Izboljšanje upravljanja IT infrastrukture z uporabo upravljanja konfiguracije in zrelostnih modelov: sistema­tičen pregled literature in kritična analiza

Background and purpose: This research aims to investigate which benefits one may expect using Maturity Models in Configuration Management (CM) domain. CM is a support process that helps organizations have better manage­ment of their infrastructure. Its importance, in the Information Technology (IT) domain, has increased in recent years, despite this process not being technologically new, and the fact that many organizations implement this process in a haphazard way, which results in it not producing the benefits that it should produce. With the intention of assessing and improving the organizations’ IT processes practices and capabilities, MMs have been developed and imple­mented. However, the application of MM in the CM domain is yet to be explored. Design/Methodology/Approach: Two Systematic Literature Reviews (SLRs) and a Critical Analysis were per­formed. In sum, 80 scientific articles of the most rated conferences and scientific journals were analyzed and con­clusions were drawn. Results: This research concludes that despite the CM process being badly implemented, using a MM this process could decrease operational costs and increase the quality management of the infrastructure. Conclusion: However, no MM has been developed so far for the CM process practices. This MM would be a viable support tool for the IT organizations providers since this would help organizations have a mature CM process and better control of their IT infrastructure. Therefore, the existence of a MM for the CM domain would be a welcome advancement that should be developed in the future. Keywords: Configuration Management Process, Maturity Models, IT Services Providers, Systematic Literature Re­viewOzadje in namen: Cilj raziskave je proučiti, katere koristi lahko pričakujemo od uporabe modelov zrelosti (MM) v do­meni upravljanja konfiguracije (CM). CM je podporni postopek, ki organizacijam pomaga, da imajo boljše upravljanje svoje infrastrukture. Njegov pomen na področju informacijske tehnologije (IT) se je v zadnjih letih povečal, čeprav ta postopek ni tehnološko nov. Številne organizacije izvajajo CM na neorganiziran in površen način, zato ne prinaša pričakovanih koristi. Z namenom ocenjevanja in izboljšanja praks in zmogljivosti IT v organizacijah so bili razviti in implementirani modeli zrelosti (MM). Uporaba MM v domeni CM še vedno ni ustrezno raziskana. Zasnova / metodologija / pristop: Izvedena sta bila dva sistematična pregleda literature in kritična analiza. V celoti je bilo analiziranih 80 znanstvenih člankov najbolje uveljavljenih konferenc in znanstvenih revij. Rezultati: V tej raziskavi ugotovili, da kljub slabemu izvajanju postopka upravljanja CM, lahko le-ta vseeno zmanjša operativne stroške in poveča kakovost upravljanja informacijske infrastrukture. Zaključek: Do sedaj še ni bil razvit noben MM za prakse postopkov CM. Ta MM bi bil podporno orodje za upravljalce IT organizacij, saj bi s tem organizacijam pomagal do zrelega procesa upravljanja CM in boljšega nadzora nad svojo infrastrukturo IT. Zato bi bil obstoj MM za področje CM dobrodošel napredek, ki ga bi bilo treba razviti v prihodnosti. Ključne besede: postopek upravljanja konfiguracije, modeli zrelosti, ponudniki IT storitev, sistematični pregled lite­rature