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Case study on IT service management process evaluation framework based on ITIL

10 citations0/0 files storedInternational Conference on Business Management and Electronic Information (BMEI)

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Information Technology Governance and Strategy Outsourcing and Supply Chain Management Information Systems Education and Curriculum Development

Abstract

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.

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2000IT Services: Costs, Metrics, Benchmarking and Marketing

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2019ITSM model for very small organisation: an empirical validation

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