IT Service Management Architectures

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Author(s): Torben Tambo (Aarhus University, Denmark)and Jacob Filtenborg (Aarhus University, Denmark)
Copyright: 2019
Pages: 13
Source title: Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-5225-7766-9.ch032

Keywords: Business & Management / Business Science Reference / Entrepreneurship & Innovation / Marketing and Consumer Behavior

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Abstract

IT service providers tend to view their services as quasi-embedded in the client organization infrastructure. Therefore, IT service providers lack a full picture of being an organization with its own enterprise architecture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLAs and KPIs based on ITIL and newer frameworks like SIAM.

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