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DNA Model of IT Service Assets

Author

Listed:
  • Stuart D. Galup

    (Florida Atlantic University, USA)

  • Ronald Dattero

    (Missouri State University, USA)

  • Jayne Groll

    (ITSM Academy, Inc., USA)

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.

Suggested Citation

  • Stuart D. Galup & Ronald Dattero & Jayne Groll, 2011. "DNA Model of IT Service Assets," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 2(2), pages 16-47, April.
    • Handle: RePEc:igg:jssmet:v:2:y:2011:i:2:p:16-47
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