Application Management: Challenges – Service Creation – - download pdf or read online

By Frank Keuper, Christian Oecking, Andreas Degenhardt, Anjali Arya, Markus Böhm, Bhaswar Bose, Laurent Cerveau, Petra Endholz, Freddie Geier, Maximo Romero Krause, Helmut Krcmar, Stefanie Leimeister, Irvathraya Madhukar, Benedikt Martens, Christoph Riedl, B

ISBN-10: 3834916676

ISBN-13: 9783834916679

A few eminent authors seriously look into elements of software administration from a variety of useful and theoretical views and current attainable recommendations for present demanding situations, demonstrating the shut hyperlinks among carrier construction and repair management.

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Service Operation covers both reactive and proactive methods, instruments and tools for maintaining IT service provision. This volume thus addresses, inter alia, the safeguarding of stable IT service provision and the adjustment of service levels. ¾ Continual Service Improvement is concerned with the ongoing improvement of IT service management. In particular, this volume focuses on service design, service transition and service operation. With respect to lifecycle-oriented application management, what is most significant is that ITIL V3 is based on a service lifecycle approach which explicitly postulates the alignment of IT and business objectives as guiding maxims for the IT organization, and which in particular takes cognizance of the latest (IT) compliance rules.

It shows ¾ whether a solution to the problem was found without using the knowledge database, ¾ how often existing solution suggestions were used to resolve problems, ¾ which knowledge assets were used by support staff in the customer service organization to resolve the problem, ¾ which knowledge assets were used which did not have anything to do with the eventual problem resolution, ¾ how high the first solution rate is, and ¾ how often a ticket was opened and closed without resolving a problem, only to be subsequently opened again.

These services together form Platform-as-a-Service (PaaS), which is offered as cloud computing25. In an attempt to obtain a comprehensive understanding of cloud computing and its relevant components, Youseff, Butrico and Da Silva were among the first who suggested a unified ontology of cloud computing26. According to their layered model (see Figure 1), cloud computing systems fall into one of the following five layers: applications, software environments, software infrastructure, software kernel, and hardware.

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Application Management: Challenges – Service Creation – Strategies by Frank Keuper, Christian Oecking, Andreas Degenhardt, Anjali Arya, Markus Böhm, Bhaswar Bose, Laurent Cerveau, Petra Endholz, Freddie Geier, Maximo Romero Krause, Helmut Krcmar, Stefanie Leimeister, Irvathraya Madhukar, Benedikt Martens, Christoph Riedl, B


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