I will discuss Service Management Frameworks, what they are, how they have developed and the perceived benefits of them. I will provide an analysis of MOF with its overall ability to improve service delivery. I will also explain and evaluate MOF and its

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Gary Wheadon FdSc Information Technology for Business Service Management Frameworks


When it comes to discussing the core elements, of IT systems found within a business environment, and how those elements interact within information systems, a business can utilise, for example, a transaction processing system, used within the retail sector, office systems, and decision support systems to assist management, knowledge management systems, database management systems, and office information systems. (SAUNDERS, Keri E. Pearlson Carol S., 2009, p.45) states “An important factor to most information systems is the information technology, which is typically designed to enable humans to perform tasks for which we as human beings are not well suited to, such as handling large amounts of information, performing calculations, and controlling many multitasking processes, which computer systems can manage much more effectively such as retrieve process, and store ASCII and non-ASCII text, still graphics, audio, and video”. Hardware is the devices and other physical things involved in processing information, such as computers, workstations, physical networks, and data storage and transmission devices. Software is the computer programs that interpret user inputs and tell the hardware what to do. Software includes operating systems, end-user software such as word processors, and application software related to specialized business tasks such as retrieving a simple document  or, recording credit card transactions or to a CAD package for designing automobiles. As described by (LAUDON, Kenneth C. Laudon Jane P., 2012, p.234), “An information system is a system that uses information technology to capture, transmit, store, retrieve, manipulate, or display information used in one or more business processes”. For example, a department store's bar-code system for collecting data at the point of sale is part of a larger purchasing and distribution system that includes purchasing decisions and also physical movement of goods to the stores. Viewed as general-purpose tools, computer programs such as a spread sheet program or word processing program are not information systems because they do not provide information for specific business processes.

 A business process is a related group of steps or activities that use people, information, and other resources to create value for internal or external customers. Business processes consist of steps related in time and place, have a beginning and end, and have inputs and outputs. Examples of information systems within a restaurant include taking orders, cooking food, and preparing a bill. Examples in a factory include manufacturing products, hiring employees, and maintaining equipment. Examples in a doctor's office include making appointments, examining patients, and filling out insurance forms. Each of these business processes consists of a group of related activities that have a beginning and end and have inputs and outputs.

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When evaluating system software requirements for the business one of the first things to ask yourself would be, is it a major piece of system software that is to be implemented?

The evaluation process can be quite complex. How do you know if the software package you’re considering is important enough for the business to install?  Major systems software installations have a dramatic impact on your ability to operate and achieve your objective, and they aren’t measured by a budget, and they’re measured by the impact to the business. To help identify a major software purchase, things that are ...

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