Continual Process Improvement for ITIL Service Operations: A Lean Perspective

被引：5
作者：
Obwegeser, Nikolaus [1 ]
Nielsen, Daniel T. [2 ]
Spandet, Nicklas M. [3 ]
机构：
[1] IMD Business Sch, Chemin Bellerive 23, CH-1003 Lausanne, Switzerland
[2] NNIT AS, Soborg, Denmark
[3] PricewaterhouseCoopers Denmark, Hellerup, Denmark
来源：
INFORMATION SYSTEMS MANAGEMENT | 2019年 / 36卷 / 02期
关键词：
Information technology infrastructure library; information technology service management; lean; process improvement; DESIGN SCIENCE RESEARCH; INFORMATION-SYSTEMS; MANAGEMENT;
D O I：
10.1080/10580530.2019.1587576
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
IT service management (ITSM) practitioners recognize the need for continuous improvement of IT services. Using a design science research approach, we develop a five - step process improvement framework for ITIL (Information Technology Infrastructure Library) service operations, based on the use of the Lean toolset. The proposed framework offers a structured approach for process improvement in practice and a basis for more systematic research.
引用
收藏
页码：141 / 167
页数：27
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