Towards business-driven continual service improvement

The context: Results of performance evaluations of IT services are frequently based on technical metrics collected using tools. Subjective and uncertainty aspects, however, are disregarded or infrequently used. The problem: How to estimate the quality percent of an IT service, in order to provide a continual activity in the service life cycle, linked to a business-driven service improvement strategy. Our proposed solution: In this work we propose a model to quantify IT services quality percent in a time snapshot which can be used to improve IT service-related management activities.