DNA Model of IT Service Assets

Stuart D. Galup, Ronald Dattero and Jayne Groll
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Stuart D. Galup: Florida Atlantic University, USA
Ronald Dattero: Missouri State University, USA
Jayne Groll: ITSM Academy, Inc., USA

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2011, vol. 2, issue 2, 16-47

Abstract: In this paper, the service assets (resources and capabilities) associated with Information Technology (IT) services are investigated through a DNA (Dynamic Network Analysis) model. An illustrative example for IT services is analyzed using the model. Specifically discussed are the relationships among Agents, the Knowledge and Resources that Agents require to perform their job Role, and the Tasks that the Agents perform during the execution of their job Role. Selected resulting metrics are detailed and the managerial implications are presented for improving the efficiency and effectiveness of organizational process.

Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jssmet:v:2:y:2011:i:2:p:16-47

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International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) is currently edited by Ahmad Taher Azar

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