Case Study on IT Service Management Process Evaluation Framework Based on ITIL

摘要：

This paper study the IT service management framework and associated processes’ definition, operation and the management methods of DC Company based on Information Technology Infrastructure Library (ITIL). Key performance indicators (KPI) and the service level agreement are applied to DC Company, both KPI evaluation framework and its weights are determined. Finally, IT management process evaluation framework is analyzed.

关键词： Information Technology Service Management Information Technology Infrastructure Library Key Performance Indicators Service Level Agreement COBIT Process Evaluation Framework Introduction

作者: Min Liu Zhiheng Gao Weiping Luo Jiangping Wan

作者单位: School of Computer Science &Engineering, South China Universityof TechnologyGuangzhou Guangdong 5100 China Telecom Corporation Ltd.Guangzhou Research InstituteGuangzhou Guangdong 510630 School of Business Administration, South China University of Technology Guangzhou Guangdong 510640 School of Business Administration,South China University ofTechnologyGuangzhou Guangdong 510640

会议类型: 国际会议

会议名称: 2011 International Conference on Business Management and Electronic Information(2011商业管理与电子信息国际学术会议 BMEI2011)

会议地点: 广州

会议语种:英文

页码: 1-4

在线出版日期: 2011-05-13（万方平台首次上网日期，不代表论文的发表时间）