Publication

Specifying Services for ITIL Service Management

Gil Regev, François Maréchal, Alain Wegmann
2008
Conference Papers

Abstract

The Information Technology Infrastructure Library (ITIL) is a collection of best practices for the management of IT services. ITIL helps organizations to become aware of the business value their IT services provide to internal and external stakeholders. Understanding this value is crucial to the definition of Service Level Agreements (SLA) between an IT department and its stakeholders. However, it is not ITIL’s objective to define how this value is to be elicited from stakeholders. This creates an opportunity for the use of RE methods in businesses. This paper describes the main principles of ITIL Service Management and illustrates how the SEAM RE method can contribute to the definition of an SLA by modeling the service provided by an IT departments, the stakeholders of this service and the value the stakeholders expect from this service. A real industrial example is presented and analyzed.

Official source

https://infoscience.epfl.ch/entities/publication/7f2c9210-d723-460e-80da-d94e541eaa25

About this result

This page is automatically generated and may contain information that is not correct, complete, up-to-date, or relevant to your search query. The same applies to every other page on this website. Please make sure to verify the information with EPFL's official sources.

Gil Regev, François Maréchal, Alain Wegmann
2008
Conference Papers

Abstract

Official source

https://infoscience.epfl.ch/entities/publication/7f2c9210-d723-460e-80da-d94e541eaa25

About this result

Related concepts (14)

Stakeholder theory

The stakeholder theory is a theory of organizational management and business ethics that accounts for multiple constituencies impacted by business entities like employees, suppliers, local communities, creditors, and others. It addresses morals and values in managing an organization, such as those related to corporate social responsibility, market economy, and social contract theory. The stakeholder view of strategy integrates a resource-based view and a market-based view, and adds a socio-political level.

Stakeholder (corporate)

In a corporation, a stakeholder is a member of "groups without whose support the organization would cease to exist", as defined in the first usage of the word in a 1963 internal memorandum at the Stanford Research Institute. The theory was later developed and championed by R. Edward Freeman in the 1980s. Since then it has gained wide acceptance in business practice and in theorizing relating to strategic management, corporate governance, business purpose and corporate social responsibility (CSR).

Business requirements

Business requirements, also known as stakeholder requirements specifications (StRS), describe the characteristics of a proposed system from the viewpoint of the system's end user like a CONOPS. Products, systems, software, and processes are ways of how to deliver, satisfy, or meet business requirements. Consequently, business requirements are often discussed in the context of developing or procuring software or other systems. Three main reasons for such discussions: A common practice is to refer to objectives, or expected benefits, as 'business requirements.

Related publications (6)

Governing the Use of Blockchain and Distributed Ledger Technologies: Not One-Size-Fits-All

Marie-Valentine Renée Agnès Florin

Blockchain and distributed ledger technologies (DLTs) have the capacity to improve how many companies and organizations conduct transactions or store information securely, among many other potential benefits. However, their development and implementation d ...

2018

Designing, Aligning, and Visualizing Service Systems

Gorica Tapandjieva Sekulovska

Service is a concept that separates the concerns of an organization into (1) the value created for users and (2) the way the organization manages its resources to provide this value. The discipline of management of information technology (IT) uses services ...

EPFL2018

Monitoring opérationnel pour l'intégration des enjeux de durabilité aux projets de régénération de friches urbaines

Martine Laprise

In a context where the territorial development stakeholders seek to limit urban sprawl, urban brownfields represent an important potential: their regeneration allows an increased density within the existing built fabric and a revitalization at the neighbor ...

EPFL2017