Using the Viable System Model to Study IT Governance Dynamics: Evidence from a Single Case Study
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Quality Management in Service Desk How Does Service Desk Managers Define and Measure Quality
Quality Management in Service Desk How Does Service Desk Managers Define and Measure Quality Maiju Hjelt1 and Nestori Syynimaa1,2,3 1Faculty of Information Technology, University of Jyväskylä, Jyväskylä, Finland 2Gerenios Ltd, Tampere, Finland 3Sovelto Plc, Helsinki, Finland Keywords: IT Service Management, ITIL, Quality, Quality Management, Measurement. Abstract: Many public and private sector organisations are depending on IT services provided by external service providers. The quality of the service affects the customer satisfaction and consequently the customer behaviour. The concept of quality has many meanings in the literature. In this paper, we study how service desk managers perceive the concept of quality and how to manage it in an organisation which has adopted ITIL. Our findings indicate that the quality is seen only in terms of how the agreed service levels are achieved. This view excludes the quality of the processes used to deliver IT services. Quality measurements are reflecting the perception of the concept of quality. 1 INTRODUCTION The purpose of this paper is to study how service desk managers perceive the concept of quality and how Public and private sector organisations are currently they manage it in an organisation which has adopted depending more and more on information technology ITIL. (IT). Currently, many IT needs are delivered and consumed in the form of services. Some of these IT services are acquired from external suppliers for 2 IT SERVICE MANAGEMENT various reasons, such as the lack of required IT-skills and knowledge, low-risk attitude, and costs IT service can be defined as a means of delivering associated with the ownership of IT service. -
Collective Purchasing of Food for Federal School Nutrition Programs
FEEDING AMERICA’S SCHOOLCHILDREN Collective Purchasing of Food for Federal School Nutrition Programs Federal school nutrition programs are increasingly seen as a critical component in national efforts to reduce childhood obesity. At the same time, school officials are faced with a complex system of legal requirements and practical challenges to getting nutritious food on children’s trays. Collective purchasing can be an effective tool through which individual schools can leverage their purchasing power with other schools to lower prices and streamline the contracting, purchasing, processing, and distribution of food served as part of federal school nutrition programs. This fact sheet provides an overview of collective purchasing approaches used by schools in the operation of federal school nutrition programs.* How Do School Food Authorities Purchase Food for School Nutrition Programs? SCHOOL FOOD AUTHORITY School food authorities (SFAs) purchase food or A school food authority (SFA) is the governing body services for school nutrition programs through direct responsible for the administration of federal school or collective purchasing. nutrition programs in one or more schools. A school food authority has the legal authority to operate the Direct purchasing is a method through which SFAs federal school nutrition program. contract directly with food suppliers (i.e., without the help of collective purchasing agreements or food Sources: 7 C.F.R. §§ 210.2, 215.2, 220.2, 225.2 service management companies). These suppliers (2012); 42 U.S.C. 1761(a)(8) (2006); 77 Fed. Reg.10992 could be local, regional, or national companies or (Feb. 24, 2012) (to be codified at 7 C.F.R. -
Maintaining Quality of Service Based on ITIL-Based IT Service Management
Maintaining Quality of Service Based on ITIL-Based IT Service Management V Koji Ishibashi (Manuscript received January 18, 2007) Interest in the IT Infrastructure Library (ITIL) of system management best practices has increased in recent years, and corporations are starting to incorporate ITIL in their IT systems. To help with this incorporation, Fujitsu provides the Systemwalker product group, which supports ITIL-based IT service management. ITIL contains many kinds of management processes. In this paper, we focus on the service deliv- ery area, which includes capacity, availability, and service level managements, and discuss the functions provided by Systemwalker Service Quality Coordinator (SSQC) and Systemwalker Availability View (SAView) from the ITIL perspective. An overview of the architecture used to implement these functions is also included. 1. Introduction functions and has been widely accepted in the The IT service management processes of the Japanese IT market. IT Infrastructure Library (ITIL)1) arise from the SAView is a new product that was launched following two core areas: in 2006 and provides visualization of business 1) Service support: Processes related to the service availability. daily operation and support of an IT service SSQC and SAView can be positioned as 2) Service delivery: Long-term planning and products that play a supporting role in imple- improvement processes related to IT service menting the following management processes provision that fall under the ITIL service delivery core In this paper, we mainly discuss the service area: delivery part of these two core areas, which con- 1) Capacity management tains the processes used to maintain the high 2) Availability management quality of the services provided by an IT system. -
1 System Viability of Organizations and The
SYSTEM VIABILITY OF ORGANIZATIONS AND THE AETIOLOGY OF ORGANIZATIONAL CRISIS A Quantitative Assessment of Stafford Beer’s Viable System Model SYSTEMISCHE LEVENSVATBAARHEID VAN ORGANISATIES EN DE ETIOLOGIE VAN ORGANISATIE CRISES Een kwantitatieve toets van Stafford Beers 'Viable System Model' (met een samenvatting in het Nederlands) Proefschrift ter verkrijging van de graad van doctor aan de Universiteit Utrecht op gezag van de rector magnificus, prof.dr. G.J. van der Zwaan, ingevolge het besluit van het college voor promoties in het openbaar te verdedigen op maandag 20 november 2017 des ochtends te 10.30 uur door Michael Dominik PFIFFNER geboren op 9 oktober 1963 te Zürich, Zwitserland 1 Promotoren: Prof. dr. S.G.L. Schruijer Prof. dr. J.P.P.E.F. Boselie 2 3 Committee: Prof. dr. M. van Bottenburg Prof. dr. A.J. Meijer Prof. dr. E.F. Loos Prof. dr. P. Curşeu Prof. dr. A. Wierdsma 4 5 1 Abstract 1.1 Abstract in English Michael Dominik Pfiffner System Viability of Organizations and the Aetiology of Organizational Crisis A Test of Stafford Beer’s Viable System Model and a Quantitative As- sessment of the System Viability of Organizations for the Understanding and Pre-Emption of Organizational Crisis Keywords: System Viability, Organizational Crisis, Failure, Manage- ment Cybernetics, Early Recognition, Prevention, VSM Subject of this dissertation is the aetiology of crisis processes which place organizations under existential threats and which often cause organiza- tional demise and bankruptcy. To date, research on organizational crises (OC) has not succeeded in identifying the generic grounds for these detri- mental processes in organizations. Instead, by referring to the complexity and to the assumed multi-causality of the phenomenon, research has contin- ued to provide only either general observations or deep singular analyses of often prominent crisis cases, which provide no generalizable insights. -
Reaching New Heights in Service Management
Reaching new heights in service management Deloitte and ServiceNow Reach new heights in serviceGLOBAL SYSTEMSmanagement INTEGRATOR PARTNER1 Contents The rise of service management....................................2 Deloitte and ServiceNow offerings ........................... ....3 Why us? ....................................................................... 4 ServiceNow – HR Automation Tool. ........................... ...6 ServiceNow – Mobile Ordering Application. ............... ..8 ServiceNow – Global Events Management Application ........................................... 10 Reach new heights in service management 2 The rise of service management Deloitte and ServiceNow offerings When it comes to service management, business leaders continue to We can provide you with the full breadth of ServiceNow offerings, face three primary challenges: meeting spiraling customer demands, from strategy to implementation and managed services: managing rising complexity in their service delivery models and working with increasingly constrained budgets. Strategize and plan • ServiceNow Readiness Assessment In light of these realities, organizations that want to deliver an • ServiceNow Strategy & Roadmap exceptional client experience are coming to realize that their service • ServiceNow Service Management Operational Framework management capacity needs to evolve. For many organizations, this means equipping themselves with tools that enable them Design and develop to seamlessly deliver services, while reaching new heights in • ServiceNow Implementation -
Viable System Model As a Framework for Understanding
The Viable System Model as a Framework for Understanding Organizations by Raúl Espejo and Antonia Gill Introducing the Model The Viable System Model (VSM) is not a new idea. Created by Stafford Beer over twenty years ago, it has been used extensively as a conceptual tool for understanding organizations, redesigning them (where appropriate) and supporting the management of change. Despite its successful application within numerous private and public sector organizations, however, the VSM is not yet widely known among the general management population. There are two main reasons for this. Firstly, the ideas behind the model are not intuitively easy to grasp; secondly, they run counter to the great legacy of thinking about organizations dating from the Industrial Revolution - a legacy that is only now starting to be questioned. To deal with the second point in more detail, organizations have been viewed traditionally as hierarchical institutions that operate according to a top-down command structure: strategic plans are formulated at the top and implemented by a cascade of instructions through the tiered ranks. It is now widely acknowledged that this modus operandi is too slow and inflexible to cope with the increasing rate of change and complexity surrounding most organizations. Technology developments have helped to usher in a new concept of a flatter, networked-type organization with a wider distribution of data to reach all those who actually perform the work - in real time. The ground is now fertile for viewing the organization in a new light. However, there is also much confusion about the nature of this new-style organization. -
Detangling the Wicked Problem of Modern Crime
WEBS OF DECEIT: DETANGLING THE WICKED PROBLEM OF MODERN CRIME drhgfdjhngngfmhgmghmghjmghfmf For: 2016 Fram Applied Critical Thinking Speaker Series PAMELA J. SYDELKO DIRECTOR: SYSTEMS SCIENCE CENTER GLOBAL SECURITY SCIENCES DIVISION ARGONNE NATIONAL LABORATORY Pamela J. Sydelko Education PhD M.S. in Soil B.S. in Botany MBA Candidate Science Systems North Dakota Skills Science University University the State Something aboutUniversity me that of you should know of Illinois of Chicago University Hull, UK 1982 1984 2004 Present Experience Environmental Spatial GIS Integrated Executive Systems Science Modeling M&S Management Science the zero 1985 1988 1994 2003 2004 2014 U.S. Army Argonne Construction National Engineering Laboratory Research Laboratory 2 WHAT IS A SYSTEM? EVOLUTION OF SYSTEMS THINKING Systems HARD AND SOFT SYSTEMS THINKING Thinking CRITICAL SYSTEMS THINKING (CST) RadialSYSTEMIC List INTERVENTION-SmartArt This is example for a subtitle WHAT IS A WICKED PROBLEM? Wicked Problems PROPERTIES OF WICKED PROBLEMS COMPLICATED VS WICKED PROBLEM? Brainstorm OUTLINE The Inter- STOVE-PIPED GOVERNMENT agency GOVERNMENT CZARS AND TASK FORCES Proposal PARTICIPATORY SYSTEMIC PROBLEM STRUCTURING Crime at ANTICIPATORY SYSTEMS the Urban Edge SYSTEMIC ORGANIZATIONAL DESIGN EVALUATION OF METHODS AND PROCESS 3 4 WHAT IS A SYSTEM? . A System is a set of interacting or interdependent components forming an integrated whole and serving a common purpose 5 FOUNDATIONS OF SYSTEMS THINKING? "Modern science is characterized by its ever-increasing specialization, necessitated by the enormous amount of data, the complexity of Ludwig von Bertalanffy techniques and of Systems thinking has theoretical structures “There appear to exist roots in the General within every field. Thus general system laws which apply to any Systems Theory that science is split into was advanced by system of a particular Ludwig von innumerable type, irrespective of the Bertalanffy in disciplines continually particular properties of the1940’s. -
Viable System Model
Viable System Model Jolene Hurtubise Omar Khattab Background Stafford Beer ● Operational Researcher and Cybernetician ● Head of the Department of Operational Research and Cybernetics for United Steel ● Founder of Management Cybernetics ○ “The science of effective organization” ● Author of Brain of the Firm and The Heart of the https://squiretothegiants.files.wordpress.com/20 Enterprise 15/12/stafford-beer.jpeg ● Magnificent beerd! History ● Developed in 1950s ❖ Tool for dealing with organizational structure issues ● Idea of viable systems originated from the human body ❖ Neuro-physiological terminology ❖ Organisation is a neural network that co-evolves with the environment ● Model presented in graphic representations The 4 M’s http://cdn.onlinewebfonts.c http://cdn.onlinewebfo https://www.shareicon.net/t https://cdn4.iconfinder.com/dat om/svg/img_453915.png nts.com/svg/img_895 ag/machinery?p=3 a/icons/aiga-symbol- 75.png signs/441/aiga_cashier- 512.png Purpose of the Viable System Model ● Develop viability based on universal invariances ● Meta-language facilitating autonomy in social groups ● Encourage self-transformation in organizations ● Sustainability in businesses and communities ○ Ability to learn, adapt and evolve http://solutionslab.io/academy/wp- content/uploads/sites/4/2016/05/Complexity-science-course.png Variety A way to measure complexity. “The number of possible states of a system.” What is a Viable system / viable system model? https://ih0.redbubble.net/image.387863594.5073/flat,800x800,075,f.jpg Main elements of an organisational -
An IT Service Management Literature Review: Challenges, Benefits, 1
information Review An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices João Serrano 1, João Faustino 1,*, Daniel Adriano 1,Rúben Pereira 1 and Miguel Mira da Silva 2 1 Department of Information Science and Technology, Instituto Universitário de Lisboa (ISCTE-IUL), 1649-026 Lisboa, Portugal; [email protected] (J.S.); [email protected] (D.A.); [email protected] (R.P.) 2 Instituto Superior Técnico, University of Lisbon, 1049-001 Lisboa, Portugal; [email protected] * Correspondence: [email protected] Abstract: Information technology (IT) service management is considered a collection of frameworks that support organizations managing services. The implementation of these kinds of frameworks is constantly increasing in the IT service provider domain. The main objective is to define and manage IT services through its life cycle. However, from observing the literature, scarcely any research exists describing the main concepts of ITSM. Many organizations still struggle in several contexts in this domain, mainly during implementation. This research aims to develop a reference study detailing the main concepts related with ITSM. Thus, a systematic literature review is performed. In total, 47 articles were selected from top journals and conferences. The benefits, challenges, opportunities, and practices for ITSM implementation were extracted, critically analysed, and then discussed. Keywords: IT service management; systematic literature review; benefits; challenges; opportunities; implementation practices Citation: Serrano, J.; Faustino, J.; Adriano, D.; Pereira, R.; da Silva, M.M. An IT Service Management Literature Review: Challenges, Benefits, 1. Introduction Opportunities and Implementation Nowadays, for most companies, information technology (IT) is one of the most im- Practices. -
Building a Decentralized Global Political Economy
A SYSTEM THAT WORKS: BUILDING A DECENTRALIZED GLOBAL POLITICAL ECONOMY USING THE VIABLE SYSTEM MODEL Jon Li Institute for Public Science & Art 1075 Olive Drive #4, Davis CA USA, 530-753-0352, [email protected] ABSTRACT A political economy that enhances personal freedom requires effective but limited regulation. The Viable System Model by Stafford Beer offers a way to analyze an organization’s communication problems, maximize resource use, minimize waste, and adapt to a changing environment by clarifying what to regulate. Jon Walker’s “VSM Quick Guide” and Allenna Leonard’s “Personal VSM” ground the reader. VSM is applied to a community of 65,000 people in Davis, California, USA, in a way that could be used in other places around the world, to help identify strategies to better meet human needs, enhance the local economy, reduce environmental damage, and encourage natural healing processes. Given the recursive nature of the VSM, this method could be used at every level from person to family/neighborhood/village/community/ district/ region/ state/nation/continent/planet, emphasizing the system in focus. “National Government: disseminated regulation in real time, or ‘How to run a country’” by Stafford Beer describes how to construct “quantified flow charts” to identify which statistics to measure daily as regulation at a particular level of recursion. REDEFINING THE SOCIAL CONTRACT When someone says “bureaucracy,” you probably think – delay, confusion, even obstruction. What if we could eliminate MOST of the organizational confusion – just disappear it – along with half the bureaucracy itself? THAT is the claim of this paper: A 1950s British scientific discovery that precipitates a complete revolution in social science as we know it. -
A Viable System Model for Product-Driven Systems Carlos Herrera, André Thomas, Sana Belmokhtar, Rémi Pannequin
A viable system model for product-driven systems Carlos Herrera, André Thomas, Sana Belmokhtar, Rémi Pannequin To cite this version: Carlos Herrera, André Thomas, Sana Belmokhtar, Rémi Pannequin. A viable system model for product-driven systems. International Conference on Industrial Engineering and Systems Manage- ment, IESM 2011, May 2011, Metz, France. pp.CDROM. hal-00607682 HAL Id: hal-00607682 https://hal.archives-ouvertes.fr/hal-00607682 Submitted on 10 Jul 2011 HAL is a multi-disciplinary open access L’archive ouverte pluridisciplinaire HAL, est archive for the deposit and dissemination of sci- destinée au dépôt et à la diffusion de documents entific research documents, whether they are pub- scientifiques de niveau recherche, publiés ou non, lished or not. The documents may come from émanant des établissements d’enseignement et de teaching and research institutions in France or recherche français ou étrangers, des laboratoires abroad, or from public or private research centers. publics ou privés. International Conference on Industrial Engineering and Systems Management IESM’2011 May 25 - May 27 METZ - FRANCE ⋆ A Viable System Model for Product-Driven Systems Carlos HERRERA a, Andr´eTHOMAS a, Sana BELMOKHTAR a, R´emi PANNEQUIN a a Centre de Recherche en Automatique de Nancy (CRAN), Nancy Universit´e, CNRS Campus Science, Vandœuvre, France. Abstract This paper describes a modeling approach for product-driven systems based on the Viable System Model (VSM). A general VSM description is presented, highlighting the pertinence of this approach for modeling intelligent product systems, specifically when a compromise between control and autonomy is aimed. An application is also provided for modeling a hybrid centralized/distributed production planning and control system. -
The Viable System Model
Organization: Viable Systems Model The Viable System Model Trevor Hilder Cavendish Software Ltd. (Presentation v1.03 12-Jun-1995) © Cavendish Software Ltd. 1995, portions © Stafford Beer 1985 This presentation provides a brief introduction to Stafford Beer’s Viable System Model (VSM). Stafford Beer is one of the leading figures in the science of cybernetics, which concerns itself with the underlying laws which govern how organisms, machines and organizations maintain their identity, and fulfill their purposes within their environment. Cybernetics claims that there are underlying laws which apply equally to the manner in which the nervous system of an animal maintains control over its actions, to the way in which a species maintains itself within its ecosystem, and to how a corporation maintains its existence in its marketplace. The VSM provides a notation which can be applied by non- mathematicians to help them understand and apply these general laws. © Cavendish Software Ltd. 1995, portions © Stafford Beer 1985 1 Organization: Viable Systems Model Objective nTo provide a brief introduction to Stafford Beer’s Viable System Model uIts purpose uHow it can be used © Cavendish Software Ltd. 1995, portions © Stafford Beer 1985 Stafford Beer developed the VSM over a period of over thirty years as an aid to the practical process of diagnosing problems in human organizations, and helping to improve their functioning. Stafford believes that effective organizations should maximize the freedom of their participants, within the practical constraints of the requirement for those organizations to fulfill their purpose. He believes that the science of cybernetics can be used to design organizations which fulfill these objectives.