Notice of RetractionSupporting Distributed Collaboration in IT Service Management

Abstract

IT service providers face a great need to improve the quality of services by IT service management (ITSM) in highly complex IT Environments. This pressure demands a strong collaboration from both the external service providers and internal service providers. However, providers still lack the necessary support, in methodologies and tools, to achieve efficient collaboration strategies. This paper proposes an innovative approach which comprehends a methodology and a tool to support collaborative work in IT service management. The main ideal of this solution is to integrate worksheet management with the core processes of service support defined in IT Infrastructure Library (ITIL), and inject delegation mechanism to the configuration management.