Affiliated Organization

Proceedings of SIGSVC Workshop


International IT Service Management models (CMMI-SVC, MOF-4, and ITUP) and de facto or dejure standards (ITIL v3, ISO 20000-4) include a Service Design process as part of theirmandatory set of processes. Nevertheless such availability of processes, their used nomenclature,their phase-activity structure, and their granularity level used for their descriptions, are nonstandardized.Additionally, there are few - if any -comparative studies in Service Designprocesses. Consequently, ITSM academics are faced with a useful but disparate and disperseliterature, and ITSM professionals lack of practical insights regarding comparativecharacteristics of such Service Design processes. In this research, we address such real andacademic problematic, and develop a conceptual comparative study of Service Design processesof five relevant ITSM models and standards. Thus, we report a substantial description of eachone, and report an initial comparative scheme based in the criteria of clarity, completeness andbalance for assessing an overall value of each model or standard. Our findings suggest that ITSMmodels (MOF-4, ITUP and CMMI-SV) provide more informational value than ITSM standards(ITIL v3, ISO 20000-4). We conclude with the need to elaborate an integrative Service Designprocess which contains the minimal set of expected phases, activities, artifacts and roles using acommon nomenclature.