Measuring and Improving IT Service Support Processes:A Case Study

摘要：

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.

作者: Kai Zhou Beijun Shen

作者单位: School of Software, Shanghai Jiaotong University, Shanghai, 200240, China

会议类型: 国际会议

会议名称: 13th International Conference on Enterprise Information System(第13届企业信息系统国际会议 ICEIS 2011)

会议地点: 北京

会议语种:英文

页码: 1600-1607

在线出版日期: 2011-06-08（万方平台首次上网日期，不代表论文的发表时间）