Measurement of service effectiveness and establishment of baselines

In this paper the concept of the measuring service effectiveness focusing on customer-defined quality, continual improvement, employee empowerment, and measurement-based management and feedback is described. Metrics must be developed based on the priorities of the strategic plan, which provides the key business drivers and criteria for metrics. We will define these metrics and relevant information for their evaluation and establishment of measurement criteria. The most difficult part in implementation of this approach is consolidation. Described framework will captures relationship between business and IT service and will identify quantitative technique for establishing baselines and discovering possible losses during deployment of processes.

[1]  Jacques Philippe Sauvé,et al.  A quantitative approach to IT investment allocation to improve business results , 2006, Seventh IEEE International Workshop on Policies for Distributed Systems and Networks (POLICY'06).

[2]  Kazuya Koyama,et al.  Workload-aware Business Process Simulation with Statistical Service Analysis and Timed Petri Net , 2007, IEEE International Conference on Web Services (ICWS 2007).

[3]  R. Kaplan,et al.  The Balanced Scorecard: Translating Strategy into Action , 1996 .

[4]  Dzenana Donko,et al.  Normatively regulated activities , 2008 .

[5]  Dzenana Donko,et al.  Principles for support of the business processes , 2008 .

[6]  Yixin Diao,et al.  Quantifying the Complexity of IT Service Management Processes , 2006, DSOM.

[7]  Yixin Diao,et al.  IT service management automation - A hybrid methodology to integrate and orchestrate collaborative human centric and automation centric workflows , 2007, IEEE International Conference on Services Computing (SCC 2007).

[8]  R. Kaplan,et al.  The balanced scorecard--measures that drive performance. , 2015, Harvard business review.

[9]  F. C. P. Motta.  The theory of communicative action , 1991 .

[10]  Akhil Sahai,et al.  Automated policy-based resource construction in utility computing environments , 2004, 2004 IEEE/IFIP Network Operations and Management Symposium (IEEE Cat. No.04CH37507).

[11]  Rami R. Razouk,et al.  Performance Analysis Using Timed Petri Nets , 1984, PSTV.

[12]  Dzenana Donko.  Model for Support of the Normatively Regulated Organizational Activities , 2003 .

[13]  Segev Wasserkrug,et al.  Autonomic self-optimization according to business objectives , 2004, International Conference on Autonomic Computing, 2004. Proceedings..

[14]  Jeanette Nasem Morgan.  A Roadmap of Financial Measures for IT Project ROI , 2005, IT Prof..

[15]  C. Petri.  Kommunikation mit Automaten , 1962 .

[16]  Management ™ are Trademarks of SAP AG. The Management Cockpit ™ is a Trademark of SAP AG, originally created by Prof. , 2022 .

[17]  J. T. M. van Der Zee,et al.  Alignment Is Not Enough: Integrating Business and Information Technology Management with the Balanced Business Scorecard , 1999, J. Manag. Inf. Syst..

[18]  Rüdiger Zarnekow,et al.  ITIL as common practice reference model for IT service management: formal assessment and implications for practice , 2005, 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service.

[19]  Heinz-Theo Wagner,et al.  Managing the Impact of IT on Firm Success: The Link between the Resource-Based View and the IT Infrastructure Library , 2006, Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06).