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The book researches the use of a semantic wiki in the area of IT Service Management within the IT department of an SME. An emphasis of the book lies in the design and prototypical implementation of tools for the integration of ITSM-relevant information into the semantic wiki, as well as tools for interactions between the wiki and external programs. The result of the book is a platform for agile, semantic wiki-based ITSM for IT administration teams of SMEs.

IT-Service-Management --- Semantic Wiki --- ITSM --- Wiki --- Semantisches Wiki

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Eine der Ursachen für die ungenaue Bestimmung von Service-Levels in IT-Dienstleistungsvereinbarungen liegt in der informellen Repräsentation von IT-Dienstleistungsprozessen. In der Arbeit wird eine integrierte Methode entwickelt, mit der Dienstanbieter verschiedene Qualitätsmerkmale von IT-Dienstleistungen und die zu ihrer Erbringung benötigten IT-Dienstleistungsprozesse modellieren und simulieren können.

Modellierung --- Simulation --- IT-Service-Management --- Qualität --- Petri-Netze

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Create a more robust service management system using the best of ITIL®, ISO/IEC 20000-1, COBIT®, and CMMI®-SVC. Although ITIL’s popularity as a framework for IT service management (ITSM) continues to increase, a number of organizations have realized that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO/IEC 20000-1 — the international standard for ITSM — but, with the likes of COBIT 5 and CMMI-SVC to consider as well, it can be difficult to determine the best route to take. Until now, there has been little guidance on how to merge these frameworks in order to produce a robust enterprise philosophy for service delivery. Pragmatic Application of Service Management – The Five Anchor Approach provides that guidance. Product overview Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance on creating an integrated system based on COBIT 5, ISO 20000, ITIL, and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function. It now features a short chapter on applying the ‘five anchors’ approach to integrating service management frameworks in very small enterprises (VSEs), and contains four new ‘caselets’ (short case studies). Packed with instructive illustrations, helpful tables, and the authors’ very own five anchor approach, this book is ideal for anyone considering adopting, adapting, or merging COBIT5, ISO/IEC 20000, ITIL, and CMMI-SVC. Better ITSM through integrated best practice Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management – The Five Anchors Approach presents a holistic view of service management, and provides a unique mapping to assist service management practitioners in their information gathering. Contents Why This Book COBIT, ISO/IEC 20000, ITIL and CMMI-SVC Addressing VSEs The Five Anchors Caselet #1 – Governance Caselet #2 – Resource Optimization Caselet #3 – Risk Management Caselet #4 – Achieve Business Outcomes Caselet #5 – Compliance & Improvement Caselet #6 - Strategic Alignment Caselet #7 – Security, Compliance & Risk Caselet #8 - Value-based Portfolio Caselet #9 – Strategy Choice & Market Conditions Caselet #10 – Plan & Use Resources Appendix A– The Map A...

Information technology --- Management. --- CMMI. --- COBIT 5 implementation. --- COBIT 5. --- COBIT. --- ISO 20000. --- ISO20000. --- IT service management system. --- IT service management. --- ITIL lifecycle. --- ITIL. --- ITSM.

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Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is aimed at ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations.

Business enterprises --- Information technology --- Organizational change --- Management. --- IT infrastructure library. --- ITSM library. --- IT service management. --- ITIL. --- ITSM. --- service management.

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Symmetry and complexity are studied by a selection of outstanding papers ranging from pure Mathematics and Physics to Computer Science and Engineering applications. In this Special Issue, the authors give a short but intensive description of the many applications of the basic structure of symmetry and complexity in many fields. Some interesting results were given in the Hydrodynamic Analysis of 3-D Hydrofoil and Marine Propeller and in the SAT Problems. The Study on Hypergraph Representations of Complex Fuzzy Information shows the importance of methods based on symmetry and complexity. A deep study of Information Technology Services in Public Organizations has been given in this issue, together with some interesting papers dealing with Adaptive Block Truncation Coding Based on an Edge-Based Quantization, SIR Model in a Patchy Environment, and the Evolution of Conformity Dynamics in Complex Social Networks. Another interesting paper provides some new insights into the Novel Computational Technique for Impulsive Fractional Differential Equations. In this collection, An Intelligent Approach for Handling Complexity by Migrating from Conventional Databases to Big Data shows the importance of such topics related to complexity.

big data --- complexity --- NoSQL databases --- Oracle NoSQL --- data migration --- B-spline scheme --- dihedral hydrofoil --- hydrodynamics --- marine propeller --- propeller wake --- sweptback hydrofoil --- surface panel method --- fractional derivative --- Adomian method --- computational technique --- conformity --- evolutionary dynamics --- ring network --- small-world network --- scale-free network --- epidemic model --- irreducible matrix --- Metzler matrix --- disease transition and transmission matrices --- decentralized control --- disease-free and endemic equilibrium points --- Moore–Penrose pseudoinverse --- next generation matrix --- patchy environment --- vaccination controls --- numerical inverse Laplace transform --- orthonormalized Bernstein polynomials --- operational matrices --- fractional differential equations --- BTC --- edge-based quantization --- reversible data hiding --- histogram shifting technique --- directional hölder regularity --- anisotropic hölder regularity --- directional scaling function --- anisotropic scaling function --- directional multifractal formalism --- wavelet bases --- sierpinski cascade functions --- fractional brownian sheets --- nonlinear equations --- multiple roots --- higher order methods --- attraction basins --- service identification --- IT service --- IT services catalog --- IT services portfolio --- multiobjective --- symmetric duality --- second-order --- nondifferentiable --- fractional programming --- support function --- Gf-bonvexity/Gf-pseudobonvexity --- complex q-rung orthopair fuzzy set --- complex q-rung orthopair fuzzy graphs --- complex q-rung orthopair fuzzy hypergraphs --- transversals --- SAT problem --- membrane computing --- P system --- splitting rule