Improving IT Service Operation Processes

摘要

IT organizations often start improving IT service management from the processes that are closely related to customer interface, such as incident management, service request management and problem management. These processes belong to the service operation phase in IT service management. However, many IT organizations encounter difficulties while adopting service operation practices. The research problem in this study is: How service operation processes are performed in IT service provider companies and what types of challenges exist in these companies regarding service operation?