In 1998 the management of the Dutch Ministry of Transport, Public Works and Water Management decided on a series of organisational changes to prepare for a systems-integrator role in traffic management systems. This systems-integrator role is required by the current and foreseen growth in size and complexity of traffic management systems. System quality factors like performance and connectivity of the traffic management centre as a whole depend on factors beyond the scope of tender parties of individual components and will not be guaranteed by these parties. Problems arising from this vacuum in responsibility should be dealt with by the Ministry. Therefore a professional IT-service management organisation has been founded based on the ITIL methodology. In order to maintain a knowledge base this organisation is activity based (instead of the in the Ministry more common project based set-up).
Abstract