衡量使用ITSM的有效性和效率，以改善IT服务

2017 International Conference on Information Management and Technology (ICIMTech) Pub Date : 2017-11-01 DOI:10.1109/ICIMTECH.2017.8273561

A. A. Sukmandhani, B. Wijanarko, Eric Gunawan, Devriady Pratama, F. Gaol, Indrajani Sutedja

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引用次数: 3

摘要

信息技术服务管理(ITSM)对于改善向利益相关者提供的优质服务非常重要。但是要提高，是非常困难的。一个公司经常会遇到实现信息技术(IT)服务标准化的问题。本文旨在通过能力成熟度模型集成(CMMI)在组织中对IT部门进行管理，提出一种高效有效的ITSM设计方法。ITSM受IT部门的流程、性能和能力的影响。它们决定了组织内服务水平协议(SLA)的成功程度。通过文献研究和对组织管理人员和IT用户的访谈，本文认为建议采用CMMI所做的信息技术基础设施库(ITIL)实践来改进IT服务，以支持组织满足SLA。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Measurement effectiveness and efficiency to improve the IT services using ITSM

Information Technology Services Management (ITSM) is very important for improving a good service to stakeholders. But to improve, it is very difficult. A company often get a problem to achieve a standardization of Information Technology (IT) services. This paper aims to propose an effectiveness and efficiency design of ITSM through capability maturity model integration (CMMI) in an organization to manage IT division. ITSM is affected by the procedure, performance, and capability of IT division. They determine the success level of the Services Level Agreement (SLA) within the organization. Derived from literature studies and interviews from the organization management member and the IT user, the paper argue that the practice of information technology infrastructure library (ITIL) done by CMMI is recommended to improve the IT services to support an organization to meet SLA.

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2017 International Conference on Information Management and Technology (ICIMTech)

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