Measuring and Improving IT Service Support Processes: A Case Study

Kai Zhou, Beijun Shen

Abstract

With the rapid development of Information Technologies for many organizations and the increasing importance of IT, the focus of IT management has shifted from device-oriented management to service-oriented management. This paper describes the approach and results of measurement and improvement of IT service support processes in Bank of China and Nokia Co. The research applied best practices of Organizational Process Performance Process Area defined in CMMI to IT service support processes, and the following steps were adopted: defining the process models, designing their metrics from goals, data collection, processes evaluation, and the identification and elimination of bottlenecks. Two research questions concerned with the research approach are raised and explored in this paper.

References

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Paper Citation


in Harvard Style

Zhou K. and Shen B. (2011). Measuring and Improving IT Service Support Processes: A Case Study . In Proceeding of the 1st International Workshop on Evidential Assessment of Software Technologies - Volume 1: EAST, (ENASE 2011) ISBN 978-989-8425-58-4, pages 28-35


in Bibtex Style

@conference{east11,
author={Kai Zhou and Beijun Shen},
title={Measuring and Improving IT Service Support Processes: A Case Study},
booktitle={Proceeding of the 1st International Workshop on Evidential Assessment of Software Technologies - Volume 1: EAST, (ENASE 2011)},
year={2011},
pages={28-35},
publisher={SciTePress},
organization={INSTICC},
doi={},
isbn={978-989-8425-58-4},
}


in EndNote Style

TY - CONF
JO - Proceeding of the 1st International Workshop on Evidential Assessment of Software Technologies - Volume 1: EAST, (ENASE 2011)
TI - Measuring and Improving IT Service Support Processes: A Case Study
SN - 978-989-8425-58-4
AU - Zhou K.
AU - Shen B.
PY - 2011
SP - 28
EP - 35
DO -