Abstract: In a dynamic market of Information Technology (IT) Service and with high quality demands and high performance requirements in decreasing costs, it is imperative that IT companies invest organizational effort in order to increase the effectiveness of their Information Technology Service Management (ITSM) processes through the improvement of ITSM project management and through solid support to the strategic decision-making process of IT directors. In this article, the author presents an analysis of common issues of IT companies around the world, with strategic needs of information unmet that provoke their ITSM processes and projects management that do not achieve the effectiveness and efficiency expected of their results. In response to the issues raised, the author proposes a framework consisting of an innovative theoretical framework model of ITSM management and a technological solution aligned to the Information Technology Infrastructure Library (ITIL) good practices guidance and ISO/IEC 20000-1 requirements. The article describes a research that proves the proposed framework is able to integrate, manage and coordinate in a holistic way, measurable and auditable, all ITSM processes and projects of IT organization and utilize the effectiveness assessment achieved for their strategic decision-making process increasing the process maturity level and improving the capacity of an efficient management.
Abstract: Because of the increasing business pressures, companies must be adaptable and flexible in order to withstand them. Inadequate business processes and low level of business process orientation, that in its core accentuates business processes as opposed to business functions and focuses on process performance and customer satisfaction, hider the ability to adapt to changing environment. It has been shown in previous studies that the companies which have reached higher business process maturity level consistently outperform those that have not reached them. The aim of this paper is to provide a basic understanding of business process orientation concept and business process maturity model. Besides that the paper presents the state of business process orientation in Croatia that has been captured with a study conducted in 2013. Based on the results some practical implications and guidelines for managers are given.
Abstract: MABENA model is a complementary model in
comparison with traditional models such as HCMS, CMS and etc.
New factors, which have effects on preparation of strategic plans and
their sequential order in MABENA model is the platform of
presented road map in this paper.Study review shows, factors such as
emerging new critical success factors for strategic planning,
improvement of international strategic models, increasing the
maturity of companies and emerging new needs leading to design a
new model which can be responsible for new critical factors and
solve the limitations of previous strategic management models.
Preparation of strategic planning need more factors than introduced
in traditional models. The needed factors includes determining future
Critical Success Factors and competencies, defining key processes,
determining the maturity of the processes, considering all aspects of
the external environment etc. Description of aforementioned
requirements, the outcomes and their order is developing and
presenting the MABENA model-s road map in this paper. This study
presents a road map for strategic planning of the Iranian