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In order to support transformational business change, IT needs to streamline the process of bringing new IT processes to life.

In today’s ever-changing business world, nobody knows what is around the corner, so improving agility is the best way to the future-proof organization.

IT Service Management is the ability to collect data, analyze it, to make reports, and to implement improvements in agile mode, sometimes make it challenging to manage all these informational organization assets effectively. To perform real-time monitoring of these activities, manage, and be able to involve the final user in the heart of the IT process, or reduce operating cost, agility is the ideal solution.

In this chapter, the authors propose a global strategic model to improve Information Technology Service Management service management processes with the additions of two drivers: agility management and security management.

Digital India, the flagship programme of Government of India (GoI) originated from National e-Governance Project (NeGP) in the year 2014. The programme has important aspect of information security and implementation of IT policy which supports e-Governance in a focused approach of Mission Mode. In this context, there is a need to assess situation of the programme which covers a study of initiatives and actions taken by various actor involved and processes which are responsible for overall e-Governance. Therefore, the purpose of this case study is to develop a Situation-Actor-Process (SAP), Learning-Action-Performance (LAP) based inquiry model to synthesize situation of information security governance, IT policy and overall e-Governance.

In this case study both systematic inquiry and matrices based SAP-LAP models are developed. Actors are classified who are found responsible and engaged in IT policy framing, infrastructure development and also in e-Governance implementation. Based on a synthesis of SAP components, various LAP elements were then synthesized then which further led to learning from the case study. Suitable actions and performance have also been highlighted, followed by a statement of the impact of the efficacy i.e. transformation of information security, policy and e-Governance on the Digital India programme.

On developing the SAP-LAP framework, it was found that actors like the Ministry of Electronics and Information Technology of the Govt. of India secures a higher rank in implementing various initiatives and central sector schemes to accelerate the agenda of e-Governance. Actions of other preferred actors include more investments in IT infrastructure, policy development and a mechanism to address cyber security threats for effective implementation of e-Governance. It was found that actors should be pro-active on enhancing technical skills, capacity building and imparting education related to ICT applications and e-Governance. Decision making should be based on the sustainable management practices of e-Governance projects implementation to manage change, policy making and the governmental process of the Indian administration and also to achieve Sustainable Development Goals by the Indian economy.

The SAP-LAP synthesis is used to develop the case study. However, few other qualitative and quantitative multi criteria decision making approaches could also be explored for the development of IT security based e-Governance framework in the Indian context.

The synthesis of SAP leads to LAP components which can bridge the gaps between information security, IT policy governance and e-Governance process. Based on the learning from the Situation, it is said that the case study can provide decision making support and has impact on the e-Governance process i.e. may enhance awareness about e-services available to the general public. Such work is required to assess the transparency and accountability on the Government.

Learning based on the SAP-LAP framework could provide decision making support to the administrators, policy makers and IT sector stakeholders. Thus, the case study would further help in addressing the research gaps, accelerating e-Governance initiatives and in capturing cyber threats.

The SAP-LAP model is found as an intuitive approach to analyze the present status of information security governance, IT policy and e-Governance in India in a single unitary model.

The purpose of this paper is to analyze how Information technology (IT) controls influence the control environment’s components and the internal control system.

This paper aims to highlight how IT controls enable to improve the control environment assessment and implementation.

The analysis indicates that the implementation of the IT controls (IT organizational controls, IT process controls and IT soft variables controls) provides some indications for managers and auditors, who must implement or assess internal control system. A joint use of the three dimensions of IT control contributes to a better assessment of the individual components of the control environment. IT controls help managers to develop the design of the organizational structure and to identify the key processes to achieve the internal control objectives and to mitigate firm’s risk.

The examination of three IT control dimensions allows managers to expand their knowledge about these types of controls and change the way they approach technology-based processes and associated risks. This improves the understanding of the key aspects connected to the control environment. The paper provides a list of the relevant activities that affect the three types of IT controls. This is useful for managers to begin to frame the specific controls inside the three dimensions of IT control.

This paper addresses an area of relevance to both practitioners and academics. This analysis focuses on accounting information systems themes and, through the examination of the IT controls, allows a better understanding of the hard and soft elements of the control environment.

This paper aims at improving the service‐oriented IT management by adopting relevant business continuity planning processes for service impact analysis in handling resource event. The paper also proposes a framework for implementation.

A framework was developed from the study of literatures in IT service management and business continuity management. It was implemented to a real IT operations environment to evaluate its effects and benefits.

Many organisations in the IT service industry drive the service‐oriented IT management rapidly in the region. For fault management and service continuity management, one relies heavily on the experience of experts in handling the event for realising the relationships between service and resource. Knowledge retention and information base for service management are the new challenges in the area of service management.

Further optimisation and ongoing maintenance works are required to refine the correlation processes.

The framework was implemented using existing IT service management portal and network system monitoring tools with minimal modification effort.

This paper highlighted the value of adopting business continuity planning processes in service management. It also presented a way to implement a service management information base in practice.

The objective of this paper is to highlight the importance of information technology in service recovery performance through the exploration of its influence on service recovery performance components and determinants.

A general inductive approach for analyzing qualitative data was adopted since the main research question of “How can information technology enable successful service recovery?” has not been examined in the complaint management literature. Data were collected through in‐depth interviews with key executives working in the Tunisian banking sector.

Drawing on the knowledge‐based view (KBV), the authors develop a general framework to understand the differences in service recovery performance (SRP). The research shows that various knowledge‐based resources such as customer orientation (CO), internal orientation (IO), and information technology (IT) complement one another to impact on SRP. Ignoring the complementarities of these resources in assessing SRP can seriously underestimate the impact of IT on the knowledge assets that are embedded in the firm recovery competency. This distinctive business competency is labelled knowledge enabled recovery effectiveness (KERE).

Given the exploratory nature of this study, these preliminary results need quantitative research to refine theory and measurement of service recovery capabilities and for future validation of the proposed framework.

The findings provide important implications for the effective design and the automation of complaint management and for the intervening mechanisms that govern the IT business value.

The paper examines the issue of complaint management from a knowledge based view and calls for the need to consider specific customer relationship management (CRM) areas as a set of knowledge based activities.

The purpose of this paper is to develop and implement an efficient capacity and availability management tracker for information technology (IT) service delivery management that can be applied by analyzing base‐lined data, using quantitative project management and knowledge discovery techniques, for taking decisions on a monthly basis in resource allocation, optimum resource utilization and efficient service level management.

A ticket forecasting model has been developed. Also data were collected from fixed price running IT service delivery programs with about 200 or more full‐time employees working in each program, limited to four large service lines. Using Monte Carlo simulation, the data were base lined and applied to a capacity and availability management tracker. The results were then analyzed and conclusions drawn.

The findings suggest that the service provider was able to share the resources across the organization as needed based on demand, and overall the bench strength of the organization was drastically reduced. Also they were able to achieve better service level management. This has contributed to profit margin improvement in the organization.

The relatively small sample size (three programs and four service lines in one IT service organization) has impact on research implications.

The results have implications for practice in promoting IT tools and technique for capacity and availability management in an IT service provider. It is suggested that senior management may need to concentrate on adapting a positive approach promoting the usage of new IT tools and techniques in order to achieve IT service improvement, better performance and margin improvement.

This study has addressed the consequences of initiating an organization‐wide knowledge‐based process performance model for a popular strategic IT initiative. The study has answered the questions on better resource utilization and efficient service level management.

The purpose of this paper is to explore the practical issues regarding standards and the management of IT services delivered by external or outsourced service providers called managed service providers (MSPs).

Extensive review of published materials from academic and industry sources is carried out to discuss the managed services practice as well as IT standards applicable for managed services.

Implementation of international IT standards such as the ITIL framework for IT service management benefits both internal IT organizations and MSPs. Availability of a common standard for managing IT services makes the transition of IT service management from the client organization to an MSP or from an MSP to another MSP less painful and helps to reduce or eliminate service disruptions.

The ultimate objective of this paper is to offer MSPs as well as internal IT organizations a comprehensive discussion on the IT standards that are applicable for managed IT services.

It is believed that this paper will help both MSPs as well as the internal IT organizations to understand the importance of having a common standard for managing IT services.

This paper aims to consider a number of key laws and regulations that have implications for information management and internal control systems.

The paper is a discussion of the key laws and regulations. It also considers a number of frameworks that may be useful for assessing compliance with applicable laws and regulations.

Organizations worldwide are impacted by an increasing number of laws and regulations. Many of them have important implications for information management and internal control systems even though they may lack explicit references to information management. This is because information technology (IT) has become pervasive in modern organizations, and it is self evident that awareness of applicable laws and regulations, along with their potential impacts on information management systems, is critical for compliance.

The paper shows how the increasing number of laws and regulations impact on the information management functions of organizations in a variety of ways.

The purpose of this paper is to analyze how an IT governance framework [Control Objectives for Information and related Technology (COBIT)] influences the control environment and the internal control system. In particular, it aims to illustrate how the COBIT’s structure and processes impact on the seven categories of factors that compose the control environment.

This paper aims to highlight how an IT governance framework with its processes enables to improve the control environment assessment and implementation.

The analysis indicates that the implementation of the COBIT framework provides some indications for managers and auditors, which must implement or assess internal control system.

The adoption of the framework allows managers to focus effectively on integrating, aligning and linking processes. This improves the understanding of the key aspects connected to the control environment. In addition, the adoption of the framework allows overcoming some limitations regarding the Committee of Sponsoring Organizations framework.

This paper addresses an area of relevance to both practitioners and academics. This analysis focuses on Accounting Information Systems themes and, through the examination of an IT governance framework, suggests solutions and tools than can help managers and auditors to address the control environment assessment.

This paper aims at presenting the benefits from implementing IT service management (ITSM) in an organization for managing campus‐wide IT operations. In order to improve the fault correlation from business perspectives, we proposed a framework to automate network and system alerts with respect to its business service impact for proactive notification to IT operations management.

The authors first evaluate the effect of IT service management (ITSM) tools in practical adoption followed by experience sharing in developing management process modules in service outsourcing model. Three years of quantitative analysis using real operational data were used to present the effect on ITSM tools adoption. A framework was developed from the study of literatures in service management, incident prioritization, and business continuity planning. For the proposed framework, it consists of a hybrid case‐based and rule‐based reasoning module and a new approach which utilizing business continuity planning for service‐resource mapping with business criticality and user activities.

For the past decade in the IT industry, a paradigm shift in managing IT could be observed. People are concerned more in managing IT services instead of traditional device‐oriented IT system or network components. With the term “business‐driven IT services,” it has raised new challenges in the area of IT service management, especially with respect to the management of service level agreement with service provider and the management of system and network faults.

Further work should be carried out on the aspect of using real data for the framework as motivated by the limitations of the present study. Practical real data could help the reader to experience its quantitative benefits.

This paper highlights the value of effective IT service management, placing particular emphasis on service outsourcing consideration and the mechanism in service‐event correlation.

This paper illustrates the effect of ITSM tools adoption by analyzing real operation data. The proposed framework explicitly utilizes business continuity planning (BCP) processes to identify the relationships between business services and IT resources that helps to improve the IT service management.