an integrated service architecture framework...
TRANSCRIPT
AN INTEGRATED SERVICE ARCHITECTURE FRAMEWORK FOR
INFORMATION TECHNOLOGY SERVICE MANAGEMENT AND
ENTERPRISE ARCHITECTURE
AKBAR NABIOLLAHI NAJAFABADI
UNIVERSITI TEKNOLOGI MALAYSIA
AN INTEGRATED SERVICE ARCHITECTURE FRAMEWORK FOR
INFORMATION TECHNOLOGY SERVICE MANAGEMENT AND
ENTERPRISE ARCHITECTURE
AKBAR NABIOLLAHI NAJAFABADI
A thesis submitted in fulfilment of the
requirements for the award of the degree of
Doctor of Philosophy (Computer Science)
Faculty of Computer Science and Information Systems
Universiti Teknologi Malaysia
AUGUST 2012
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Dedicated to:
My devoted and supportive wife,
Dr Zahra Jalalipour
And my beloved children,
Mohammad Mahdi and Alireza
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ACKNOWLEDGEMENTS
All praises to Almighty Allah, the Most Merciful and the Most Benevolent
for granting me the strength and courage to persevere throughout this laborious
process to achieve my goal. This thesis would not have completed without the direct
and indirect help extended to me by the various parties who warrant special mention.
In particular, I wish to express my sincere appreciation to my supervisor,
Professor Dr. Rose Alinda Alias for encouragement, guidance and valuable critiques.
I am also thankful to Professor Dr. Shamsul Sahibuddin for his brilliant ideas and
advice. Without their continued support and interest, this thesis would not have been
the same as the one presented here.
Furthermore, I extend my gratitude to my wife, Dr Zahra Jalalipour for her
patience, understanding, moral, emotional and financial support. My sincere
appreciation also goes to my mother, mother-in-law and father-in-law for their
continuous prayers, supports and patience.
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ABSTRACT
Today, IT service providers are faced with the demands and challenges in implementation of different IT frameworks/standards in the same organization, which are intended to align business and IT investments to provide IT governance. This requirement has gained more attention in IT Service Management (ITSM), Enterprise Architecture (EA), Service Oriented Architecture (SOA) and Services Computing (SC) due to embracing the service oriented concepts. There are some evidences and motivations on integration of IT Service Management (ITSM) and Enterprise Architecture (EA) in academia and industry. Very few efforts have been done to define a relationship between ITSM and EA based on ITIL V2. The ITIL V3 and its new 2011 edition, offered an IT service lifecycle recommending on using EA in ITSM. The efforts for development of Service Oriented EA (SOEA) also support the idea of integration. This research has developed a research roadmap to propose a service based framework for this integration. The integration of ITIL V3 and EA has been launched by identification of Service Architecture Requirements (SARs) to develop a model for service architecture supporting ITSM. The research adapted case study strategy, design science research and Delphi expert panel survey. Exploration of five case studies in Iran and Malaysia investigated service architecture requirements of ITSM/ITIL and Success Criteria in Integration (SCI) of ITSM/ITIL and EA. Then, the proposed framework was established on common goals and architectures of EA and ITSM frameworks such as IT and business alignment, information sharing, application architecture, data architecture and technology architecture. Service architecture model was designed based on service architecture requirements. Subsequently, a service-based solution referred as Integrated Service Architecture Framework (ISAF), has been developed to resolve the research problem. Twenty experts were nominated using snowball sampling to participate in Delphi study. The proposed framework has been refined and matured through a three round Delphi process. This process also has ensured that the refined framework is capable of satisfying different aspects of the integration surrounding service architecture model.
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ABSTRAK
Kini pembekal perkhidmatan teknologi maklumat (IT) berdepan dengan permintaan dan cabaran dalam melaksanakan pelbagai rangka kerja/piawaian di sesebuah organisasi untuk menjajarkan pelaburan perniagaan dan IT serta menyediakan pentadbiran pengurusan IT. Keperluan ini mendapat lebih perhatian dalam Pengurusan Perkhidmatan IT (PPIT/ITSM), Seni Bina Enterprais (SBE/EA), Seni Bina Berorientasikan Perkhidmatan (SBBP/SOA) dan Komputeran Perkhidmatan (KP/SC) disebabkan oleh penggunaan konsep berasaskan perkhidmatan. Terdapat beberapa bukti dan motivasi terhadap integrasi ITSM dan EA dalam bidang akedemik dan industri. Hanya segelintir kajian telah dilaksanakan untuk mendefinasikan kaitan antara ITSM dan EA berdasarkan ITIL V2. Manakala ITTL V3 dan edisi terbaru tahun 2011 menawarkan kitaran hayat perkhidmatan IT serta mengesyorkan penggunaan EA dalam ITSM. Kajian untuk pembangunan Seni Bina Enterprais Berorientasikan Perkhidmatan (SBEBP/SOEA) juga menyokong idea integrasi. Kajian ini telah mewujudkan sebuah pelan tindakan penyelidikan untuk menawarkan rangka kerja berasaskan perkhidmatan untuk integrasi ini. Integrasi ITIL V3 dan EA telah dilancarkan dengan pengenalan kepada Keperluan Seni Bina Perkhidmatan (KSBP/SARs) untuk membangunkan sesebuah model untuk seni bina perkhidmatan yang menyokong ITSM. Kajian ini disesuaikan dengan strategi kajian kes, penyelidikan reka bentuk sains dan kaji selidik Delphi panel pakar. Penerokaan lima kajian kes di Iran dan Malaysia menyiasat keperluan seni bina perkhidmatan untuk ITSM/ITIL dan Kriteria Kejayaan Dalam Integrasi (KKDI/SCI) bagi ITSM/ITIL dan EA. Rangka kerja yang dicadangkan diwujudkan matlamat berasaskan dan seni bina yang sama untuk rangka kerja EA dan ITSM, seperti penjajaran IT dan perniagaan, perkongsian berdasrkan maklumat, seni bina aplikasi, seni bina data dan seni bina teknologi. Model seni bina perkhidmatan telah direka berdasarkan keperluan seni bina perkhidmatan. Seterusnya penyelesaian berdasarkan perkhidmatan yang dirujuk sebagai Integrated Service Architecture Framework (ISAF), telah dibangunkan untuk menyelesaikan masalah penyelidikan yang berkaitan. Dua puluh orang pakar telah dikenalpasti menggunakan persampelan Snowball untuk menyertai kajian Delphi. Rangka kerja yang diutarakan telah ditapis melaluai tiga kitaran proses Delphi. Proses ini juga memastikan rangka kerja yang ditapis memenuhi beberapa aspek berbeza dalam integrasi sekitar model seni bina perkhidmatan.
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TABLE OF CONTENTS
CHAPTER TITLE PAGE
DECLARATION
DEDICATION
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ACKNOWLEDGEMENTS iv
ABSTRACT v
ABSTRAK vi
TABLE OF CONTENTS vii
LIST OF TABLES xiii
LIST OF FIGURES xvi
LIST OF ABBREVIATIONS xviii
LIST OF APPENDICES xx
1 INTRODUCTION 1
1.1 Introduction 1
1.2 Background of the Problem 1
1.3 Statement of the Problem 4
1.4 Research Questions 5
1.5 Objectives of the Study 5
1.6 Scope of the Study 6
1.7 Significance of the Study 6
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1.8 Organization of the Thesis 7
1.9 Summary 8
2 LITERATURE REVIEW 10
2.1 Introduction 10
2.2 Importance of Enteprise Architecture in IT Governance 13
2.3 Service Science, Management, and Engineering (SSME) 15
2.4 Services Computing and Service Architecture 15
2.5 ITSM Frameworks and Service Architecture 16
2.5.1 IT Infrastructure Library (ITIL) 17
2.5.2 ISO/IEC 20000 18
2.5.3 Microsoft Operations Framework (MOF) 18
2.5.4 CMMI for Services (CMMI-SVC) 19
2.6 ITIL Version 2 and Enterprise Architecture 20
2.6.1 Integration of ITIL V2 into EA 22
2.6.2 Relationship of TOGAF and ITIL V2 23
2.6.3 Integration of COBIT, TOGAF and ITIL V2 26
2.7 Enterprise Architecture Discipline 27
2.7.1 Enterprise Architecture Frameworks Taxonomy 29
2.8 Service Oriented Architecture (SOA) Reference Model 31
2.9 Relationship of SOA and Enterprise Architecture 32
2.9.1 Synergy of SOA and EA 33
2.9.2 Service Oriented EA 33
2.9.3 SOA Integration Model 34
2.10 ITIL Version 3 35
2.10.1 Comparison of ITIL V2 and ITIL V3 37
2.10.2 Service Design Stage in ITIL V3 41
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2.11 Service Architecture Issues in ITIL V3 43
2.11.1 Relationship of Service Design and EA 44
2.11.2 Architecture Requirements for IT Services 45
2.11.3 SOA and ITIL 46
2.12 Relationship of ITSM and EA in ITIL 2011 Update 46
2.13 The Solution: Integrated Service Architecture Framework (ISAF) 47
2.13.1 Service Architecture Requirements (SARs) 48
2.13.2 Primary Framework 49
2.13.3 Framework Terminology 52
2.13.4 Framework Comparison 53
2.14 Summary 55
3 RESEARCH METHODOLOGY 56
3.1 Introduction 56
3.2 Research Methodology 56
3.3 Research Design 59
3.4 Research Phase One: Literature Review 62
3.5 Research Phase Two: Research Design 63
3.5.1 Research Process Model 64
3.5.2 Data Analysis Approaches 66
3.5.3 Adopted Research Strategies 67
3.6 Research Phase Three: Exploratory Study 68
3.6.1 Multiple Case Study Approach 69
3.6.2 Case Study Design 70
3.6.3 Case Study Selection 71
3.6.4 Case Study Data Collection Methods 73
3.6.5 Case Study Analysis Method and Tools 74
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3.7 Research Phase Four: Design the Framework 77
3.7.1 Definition of model and framework concepts 78
3.7.2 Language and Software Tools for Framework Design 80
3.7.3 Adoption of Design Science Research Strategy 81
3.7.4 Design Science Research Activities 83
3.8 Research Phase Five: Evaluate the Framework 84
3.8.1 Delphi Method as an Expert Panel 85
3.8.2 Reliability and Validity of Delphi Method 88
3.8.3 Snowball Sampling for Experts’ Selection 90
3.8.4 Instrument Design for Evaluation 91
3.9 Summary 94
4 CASE STUDIES 95
4.1 Introduction 95
4.2 EA and ITSM in Iran 96
4.2.1 Case Study Selection in Iran 98
4.2.2 Case Study Data Collection Methods 100
4.2.3 A Shared IT Service Provider (Case Study A) 102
4.2.4 An External IT Service Provider (Case Study B) 109
4.2.5 A Shared Service Provider (Case Study C) 114
4.2.6 Case Study Report for Iran 116
4.3 EA and ITSM in Malaysia 117
4.3.1 Study of Two Cases in Malaysia 118
4.3.2 Case Study Data Collection Methods 118
4.3.3 A Shared IT Service Provider (Case Study D) 119
4.3.4 A Shared IT Service Provider (Case Study E) 122
4.3.5 Case Studies Report for Malaysia 124
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4.4 Summary of Case Studies 124
4.4.1 External IT Service Provider (One Case Study) 125
4.4.2 Shared IT Service Providers (Four Case Studies) 127
4.5 Refined Service Architecture Requirements (SARs) 129
4.6 Success criteria in Integration 130
4.7 New Perspective of ISAF Framework 132
4.8 Summary 134
5 INTEGRATED SERVICE ARCHITECTURE FRAMEWORK 135
5.1 Introduction 135
5.2 Service Architecture Baseline 136
5.3 Service Architecture Design 137
5.4 Service Architecture Model 138
5.5 Integration Process Flow (Integration lifecycle) 139
5.6 Service Architecture Management 141
5.7 Service Portfolio Management 142
5.8 Service Level Management 143
5.9 Service Knowledge Management (SKM) 144
5.10 Service Based Approaches for EA Planning 146
5.11 Role of Service Layer in Enterprise Architecture 147
5.12 Human Role in Integration 148
5.13 Information Sharing in Integration 149
5.14 Full Perspective of ISAF Framework 150
5.15 Summary 153
6 FRAMEWORK EVALUATION AND REFINEMENT 154
6.1 Introduction 154
6.2 Delphi Process in Three Rounds 154
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6.2.1 Validity of Delphi Instrument 158
6.3 Respondent Driven Sampling Using Snow Ball Technique 160
6.4 Qualification of Panelist 161
6.5 First Round Analysis and Report 163
6.6 Statistical Analysis on SAR factors in Second and Third Round 165
6.7 Statistical Analysis on SCI Factors in Second and Third Rounds 166
6.8 Survey Interpretation on Satisfaction Rate in SARs 168
6.9 Survey Interpretation on Satisfaction Rate in SCIs 170
6.10 Refinement of Service Architecture Model 173
6.11 Refinement of ISAF Framework 174
6.12 Reliability and Validity of the Results in the Delphi Process 178
6.13 Summary 179
7 CONCLUSION AND SUMMARY 181
7.1 Introduction 181
7.2 Research Summary 181
7.3 Research Objectives and Achievements 184
7.4 Discussion on the Research Questions 191
7.5 Research Contribution to IT Service Management 193
7.6 Research Contribution to Enterprise Architecture and SOA 194
7.7 Benefits of Collaboration of EA and ITSM Teams 194
7.8 Research Limitations and Future Work 196
REFERENCES 197
Appendices A-H 213-273
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LIST OF TABLES
TABLE NO.
TITILE PAGE
2.1 ITIL V2 publication framework and Processes 21
2.2 Comparison of ITIL V2 and ITIL V3 39
2.3 List of architecture requirements of IT services 48
2.4 Comparison of proposed framework (ISAF) with prior works
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3.1 Research Methodology for this study 60
3.2 Targets and milestones research stages 61
3.3 Operational framework for Literature Review (Phase 1) 62
3.4 Operational framework for Research Design (Phase 2) 63
3.5 Operational framework for Practical Study (Phase 3) 69
3.6 Selected case studies for this research 72
3.7 Initial Coding Frame (Template) for Deductive Analysis in This Research
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3.8 Template for ‘Thematic Chart for Single Case Analysis’ 77
3.9 Template for ‘Case Chart for Cross Case Analysis’ 77
3.10 Operational framework for proposing Integrated Framework (Phase 4)
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3.11 Outputs of Design Science Research 82
3.12 Operational framework for evaluation of proposed framework (Phase 5)
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3.13 Success Criteria for Enterprise Architecture (Roser et al., 2011)
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3.14 Microsoft Operations Framework (MOF) Assessment Model for ITSM
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4.1 Selected case studies from Iran 100
4.2 Adopted data collection methods for multiple case-study evidences
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4.3 Characteristics of Implemented Enterprise Architecture in CS-A
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4.4 The Findings in shared IT service provider (CS-A) 108
4.5 The Findings through interview, documents and observation in external IT service provider (CS-B)
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4.6 Findings based on documentations and observation in CS-B 113
4.7 Findings in shared IT services Provider (CS-C) 115
4.8 The findings in shared IT service provider (CS-D) 120
4.9 The findings in shared IT service provider (CS-E) 123
4.10 Selected case studies for this research 125
4.11 Report of findings in external IT Service Provider 126
4.12 General issues in shared IT service providers 127
4.13 Integration issues according to shared IT service provider cases
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4.14 Refined Service Architecture Requirements (SARs) of IT services
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4.15 Success Criteria in Development of ISAF Framework 131
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5.1 Three approaches of service-based EA planning 146
5.2 Similarities in EA and ITIL 149
5.3 Information sharing in EA and ITIL frameworks 149
6.1 Distribution of knowledge and expertise in the expert panel 162
6.2 Recommendation of the expert panel on model and the framework
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6.3 Kendall's Coefficients Concordance and P-value for SARs 165
6.4 Kendall's Coefficients Concordance and P-value for SCI 166
6.5 Data Analysis on Service Architecture Requirements 167
6.6 Data Analysis on Success Criteria in Integration 167
6.7 Delphi third round result on SARs and Interpretation on service architecture model
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6.8 Delphi third round result on SCI and Interpretation on ISAF framework
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7.1 Identified Service Architecture Requirements for ITSM 185
7.2 Identified Success Criteria in Integration of ITSM/ITIL and EA
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LIST OF FIGURES
FIGURE NO. TITLE PAGE
2.1 Literature map for this research 12
2.2 Importance of Enterprise Architecture in IT Governance (ITGI, 2005)
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2.3 MOF Service lifecycle model (MicroSoftCo., 2008) 19
2.4 ITIL V2 Publication Framework (OGC-V2-Intro, 2007) 20
2.5 Relationships of IT services and EA components (Braun and Winter, 2007)
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2.6 TOGAF and ITIL V2 (Thorn, 2007) 25
2.7 NIST reference model for Enterprise Architecture (NIST, 2010)
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2.8 The Open Group Service Oriented Integration Model 34
2.9 Service Lifecycle in ITIL V3 (OGC-V3-SD, 2007) 35
2.10 Primary Framework: Integrated Service Architecture Framework
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3.1 The Research Roadmap 58
3.2 Research paradigms and strategies in IS and Computing 65
3.3 Data Analysis Process Steps 75
3.4 Architecture framework concepts (ISO/IEC42010, 2007) 79
3.5 A Sample 3-Rounds Delphi Process (Skulmoski and Hartman, 2007)
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4.1 Federal Enterprise Architecture Framework (FEAF) 97
4.2 EA Project Phases and Activities (extracted from CS-A documents)
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4.3 EA Project Deliveries in CS-A (extracted from CS-A documents)
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4.4 ITSM Project Activities in CS-A (Extracted from Documents)
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4.5 New perspective of Integrated Service Architecture Framework (ISAF)
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5.1 Service Architecture Design 137
5.2 Service Architecture Model for ITSM/ITIL 139
5.3 Integration Process Flow 140
5.4 Relationships of Architectures 141
5.5 Relationships of Service and its components 143
5.6 Service Layer for Enterprise Architecture 147
5.7 Integrated Service Architecture Framework (ISAF) 152
6.1 Three Rounds Delphi Process Activities in This Research 156
6.2 Scatter Chart for Comparison of SAR Mean Values in 2nd and 3rd Round
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6.3 Scatter Chart for Comparison of SCI Mean Values in 2nd and 3rd Round
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6.2 Refined Service Architecture Model for ITSM/ITIL 175
6.3 Refined Integrated Service Architecture Framework (ISAF)
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7.1 Research Process in This Study 182
7.2 Service Architecture Model for ITSM/ITIL 187
7.3 Integrated Service Architecture Frameworks (ISAF) 190
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LIST OF ABBREVIATIONS
CMDB - Configuration Management Database
CS-A - Case Study A
CS-B - Case Study B
CS-C - Case Study C
CS-D - Case Study D
CS-E - Case Study E
EA - Enterprise Architecture
ISAF - Integrated Service Architecture Framework
ITIL - IT Infrastructure Library
ITSM - IT Service Management
itSMF - IT Service Management Forum
OGC - Office of Government Commerce
SAR - Service Architecture Requirement
SCI - Success Criteria in Integration
SD - Service Design
SLA - Service Level Agreement
SLM - Service Level Management
SLR - Service Level Requirement
SOA - Service Oriented Architecture
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SOE - Service Oriented Enterprise
SOI - Service Oriented Infrastructure
TOGAF - The Open Group Architecture Framework
MOF - Microsoft Operations Framework
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LIST OF APPENDICES
APPENDIX TITLE PAGE
A Case Study Selection Questionnaire 213
B Case study interview questions 230
C Case study protocol 235
D Case studies participants (Interviewed) 237
E1 Delphi Questionnaire – Round one 239
E2 Delphi Questionnaire – Round two 247
E3 Delphi Questionnaire – Round Three 256
F Demography of expert panel respondents 265
F Symbols of ArchiMate Language 270
H List of published papers 271
CHAPTER 1
1 INTRODUCTION
1.1 Introduction
In this chapter, an introduction to thesis is provided. First of all, the
background of the problem is described. After that, the problem statement, research
questions, research objectives, scope, and importance of the study are described
respectively.
1.2 Background of the Problem
Considering the fact that service innovations are intensively associated with
innovations, adoption and diffusion of ICT, there is a rich context for IS and
Management researchers on service design, service development, service delivery,
service management from social, managerial, technical, and organizational
perspectives. Business services are currently dependent on IT services which have
provided the organizations with tools and process of change for the last decades
(Galup et al., 2009). IT service management (ITSM) was established based on
modern international standards such as ISO/IEC 20000 and ITIL. In this area, there is
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a need for carrying out a research to investigate the social and economic outcomes
of ITSM as it relates to globalization of IT services (Galup et al., 2007). ITIL is an
important and influential centre of gravity in IT Service management (Betz, 2007).
Although ITIL V2 has been applied over the last ten years, its concern has been more
on Service Delivery and Service Support. It has been realized that there is gap with
respect to the strategy and design of service in this version (Baioco et al., 2009).
Therefore, in 2007, OGC released ITIL V3 to cover the whole lifecycle of service
including: Service strategy, Service Design, Service Transition, Service operation
and Continual Service Improvement (Bardhan et al., 2010). In this version, each
stage is supported by a publication, with which general guidelines on IT Service
Management are provided. However, it is necessary that the volumes be customized
and tailored in order to be used in practice (Lahtela et al., 2010).
Implementing the Service Design (SD) stage of ITIL V3 known as the
second phase of service lifecycle requires that the service provider consider different
aspects of service design including service solutions and technology architectures
(OGC-V3-SD, 2007). Besides, ensuring the consistency and integration of all IT
activities and processes, entails that a holistic approach should be adopted in service
design (Bardhan et al., 2010; OGC-V3-SS, 2007). In fact, in order to have an
effective and efficient design of any service product, a service architecture should be
developed, with which all pieces of information related to service including
application, information, data and infrastructures for any IT service are integrated
(Zhao et al., 2009).
Primarily, Enterprise Architecture (EA) has been introduced in the domain of
business and IT/IS planning, and is generally modelled as a four layer architecture,
namely, business architecture, data/information architecture, application architecture
and infrastructure architecture (NIST, 2010; Nurcan and Schmidt, 2009). Recently,
researchers and practitioners have attempted to incorporate service concepts in EA
planning (Aier et al., 2009; Haki and Forte, 2010). As can be seen, ITIL needs this
special architecture for design of IT services. However there is no specific solution
for service architecture in EA frameworks. In other words, there is a gap on how to
use EA in ITIL due to the current EA frameworks’ not being capable of supporting
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the service architecture. There has been also motivation on integration of these two
frameworks (i.e. ITIL and EA) with regard to their importance and common aspects
urging the efforts for integration of ITSM and EA.
The trend of service-oriented EA is also considered at foundation stage
appealing for the integration of EA and SOA (Chen et al., 2009). In fact, although
the core of an EA is capable of defining the architectural models of an enterprise to
meet requirements of future changes in an efficient and planned manner, SOA also
represents the potentiality to complement and improve EA from various perspectives
(Kistasamy et al., 2010). One of the main ideas of SOA is to bridge the gap between
the business layer and the application layer. Bridging the gap is implied as
facilitating the implementation of processes with IT as the reuse of the services is
fostered. Therefore, Considering the influence of SOA on the business process,
service and application layer , its integration into the ongoing EA will be beneficial
to all business units of the target organization (R. Meersman, 2008).
Recently, many academic and practical disciplines have been initiated on
service. Among them, service science (Bardhan et al., 2010), service management
(Gu and Lago, 2009), service engineering (Demirkan et al., 2008) and service
computing (Spohrer et al., 2008b) can be mentioned. Each domain conceptualizes
the service concept based on its needs and application. Thus, different definitions and
applications of service confuse the researchers and practitioners (Schmidt, 2010). For
instance, in Service Oriented Architecture (SOA) and IT Service Management
(ITSM), the ‘service’ has different scopes. In fact, in SOA discipline, services
support the application development, while in ITSM discipline, services cover all
types of IT services from infrastructure services to information system services. So,
there is a call to conduct research and publish works on service oriented disciplines
(Demirkan et al., 2008). One of the major challenges and issues of service sciences
and industries that should be taken up by the researchers is the integration of
technological and managerial research in a service oriented view. The
encouragement is to conduct computer science, information system (IS) and
management researchers for development of multi disciplinary research to address
the integration issue (Gu and Lago, 2009; Qing and Patricia, 2009). In addition,
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various research paradigms and methods are recommended to investigate managerial
challenges and technical problems in service-oriented systems (Qing and Patricia,
2009). Furthermore, quantitative, qualitative and mixed approaches and various
research strategies including experiment methods, case and field studies, and design
science approaches are allowed to be applied (Bardhan et al., 2010; Demirkan et al.,
2008). As a suggestion, ‘service’ should be considered as a centre point for Service
Oriented Architecture, IT Service Management and Enterprise Architecture; however
it should be reconceptualised and turned into a service-oriented integrated framework
covering the frameworks and standards including EA, ITSM and SOA.
1.3 Statement of the Problem
My personal experience, observation and field notes in delivery of IS/IT
projects within various scales of organizations in more than one decade raised the
question why in the process of IS/IT service delivery in planning and maintenance
activities, customers encounter lack of quality and integration in IT/IS. Considering
this point, it has been recognised that Enterprise architecture planning is able to
provide a governance framework for improvement of qualified IT/IS planning, and
IT service management solution is capable of ensuring the quality of support
activities in IT/IS services delivery for the host organizations. Therefore, the idea of
integration has been raised. Having reviewed the literature, it is found that there is a
gap in realization of integration of ITSM and EA. Yet, the efforts already made in
practical and academic domains in defining the relation between ITSM and EA are
all focused on ITIL V2. Main changes of ITIL V3 including briefing on service
lifecycle and suggestion for architectural design of service have motivated the
researcher to explore and develop this idea, which is likely to ensure service
customers on quality of IT/IS delivery in planning and maintenance activities. It will
also help service providers on how they can implement both ITSM and EA.
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1.4 Research Questions
Based on background of research and the research statement, the following
questions are raised for the problem:
RQ1: “How to fulfil architectural requirements of IT services in ITSM/ITIL
using Enterprise Architecture (EA) in order to meet IT service objectives?”
1) What are common issues and goals in ITSM/ITIL and EA?
2) What are the architectural requirements of services in ITSM/ITIL?
3) How EA contributes in ITSM to fulfill architectural requirements of IT/IS
services?
4) What are the existing efforts on the relationship of ITSM/ITIL and EA?
RQ2: “How to integrate ITSM/ITIL and EA through development of a
service architecture model and a service based framework in order to meet the
architectural requirements of IT services?”
1) What are the success criteria in integration of ITSM/ITIL and EA?
2) How to design service architecture model for ITSM and EA?
3) How to develop an integrated service based framework to support
architectures of IT services?
1.5 Objectives of the Study
This research aims to develop an integrated framework to address IT Service
Architecture requirements in ITIL V3 using Enterprise Architecture. The research
objectives are settled based on the above goal, research topic, problem statement and
research questions:
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1) To identify architectural requirements in design of IT Services in ITSM.
2) To identify the success criteria for integration of ITSM/ITIL and EA.
3) To design an IT Service Architecture Model for ITSM and EA.
4) To develop a framework for integration of ITSM/ITIL and EA.
1.6 Scope of the Study
This topic was chosen when limited works were found on the relationship of
old version of ITIL (V2) and EA. The importance of the problem and also major
differences of ITIL V2 and V3 made researcher decide to extend this integration to
ITIL V3 within new ideas as discussed previously. The following directions are
implicitly considered as the scope of this study:
1) First of all, the primary focus of research is on ITSM/ITIL and IT service
design requirements.
2) Secondly, this researcher is interested in EA frameworks which can support
or address ITSM/ITIL architectural requirements
3) Moreover, the research is planned to design IT Service Architecture in
Service Design stage of ITIL V3.
4) Finally, the concentration is on the layers of EA which form IT Service
Architecture such as application layer and infrastructure layer. However, the
business layer of EA is not covered through this research.
1.7 Significance of the Study
This research attempts to contribute in practice by development of a service-
based framework and provision of an architecture model for service in order to
support implementation of ITSM using ITIL V3. This framework will help IT service
7
providers and IT service customers to implement ITSM, especially ITIL, along with
Enterprise architecture in a successful manner. The framework will facilitate
implementation and coordination of ITSM and EA projects. This framework also
will provide a helpful governance for IT/IS project/service development in
organizations.
In academia, this research has introduced the service architecture layer
(model) for enterprise architecture. Therefore, the proposed layer will address the
gap of business architecture and application architecture. It has also filled the gap of
EA and ITSM through service architecture model. Furthermore, the service based
framework has provided a service oriented solution for at least EA, SOA and ITSM.
This idea can be extended to other domains.
1.8 Organization of the Thesis
Being organised in nine chapters, this thesis presents the process of the
research in a structured and coherent manner. There are inter-relationships between
different chapters and sections of the thesis. Chapter 1 introduces the research area of
concern. The chapter begins with the description of the research background,
discussing the ambiguities and requirements surrounding service concepts in SOA,
ITSM and EA despite its importance. The chapter proceeds with the problem
statement, the research questions and research objectives. This chapter also describes
the significance of the research based on its contributions to theory, practice and
methodology.
Chapter 2 discusses the literature related to the service architecture in various
domains including SSME, ITSM and ITIL. It also explores the role of enterprise
architecture in organization and in ITIL. Related works to the research concern have
been discussed and compared to the primary proposed framework. Chapter 3
describes the methodology used in the research. This chapter begins with the
8
research paradigm and the rationale of using multiple research strategies including
case study and design science research. The chapter then presents operational
framework for each phase to explain activities of the research in detail. Data
collection methods and procedures are also discussed.
Chapter 4 introduces the selected case study from Iran and Malaysia and presents
the collected data. This chapter then analyses the collected data to explore the issues and
benefits of integration of ITSM and EA. The success criteria of proposed framework
have also been identified. Chapter 5 begins with a review on service architecture
requirement. It designs an architecture model for IT services. Some criteria identified for
success of the framework have been addressed in the model. Different aspects of IT
services including service portfolio, service architecture and service level management
have also been designed. Finally this chapter presents the integrated service architecture
framework (ISAF).
Chapter 6 begins with introduction of Delphi expert panel method. It explains the
process, data and the results of the verification process. The results show how much
ISAM framework and service architecture model fulfilled the service architecture
requirements and success criteria of integration. Chapter 7 finally concludes the research
and identifies the research contributions. The chapter draws the conclusions by
describing the research outcomes in relation to the achievement of the research
objectives. The chapter then examines the research contributions to theory, practice and
methodology. Lastly, the chapter discusses recommendations for future research.
1.9 Summary
In this chapter, primary issues related to conducted research have been
discussed. The goal of this research was defined as “developing a conceptual
integrated framework to identify and address IT Service Architecture requirements
and issues using Enterprise Architecture”. The questions of this research being raised
9
by background of research, literature review and researcher’s experiences are
defined. Moreover, the research objectives and scopes are defined with regard to the
problem statement and research questions.
This research attempts to contribute to practice by developing a service based
framework and provision of an architecture model for service in order to support
implementing ITSM using ITIL V3. This framework will help IT service providers
and IT service customers to implement ITSM, especially ITIL, along with Enterprise
architecture in a successful manner. In academia, this research introduces the service
architecture layer (model) for enterprise architecture. Therefore, the proposed layer
addresses the gap of business architecture and application architecture. It also fills
the gap of EA and ITSM through service architecture model.
197
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