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The Eighth International Conference on Software Engineering Advances

ICSEA 2013
October 27 - November 1, 2013 - Venice, Italy


T1. From Software Engineering to IT Service Management
by Prof. Dr. Marko Jäntti, University of Eastern Finland, Finland


Thousands of IT organizations worldwide are using IT Infrastructure Library (ITIL) framework to manage their IT services (e.g., application services, server services, data center services, desk top services, help desk services, data network services, and hardware lifecycle services). ITIL is a collection of best practices for IT service management.  However, many organizations consider the implementation and improvement of service management processes as a challenging task. One of the key challenges in transforming a software product oriented company into a service oriented company is the lack of understanding how traditional software development (software engineering) activities are related to IT service management.

This tutorial shall provide an insight into IT service management describing the service lifecycle and presenting the overview of the most popular IT service management processes and concepts. The tutorial shall explain the relationship between software development and IT service management through the application management function. Additionally, lessons learnt from ITSM process improvement case studies with IT service provider organizations are presented.


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