oa South African Journal of Information Management - ICT service solutions framework : a service approach to implementing information and communications technology

Volume 7 Number 3
  • ISSN : 2078-1865
  • E-ISSN: 1560-683X



Making sure that ICT service solutions meet business needs and are delivered at the required quality levels and justifiable cost is not an ICT operational problem. It is an ICT business problem and requires an integrated and consistent management approach throughout the entire life cycle of the ICT service solution. This article proposes a framework (ICT service solutions framework) for the construction and implementation of ICT using a service approach. This framework includes an ICT service concept model, which provides a standard mechanism for defining the central unit of work - the ICT service solution. It also includes an ICT service provision model, defining the overall context and primary activities involved in translating business objectives and goals into quality ICT service solutions, and an ICT service process model providing the context within which to carry out the activities necessary for developing new ICT service solutions. The framework proposed in this article defines a foundation, which should be extended, and upon which detailed methodologies can be constructed. In fact, this framework formed the foundation upon which an ICT service provision framework was recently architected and designed for Novell Inc., a leading global software vendor, for integration into its commercial service and solution offerings.

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