Increasingly, information technology governance is being considered an integral part of corporate governance. There has been a rapid increase in awareness and adoption of IT governance as well as the desire to conform to national governance requirements to ensure that IT is aligned with the objectives of the organization. Information Technology Governance and Service Management: Frameworks and Adaptations provides an in-depth view into the critical contribution of IT service management to IT governance, and the strategic and tactical value provided by effective service management. A must-have resource for academics, students, and practitioners in fields affected by IT in organizations, this work gathers authoritative perspectives on the state of research on organizational challenges and benefits in current IT governance frameworks, adoption, and incorporation.Roles, rules and resources for incident management Roles User, 1.line (service desk), 2.line, 3.line, Incident Incident, Major incident, Service ... In addition to the roles directly participating in the workflow, ITIL introduces an incident manager role with a certain responsibility for driving the ... Since neither a service level management process nor individual SLAs were defined at the time of implementation, anbsp;...
|Title||:||Information Technology Governance and Service Management: Frameworks and Adaptations|
|Publisher||:||IGI Global - 2008-08-31|