An integrated service architecture framework for information technology service management and enterprise architecture

Today, IT service providers are faced with the demands and challenges in implementation of different IT frameworks/standards in the same organization, which are intended to align business and IT investments to provide IT governance. This requirement has gained more attention in IT Service Management...

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Main Author:	Nabiollahi Najafabadi, Akbar
Format:	Thesis
Language:	English
Published:	2012
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/30646/1/AkbarNabiollahiNajafabadiPFSKSM2012.pdf
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id	my-utm-ep.30646
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spelling	my-utm-ep.306462018-04-17T08:37:13Z An integrated service architecture framework for information technology service management and enterprise architecture 2012-08 Nabiollahi Najafabadi, Akbar QA75 Electronic computers. Computer science Today, IT service providers are faced with the demands and challenges in implementation of different IT frameworks/standards in the same organization, which are intended to align business and IT investments to provide IT governance. This requirement has gained more attention in IT Service Management (ITSM), Enterprise Architecture (EA), Service Oriented Architecture (SOA) and Services Computing (SC) due to embracing the service oriented concepts. There are some evidences and motivations on integration of IT Service Management (ITSM) and Enterprise Architecture (EA) in academia and industry. Very few efforts have been done to define a relationship between ITSM and EA based on ITIL V2. The ITIL V3 and its new 2011 edition, offered an IT service lifecycle recommending on using EA in ITSM. The efforts for development of Service Oriented EA (SOEA) also support the idea of integration. This research has developed a research roadmap to propose a service based framework for this integration. The integration of ITIL V3 and EA has been launched by identification of Service Architecture Requirements (SARs) to develop a model for service architecture supporting ITSM. The research adapted case study strategy, design science research and Delphi expert panel survey. Exploration of five case studies in Iran and Malaysia investigated service architecture requirements of ITSM/ITIL and Success Criteria in Integration (SCI) of ITSM/ITIL and EA. Then, the proposed framework was established on common goals and architectures of EA and ITSM frameworks such as IT and business alignment, information sharing, application architecture, data architecture and technology architecture. Service architecture model was designed based on service architecture requirements. Subsequently, a service-based solution referred as Integrated Service Architecture Framework (ISAF), has been developed to resolve the research problem. Twenty experts were nominated using snowball sampling to participate in Delphi study. The proposed framework has been refined and matured through a three round Delphi process. This process also has ensured that the refined framework is capable of satisfying different aspects of the integration surrounding service architecture model. 2012-08 Thesis http://eprints.utm.my/id/eprint/30646/ http://eprints.utm.my/id/eprint/30646/1/AkbarNabiollahiNajafabadiPFSKSM2012.pdf application/pdf en public phd doctoral Universiti Teknologi Malaysia, Faculty of Civil Engineering Faculty of Civil Engineering
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science Nabiollahi Najafabadi, Akbar An integrated service architecture framework for information technology service management and enterprise architecture
description	Today, IT service providers are faced with the demands and challenges in implementation of different IT frameworks/standards in the same organization, which are intended to align business and IT investments to provide IT governance. This requirement has gained more attention in IT Service Management (ITSM), Enterprise Architecture (EA), Service Oriented Architecture (SOA) and Services Computing (SC) due to embracing the service oriented concepts. There are some evidences and motivations on integration of IT Service Management (ITSM) and Enterprise Architecture (EA) in academia and industry. Very few efforts have been done to define a relationship between ITSM and EA based on ITIL V2. The ITIL V3 and its new 2011 edition, offered an IT service lifecycle recommending on using EA in ITSM. The efforts for development of Service Oriented EA (SOEA) also support the idea of integration. This research has developed a research roadmap to propose a service based framework for this integration. The integration of ITIL V3 and EA has been launched by identification of Service Architecture Requirements (SARs) to develop a model for service architecture supporting ITSM. The research adapted case study strategy, design science research and Delphi expert panel survey. Exploration of five case studies in Iran and Malaysia investigated service architecture requirements of ITSM/ITIL and Success Criteria in Integration (SCI) of ITSM/ITIL and EA. Then, the proposed framework was established on common goals and architectures of EA and ITSM frameworks such as IT and business alignment, information sharing, application architecture, data architecture and technology architecture. Service architecture model was designed based on service architecture requirements. Subsequently, a service-based solution referred as Integrated Service Architecture Framework (ISAF), has been developed to resolve the research problem. Twenty experts were nominated using snowball sampling to participate in Delphi study. The proposed framework has been refined and matured through a three round Delphi process. This process also has ensured that the refined framework is capable of satisfying different aspects of the integration surrounding service architecture model.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Nabiollahi Najafabadi, Akbar
author_facet	Nabiollahi Najafabadi, Akbar
author_sort	Nabiollahi Najafabadi, Akbar
title	An integrated service architecture framework for information technology service management and enterprise architecture
title_short	An integrated service architecture framework for information technology service management and enterprise architecture
title_full	An integrated service architecture framework for information technology service management and enterprise architecture
title_fullStr	An integrated service architecture framework for information technology service management and enterprise architecture
title_full_unstemmed	An integrated service architecture framework for information technology service management and enterprise architecture
title_sort	integrated service architecture framework for information technology service management and enterprise architecture
granting_institution	Universiti Teknologi Malaysia, Faculty of Civil Engineering
granting_department	Faculty of Civil Engineering
publishDate	2012
url	http://eprints.utm.my/id/eprint/30646/1/AkbarNabiollahiNajafabadiPFSKSM2012.pdf
_version_	1747815714656354304

An integrated service architecture framework for information technology service management and enterprise architecture

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