Title: Service Support in IT Governance, IT Management and Enterprise Architecture Context

Year of Publication: March - 2014
Page Numbers: 166-172
Authors: Antti Lahtela, Virpi Hotti, Harri Salomaa
Conference Name: The Fourth International Conference on Digital Information Processing and Communications (ICDIPC2014)
- Malaysia

Abstract:


IT decision making is supported by the different kind of frameworks for IT governance, IT management and enterprise architecture. Two main governance principles, conformance and performance, can be established when the service has reached the status of a continuous service and service requests are managed (for example, services are supported). However, the context of service support is unestablished. Therefore, we present a conceptual context of service support by establishing how two main governance principles (conformance, performance) can be assigned with the governance entities (service, objective, service quality, measure, and contract). Furthermore, we present a service support framework because our literature review (212 hits, 20 appraised hits) did not get any clear evidences from service support in the IT governance, IT management and enterprise architecture context.