Cart (Loading....) | Create Account
Close category search window
 

Model Concept to Determine the Optimal Maturity of IT Service Management Processes

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Deutscher, J.-H. ; Dept. of Inf. Sci., Tech. Univ. Bergakad. Freiberg, Freiberg, Germany ; Felden, C.

Mature processes allow the provision of high quality services at competitive cost. However, the highest level is not generally desirable for each process, because the development and continuation of mature processes requires expenditures. Thus, the level of maturity has to be determined in a case dependent manner. This with regard to minimize the total cost of running IT Service Management (ITSM) processes. This paper presents a model-based concept that offers support in determining the optimal maturity for ITSM processes. It is intended for application in an IT operations field wherein the ISO 20000 standard is relevant. The validation process is supported by a prototype created in Mat lab-Simulink. In order to allow further validation, the model concept was implemented as java desktop application that successfully passed a conducted use case validation.

Published in:

Computer and Information Science, 2009. ICIS 2009. Eighth IEEE/ACIS International Conference on

Date of Conference:

1-3 June 2009

Need Help?


IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.