. An IT ServiceTaxonomy for Elaborating IT Service Catalog | C o n c l u s i o n a n d F u t u r e W o r k 91 CHAPTER: 4 CONCLUSIONS AND FUTURE WORK
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- 111. An IT ServiceTaxonomy for Elaborating IT Service Catalog | C o n c l u s i o n a n d F u t u r e W o r k 93 Recently, IT service management is getting attention from researchers. As part of my thesis I have done systematic review to know current state of the art of this field in industry. Mainly my focus was on small and medium sized enterprises. In my research I have found some imperfections in Service Level Management (SLM). In this thesis, I have tried to mention those shortcomings in current IT service management. I believe, if those problems are removed from SLM, then enterprises will be able to provide better quality service. In my thesis, I have tried to give solution for one of those problems. I can’t claim I have given complete solution for that problem. But I believe, it can show the way to get complete solution. Proposed IT Service Taxonomy defines the categories and subcategories for most of the IT services in small settings to make this SLM domain more organized. In addition to categorization of IT services, this IT Service Taxonomy can play an important role to develop IT Service Portfolio and IT Service Catalog for small settings. According to proposed ITST, IT Service Portfolio and IT Service Catalog will be more acceptable and understandable to the market. But still for this ITST, lots of things have to do. Most importantly, this taxonomy should get commercial shape. This categorization should be agreed with the representative market. At the end more modification might be needed in the classifications of IT services. Moreover, there should be some researches to come out with common naming convention for ITST. So that, using common vocabulary for the services, everyone can recognize those services easily. It demands more investigate. In this case, my future plan is to work on naming convention for IT services in IT service Taxonomy. In that regard, it is possible to take concern of medical taxonomy. In Medical science they use some sort of naming convention to define related medical terminology. Apart from that, service pattern will be another more focus area for my future work. IT service patterns can offer better service packages to the customer according to their requirements and based on their feedback. In my future work, I will concentrate on the means to collect feedback from the customers about the services and develop follow up compliance. IT service management is a new area for the academy to do research. I want to contribute in this area by my research. More research in this domain can give perfect shape to better service delivery and service support. This thesis is one of the first steps to do contribution in this arena.
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- 113. An IT ServiceTaxonomy for Elaborating IT Service Catalog | C o n c l u s i o n a n d F u t u r e W o r k 95 Bibliography
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- 115. An IT ServiceTaxonomy for Elaborating IT Service Catalog | B i b l i o g r a p h y 97 [1]Rudd, V.L.C. ITIL: Service Design. First ed. Office of Government Commerce, ed. O.G.C TSO: London. 2007 [2] Fleming, W. Using Cost of Service to Align IT, Presentation at ItSMF, Chicago, IL, 2005 [3] National Academy of Engineering. The impact of Academic Research on Industrial Performance. The National Academic Press, Washington, DC, 2003. [4]Eileen Forrester, CMMI for Service (CMMI-‐SVC) Overview, Software Engineering Institute, Carnegie Mellon University, USA, 2009 [5] IT Governance Institute, Cobit 4.1, ISA, 2007 [6]ItSMFUSA, ITSM - IT Service Management, www.itSMFUSA.com, Retrieved on March 20, 2009 [7] Stuart, G., Ronald, D., Jim, J.Q, Sue C, Information Technology Service Management-An Emerging Area for Academic Research and Pedagogical Development, SIGMIS-‐CPR’07, St.Louis, Missouri, USA, 2007 [8] CMMI Product Team, CMMI® for Services, Version 1.2, Technical Report CMU/SEI-2009-TR-001, SEI Program, Software Engineering Process Management Program, CMU, USA, 2009 [9]Office of Government Commerce, The official introduction to the ITIL Service Lifecycle, the Stationary Office, 2007 [10] Pino J.F.G.F Piattini M., Software Process Improvement in Small and Medium Software Enterprises: ASystematic Review. Software Quality Springer, 2008. [11]ANSI/NISO Z39.19-‐2005, Guidelines for the Construction, Format, And Management of Monolingual Controlled vocabularies, NISO Press, Bethesda, Maryland, U.S.A, 2005 [12] Kitchenham, B. A., Dyba, T. and Jorgensen, M., Evidence-based Software Engineering, 26th International Conference on Software Engineering, USA, 2004 [13] Biolchini J., GomesM.P Cruz N.A Horta T.GSystematic Review In Software Engineering, RT ES679/05, 2005 [14] ItSMF, IT Service Management, an introduction, itSMF, 2004. [15] Johnston, R.Benyon, R., Service Agreements- A management Guide. First ed. ITSM Library, Van Haren Publishing, 2006 [16]AEC, La consultoría en España”, AsociaciónEspañola de Empresas deConsultoría. El sector en cifras, 2007 [17]ACS,Consulting in Spain: El sector in figures 2007. Spanish Association Of Consulting, 2007 [18]AETIC. AETIC Report 2007: The ICT-‐sector macro is worth more than 100 billion Euros. Association of Electronics, Information Technologies and Communication of Spain, 2007 [19]Cobo, C., Trends in the Outsourcing Market. Sopra profit. 2007 [20]FEAC, European Management Consultancy Market Report. 2006/2007. European Federation of Management and Consulting, 2007 [21]Borras, C., Evolution of IT services in Spain. Computing Magazine, No. 561 pp. 20, 2006 [22]Reyes, M., J. Gasco, Llopis J.The information Systems Outsourcing: A Longitudinal Descriptive Study. Universia Business Review, ISSN: 1698-‐5117. 2007
- 116. 98 [23] Directorio Central de Empresa DIRCE, Empresas españolas (estrato de asalariados y porcentaje del total) DIRCE 2007. [24] Microsoft, Microsoft Operational Framework, Version 4.0, MOF Overview, 2008 [25] Janssen M., Feenstra R.W. 2006. From Application to Service Portfolio Management: Concepts and practice. In Proceedings of The European Conference on eGovernment (ECEG) 2006, Marburg, Germany. 2006 [26] Jeffrey, M. and Leliveld, I. Best Practices in IT Portfolio Management. MIT Sloan Management Review. 2004 [27] Office of Government Commerce, ITIL: Service Strategy, The Stationary Office, November 10, 2008 [28]Cohen, S,Service Taxonomy A Common Language for SOA and More, Microsoft Corp, 2007 [29] Tim, M, A Web Services Taxonomy: not all about the data. v.1.1, OCLC Online Computer Library Center, 2009 [30] Calvo-‐Manzano Jose, Cuevas Gonzalo, Gómez Gerzon, Rabbi Forhad, San Feliu Tomás, Service Level Management for IT Services in Small Settings: A Systematic Review, 16th EURO SPI Conference, September, Spain, 2009 [31] Mathias Sallé,Steve Rosenthal; Formulating and Implementing An HP IT program strategy using CobiT and HP ITSM, Proceedings of the 38th Hawaii International Conference on System Sciences – 2005, Hawaii, USA, 2005 [32] Gabi Dreo Rodosek , A GENERIC MODEL FOR IT SERVICES AND SERVICE MANAGEMENT, Integrated Network Management 2003: 171-‐184 [33] F. Marimon, Casadesús M., Heras I. The consultancy in Spain: Search or inculcation of principles?Universia Business Review, ISSN: 1698-‐5117. 2006 [34] Available at www.bisk.com; Retrieve on August 13, 2009 [35] J.W. Croswell, Research Design Qualitative, Quantitative and Mixed Method Approaches, 2nd Edition, Sage Publication, 2003 [36] Leopoldi, R, IT Service Management: A Description of Service Catalog, RL Consulting, 2002 [37] Available at http://www.sei.cmu.edu/iprc/ipss.html. Retrieve on January 11, 2009 [38] Office of Government Commerce ITIL: Service Strategy. First ed. Office of Government Commerce, ed. O.G.C TSO: London. 2007 [39] Available at sei.cmu.edu/cmmi/tools/.../CMMI-‐SVC-‐Quick-‐Reference-‐v1-‐2-‐ 02262009.pdf [40] Guldentops E, Governing Information Technology Through COBIT, IT Governance Institute, USA, 2004
- 117. 99 | PUBLICATION Euro SPI2’09 During my thesis work, I published one research paper into Euro SPI2’09 (European Software & Software Process Improvement and Innovation) conference held at Spain. This publication was about the state of art of Service Level Management in small settings. The title of the paper is “Service Level Management for IT Ser- vices in small settings: a Systematic Review”. This work presents the application of a systematic review protocol for Software Engineering. This protocol is used as a formal model by applying systematic review to Service Level Management. The objective is searching for papers related to Service Level Management for IT Services in small settings (including small and medium enterprises). Results obtained show that Service Level Management area is an increasing research field and there is a need for more in-‐depth studies.
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- 119. 101 | Ap p e n d i x APPENDIX 1.1TEMPLATE FOR SYSTEMATIC REVIEW 1. Question Formularization 1.1. Question Focus: 1.2. Question Quality and Amplitude -‐ Problem: -‐ Question: -‐ Keywords and Synonyms: -‐ Intervention: -‐ Control: -‐ Effect: -‐ Outcome Measure: -‐ Population: -‐ Application: -‐ Experimental Design: 2. Sources Selection 2.1. Sources Selection Criteria Definition: 2.2. Studies Languages: 2.3. Sources Identification -‐ Sources Search Methods: -‐ Search String: -‐ Sources List: 2.4. Sources Selection after Evaluation: 2.5. References Checking: 3. Studies Selection 3.1. Studies Definition -‐ Studies Inclusion and Exclusion Criteria Definition: -‐ Studies Types Definition: -‐ Procedures for Studies Selection: 3.2. Selection Execution -‐ Initial Studies Selection: -‐ Studies Quality Evaluation: -‐ Selection Review: 4. Information Extraction 4.1. Information Inclusion and Exclusion Criteria Definition: 4.2. Data Extraction Forms: 4.3. Extraction Execution -‐ Objective Results Extraction i) Study Identification
- 120. 102 ii) Study Methodology: iii) Study Results iv) Study Problems: -‐ Subjective Results Extraction i)Information through Authors: ii) General Impressions and Abstractions: 4.4. Resolution of divergences among reviewers: 5. Results Summarization 5.1. Results Statistical Calculus: 5.2. Results Presentation in Tables 5.3. Sensitivity Analysis: 5.4. Plotting: 5.5. Final Comments -‐ Number of Studies: -‐ Search, Selection and Extraction Bias: -‐ Publication Bias: -‐ Inter-‐Reviewers Variation: -‐ Results Application: -‐ Recommendations:
- 121. 103 | Ap p e n d i x 1.2 PAPERS USED FOR SYSTEMATIC REVIEW [1] NeilMcBride, “Exploring service issues within the IT organization: Four mini-‐ case studies”, International Journal of Information Management, 2009 [2] Stefan Thanheiser, Lei Liu, HartmutSchmeck: “Sim-‐ SOA: an approach for agent-‐based simulation and design-‐ time assessment of SOC-‐based IT systems”, Proceedings of the 2009 ACM Symposium on Applied Computing (SAC), Honolulu, Hawaii, USA, March 9-‐12, 2009 [3] CMMI Product Team, “CMMI® for Services, Version 1.2”, Technical Report CMU/SEI-‐2009-‐TR-‐001, Software Engineering Institute, USA, March, 2009 [4] Mira Kajko-‐Mattsson and Christos Makridis, “Evaluating SLA Management Process Model within Four Companies”, The Third International Conference on Software Engineering Advances, Sliema, Malta, 2008 [5] Thomas Schaaf, Michael Brenner, “On Tool Support for Service Level Management: From Requirements to Sy-‐ stem Specifications”, Proceedings of BDIM 2008, 3rd IEEE/IFIP International Workshop on Business-‐Driven IT Management, Salvador, Brazil. IEEE 2008 [6] GenadyGrabarnik, Heiko Ludwig, Larisa Shwartz, “Dynamic Management of Outsourced Service Processes’ QoS in a Service Provider – Service Supplier Environment”, International Workshop on Business-‐Driven IT Management, BDIM 2008: Salvador, Brazil, 2008 [7] Adrian Paschke, Martin Bichler, “Knowledge representation concepts for automated SLA management”, The Computing Research Repository (CoRR), Decision Sup-‐ port Systems 46 (2008) 187–205, 2008 [8] Jung-‐Oh Park, Sang-‐Geun Kim, Byeong-‐Hun Choi, Moon-‐Seog Jun, “The study on the maturity measurement method of security management for ITSM”, International Conference on Convergence and Hybrid Information Technology, Gyeongbuk, S. Korea, 2008 [9] Rajeev Gupta, K Hima Prasad, MukeshMohania, “Automating ITSM Incident Management Process”, Inter-‐ national Conference on Automonic Computing, Chicago, IL, USA , 2008. [10] Haining Wang, ShouqianSun,Yanan Huang, ShiweiCheng, “An ITIL-‐Based IT Service Management Model for Garment Enterprises”, International Conference on Information Management, Innovation Management and Indus-‐ trial Engineering, 2008. ICIII '08, Taipei, Taiwan, 2008 [11] Nabiollahi, Akbar bin Sahibuddin, Shamsul, “Considering service strategy in ITIL V3 as a framework for IT Governance, International Symposium on Information Technology”, ITSim 2008, 26-‐28 Aug. Kuala Lumpur, Malaysia,
- 122. 104 2008 [12] Jin, K. Ray, P. “Business-‐Oriented Development Methodology for IT Service Management”, Proceedings of the 41st Annual Hawaii International Conference on Sy-‐ stem Sciences, Hawaii, USA, 2008 [13] Philip Bianco, Grace A. Lewis, Paulo Merson, “Service Level Agreements in Service-‐Oriented Architecture Environments”, Technical Note CMU/SEI-‐2008-‐ TN-‐021, Soft-‐ ware Engineering Institute, 2008 [14] Michael Brenner, Gabi DreoRodosek, et al, “Provisioning: Challenges, Process Alignment and Tool Support”. Handbook of Network and System Administration, 2008, Pages 855-‐904 [15] Larisa Shwartz, Naga Ayachitula et al, IT Service Provider’s Multi-‐Customer and Multi-‐Tenant Environments, The 9th IEEE International Conference on E-‐ Commerce Technology and The 4th IEEE International Conference on Enterprise Computing, E-‐Commerce and E-‐Services (CEC-‐ EEE 2007), Tokyo, Japan, 2007 [16] Christian Braun, Robert Winter, “Integration of IT service management into enterprise architecture”, Symposium on Applied Computing archive, Proceedings of the 2007 ACM symposium on applied computing table of contents, Seoul, Korea, 2007 [17] Jiangping Wan Yunfeng Wang, ChuweiZheng, “Research on IT Service Management Knowledge Support Structure”, International Conference on Wireless Communications, Networking and Mobile Computing, WiCom 2007, Shanghai, China, 2007 [18] Larisa Shwartz, Naga Ayachitula, Melissa Buco, MaheswaranSurendra, Christopher Ward, “Service Provider Considerations for IT Service Management”, 10th IFIP/IEEE International Symposium on Integrated Network [19] Rob Addy, “Effective IT Service Management”, ISBN 978-‐3-‐540-‐73197-‐9 Springer Berlin Heidelberg New York, 2007 [20] Halina Kaminski, Mark Perry, “Employing Intelligent Agents to Automate SLA Creation”, Whitestein Series in Software Agent Technologies and Autonomic Computing Book Emerging Web Services Technology, 2007 [21] Brenner M., DreoRodosek G., Hanemann A., Heger-‐ ing H.-‐G., König R. “Service Provisioning: Challenges, Process Alignment and Tool Support”. Handbook of Net-‐ work and System Administration, J. Bergstra, M.Burgess (editors) Elsevier, 2007, ISBN 978-‐0-‐444-‐52198-‐9. [22] Hao Wang Bo Yang Liang Liu Qian Ma Ke Wei Sun Ying Chen, “Knowledge Enhanced IT Service Man-‐ agement”, IEEE International Conference on e-‐Business Engineering, ICEBE 2007, Hong Kong, 2007.
- 123. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 105 [23] Sven Graupner, Nigel Cook, Derek Coleman, TiloNitzsche, “Platform for Delivering IT Management Ser-‐ vices”, Hewlett-‐Packard Laboratories, 1501 Page Mill Road, Palo Alto, CA 94304, USA, 2006 [24]Software Engineering Institute, “Improving Processes in Small Settings (IPSS) A White Paper”, The International Process Research Consortium (IPRC) Pittsburgh, PA 15213, 2006 [25] Michael Brenner, “Classifying ITIL Processes: A Taxonomy under Tool Support Aspects”, IEEE/IFIP Inter-‐ national Workshop on Business-‐Driven IT Management (BDIM 2006) Vancouver, Canada, April 7, 2006 [26] Rodrigo BonfáDrago, Rodolfo da Silva Villaça, “A Proposed Web Tool for IT Environment Service Management”, Proceedings of the Advanced International Conference on Telecommunications and International Conference on Internet and Web Applications and Services (AICT/ICIW 2006), Guadeloupe, French Caribbean, 2006 [27] AkhilSahai and Sven Graupner, “Enterprise Management and Web Services, Web Services in the Enterprise”, Springer US ISBN 978-‐0-‐387-‐23374-‐1 (Print) 978-‐ 0-‐387-‐27597-‐0 (Online), 2005 [28] Thorsten Anders, “Development of a generic IT ser-‐ vice catalog as pre-‐ arrangement for Service Level Agreements”, 10th IEEE Conference on Emerging Technologies and Factory Automation, 2005. ETFA, Catania, Italy, 2005. [29] Jos J.M. Trienekens, Jacques J. Bouman, Mark van derZwan, “Specification of Service Level Agreements: Problems”, Principles and Practices, Software Quality Journal, Volume 12, Number 1 / March 2004, Springer Netherlands. [30] Claudio Bartolini and Mathias Sallé, “Business Driven Prioritization of Service Incidents”, 15th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2004, Davis, CA, USA, DSOM 2004, LNCS 3278, pp. 64–75, 2004. [31] V.P. Wade, “Service management and the telecommunications information networking”, Computer Communications 22 (1999) 1633–1637, Elsevier Science B.V. Dublin, Ireland.
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- 125. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 107 1.3 REVIEWED IT COMPANIES A Abacus Technology Corp Management information system technology, engineering analysis, and management consulting services to both the public and private sector. www.abacustech.com Accenture Formerly part of Arthur Andersen worldwide, this management consulting practice provides services in areas such as customer relationship management, enterprise business solutions, finance and performance management, and collaboration and knowledge... www.accenture.com Advanced Concepts, Inc. Provider of I.T. consulting services including systems integration services. Provider of custom software development services. Also, a provider of custom engineering, design and prototyping services for digital signal processing equipment. Se... www.aci-‐hq.com Applied Computer Solutions California based design and integration and information technology consulting specialists with experience in LAN/WAN and systems design, database systems, Internet security, web and Internet applications. www.acsacs.com Advanced Computer Technologies Information technology consulting on thin client, systems integration, staff augmentation, ecommerce and application hosting services. www.actweb.com Advanced Microelectronics Inc LAN/WAN Network Design and Implementation, Telecommunications, Software Development/Office Automation, Training, and Sales Solutions. www.advancedmicro.com Advanced Consulting International, Inc. (A.C.I.) Full-‐service consulting firm that specializes in database design and administration, system administration, and installation and integration of popular applications vendors such as PeopleSoft, SAP, Oracle, Baan, Cognos, and Platinum Technology. www.advconsulting.com AE Business Solutions, Inc. Provider of system integration services. Services are provided to the higher education industry, schools K-‐12 and state and local governments. www.aebs.com All Covered: Small Business IT Consulting and Services Nationwide information technology services. IT strategy, IT management, computer security, network support, and more. On-‐site and remote 24/7. www.allcovered.com
- 126. 108 Alpine Computer Systems Managed IT Services and Consulting. www.alpinecsi.com Alta Plana Provider of management information system architecture, database design, and software development services for data management and analysis, decision support, business intelligence, and data warehousing. altaplana.com American Computer Services Consultants specializing in network installation and management, remote access, remote network administration and desktop support. www.americancomputerservices.com American Management Systems (AMS) International consulting firm providing ebusiness, customer relations management, project management, systems development, data warehousing and more. www.ams.com AMS Technology Group Management Process/Control Consulting A professional services company that specializes in EDP audit, software distribution and technical consulting services. amsgrp.com Ananke IT Solutions Affordable, quality IT services for your business needs including managed, professional, staffing and small business services. www.ananke.com IT Support Services Supply and Support for IT solutions, accredited Microsoft Certified Partner and Microsoft Small Business Specialist. www.ancarb.co.uk AvcomEast Provides IT support and network services as well as systems integration. www.avcomeast.com B BancTec, Inc. Texas-‐based IT consultants providing hardware and software services, network management services, asset management and system end-‐of-‐life services. cns.banctec.com Beechwood Computing Provider of IT consulting services, including development and integration of a variety of applications across heterogeneous computing platforms. www.beechwoodcomputing.com Berbee Implementing strategic information technology systems. Integrated services including Internet Access, Strategic Consulting, Security, Network Design and E-‐ business. www.berbee.com Britec Provider of computer and information technology services. www.britec.com
- 127. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 109 Buchanan Associates A professional services systems integration firm in 13 cities throughout the US and Canada providing network services, ebusiness services and end-‐user services. www.buchanan.com Business Solutions Enterprises, Inc. Provider of information technology consulting solutions. Services feature project management and reviews, findings and recommendations, business needs analysis, IT project reviews, IT system management including design, development, testing and... www.bussolent.com C Computer Associates (CA) Islandia, N.Y., IT consultants and providers of mission-‐critical business software, services and consulting, in areas including database, security, enterprise management, network management, change and configuration management and predictive man... www.cai.com Control Data Systems Inc Provider of IT and telecommunications consulting. www.cdc.com Computer Generated Solutions, Inc. Network services, help desk support, outsourcing, call center management, technical training, and imaging solutions. www.cgsinc.com CGT Consulting Firm providing contract, contract-‐to-‐hire and permanent IT candidates. www.cgt-‐consult.com Cheeze-‐n-‐Chive.co.uk Provides professional web design and information technology (IT) services, including sole trader and database development. www.cheeze-‐n-‐chive.co.uk Chryxus Management consulting firm dedicated to helping clients find innovative business-‐driven ways of exploiting the value of their information resources. www.chryxus.com Computer Aid, Inc. (CAI) Provides application development and maintenance, desktop, helpdesk, network, project management and ecommerce solutions. www.compaid.com Compaq Services Provides hardware, software, electronic business and infrastructure services. www.compaq.com Compass Consulting International Provider of telecommunications consulting, Internet systems consulting, network consulting, systems integration, project management and business consulting. Products and services are sold to multiple industries. www.compassconsulting.com
- 128. 110 Matrix Integration Provider of voice and data solutions. Consulting & Design, structured cabling, local area networks/LAN, wide area networks/WAN, Macintosh & Publishing, telecommunications service & support. www.compcent.com Compugen Systems Ltd. Provides technical, configuration, and professional services. www.compugen.com Computech Corporation Provider of custom client/server software programming services, Enterprise Resource Planning consulting services, Internet consulting services and Year 2000 consulting services. Products and services are sold to multiple industries. This compa... www.computechcorp.com Computer Clearing House Inc Building custom document management software solutions. www.computerclearinghouse.com Computer Managers, Inc. Provider of information technology consulting services in support of functions such as systems analysis and design, feasibility studies, project management, programming, networking, software and hardware selection, downsizing, conversion and doc... www.computermanagers.com Computer Repair in Phoenix, Arizona We are dedicated to improving your computer system uptime. Eliminate the uncertainty of fluctuating support costs with our managed services offerings. www.computerrepairservice.net Computing Alternatives, Inc. Providers of IT consulting services and customized computer software. Services are provided to multiple industries. This company was capitalized by private investment. www.computing-‐alt.com CoreTech Consulting Group, Inc. An e-‐business professional services firm that provides network architecture, security, and platform integration solutions. www.coretech.com Corporate Software & Technology, Inc. Provider of software procurement and custom software programming services specializing in desktop and network operating systems, enterprise messaging, Internet/Intranet, electronic commerce, help desk and electronic systems management. This com... www.corpsoft.com CPT of South Florida Inc Systems services and network integration company in South Florida. www.cpt-‐florida.com Crowe Chizek & Co. LLP Consulting practice in specialty areas, including manufacturing, agriculture, automotive, construction, commercial, government, health care, insurance, transportation, and financial institutions. Industry-‐specific, low-‐risk solutions
- 129. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 111 and proven ... www.crowechizek.com CS Business Systems Inc IT consultants and computer and networking solutions provider. www.csbusiness.com Center for Scientific Computing (CSC) Specialist in the provision of scientific computing and communications services. www.csc.fi CS Technology, Inc. Provider of architecture, engineering and consulting for technology infrastructure. Provider of technology representation services, requirements analysis services, growth modeling services, voice systems services, site selection and facilities ... www.cstechnology.com Computer Technology Associates, Inc. (CTA) Provides enterprise solutions such as strategic consulting, network/security engineering, software customization and creative design. www.cta.com Cognizant Technology Solutions Solutions for Internet, data warehousing and object-‐oriented software development, as well as legacy and client-‐server applications. www.cts-‐corp.com CVS IT Provider of IT-‐related consulting, services and products. www.cvsit.com D Datamedic Corp. Developer and provider of integrated computer-‐based patient record and practice management information system solutions for healthcare professionals. www.datamedic.com DataSource Hagen Technology solutions: Hardware & Software Solutions, Systems Integration, Network Services & Consulting, Internet Services IT Sourcing, Training Programs Help Desk Services, Configuration Services, Nationwide Service Capability, and Profession... www.datasource.net Datatel Inc Technology organization specializing in telecommunications, electronic call processing and Internet development. www.datatel-‐systems.com Digital Consulting & Software Services, Inc. Provider of software consulting in Open VMS, UNIX and PC client/server environments. The company also provides custom applications software programming, systems support and training services. Services are provided to multiple industries. www.dcss.com Delec Computer and network solutions provider. www.delec.com
- 130. 112 Digitaris Technologies Provider of services including network infrastructure and administration, custom software development, Internet strategy and fulfillment and intranet development. www.digitaris.com Executive Information Systems Provider of distributed knowledge management systems, information technology consulting services and training. www.dkms.com DMR Consulting International provider of econsulting services and business solutions to the Fortune 500, governments and organizations of all sizes. www.dmr.com DPE Systems Seattle, Washington based company that offers solutions for hardware maintenance, product acquisition, networks, messaging applications, LAN/WAN and enterprise back-‐up. www.dpes.com Data Processing Sciences Corporation (DPS) LAN/WAN network integrator, systems management and network consulting firm in the Midwest. www.dpsciences.com Data Systems International Information technology company delivering the skills, experience, products and services necessary to plan and implement effective automated business applications. www.dsionline.com Dunn Computer Corp Provide a full line of IT products and services for the IT manager's day-‐to-‐day and new project needs. www.dunncomputer.com Dynamix Group Inc Turnkey solutions for the video industry. www.dynamixweb.com E eSystems Design IT infrastructure capable of connecting and communicating. specializing in network integration, technology procurement, and a complete technology service provider. www.e-‐systemsdesign.com EAC Network Integrators Open systems enterprise integration group specializing in information technology solutions. www.eac.com Edgewater Technology, Inc. Providing internet strategic consulting, designing, building, and deploying large-‐ scale enterprise-‐wide systems. www.edgewater.com
- 131. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 113 eDynamic Softech Solutions Company providing integrated software solutions, IT and telecommunications human resources on an international scale. www.edynamic.ca Enterprise Engineering Management and systems consultancy with expertise in information technology and systems management. www.eeng.co.uk Emtec Inc Network technologies with consulting expertise to develop IT solutions. www.emtc.com Enigma IT consultants specializing in customer relationship management, billing and sales/service systems. www.enigmaconsultants.com Envision, Inc. Software, multimedia and graphics company specializing in Internet business to business and entertainment sites. www.envision-‐inc.com The Ergonomic Group, Inc. Offers computer solutions specializing in client/server, advanced network computing technologies, and systems. www.ergogroup.com eSource Group (The) Provider of IT consulting, including application development services, data backup, disaster recovery, integration, hosting, tech support and project management. Services are provided to small and medium size businesses. This company was capit... www.esourcegroup.com Enterprising Service Solutions Co. Provider of multi vendor II services including maintenance, depot repair and professional services. The company also provides systems integration and computer consulting services. Services are provided to multiple industries. This company was... www.essc.com Essential Strategies, Inc. Assist companies use enterprise architecture to take advantage of the latest technologies, plan information systems and analyze the requirements needed to make systems a reality. www.essentialstrategies.com Eurosoft, Inc. Provider of IT consulting services for technical and scientific applications. The company also is a distributor for FTN 77(tm), a family of FORTRAN compilers for MS-‐DOS and UNIX systems; PluFort(tm) which are FORTRAN engineering tools; and GKS-‐... www.eurosoft-‐inc.com Evolutec (in French) Swiss company providing integrated management information systems. www.evolutec.ch
- 132. 114 Electronic Warfare Associates, Inc. Provider of information technology services ranging from environmental management systems to military command and control systems, digital signal processing, fuels management systems, data visualization and information protection and assurance. ... www.ewa.com Exalt Systems IT company delivering ebusiness solutions, including customer relations management (CRM), wireless application prtocol (WAP) implementation, content management and high-‐end databases. www.exaltsystems.com Exodus Communications Inc. Internet data center. Provider of complex Internet hosting for enterprises with mission-‐critical Internet operations www.exodus.net Lockheed Martin Management & Data Systems Provider of strategic and tactical information management solutions for defense, civil, international and commercial customers. mds.external.lmco.com F First Consulting Group Provider of information-‐based consulting, integration, and management services to healthcare, pharmaceutical, and other life sciences organizations in North America and Europe. www.fcg.com Federal Data Corp. Provider of computer systems integration and engineering, data mining and warehousing, Y2K consulting and EDI services. Parent/holding company with a high-‐tech unit that provides biotechnology and software services. Services are provided to fe... www.feddata.com Advanced Command Systems, Inc. Developer of FirePoint(tm), a management information systems software. The software runs on Macintosh and all Windows applications. Products are sold to fire departments. This company was capitalized by private investment. www.firepoint.com Fischer & Associates Headquartered in South Africa, the company provides services in information systems, operations research, organization analysis, and protocol and policy development. www.fischerint.co.za Force 3 Inc Integration of technologies, network architectures, topologies, and manufacturers. www.force3.com Forsythe Solutions Group Inc Provider of technology products, services and serving as a customer's single point-‐of-‐contact for technology requirements. www.forsythesolutions.com
- 133. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 115 G Geac Computer Corp. Ltd Mission critical software and systems solutions to large and medium sized corporations around the world. www.geac.com Genesis Development Corp. Provider of M.I.S. architecture consulting services, software consulting services, custom applications software programming services, custom systems software programming services and E-‐business consulting services. Products and services are sol... www.gendev.com GERS Retail Systems, Inc. Developer of enterprise-‐wide software solutions for the business-‐to-‐business consumer marketplace. Products are sold to the retail industry. This company was capitalized by private investment. www.gers.com Information Systems Support Inc. Provides a wide range of automated mapping (AM), facility management (FM) and geographic information system (GIS) services to private and public sector clients. www.gis-‐issi.com Government Micro Resources Inc Network integrator and applications developer of large-‐scale open systems and client/server solutions for large or small organizations. www.gmri.com Greenpages Inc. Conception to deployment providing sound solutions to your IT business needs by identify the best computer hardware and software solutions. www.greenpages.com Gulf Computers Inc Full service provider of information technology consulting and software services. www.gulfusa.com H Control Consulting Corporation Nation-‐wide information technology (IT) consulting and auditing firm. itaudit.hypermart.net I i-‐bridge Information technology management company that focuses on helping mid-‐ market and large businesses manage their infrastructure through enterprise hosting services and service level management tools. www.i-‐bridge.com IBM Global Services www.ibm.com Information Technology Services Improve IT Visibility & Automation. Download the IBM ITIL e-‐Kit. www.IBM.com
- 134. 116 Information Technology Services Solve Simple & Mission-‐Critical SOA Tasks. Read the IBM White Paper. www.IBM.com Information Technology Services Qualify to receive up to $200K in Server Makeover Services from IBM. www.IBM.com Information Communication Action (ICA) Integrated marketing communications and information technology consulting service. www.ica.com Intelligent Computer Enterprise A computer, network, internet, and server systems, consultation and service company. www.icesystems.net Indepedent Computing Group Consultants with expertise in custom programs for customer relationship management, web site design, development and web hosting. www.icglp.com ICIM International Inc Provider of software contract staffing services in mainframe, midrange and client/server technologies. www.icim.com Boston IT Consulting Boston MA, iCorps’ IT consulting experts analyze and optimize your network's performance. IT outsourcing, consulting and management capabilities. www.icorps.com Innovative Interfaces, Inc. Developer of state-‐of-‐the-‐art software and hardware provided to college, university, public, law, medical and special libraries worldwide. The software runs on multiple platforms including UNIX and Windows. www.iii.com IMCI Technologies Provider of network and facility management products and enterprise operational support services. These include systems integration, software development, data center outsourcing, data backup, disaster recovery and help desk support. The compa... www.imci.net Impact Information Technologies, Inc. Provider of IT solutions and services. Services include management information system planning and design, installation and migration, hardware and software maintenance, operational management, performance monitoring and optimization, backup an... www.impactit.com Bay Area IT Consulting InfinIT Consulting is a Bay Area IT consulting services provider specializing in IT infrastructure design, network support & IT managed services. www.infinitconsulting.com InfoGain Corp. Provider of design, development and implementation services for IT solutions.
- 135. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 117 Services include databased architecture, database modeling, client/server integration and database maintenance and support. Also a provider of GUI development servic... www.infogain.com Information Builders, Inc. Developer of decision making expert systems, application development tools and machine connectivity software. The software runs on IBM PCs and mainframes, VAX, Tandem, HP, Wang and UNIX based systems. Provider of information systems consulting... www.informationbuilders.com Intelligent Decisions, Inc. / Professional Services Division Provider of IT consulting services. Services are provided to multiple industries. This company was capitalized by corporate investment. www.intelligent.net IPC Technologies Inc Consulting and systems integration firm that specializes in the development, integration, and implementation of leading edge information technology. www.ipctech.com IQ4hire, Inc. Provider of IT solutions consumer marketplace community services. The company specializes in providing an innovative, collaborative digital marketplace that brings together buyers and sellers of complex IT solutions. This company was capitaliz... www.iq4hire.com International Resource Management A data and technology consultancy providing clients with tailor-‐made information systems and technology solutions. irmincorporated.com Integrated Systems Group Systems Integration and Consulting firms provider of data and networking services that span from cabling and the physical layer to Wide Area Network design. www.isgny.com ISM Information Systems Management Information technology (IT) service provider. www.ismbc.com Information Systems and Services, Inc. Provider of information support services including software development, computer consulting, facilities management and systems and network integration. Parent/holding company with a high-‐tech unit involved in developing graphics software. Pro... www.issinet.com ITech Consulting Partners Provider of IT consulting services. Services are provided to multiple industries. This company was capitalized by private investment. www.itechcp.com Intertrade ITS Slovenia-‐based information technology company providing hardware and
- 136. 118 software. www.its.si IT Support Fed up with poor IT support? For first class IT support from a company that really cares contact ITVET now! www.itvet.co.uk K Kaslen Group: Quality Management for IT Assist information technology organizations in the effective and efficient delivery of technology. www.kaslen.com Kommunedata (KMD) Provider of information technology to the public sector specializing in IT systems to enhance workflow management and the development of Internet services. www.kmd.dk L Lahore Technologies IT consultants offering systems integration, web site and database development, performance tuning, software maintenance and network support services. www.lahoretechnologies.com Computer and Internet Services We offer website promotion as well as computer services to SME's. www.lojix.co.uk IT Services and Solutions -‐ Long View Systems Long View Systems is a leading IT services & solutions organization with over 500 technical consultants across North America. Complete IT solutions. www.longviewsystems.com M Mainline Information Systems, Inc. Provider of mainframe consulting, systems integration, systems engineering and custom software development services. Reseller of computer products. Services are provided to multiple industries. www.mainline.com Makarts Consultancy service focusing on marketing, systems architecture, project and account management and a backup of hardware services. Main emphasis is promotion of ecommerce and hardware in Pakistan. www.makarts.com Management Smarts Inc. Consulting company that helps clients successfully manage IT-‐dependent organizations and leverage information technologies like the Internet to business advantage. www.managementsmarts.com Manhattan Associates Supply chain synchronization systems, providing warehouse and transportation management solutions for manufacturers, distributors, retailers, suppliers, transportation providers and consumers. www.manh.com
- 137. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 119 Information Technology Consultants Marathon Consulting is a technology services company that uses proven methodologies to achieve world class results on a wide range of IT services. www.marathonus.com Meridian Technology Group, Inc. Providers of IT integration and management information system consulting services. Services include web design, software consulting, hardware consulting and software programming services. Services are provided to multiple industries. This com... www.meridiangroup.com Metters Industries Inc Solutions for systems and database development, electronic data management systems. www.metters.com Microsoft People-‐Ready Business IT Services People Drive Success. Learn How to Unlock the Potential of Your Workforce with People-‐Ready Business Solutions. Microsoft.com/PeopleReadyBusiness Midland Computer Inc Technology product and service company. Networking, integration, internet/intranet consulting, design, and implementation www.midcomp.com MimEcom Corp. Provider of IT system management services for high-‐performing, high-‐traffic e-‐ commerce sites and online companies. Services include data center, network, server and application design and architecture; web site launch services; 3rd party contac... www.mimecom.com Melillo Consulting Inc Provides solutions that solve complex business problems through advanced technologies. www.mjm.com MNET Systems Corp. Provider of network integration consulting services. Reseller of computer hardware and software. Services are provided to multiple industries. This company was capitalized by private investment. www.mnet-‐computers.com Modcomp Inc Solutions for ecommerce and business-‐to-‐business. www.modcomp.com Momentum Full-‐service integrator of web technologies including Internet business development, integration and design. www.momentuminteractive.com ASI/MRK Technologies Ltd. Total Enterprise Solutions, technology integration, value-‐added services and technical expertise. www.mrktech.com
- 138. 120 MSI Systems Integrators Builds and supports information technology solutions designed specifically for business-‐critical requirements. www.msiinet.com N NetResolvers Information technology specialists offering services inWindows 2000, Active Directory and the new Microsoft .Net Servers design, migration and implementation. www.netresolvers.com IT Support -‐ London, UK IT support services by Network London. Remote desktop systems with disaster recovery via Terminal Services, Citrix and VMware & hosted exchange email. www.networklondon.co.uk Nexus Management An international information technology service provider specializing in providing information systems and technology solutions to small and medium-‐ sized businesses worldwide. www.nexusmgmt.com NimBUS Monitoring Solutions Nimsoft provides next-‐generation solutions for monitoring the performance/availability of the entire IT infrastructure, both physical & virtualized. www.Nimsoft.com Norrell Information Services A strategic workforce management company that integrates workforce and client business strategies to strengthen organizational effectiveness and flexibility. www.norrell.com O Oak IT IT services company providing project and program management, consulting and management training. www.oakit.com Omni Consulting Group A technology management conulting firm providing economic advisory and assurance services for the global technology marketplace. www.omniconsultinggroup.com OMP Computer Internet services and IT solutions provider. www.omp.de On 365 Server Management Providing IT and server support services. Site includes company information and product selector. On 365 are IT specialists based in Loughborough UK. www.on365.co.uk Information Technology (IT) Services Information Technology Services from Onshore Technology. We offer a cost-‐ effective yet risk-‐averse solution to offshore outsourcing. Call now! www.onshoretechnology.com
- 139. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 121 Orases Information technology company specializing in databases, dynamic content and ecommerce. www.orases.com Origin Global information technology consulting and services company providing IT services for multinational companies and other large enterprises all over the world. www.origin-‐it.com IT Services & Support OsBTI provide IT support, solutions, consultancy, advanced data & networking, unix support and tailored Junk Email & Web Security solutions. www.osbti.com.au Your BMC Software Specialists We specialize in providing implementation and optimization of BMC PATROL, BMC Event Management, AlarmPoint and other infrastructure management tools. www.ostusa.com IMRglobal Corp Outsourcing services for the financial services, insurance, and utilities industries. www.outsourcing-‐suppliers.com P Platinum Equity Holdings Specialists in the acquisition of technology businesses with a multi-‐million dollar asset base of technology companies. Services include: worldwide product support personnel, service locations in nine countries, information systems consulting p... www.peh.com Performance Technology Group (PTG) Provider of information technology consulting and technical resource management and staffing services, specializing in the areas of process engineering, project management, applications development, systems integration, systems management, train... www.performance-‐us.com Perot Systems Develops and supports business and information technology. www.perotsystems.com Progressive Business Technologies (PROGRESSIVE) An information technology service company aimed at the small to medium enterprise market, consisting of network services and ebusiness solutions. www.progressivebiz.com R R Squared Computing A computer and network consulting company specializing in digital nervous system/intranet design and implementation, systems engineering, web site hosting and design, corporate user training and database design. www.r2computing.com
- 140. 122 RDA Consultants Ltd e-‐solutions provider and advanced software-‐based solutions for major firms. www.rdaconsultants.com Real Time Enterprises Network consulting firm offering computer network services, including installation and maintenance. www.real-‐time.com Renaissance Worldwide Global IT and management consulting firm providing innovative business and technology services. www.rens.com RHO Inc. Information technology consulting company providing a wide range of consulting and software support products and services. Located in Hillborough, New Jersey. www.rhoinc.com Rothstein Associates Inc. Provides original articles, a disaster recovery forum, business survival newsletter, industry news and consulting services. www.rothstein.com S Sapient Corp IT consultants providing Internet strategy, sophisticated end-‐to-‐end solutions, and launch support. www.sapient.com Sarcom Inc Enterprise technology services and solutions. www.sarcom.com Information Technology Services Offers Application development, Data migrations, RDBA, 24x7 monitoring, DB maintenance and administration, Performance tuning, and other IT services. www.sats.net Severn Group International project management consultancy focused on the management of information technology and business change. www.severngroup.com SmallCart Systems An IT Service Management Consulting company that improves organizations' internal IT processes by applying best practices & ITSM Software using ITIL. www.smallcart.com Source One An ebusiness solutions provider of Web and Palm based software applications, networking architecture, and technology consulting. www.source1solutions.com SRA International Inc Information technology firm that provides systems integration, consulting, and electronic commerce services and solutions. www.sra.com
- 141. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 123 Strategus Partners Provider of information technology consulting services and training. www.strategus.com.hk Information Technology Services Desktop to Data Center Protection. Reduce backup storage costs. Visit the Official Symantec Website! www.symantec.com Synertech Provider of network design, database structure and system design, analysis, and consulting. www.synertech.net Sytel Inc. eBusiness consulting and network services to commercial and government enterprises. www.sytel.com T Technatomy Corporation Sspecializes in information technology, program management, and logistics and engineering services. www.technatomy.com TechWeb Technologies IT consultant specializing in end-‐to-‐end ecommerce solutions, networking and integration, enterprise resource plannning (ERP) and multimedia packages. www.techwebindia.com Telos Corp. Information technology corporation that develops Internet and enable Business-‐ to-‐Business (B2B) and Business-‐to-‐Government (B2G) e-‐marketplaces. www.telos.com Total Tec Systems Inc Premier enterprise solutions integrators focused on providing comprehensive IT solutions. www.totaltec.com Hands-On, Instructor-Led Computer / IT Training Instructor-‐led information technology (IT) training in 75 cities. Learn Java, SQL, NET, and more. On-‐site training available. Request a free proposal. www.traininghott.com Triad Centers Firm specializing in software applications, databases, network and Internet/web development. www.triadcenters.com Troux Technologies Provider of application relationship management solutions designed to enable IT organizations to blueprint the inter-‐dependencies that exist between application components within their IT environment. www.troux.com U UNI.C Government institution under the Danish Ministry of Education that connects schools in Denmark to the Internet. Also provides IT solutions to the business
- 142. 124 community in areas including security and virtual reality services. www.uni-‐c.com WebMessenger International software engineering and IT consulting services company providing architecting, integrating and managing solutions to specific industry groups in the medical, wireless, telecommunications and digital media areas. www.unisystems.com UNITECH Provides design, development, implementation, and verification of information technology oriented products and management information system services. www.unitech1.com Integris Provider of mission-‐critical open systems, large-‐scale data center outsourcing, with a particular focus on distributed systems management, managed extranet services, managed network services, and infrastructure hosting. www.us.integris.com Userface Provider of user interface design and usability evaluation, with expertise in PC, Internet, intranet, touch-‐screen, iTV and wireless platforms. www.userface.net V VEGA Group Information technology (IT) services company providing consultancy and applied technology to help companies optimize business processes, implement new technology and develop staff. www.vegauk.co.uk VendorSolutions Provider of technology consulting, web site development, database programming and software integration. www.vendorsolutions.com Verizon Information Technologies, LLC Provider of information technology (IT) services, such as data center processing and outsourcing. www.verizon.com Vital Networks -‐ Focus On Your Business, Let Us Handle IT Vital Networks, Inc. provides professional IT consulting and outsourcing services to small and medium-‐sized businesses in the Sacramento area. www.vitalnetworks.com Voyus IT consulting firm possessing expertise in Microsoft, Novell, Citrix and Linux, offering services to small and mid-‐sized businesses. www.voyus.com W Wareforce Inc Single-‐source provider of information technology (IT) systems & services to large and mid-‐sized corporate. www.wareforce.com
- 143. An IT ServiceTaxonomy for Elaborating IT Service Catalog | A p p e n d i x 125 Whittman-‐Hart Inc. ebusiness solution providers, strategy, systems architecture and development. www.whittman-‐hart.com Wide Point Consulting company focusing on implementing strategies through custom application development, systems integration and web design. www.widepoint.com WS Atkins Worldwide provider of technology-‐based consulting and support services. www.wsatkins.co.uk World Wide Technology Inc Provider of ebusiness solutions, oracle solutions & services, document management & conversion services, and systems networking. www.wwt.com X Xantrion -‐ Computer Network Support Computer technical support -‐ Xantrion offers computer network support that allows growing businesses to compete and do more with fewer resources. www.xantrion.com Xpragma Provider of independent information technology consulting in areas such as ebusiness strategy, IT business alignment, IT strategy development and enterprise application integration (EAI). www.xpragma.com Xwave Solutions Canadian company that provides engineering software solutions, systems integration, IT consulting and enterprise management for both national and international clients. www.xwavesolutions.com Xways.net Provider of web development, web hosting, software development, news service and training. www.xways.net Y Yomi Oyj Finnish technology company serving the telecommunications and information technology sector. www.yomi.com Z Zero One Technology Outsourced IT support & consultancy services offering affordable, bespoke managed IT solutions & hardware supply to SME & large corporate businesses.
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