Comparison of Information Technology Service Management (ITSM) Practices in e-Infrastructures, Libraries, Public Administration and the Private Sector

1. Iden, J., Eikebrokk, T.R.: Implementing IT service management: a systematic literature review. Int. J. Inf. Manage. 33(3), 512–523 (2013)

   Article  Google Scholar 

2. Chunpir, H.I., Ludwig, T., Curri, E.: Improving processes for user support in e-Science. In: IEEE 10th International Conference on e-Science (e-Science), vol. 2, pp. 87–90 (2014)

   Google Scholar 

3. Ebel, N.: Basiswissen ITIL® 2011 Edition. Grundlagen und Know-how für das IT Service Management und die ITIL®-Foundation-Prüfung, 1066 Seiten, gebunden dpunkt.verlag, November 2014

   Google Scholar 

4. Leimeister, J.M.: Crowdsourcing: crowdfunding, crowdvoting, crowdcreation. Zeitschrift für Control. und Manag. 56, 388–392 (2012)

   Article  Google Scholar 

5. Chunpir, H.I.: Enhancing user support process in federated e-science. University of Hamburg (2015)

   Google Scholar 

6. Jäntti, M., Cater-Steel, A., Shrestha, A., Campus, N.: Towards an improved it service desk system and processes: a case study. Int. J. Adv. Syst. Andm. 5(3), 203–215 (2012)

   Google Scholar 

7. Microsoft: Cross reference ITIL V3 and MOF 4. Microsoft (2009)

   Google Scholar 

8. Chunpir, H.I., Ludwig, T., Badewi, A.A.: Using soft systems methodology (SSM) in understanding current user-support scenario in the climate science domain of cyber-infrastructures. In: Proceedings of HCI, Part III Design, User Experience, and Usability. LNCS, vol. 8519, pp. 495–506 (2014)

   Chapter  Google Scholar 

9. Microsoft: Microsoft operations framework (MOF) (2015). http://technet.microsoft.com/en-us/solutionaccelerators/dd320379.aspx. Accessed Jan 13 2015

10. Chunpir, H.I., Badewi, A., Ludwig, T.: User support in the complex environment. In: Proceedings of HCI Design, User Experience, and Usability. LNCS, vol. 8520, vol. 8520, pp. 392–402 (2014)

    Google Scholar 

11. Chunpir, H.I., Ludwig, T., Badewi, A.: A snap-shot of user support services in earth system grid federation (ESGF): a use case of climate cyber-infrastructures. In: Proceedings of the 5th Applied Human Factors and Ergonomics (AHFE) Conference, July 2014

    Google Scholar 

12. Bonk, M., Breithaupt, J., Handgrätinger, S., Job, G., Melan, A., von Lachemair, G., Schenk, B.: ITIL in der Öffentlichen Verwaltung. Düsseldorf: itSMF e.V (2007)

    Google Scholar 

13. Soehner, C., Steeves, C., Ward, J.: E-Science and data support services, Washington, DC, USA (2010)

    Google Scholar 

14. Chunpir, H.I., Williams, D., Ludwig, T.: User experience (UX) of a big data infrastructure, pp. 467–474 (2017)

    Chapter  Google Scholar 

15. Appleton, O., et al.: A strategic roadmap for federated service management (2014)

    Google Scholar 

16. Chunpir, H.I., Rathmann, T., Zaina, L.M.: An empirical evidence of barriers in a big data infrastructure. Interact. Comput. 30(6), 507–523 (2018). https://academic.oup.com/iwc/article-abstract/30/6/507/5304647?redirectedFrom=fulltext

Download references