Gesellschaft für Informatik e.V.

Lecture Notes in Informatics

INFORMATIK 2010 Business Process and Service Science - Proceedings of ISSS and BPSC P-177, 55-62 (2010).

Gesellschaft für Informatik, Bonn

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Service catalogue and service sourcing

Bernd Pfitzinger , Holger Bley and Thomas Jestädt


Service management organizations and processes increasingly become standardized and even certified according to ISO/IEC 20000-1, creating detailed knowledge of the IT services rendered. The description of the services in a service catalogue needs to be enhanced beyond the components of IT services to include all contributing organizational units and business processes. An integrated model of the service catalogue is developed, visualized in a novel way and exemplarily applied to a large service provider. Finally, its usage for balanced sourcing decisions is discussed.

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Gesellschaft für Informatik, Bonn
ISBN 978-3-88579-271-0

Last changed 04.10.2013 18:34:50