Procesowe koncepcje i modele zarządzania technologią i usługami informatycznymi

• Autorzy: Aleksander Lotko

Warianty tytułu

Information Technology and Service Management. Chosen Concepts and Models

• Języki publikacji: PL

Abstrakty

W artykule przedstawiono zarys najważniejszych obecnie modeli w obszarze zarządzania technologią i usługami informatycznymi, wskazując na możliwość ich praktycznego stosowania. Podkreślono sferę kontaktów działu IT z klientem oraz rolę omawianych modeli w tworzeniu wartości dla organizacji. Przedstawiono też strategiczne i operacyjne korzyści związane z wdrażaniem tych koncepcji.

EN

Contemporary business logics should be based on a well-thought-out strategy, correctly analized processes and organizaction architecture, as well as on properly implemented information technology (IT) solutions. Growing complexity of IT architectures causes problems in the area of IT management, simultaneously giving rise to questions concerning best practices and creating model approaches concerning these issues. As a world standard in the area of information technology and services management, an ITIL (Information Technology Infrastructure Library) model has been acclaimed. It is practically implemented by detailed methodologies, such as ITSM (Information Technology Service Management), IPW (Implementation of Process-oriented Worklow) and IPWSM (IPW Stadia Model), ISM (Integrated Service Management) and others. These are intensively developed models, designed for implementing best practices and bringing under control the complexity of information infrastructure, enabling its effective use and managing services based on this infrastructure. In this paper, the outline of the most important models in the described area has been presented, with emphasis put on the possibility of their practical use. The area of contacts and understanding between an IT department and its customers has been underlined, as well as the role of IT infrastructure and services management in creating value for organizations. Both strategic and operational benefits following from implementing these consepts have been described. (original abstract)

Słowa kluczowe

PL

Technologia informacyjna; Usługi informacyjne; Zarządzanie

EN

Information Technology (IT); Information services; Management

• Czasopismo: Organizacja i Kierowanie
• Rocznik: 2004
• Numer: nr 4
• Strony: 35--50

Twórcy

autor

Aleksander Lotko

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