An investigation of a framework for the implementation of service management in the information and communication technology sector
- Authors: Benyon, Robert Victor
- Date: 2006
- Subjects: Support services (Management) , Service industries -- Management , Information technology -- Management , Management information systems , Communication in management
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1137 , http://hdl.handle.net/10962/d1002766 , Support services (Management) , Service industries -- Management , Information technology -- Management , Management information systems , Communication in management
- Description: Service Management (SM) is an integrated, cyclical and collaborative approach to the management of service requirements and levels. It involves the definition of client expectations, the satisfying of those expectations and the perpetual refining of the business agreement (Sturm 2001). SM in the ICT sector is a comprehensive process that extends beyond the development of Service Agreements (SAs). A number of identifiable steps constitute the progressive implementation of a managed services environment, the key components of which are a readiness to provide services, the accurate elicitation, management and satisfying of client requirements and the continual improvements to the business relationship. Unfortunately, a number of SM initiatives fail. These failures can be attributed to a lack of SM understanding, the absence of a fully implemented SM strategy, poor communication and people issues. This research describes an investigation of SM implementation. A number of recognised frameworks are explored and critically analysed. The common strengths of these frameworks and the results of an exploratory pilot study are used to construct an SM implementation framework. This framework is then tested empirically by means of an online survey, and revised in the light of the results of this survey. The framework comprises two distinct phases, namely a Foundation phase and a Managed Services phase. The Foundation phase comprises 8 critical preparatory activities that take a service provider to state of readiness to provide and manage ICT services. The Managed Services phase comprises 5 key cyclical steps for the management of ICT services, including Planning, Analysis, Design, Implementation and Review.
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- Authors: Benyon, Robert Victor
- Date: 2006
- Subjects: Support services (Management) , Service industries -- Management , Information technology -- Management , Management information systems , Communication in management
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1137 , http://hdl.handle.net/10962/d1002766 , Support services (Management) , Service industries -- Management , Information technology -- Management , Management information systems , Communication in management
- Description: Service Management (SM) is an integrated, cyclical and collaborative approach to the management of service requirements and levels. It involves the definition of client expectations, the satisfying of those expectations and the perpetual refining of the business agreement (Sturm 2001). SM in the ICT sector is a comprehensive process that extends beyond the development of Service Agreements (SAs). A number of identifiable steps constitute the progressive implementation of a managed services environment, the key components of which are a readiness to provide services, the accurate elicitation, management and satisfying of client requirements and the continual improvements to the business relationship. Unfortunately, a number of SM initiatives fail. These failures can be attributed to a lack of SM understanding, the absence of a fully implemented SM strategy, poor communication and people issues. This research describes an investigation of SM implementation. A number of recognised frameworks are explored and critically analysed. The common strengths of these frameworks and the results of an exploratory pilot study are used to construct an SM implementation framework. This framework is then tested empirically by means of an online survey, and revised in the light of the results of this survey. The framework comprises two distinct phases, namely a Foundation phase and a Managed Services phase. The Foundation phase comprises 8 critical preparatory activities that take a service provider to state of readiness to provide and manage ICT services. The Managed Services phase comprises 5 key cyclical steps for the management of ICT services, including Planning, Analysis, Design, Implementation and Review.
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The significance of the local trade in natural resource products for livelihoods and poverty alleviation in South Africa
- Authors: Shackleton, Sheona E
- Date: 2006
- Subjects: Poverty -- South Africa Rural poor -- South Africa Natural resources -- South Africa Selling -- Handicraft South Africa -- Commerce
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:4776 , http://hdl.handle.net/10962/d1011731
- Description: What role can the commercialisation of natural resource products play in the efforts to reduce poverty and vulnerability and how can this be enhanced? With poverty alleviation at the top of the global development agenda, this is a question posed by many scholars, practitioners, donor agencies and government departments operating at the environment-development interface. However, recent commentary on this issue is mixed and ambiguous, with some observers being quite optimistic regarding the potential of these products, while others hold a counter view. This thesis explores the livelihood contributions and poverty alleviation potential of four products traded locally in the Bushbuckridge municipality, South Africa; namely traditional brooms, reed mats, woodcraft and a beer made from the fruits of Sclerocarya birrea. A common approach, employing both quantitative and qualitative methods, was used to investigate the harvesting, processing and marketing arrangements, sustainability and livelihood contributions of each product. The results illustrate that any inference regarding the potential of the trade to alleviate poverty depends on how poverty is defined and interpreted, and on whether the role of these products is assessed from a holistic livelihood perspective that includes notions of vulnerability, alternatives and choice, diversification and the needs of rural producers themselves. Overall, the products studied were key in enhancing the livelihood security of the poorest members of society, forming an important safety net and assisting in raising household incomes to levels equivalent to the wider population, but generally were unlikely, on their own, to provide a route out of poverty. However, there were notable exceptions, with marked variation evident both within and across products. Incomes often surpassed local wage rates, and a minority of producers were obtaining returns equivalent to or greater than the official minimum wage. Other benefits, such as the opportunity to work from home or to diversify the livelihood portfolio, were also crucial, with the trade representing different livelihood strategies for different households. When viewed within the context of rising unemployment and HIV/AIDS these findings assume greater significance. While the trades were complex and growth limited, livelihood benefits could be improved on a sustainable basis if the sector was given the attention and support it deserves.
- Full Text:
- Authors: Shackleton, Sheona E
- Date: 2006
- Subjects: Poverty -- South Africa Rural poor -- South Africa Natural resources -- South Africa Selling -- Handicraft South Africa -- Commerce
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:4776 , http://hdl.handle.net/10962/d1011731
- Description: What role can the commercialisation of natural resource products play in the efforts to reduce poverty and vulnerability and how can this be enhanced? With poverty alleviation at the top of the global development agenda, this is a question posed by many scholars, practitioners, donor agencies and government departments operating at the environment-development interface. However, recent commentary on this issue is mixed and ambiguous, with some observers being quite optimistic regarding the potential of these products, while others hold a counter view. This thesis explores the livelihood contributions and poverty alleviation potential of four products traded locally in the Bushbuckridge municipality, South Africa; namely traditional brooms, reed mats, woodcraft and a beer made from the fruits of Sclerocarya birrea. A common approach, employing both quantitative and qualitative methods, was used to investigate the harvesting, processing and marketing arrangements, sustainability and livelihood contributions of each product. The results illustrate that any inference regarding the potential of the trade to alleviate poverty depends on how poverty is defined and interpreted, and on whether the role of these products is assessed from a holistic livelihood perspective that includes notions of vulnerability, alternatives and choice, diversification and the needs of rural producers themselves. Overall, the products studied were key in enhancing the livelihood security of the poorest members of society, forming an important safety net and assisting in raising household incomes to levels equivalent to the wider population, but generally were unlikely, on their own, to provide a route out of poverty. However, there were notable exceptions, with marked variation evident both within and across products. Incomes often surpassed local wage rates, and a minority of producers were obtaining returns equivalent to or greater than the official minimum wage. Other benefits, such as the opportunity to work from home or to diversify the livelihood portfolio, were also crucial, with the trade representing different livelihood strategies for different households. When viewed within the context of rising unemployment and HIV/AIDS these findings assume greater significance. While the trades were complex and growth limited, livelihood benefits could be improved on a sustainable basis if the sector was given the attention and support it deserves.
- Full Text:
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