Metrics to Support It Service Maturity Models - A Case Study

Bianca Trinkenreich, Gleison Santos

2015

Abstract

Background: Maturity models for IT service require proper identification of critical business process and definition of relevant metrics to support decision-making, but there is no clear direction about what should be those critical business processes and metrics. Aims: This is part of a research in progress concerning the identification of adequate metrics to be used by organizations deploying IT service maturity models. We have conducted a systematic mapping study to answer: (i) What metrics are being suggested for IT service quality improvement projects? and (ii) How do they relate to IT service maturity models processes? In this paper, we aim to answer new research questions: (iii) What kind of relationship exist between processes that appear in derived metrics that include more than one process? (iv) Which of literature suggested metrics are being used by organizations? Method: We have conducted a case study in industry. Results: From relationship found between mapping study metrics, we had analysed those ones used by organization that had available data, but we could not evidence a correlation between them, even being related. However, as a result of this analysis, we had confirmed the need to evaluate IT services through multiple metrics or define metrics in a way that the same metric be able to present different aspects about IT services management, in order to provide a comprehensive approach about the organization scenario.

Paper Citation

in Harvard Style

Trinkenreich B. and Santos G. (2015). Metrics to Support It Service Maturity Models - A Case Study . In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-097-0, pages 395-403. DOI: 10.5220/0005398003950403

in Bibtex Style

@conference{iceis15,
author={Bianca Trinkenreich and Gleison Santos},
title={Metrics to Support It Service Maturity Models - A Case Study},
booktitle={Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2015},
pages={395-403},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005398003950403},
isbn={978-989-758-097-0},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Metrics to Support It Service Maturity Models - A Case Study
SN - 978-989-758-097-0
AU - Trinkenreich B.
AU - Santos G.
PY - 2015
SP - 395
EP - 403
DO - 10.5220/0005398003950403