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This chapter focuses on IT transformation in diverse serviceService environmentsEnvironment, their common tradeoffs being high competitiveness, rapid dynamics, and processes concurrency. In the above landscapes, process complexity, tightly coupled with multi-dimensional diversity, is the primary crisisCrisis source. This chapter presents the agileAgile way of IT transformation based on the PlanPlan-Do-Check-Adjust lifecycle. Other ingredients elaborating this high-level pattern include ITILIT Infrastructure Library (ITIL) and ITSMIT Service Management (ITSM) process frameworks, the BPMN, UMLUnified Modeling Language (UML), and IDEF standards, and the supporting Draw.io toolkit. The above pattern was applied to produce process optimizationOptimization patterns, for serviceService management organizations to meet the new challenging conditions of fully digital IT servicesService. The optimizationOptimization pattern suggested essentially reduces servicing time and promotes customer satisfaction.

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Supporting the Digital: IT Process Improvement for Service Company

  • 章节

  • 发表日期：

    2025年

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  • Sergey V. Zykov

摘要

This chapter focuses on IT transformation in diverse serviceService environmentsEnvironment, their common tradeoffs being high competitiveness, rapid dynamics, and processes concurrency. In the above landscapes, process complexity, tightly coupled with multi-dimensional diversity, is the primary crisisCrisis source. This chapter presents the agileAgile way of IT transformation based on the PlanPlan-Do-Check-Adjust lifecycle. Other ingredients elaborating this high-level pattern include ITILIT Infrastructure Library (ITIL) and ITSMIT Service Management (ITSM) process frameworks, the BPMN, UMLUnified Modeling Language (UML), and IDEF standards, and the supporting Draw.io toolkit. The above pattern was applied to produce process optimizationOptimization patterns, for serviceService management organizations to meet the new challenging conditions of fully digital IT servicesService. The optimizationOptimization pattern suggested essentially reduces servicing time and promotes customer satisfaction.