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Business Oriented Maintenance Management & ITIL (ITSM): a comparative analysis
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences. På AB, Stockholm, Sverige.ORCID iD: 0000-0003-2694-5937
TeliaSonera Sverige AB.
2007 (English)Report (Other academic)
Abstract [en]

System maintenance is conducted in organizations that use IT systems and it often consumes considerable resources. To manage this business, it is convenient to use a management model (Nordstrom, 2005). In this report, we have compared the model Business Oriented Maintenance Management, Affärsmassig Förvaltningsstyrning (Nordstrom and Welander, 2002) and the framework Information Technology Infrastructure Library (Berkhout et al, 2001; Bartlett et al, 2001). The background for this is that Affärsmässig Förvaltningsstyrning (AMPS) has been used to organize system maintenance in many organizations for some time now (the latest version of the model is called pm3, Pa Maintenance Management Model, and thus we will refer to it as AMFS/pm3 in this paper). At the same time many organizations have decided to implement the framework Information Technology Infrastructure Library (ITIL) to manage IT activities.

The need for this comparison arose when TeliaSonera modernized their system maintenance management model to a new version called tsm3. tsm3 is based on Affärsmassig Förvaltningsstyrning (Nordstrom and Welander, 2002) and the research results that have been presented in the doctoral dissertation/thesis Manageable System Maintenance, Styrbar Systemförvaltning - att organisera förvaltningsverksamhet med hjälp av effektiva förvaltningsobjekt (Nordström, 2005). In TeliaSonera, ITIL was also introduced to manage IT activities, which resulted in a comparison between tsm3 and ITIL for the purpose of identifying similarities and differences. The result of the study was presented at the Dataföreningen conference Förvaltning 2005 (Dataföreningen, 2005) and met with great interest. This paper is based on that comparison, but is further developed to cover the reference model AMFS/pm3. The reason for this is that we discovered that the question at issue was interesting for several organizations in TeliaSoneras situation. We have chosen to write this report so that those interested in the comparison can get access to our results.

The purpose of this paper is to analyze how the frameworks AMFS/pm3 and ITIL are related to each other. The question we want to answer is Can AMFS/pm3 and ITIL be regarded as complementary or competitors in the aim to manage system maintenance?

The analysis parameters that are used are maintenance activities, maintenance objects, roles and decision-making groups (including control mechanisms).

Place, publisher, year, edition, pages
Stockholm: På AB, Stockholm , 2007. , p. 16
Series
På-syn ; 002B
Keyword [en]
Maintenance management, ITIL, IT-service management
National Category
Information Systems
Identifiers
URN: urn:nbn:se:liu:diva-143838OAI: oai:DiVA.org:liu-143838DiVA, id: diva2:1168291
Note

The report is also available in swedish, Affärsmässig Förvaltningsstyrning och ITIL (ITSM) - en jämförande analys. 

Available from: 2017-12-20 Created: 2017-12-20 Last updated: 2018-01-13Bibliographically approved

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CiteExportLink to record
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