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Authors: David Miller and Mark Woodman

Affiliation: Middlesex University, United Kingdom

ISBN: 978-989-8425-52-2

Keyword(s): Business-focused IT, Alignment, IT governance, Service assessment, Service measurement, Service per-formance, Service quality, Services science, Skills profiling, Experience based assessment, Assessment framework, Service excellence, Cloud computing, Total business experience.

Related Ontology Subjects/Areas/Topics: Cloud Computing ; Cloud Computing Enabling Technology ; Cloud Delivery Models ; Cloud Risk, Challenges, and Governance ; Fundamentals ; Monitoring of Services, Quality of Service, Service Level Agreements ; Service Marketing and Management ; Service Modeling and Specification ; Service Monitoring and Control ; Service Operation ; Services Science

Abstract: The hitherto limited interpretation of service as deployed in IT value creation and solutions implementation is perhaps a reason why so few IT projects are seen to have successful business outcomes. There are strong indications that the commonly used measures of quality and performance have never been adequate for complex services such as IT. As cloud-based technology changes the business and IT landscape it is important to consider how IT services will evolve and can be managed to become more business-focused. A services-based model for IT is described which has been developed from evidence gathered from business and IT and ideas from other sectors. Validated in the field, it is designed around the high value touch-points between business and IT and uses needs-based and experience-based measures for business alignment and service excellence. It is the first time that services have been identified formally as being necessary for business and IT alignment. This is of critical importa nce to businesses using cloud-based solutions and consistent with the service science notion of the co-creation of value. (More)

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Paper citation in several formats:
Miller, D. and Woodman, M. (2011). A BUSINESS-FOCUSED IT SERVICE MODEL FOR CLOUD.In Proceedings of the 1st International Conference on Cloud Computing and Services Science - Volume 1: CLOSER, ISBN 978-989-8425-52-2, pages 309-318. DOI: 10.5220/0003389203090318

@conference{closer11,
author={David Miller. and Mark Woodman.},
title={A BUSINESS-FOCUSED IT SERVICE MODEL FOR CLOUD},
booktitle={Proceedings of the 1st International Conference on Cloud Computing and Services Science - Volume 1: CLOSER,},
year={2011},
pages={309-318},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003389203090318},
isbn={978-989-8425-52-2},
}

TY - CONF

JO - Proceedings of the 1st International Conference on Cloud Computing and Services Science - Volume 1: CLOSER,
TI - A BUSINESS-FOCUSED IT SERVICE MODEL FOR CLOUD
SN - 978-989-8425-52-2
AU - Miller, D.
AU - Woodman, M.
PY - 2011
SP - 309
EP - 318
DO - 10.5220/0003389203090318

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