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Activity-based management of IT service delivery

John Bailey, Eser Kandogan, Eben Haber, Paul P. Maglio
2007 Proceedings of the 2007 symposium on Computer human interaction for the management of information technology - CHIMIT '07  
Our results suggest that unstructured work activities comprise a significant and vital portion of the overall work done by people in IT service delivery.  ...  Based on these findings, we propose an administrator workspace aimed specifically at blending structured and unstructured work activities to support effective, reusable, and quantifiable IT service delivery  ...  In the context of IT service delivery, processes refer to the structured activities supported in formal workflow systems, such as problem management and change management.  ... 
doi:10.1145/1234772.1234779 dblp:conf/chimit/BaileyKHM07 fatcat:soktfalc2zeevow2jilhpiaydy

Development trends and distinctive features of online insurance

Gulnora Akramova, Bakhodir Sadritdinov
2022 Научные исследования и инновации в индустрии 4.0.  
Since the use of modern information technologies is necessary for the development of insurance services.  ...  In the conditions of intensive informatization processes, modern society requires an active implementation of information technologies in the insurance industry.  ...  Insurance service for the client base is one of the important elements in the activity of an insurance company. It is the level of insurance service that has a direct impact on demand.  ... 
doi:10.47689/4.v1i1.3555 fatcat:m6i73egrrvesfirvk2nrte2vja

Data flow model of a total service quality management system

Chia-hao Chang, Jimming T. Lin
1991 Computers & industrial engineering  
The design integrated the pre-service delivery stage, service delivery stage and post-service delivery stage into one single model, similar to the structure of a total manufacturing quality management  ...  The model can be used as the base for further development toward a computer integrated service quality management information system.  ...  Collection of Service Measures generally proceeds from the results of past service delivery activities.  ... 
doi:10.1016/0360-8352(91)90074-g fatcat:nkug4tocwbhdrgpzlvlhhvame4

A Flow-Through Workflow Control Scheme for BGP/MPLS VPN Service Provision [chapter]

Daniel Won-Kyu Hong, Choong Seon Hong
2004 Lecture Notes in Computer Science  
Finally, we describe a scenario for the delivery of the BGP/MPLS VPN service adopting the proposed workflow-based service delivery architecture.  ...  This paper proposes a workflow-based service delivery architecture for telecommunications services.  ...  Sales & customer care, billing, inventory management, activation and workflow management components are key ingredients in achieving the business goal of telecommunications service delivery.  ... 
doi:10.1007/978-3-540-30197-4_40 fatcat:wogxpvsacrd6jorgrrb3cr3uua

SDN-Based Active Content Networking

Tai-Won Um, Gyu Myoung Lee, Jinsul Kim
2016 International Journal of Distributed Sensor Networks  
The proposed architecture aims to provide customized delivery of various types of media content in order to satisfy users' demand and service requirements.  ...  To this end, we have developed an active content processing model which provides innetwork content processing through service objects that are integral parts of active content.  ...  It enables active content service providers to control and manage transport resources for achieving better service quality and the seamless operation of active content networking.  ... 
doi:10.1155/2016/1603239 fatcat:jwmyxfd3mrernotebehfhhuhba

Analyzing IT Service Delivery in an ISP from Nicaragua [chapter]

Johnny Flores, Lazar Rusu, Paul Johanneson
2010 Communications in Computer and Information Science  
This paper presents an evaluation of IT service delivery by Internet Service Providers (ISPs) from Nicaragua at the end of 2009.  ...  We describe the current practices and limitations of IT service delivery in ISPs from Nicaragua.  ...  ITILprocesses Activities . Summary of the Activities, Guidelines, PI/Metrics, Methods/Tools and Components of IT Service Delivery and Security Management Note.  ... 
doi:10.1007/978-3-642-16324-1_17 fatcat:bigthw74avg5zpxhd2e3sdtj3e

Towards a Service Delivery Based on Customer eXperience Ontology: Shift from Service to eXperience [chapter]

Khalil ur Rehman Laghari, Imen Grida Ben Yahya, Noel Crespi
2010 Lecture Notes in Computer Science  
This paper introduces ontological model for customer experience, intended for use in run time environments by policy based management systems, to initiate and enable service delivery based on customer  ...  The work presented here can have valuable implications for future studies of customer experience based service delivery approach.  ...  The core of our work is to bring Customer eXperience at the center of service management by employing ontology-based customer experience model, and policy-based service management.  ... 
doi:10.1007/978-3-642-16836-9_5 fatcat:cqq43ga2a5gfjp5cybrg7jcn5y

Modeling service variability in complex service delivery operations

Yixin Diao, Larisa Shwartz
2015 2015 11th International Conference on Network and Service Management (CNSM)  
One of the key promises of IT strategic outsourcing is to deliver greater IT service management through better quality and lower cost.  ...  We demonstrate the applicability of the proposed methodology using data from a large IT service delivery environment.  ...  We have demonstrated the applicability of the proposed methodology using data from a large IT service delivery environment.  ... 
doi:10.1109/cnsm.2015.7367369 dblp:conf/cnsm/DiaoS15 fatcat:plrojdjtrrfhlltvjtrg4ntpwa

Solution framework proposal: taking effective control over the project delivery chain with automatic identification and agent‐based solutions

E. Ilie Zudor, J. Holmstrom
2005 Assembly Automation  
This makes it possible for new project delivery partners and service providers to locate and start using the controlling software applications without prior notification and arrangement.  ...  Purpose -The objective of this paper is to propose a solution framework for better project delivery control.  ...  Product specific control is the foundation for solving issues such as track and trace, inventory management, point of use visibility, asset management, activity based costing, lead time visibility, end-of-life  ... 
doi:10.1108/01445150510579012 fatcat:auvyub7bvzgcbf5elik6kc5cgq

Towards an Autonomic Service Architecture [chapter]

Ramy Farha, Myung Sup Kim, Alberto Leon-Garcia, James Won-Ki Hong
2005 Lecture Notes in Computer Science  
ASA ensures the delivery of services according to specific agreements between customers and service providers.  ...  In this paper, we present an Autonomic Service Architecture (ASA) for the automated management of networking and computing resources.  ...  Service Activator, Operation Manager, Planning Engine etc.).  ... 
doi:10.1007/11567486_7 fatcat:oeulm4muczdvfdjnbu5ajqd26a

An Information System Design Product Theory for the Abstract Class of Integrated Requirements and Delivery Management Systems

Yikun Lu, Timo Kakola
2014 2014 47th Hawaii International Conference on System Sciences  
This paper presents an information system design product theory for the abstract class of Requirements and Delivery Management Systems. eSourcing service providers can use it to establish domain-specific  ...  Information and Communications Technologyenabled international sourcing of software-intensive systems and services (eSourcing) is increasingly used as a means of adding value, reducing costs, sharing risks  ...  It makes the eSourcing service plan together with the delivery management team. During the delivery phase, it coordinates with the delivery management team and deals with service breakdowns.  ... 
doi:10.1109/hicss.2014.458 dblp:conf/hicss/LuK14 fatcat:3boziunqhvcr5b6sipfh6nnfym

IMPROVING LOGISTICS SERVICES THROUGH THE TECHNOLOGY USED IN FLEET MANAGEMENT

Mauro Vivaldini, Silvio Roberto Ignácio Pires, Fernando Bernardi de Souza
2012 Journal of Information Systems and Technology Management  
Outsourcing logistics has established itself in the area of the LSP (Logistics Service Provider), which offers a range of services to its customers.  ...  By studying the specific case of an LSP, this paper investigates the use of these technologies in the management of their business and services.  ...  This study has discussed the features and how technology tools for fleet management and monitoring contribute to the services offered by the LSP, by means of the presentation of a case study, given the  ... 
doi:10.4301/s1807-17752012000300006 fatcat:jtgp4mdo7nc53koerl2gstfizm

From Stumbling Block to Enabler: The Role of Public Financial Management in Health Service Delivery in Tanzania and Zambia

Moritz Piatti-Fünfkirchen, Pia Schneider
2018 Health systems and reform  
Studies found a positive association between health service delivery outcomes and good governance of public finance; however, the mechanisms through which public financial management affects service delivery  ...  This article maps the three stages of the budget cycle to common performance criteria used in health service delivery. It applies this approach to experiences in Tanzania and Zambia.  ...  Inefficiencies in service delivery arise because facilities are bound by original activity plans and thus unable to adjust to changing priorities in service delivery in an output-or program-based budget  ... 
doi:10.1080/23288604.2018.1513266 pmid:30398392 fatcat:v3olzxivsfdczg6cv4uc33cvke

Coordinating Tensions in Orchestrating Blended Modes of Sharing and Outsourcing of Services [chapter]

Albert Plugge, Marijn Janssen, Anton Joha
2013 Lecture Notes in Business Information Processing  
Yet, the topic of coordinating blended service delivery modes as part of shared services has hardly been researched.  ...  Blended modes of shared services are related to the use of multiple delivery modes that requires intensive coordination to ensure improved service quality.  ...  Based on our analyses we found a lack of coordinating roles to manage the blended service delivery modes effectively.  ... 
doi:10.1007/978-3-642-40951-6_9 fatcat:y22d7swimre3jogj7qn6nhpyzu

Impact of Cloud-based Infrastructure on Telecom Managed Services Models

Ogbonnaya Anicho, Tariq Abdullah
2020 Data Science: Journal of Computing and Applied Informatics  
This paper examines how cloud-based infrastructure is impacting classical implementations of telecom Managed Services (MS) models with focus on network operations and maintenance (O&M).  ...  It is expected that the unique offerings of cloud-based solutions will impact existing MS models and may require redesigning or adjusting operation and maintenance processes and frameworks.  ...  By adopting managed services, organisations retained only core activities while outsourcing other aspects of its business/operations.  ... 
doi:10.32734/jocai.v4.i2-4339 fatcat:6sk7rqkyr5cmjdqb6a6p7b5tpe
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