SPSPR Model - Framework for ICT Services Management

In this paper we discuss existing frameworks for the management of ICT services and their limitations in the context of emerging enterprise computing environment characterized by use of externally sourced services. We identify the requirements for a service management framework with particular focus on definition and categorization of ICT services that facilitates the development of a service catalogue. The main section of this paper describes our approach to ICT service management as embodied in the SPSPR framework.