Supersedes "IT infrastructure practices in small IT units" (1995, ISBN 0113306741).

The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.

This open access book presents an overview and step-by-step explanation of process management. It starts with the individual participants’ perspectives on their work in a process and its structuring and harmonization, and then moves on to its specification in a model and how it is embedded in the organizational and IT environment of the company. Lastly, the book examines the joint processing of instances in the resulting socio-technical systems. A corresponding illustration, which expands with the overview, enables readers to gain a comprehensive understanding of business process management. The book presents various facets of business process management from the perspective of the participants, and introduces a selection of models that have proved useful in practice. The design of such models supports the transition from a more-or-less unstructured or unsatisfactory way of working to a structured process that corresponds to the ideas of the company and its customers. The book is intended for professionals in industry as well as students in the field of business information systems who are looking for guidelines on how to discover, create and implement real-world processes.

This book constitutes the refereed proceedings of the 4th International Conference on Soft Computing, Intelligent Systems, and Information Technology, ICSIIT 2015, held in Bali, Indonesia, in March 2015. The 34 revised full papers presented together with 19 short papers, one keynote and 2 invited talks were carefully reviewed and selected from 92 submissions. The papers cover a wide range of topics related to intelligence in the era of Big Data, such as fuzzy logic and control system; genetic algorithm and heuristic approaches; artificial intelligence and machine learning; similarity-based models; classification and clustering techniques; intelligent data processing; feature extraction; image recognition; visualization techniques; intelligent network; cloud and parallel computing; strategic planning; intelligent applications; and intelligent systems for enterprise, government and society.

This CIGRE green book begins by addressing the specification and provision of communication services in the context of operational applications for electrical power utilities, before subsequently providing guidelines on the deployment or transformation of networks to deliver these specific communication services. Lastly, it demonstrates how these networks and their services can be monitored, operated, and maintained to ensure that the requisite high level of service quality is consistently achieved.

Information technology is at the center of modern life. It supports most day-to-day activities: talking on the phone, getting money from an ATM, or working in the office. Whether for work, commerce, or fun, we interact with computers, networks, and databases — all sorts of information technology. How does it work? Certainly, technological advances helped create this world. But what keeps it running? The answer is people. These people — computer system administrators — are the unsung heroes of the modern age. This book, ten years in the making, is the result. It tells the story of system administration through the narratives of real system administrators. It documents dynamic systems of people and machines, of specialists working together to tame hugely complex information technology infrastructures, developing and adapting their own tools and practices over time to create productive work environments. The authors hope Taming Information Technology will lead the way to a future in which the important work of these IT workers is better appreciated, better understood, and better supported.