loading
Documents

Research.Publish.Connect.

Paper

Paper Unlock

Authors: Bianca Trinkenreich and Gleison Santos

Affiliation: Universidade Federal do Estado do Rio de Janeiro (UNIRIO), Brazil

ISBN: 978-989-758-097-0

Keyword(s): Measurement, Key Performance Indicator, IT Service Quality, Maturity Models, Case Study.

Related Ontology Subjects/Areas/Topics: Enterprise Information Systems ; Information Systems Analysis and Specification ; Software Metrics and Measurement

Abstract: Background: Maturity models for IT service require proper identification of critical business process and definition of relevant metrics to support decision-making, but there is no clear direction about what should be those critical business processes and metrics. Aims: This is part of a research in progress concerning the identification of adequate metrics to be used by organizations deploying IT service maturity models. We have conducted a systematic mapping study to answer: (i) What metrics are being suggested for IT service quality improvement projects? and (ii) How do they relate to IT service maturity models processes? In this paper, we aim to answer new research questions: (iii) What kind of relationship exist between processes that appear in derived metrics that include more than one process? (iv) Which of literature suggested metrics are being used by organizations? Method: We have conducted a case study in industry. Results: From relationship found between mapping study metr ics, we had analysed those ones used by organization that had available data, but we could not evidence a correlation between them, even being related. However, as a result of this analysis, we had confirmed the need to evaluate IT services through multiple metrics or define metrics in a way that the same metric be able to present different aspects about IT services management, in order to provide a comprehensive approach about the organization scenario. (More)

PDF ImageFull Text

Download
Sign In Guest: Register as new SciTePress user now for free.

Sign In SciTePress user: please login.

PDF ImageMy Papers

You are not signed in, therefore limits apply to your IP address 54.242.193.41

In the current month:
Recent papers: 100 available of 100 total
2+ years older papers: 200 available of 200 total

Paper citation in several formats:
Trinkenreich, B. and Santos, G. (2015). Metrics to Support It Service Maturity Models - A Case Study.In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-097-0, pages 395-403. DOI: 10.5220/0005398003950403

@conference{iceis15,
author={Bianca Trinkenreich. and Gleison Santos.},
title={Metrics to Support It Service Maturity Models - A Case Study},
booktitle={Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2015},
pages={395-403},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005398003950403},
isbn={978-989-758-097-0},
}

TY - CONF

JO - Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Metrics to Support It Service Maturity Models - A Case Study
SN - 978-989-758-097-0
AU - Trinkenreich, B.
AU - Santos, G.
PY - 2015
SP - 395
EP - 403
DO - 10.5220/0005398003950403

Login or register to post comments.

Comments on this Paper: Be the first to review this paper.