Improving service management in outsourced IT operations
Stewart H. C. Wan, Yuk‐Hee Chan · Journal of Facilities Management · 2007
Purpose – The purpose of this paper is to first evaluate the effect of IT service management (ITSM) tools in a practical environment followed by sharing experience in developing management process modules in a service outsourcing model. In order to improve the fault correlation from business and user perspectives, the aim is to propose a framework to automate network and system alerts with respect to its business service impact and user impact for proactive notification to IT operations management.