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Towards business-driven continual service improvement

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5 Author(s)
Alberto Sampaio Lima ; Federal University of Ceará (UFC) Fortaleza, Brazil ; J. Neuman de Sousa ; J. Augusto Oliveira ; Jacques Sauvé
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The context: Results of performance evaluations of IT services are frequently based on technical metrics collected using tools. Subjective and uncertainty aspects, however, are disregarded or infrequently used. The problem: How to estimate the quality percent of an IT service, in order to provide a continual activity in the service life cycle, linked to a business-driven service improvement strategy. Our proposed solution: In this work we propose a model to quantify IT services quality percent in a time snapshot which can be used to improve IT service-related management activities.

Published in:

Network Operations and Management Symposium Workshops (NOMS Wksps), 2010 IEEE/IFIP

Date of Conference:

19-23 April 2010