A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry
Abstract
:1. Introduction
- A first and quite simple approach is to define a unique and generic sequence of the ITIL processes for all companies. This solution does not consider differences among industries, sizes, existing processes, or any other consideration. There are several authors who propose this solution (each one proposes a different sequence) [6,9,10,11]. The advantage of this sequence is that it is unique, so no more calculations are needed; each author proposes a static sequence of ITIL processes that could be used in any company (no matter the industry, size, previous implementation of processes, or any other consideration). The main disadvantage of these proposals is that the sequences are not adapted to the characteristics of the company, nor to its interests (for example, in adaptive sequences, it is possible to define an optimal sequence to draw closer to competitors or a different optimal sequence to draw closer to very small companies).
- A second approach is to define an adaptive sequence that considers the characteristics of the company (the industry, size, size of the IT department, and age, among others) to propose a specific sequence of the ITIL processes for that company. Papers such as [7,12,13,14] are good examples of this approach. The idea of these authors is to define specific sequences of the ITIL processes for each company. The way to define the sequence differs from one author to another. For example, [7,12] are based on a mathematical optimization fixed to some requisites defined by the company. In [13], the sequence is obtained from the priorities for the company, while [14] considers fuzzy logic to obtain different sequences for each company.
- An alternative to define a specific sequence is to determine which factors may help the implementation of ITIL: these are the so-called ‘critical implementation factors’. Different authors have worked on this area; the most relevant references are [15,16,17]. This approach does not clearly set the order of processes but defines the conditions to succeed with the ITIL implementation.
- An implementation project based on different periods or phases [18,19]. This strategy is focused on general tasks for the implementation of ITIL; it is not oriented to specifically define the order of processes but rather to manage the implementation as a whole project and define the phases needed to succeed.
- The main conclusion after reviewing the state of the art is that there is no clear methodology to know the sequence of the ITIL processes for their implementation, especially for small companies. In the literature review, we found some general approaches to set the order of processes, but they are mainly designed for big companies or specific cases.
Tourism Industry
- Reservation management: CRS (Central Reservation System) [28], mainly oriented to manage the reservation of rooms;
2. Materials and Methods
- Its main activity is in the tourism industry;
- It has less than 50 employees;
- The IT department has less than five employees;
- It operates in international markets but offers national destinations;
- It has a medium level of implementation of ITIL processes, as observed from the analysis of the survey responses.
- I.
- The data initially obtained through the survey are stored in a database. These data represent the characteristics of the tourism companies and the level of implementation of ITIL processes in each one.
- II.
- Once the data from the survey are stored in the database, a representative company in the tourism industry is set up in the system.
- III.
- The criteria to obtain the optimal sequence of ITIL processes is also set up. This step requires identifying how the optimal sequence is obtained. There are different possibilities for optimization: a generic optimization, a single parametric optimization, or a multiple parametric optimization. To obtain a more general solution, a generic optimization has been proposed.
- IV.
- The restrictions imposed by the representative company are modeled and introduced into the system. The method proposed in this article allows us to exclude some processes from the set of candidates.
- V.
- The mathematical model implemented to obtain an optimal sequence returns the set of ordered ITIL processes that best fit the criteria previously defined (satisfying the restrictions imposed by the company).
2.1. Scope of the Study
- Travel agencies;
- Hotels;
- Car renting;
- Cultural industry.
2.2. Data Storage
- I.
- Characteristics of every company surveyed: staff, IT staff, industry, working region, and age;
- II.
- The status of implementation of every ITIL process. The possible answers for each ITIL process are:
- No, the process is not implemented, and it is not planned;
- The process is being implemented or it is medium-term planned;
- It is already implemented, or it will be in the short term.
2.3. Technical Aspects about the Survey
2.4. Methodology
2.5. The Methodology to Obtain the Sequence
- The starting point is to provide the database with data. The algorithm needs information about the characteristics of the organizations and companies and data about the level of implementation of every ITIL process in those companies.
- Afterwards, to collect data about company X interested in obtaining an ITIL sequence of processes, both the characteristics of the company and the level of implementation of ITIL processes are required by the mathematically enhanced model.
- Generate the S_ITIL set of processes. This set of processes must not include the processes already implemented in company X, referenced by the set IMP. So, S_ITIL = S_ITIL-IMP.
- Set SSEL = {}. This is an empty set of selected processes.
- Generate the set Ex: set the processes excluded from optimization and recalculate S_ITIL = S_ITIL–Ex.
- Set the criteria for optimization by adjusting the αj weights and γj characteristics. In most cases, αj = 1, γj = 0 is enough.
- Obtain NP through the optimization formula for each process in S_ITIL.
- Choose the process pSEL as pointed out and include it in the set SSEL.
- Eliminate pSEL from the set S_ITIL.
- Repeat from step 7 until S_ITIL is empty.
- The ordered optimal sequence is contained in SSEL.
3. Results
3.1. Application to the Tourism Industry
3.1.1. Characteristics of the Sample
3.1.2. Calculation of the Optimal Restricted Sequence of the ITIL Processes
4. Discussion
4.1. Analysis of the Sequence Obtained
4.2. Comparison to Other Methodologies
4.2.1. Comparison to Methodology with No Restrictions
4.2.2. Comparison to Other Authors Proposals
4.2.3. Extensive Use of the Improved Methodology
5. Conclusions
Supplementary Materials
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
Appendix A
Process Id | Process Description | Question |
---|---|---|
1 | Strategic management of IT services | Give a value (1-3) for the strategic management of IT services in your company |
2 | Portfolio management of IT services | Give a value (1-3) for the portfolio management of IT services in your company |
3 | Financial management | Give a value (1-3) for the financial management of IT services in your company |
4 | Demand management | Give a value (1-3) for the demand management of IT services in your company |
5 | Business relationship management | Give a value (1-3) for the business relationship management of IT services in your company |
6 | Design coordination | Give a value (1-3) for the design coordination of IT services in your company |
7 | Service catalog management | Give a value (1-3) for the service catalog management of IT services in your company |
8 | Availability management | Give a value (1-3) for the availability management of IT services in your company |
9 | Service level management | Give a value (1-3) for the service level management of IT services in your company |
10 | Continuity management | Give a value (1-3) for the continuity management of IT services in your company |
11 | Security management | Give a value (1-3) for the security management of IT services in your company |
12 | Provider management | Give a value (1-3) for the provider management of IT services in your company |
13 | Capacity management | Give a value (1-3) for the capacity management of IT services in your company |
14 | Transition scheduling | Give a value (1-3) for the transition scheduling management of IT services in your company |
15 | Change management | Give a value (1-3) for the change management of IT services in your company |
16 | Deploy and version management | Give a value (1-3) for the deploy and version management of IT services in your company |
17 | Validation and test management | Give a value (1-3) for the validation and test management of IT services in your company |
18 | Asset and configuration management | Give a value (1-3) for the asset and configuration management of IT services in your company |
19 | Change assessment | Give a value (1-3) for the change assessment of IT services in your company |
20 | Knowledge management | Give a value (1-3) for the knowledge management of IT services in your company |
21 | Problem management | Give a value (1-3) for the problem management of IT services in your company |
22 | Incident management | Give a value (1-3) for the incident management of IT services in your company |
23 | Access management | Give a value (1-3) for the access management of IT services in your company |
24 | Event management | Give a value (1-3) for the event management of IT services in your company |
25 | Requests management | Give a value (1-3) for the requests management of IT services in your company |
26 | Continuous improvement | Give a value (1-3) for the continuous improvement management of IT services in your company |
ITIL Process | Average; [Value] | ITIL Process | Average; [Value] | ITIL Process | Average; [Value] | ITIL Process | Average; [Value] |
---|---|---|---|---|---|---|---|
1 | 2.02; [2] | 8 | 2.17; [2] | 15 | 2.16; [2] | 22 | 1; [1] |
2 | 2.15; [2] | 9 | 2.20; [2] | 16 | 2.24; [2] | 23 | 2.23; [2] |
3 | 2.20; [2] | 10 | 2.20; [2] | 17 | 2.28; [2] | 24 | 2.25; [2] |
4 | 2.18; [2] | 11 | 2.23; [2] | 18 | 2.22; [2] | 25 | 2.27; [2] |
5 | 1; [1] | 12 | 2.24; [2] | 19 | 2.24; [2] | 26 | 2.33; [2] |
6 | 2.09; [2] | 13 | 2.23; [2] | 20 | 2.24; [2] | - | |
7 | 2.13; [2] | 14 | 2.26; [2] | 21 | 2.33; [2] | - |
List Order | Process |
---|---|
1 | Incidence management |
2 | Continuous improvement management |
3 | Validation and testing management |
4 | Requirement management |
5 | Transition scheduling management |
6 | Provider management |
7 | Version and deploy management |
8 | Security management |
9 | Capacity management |
10 | Access management |
11 | Asset and configuration management |
12 | Service level management |
13 | Continuity management |
14 | Demand management |
15 | Availability management |
16 | Change management |
17 | Service portfolio management |
18 | Service catalog management |
Appendix B
- procedure sequence_ITIL ()
- {
- #Require data, level of ITIL implementation, restrictions and
- #objectives from the #company X. Evaluate distance to maximum
- #implementation
- #
- #At the beginning, the characteristics of company X are required
- for each characteristic
- input (ch[j]) #for company X
- #For company X, the implementation for a process is required
- for each ITIL_process p_i
- {
- require (dist[p_i]); #for company X
- V[p_i] = MAX_VALUE_IMPLEMENTATION–dist[p_i];
- }
- #Create initial vector of candidate processes
- Scandidates = {}
- #Create vector of processes excluded
- for each ITIL_process p_i
- input (ex[j]) #for company X
- for each ITIL_process p_i
- {
- #exclude already fully implemented
- if (dist[p_i] <> MAX_VALUE_IMPLEMENTATION ) &&
- (NOT ex[p_i])
- Scandidates = Scandidates U {process p_i}
- }
- #Create the set SSEL={}. This is an empty set of
- processes.
- SSEL = {}
- #Create vectors t and T from the data in database
- for each ITIL_process p_i in Scandidates
- {
- for each characteristic ch[j]
- {
- for each possible value of ch[j]
- {
- evaluate t[i][j][k]; #optimization expression
- T[i][j][k]= MAX_VALUE_IMPLEMENTATION-t[i][j][k];
- }
- }
- }
- #Initialize the criteria for optimization:
- #gj = 0 for the characteristics will not be present in optimization
- #1>=aj>0 to weight the characteristics will be in optimization
- for each characteristic ch[j]
- {
- input (int g[j]); # g[j] =0 or g[j]=1
- input (float a[j]); # 1 >= a[j] >0
- }
- while SSEL <> {}
- {
- #Calculate NP for every process in Scandidates and choose the
- #min value
- #
- #At beginning, NP_min is the process number 1
- NP_min = NP[Scandidates [1]];
- pSEL = 1; #Process with NP_min
- for i = 2 until {number of processes in Scandidates}
- {
- evaluate NP[Scandidates [i]]; #apply expression for optimization
- if NP[Scandidates [i]] < NP_min
- NP_min = NP[Φcandidates [i]] #new minimum value
- pSEL = i; # New process with new NP_min value
- }
- #Select the process pSEL and include it in the set SSEL.
- SSEL = SSEL U {Scandidates [pSEL]} #include in SSEL list
- Scandidates = Scandidates - {Scandidates [pSEL]}#delete in
- Scandidates
- }
- #The optimal sequence is contained in SSEL.
- print SSEL
- }
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Item | Value |
---|---|
Region of interest | Spain |
Distribution | |
Population | Tourism companies |
Polling | Web/Phone/Face to face |
Sent | 200 |
Received | 111 |
Minimum for significance | 96 |
Confidence level | 95% |
Error | <10% |
Company selection | Random |
Survey mode | One step |
Questionnaire | See Table A1 |
Process ID ** | Process |
---|---|
1 | Service strategic management |
3 | Financial management |
6 | Design coordination management |
19 | Change assessment management |
20 | Knowledge management |
24 | Event management |
5 (*) | Business relationship management |
22 (*) | Problem management |
List Order | Process ID * | Process |
---|---|---|
1 | 22 | Incidence management |
2 | 26 | Continuous improvement management |
3 | 17 | Validation and testing management |
4 | 25 | Requirement management |
5 | 14 | Transition scheduling management |
6 | 12 | Provider management |
7 | 16 | Version and deploy management |
8 | 11 | Security management |
9 | 13 | Capacity management |
10 | 23 | Access management |
List Order | Process ID * | Process |
---|---|---|
1 | 22 | Incidence management |
2 | 26 | Continuous improvement management |
3 | 17 | Validation and testing management |
4 | 25 | Requirement management |
5 | 14 | Transition scheduling management |
6 | 24 | Event management |
7 | 12 | Provider management |
8 | 16 | Versions and deploy management |
9 | 19 | Change assessment |
10 | 20 | Knowledge management |
Sequence | Spearman Contrast ρ (Interval of Acceptance H0) | Kendal Contrast τ (Interval of Acceptance H0) | Result |
---|---|---|---|
[13] | −0.024 (−0.472; 0.472) | 0.51 (−0.346; 0.346) | Independency cannot be assured |
[35] | 0.517 (−0.700; 0.700) | 0.444 (−0.556; 0.556) | No dependency |
[8] | −0.418 (0.503; −0.503) | −0.100 (0.383; −0.383) | No dependency |
[36] | −0.110 (−0.472; 0.472) | −0.046 (−0.346; 0.346) | No dependency |
[37] | −0.500 (−1.000; 1.000) | 0 (−1.000; 1.000) | No dependency |
[38] | 0.143 (−0.738; 0.738) | −0.071 (−0.643; 0.643) | No dependency |
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Rubio Sánchez, J.L.; García Revilla, M.R.; Martínez Moure, O. A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry. Informatics 2022, 9, 48. https://doi.org/10.3390/informatics9020048
Rubio Sánchez JL, García Revilla MR, Martínez Moure O. A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry. Informatics. 2022; 9(2):48. https://doi.org/10.3390/informatics9020048
Chicago/Turabian StyleRubio Sánchez, Juan Luis, Mercedes Raquel García Revilla, and Olga Martínez Moure. 2022. "A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry" Informatics 9, no. 2: 48. https://doi.org/10.3390/informatics9020048
APA StyleRubio Sánchez, J. L., García Revilla, M. R., & Martínez Moure, O. (2022). A Methodology to Sequence the Service Management Processes in IT Departments: Application to the Tourism Industry. Informatics, 9(2), 48. https://doi.org/10.3390/informatics9020048