Semantic Scholar Open Access 2020 5 sitasi

Approaches to ITSM level measurement and evaluation

Anna Hamranova Mojmír Kokles T. Hrivíková

Abstrak

The paper examines ITSM (IT Service Management) which is based on the internationally accepted ITIL standard (IT Infrastructure Library). Within the domain of ITSM special attention is given to constant improvements in IS/IT services. The aim of the paper is to identify and characterise ITSM metrics and metrics models among which ITSM Maturity Models play an important role. Standard methods of scientific work such as analysis, synthesis, comparison and selection are used for the paper. The main findings are based on the analysis of literature proving the importance of effective IS/IT service management in supporting the business goals of enterprises and organisations. Several authors criticised the extent and detailed character of ITIL.They suggested solving the problems of SME sector by simplifying the processes of ITSM implementation. This is closely related to the proposed system of ITSM metrics and metrics models. The paper provides a detailed elaboration of complex metrics models together with a derived, reduced model with 8 main metrics and other often used tools for IS/IT services measurement, namely ITSM Maturity Models. They are applicable for both a diagnosis of the level of IS/IT services in the companies and eventual correction of plans and for benchmarking the enterprises within their specific branch.

Topik & Kata Kunci

Penulis (3)

A

Anna Hamranova

M

Mojmír Kokles

T

T. Hrivíková

Format Sitasi

Hamranova, A., Kokles, M., Hrivíková, T. (2020). Approaches to ITSM level measurement and evaluation. https://doi.org/10.1051/shsconf/20208301019

Akses Cepat

Lihat di Sumber doi.org/10.1051/shsconf/20208301019
Informasi Jurnal
Tahun Terbit
2020
Bahasa
en
Total Sitasi
Sumber Database
Semantic Scholar
DOI
10.1051/shsconf/20208301019
Akses
Open Access ✓