Teaching Systems Development: A Compelling Case for Integrating the SDLC with the ITSM Lifecycle

Key Factors in Achieving Service Level Agreements (SLA) for Information Technology (IT) Incident Resolution

In this paper, we analyze the impact of various factors on meeting service level agreements (SLAs) for information technology (IT) incident resolution. Using a large IT services incident dataset, we develop and compare multiple models to predict the value of a target Boolean variable indicating whether an incident met its SLA. Logistic regression and neural network models are found to have the best performance in terms of misclassification rates and average squared error. From the best-performing models, we identify a set of key variables that influence the achievement of SLAs. Based on model insights, we provide a thorough discussion of IT process management implications. We suggest several strategies that can be adopted by incident management teams to improve the quality and effectiveness of incident management processes, and recommend avenues for future research.

Employees' Participation in IT-Projects in the Public Sector

Employee participation in IT projects in the public sector is argued in the literature as a critical factor for the success and acceptance of IT. However, studies on employee participation reported on the lack of end-users participation in the public sector and on the need of improvement of participation concepts. This article investigates different participation practices and used methods for participation within different approaches such as Human Centered Design, Ethnography, Contextual Design and Human Resource Management, and explores opportunities for participation across the system developement life cycle in the public sector. The findings reveal a variety of participation opportunieties across the whole process. Finally, implications of these findings are discussed with suggestions for future research.