Title :
Case study on IT service management process evaluation framework based on ITIL
Author :
Liu, Min ; Gao, Zhiheng ; Luo, Weiping ; Wan, Jiangping
Author_Institution :
Sch. of Comput. Sci. & Eng., South China Univ. of Technol., Guangzhou, China
Abstract :
This paper study the IT service management framework and associated processes´ definition, operation and the management methods of DC Company based on Information Technology Infrastructure Library (ITIL). Key performance indicators (KPI) and the service level agreement are applied to DC Company, both KPI evaluation framework and its weights are determined. Finally, IT management process evaluation framework is analyzed.
Keywords :
business data processing; competitive intelligence; service-oriented architecture; DC Company; IT service management process evaluation framework; ITIL; KPI evaluation framework; information technology infrastructure library; key performance indicator; service level agreement; Companies; Frequency synthesizers; Monitoring; Process control; Quality management; Time factors; Time frequency analysis; COBIT; Information Technology Infrastructure Library; Information Technology Service Management; Key Performance Indicators; Process Evaluation Framework Introduction; Service Level Agreement;
Conference_Titel :
Business Management and Electronic Information (BMEI), 2011 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-1-61284-108-3
DOI :
10.1109/ICBMEI.2011.5917881
