Integrating Enterprise Architecture and IT Service Management
The increased adoption of IT by all organizations has led to more complex IT infrastructures, enforcing the need for guidelines that will allow the alignment and management between an organization’s architectures. To answer this need, different frameworks
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Abstract The increased adoption of IT by all organizations has led to more complex IT infrastructures, enforcing the need for guidelines that will allow the alignment and management between an organization’s architectures. To answer this need, different frameworks in the IT Governance area have been proposed, namely the widely adopted IT Service Management framework (ITIL) as well as different frameworks following Enterprise Architecture principles. In a time when rationalization is necessary and convergence and aggregation are motto, maintaining these two approaches, which may in fact overlap in some points, is an inefficient waste of resources. In literature review and framework research, we noticed few scientific references regarding integration, which increases the theme’s relevance. Considering that both these domains are complementary, this paper pro-poses the integration between ITIL and Enterprise Architecture principles, with Services as the integration key point.
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Introduction
Information technology (IT) plays a fundamental role in organizations. The more important the role of IT, the more complex the IT infrastructure and the harder it is to manage. The growing demand on IT leads to the improvement of key concepts related to IT governance, in particular the ones connected to IT alignment with strategic objectives and cost reduction initiatives. For many years now, different efforts have been made related to IT governance; however, results are far from what was expected, and the gap between IT and the results expected by the organizations’ objectives leads to an increasing interest in alignment efforts and related frameworks. From these initiatives, two main
N. Gama (*) • P. Sousa • M.M. da Silva Dep. Eng. Informática, Instituto Superior Técnico, Av. Rovisco Pais,1, Lisbon, Portugal e-mail: [email protected]; [email protected] H. Linger et al. (eds.), Building Sustainable Information Systems: Proceedings 153 of the 2012 International Conference on Information Systems Development, DOI 10.1007/978-1-4614-7540-8_12, © Springer Science+Business Media New York 2013
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approaches have had major relevance: Enterprise Architecture (EA) and IT service management (ITSM). EA summarizes the relevant components in an organization, how they are related, and how they fit and work together in different architectures and with different views [1, 2]. ITSM is a reference model with an integrated approach to effectively and efficiently deliver IT services, providing a better IT alignment with organizations’ needs [3–5], with cost and risk reduction [6]. From ITSM area we have frameworks related to IT governance, like ITIL, COBIT, and CMMI for services, just to name a few. From these, ITIL has become ITSM standard, currently the most widely accepted framework for managing IT services in the world [6–9]. As a result, this study will pay closer attention to EA and ITIL. Today, there is no fully complete framework that can be used as a comprehensive off-the-shelf IT governance framework to ensure t
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