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Authors:
Mohammad Kajbaf
Negar Madani
Ali Suzangar
Shirin Nasher
Mehrdad Kalantarian
Keywords: service management, continual service improvement, service reporting
Abstract:
In this paper, an IT service reporting framework has been presented to help organizations in implementing IT service improvement process in accordance with ISO/IEC 20000 PDCA-cycle and reporting requirements. It defines six types of reports and includes guidelines for automation of these different types. Afterward, a process for reporting by focusing on defining report templates based on the organization requirements is provided. Proposed report types, process flow, ARCI matrix, and, process integration points as a general IT service reporting framework, helps organizations to organize their communication using reports.
Pages: 18 to 23
Copyright: Copyright (c) IARIA, 2011
Publication date: February 23, 2011
Published in: conference
ISSN: 2308-3956
ISBN: 978-1-61208-116-8
Location: Gosier, Guadeloupe, France
Dates: from February 23, 2011 to February 28, 2011