A Five-Step Method to Tune Your ITSM Processes

Abstract

Efficient and effective processes and knowledgeable employees separate high-performing organizations from average or low performing organizations. In this paper, we develop a five-step method to tune IT Service Management processes by focusing on the knowledge needs for each role and identifying the employee who possesses the needed knowledge. This five-step method employs a Dynamic Network Analysis (DNA) model that includes three classes, Persons, Roles, and Knowledge, and four important relationships between and within these classes.

Keywords:

• social network analysis
• dynamic network analysis
• meta-matrix
• information technology infrastructure library
• information technology service management
• process improvement

Notes

ISO/IEC 20000-1. (2005). Information Technology—Service management, Part 1, section 3.3, p. 4. Geneva, Switzerland: ISO (International Organization for Standardization).