IT Service Management Case Based Simulation Analysis & Design: Systems Dynamics Approach

IT service management (ITSM) systems have been widely deployed within firms in the context of firms´ attempts to standardize firm IT activities and processes. Within newly developed or established IT systems, ITSM aims to improve systems´ responsiveness to unforeseen disturbances. This paper proposes using the study of system dynamics to analyze IT management processes. We use the ITSM/ITIL (IT infrastructure library) model as a key reference in developing a simulation model in the terms of a commercial simulation tool, VENSIM. The current research demonstrates the feasibility of applying methods drawn from the study of system dynamism to IT process management. Through analyzing the dynamical characteristics of ITSM processes in a real case, we propose a simulation-based case study concerned to evaluate rational policy under an uncertain environment.