Home // ICSEA 2013, The Eighth International Conference on Software Engineering Advances // View article
Authors:
Antti Suhonen
Sanna Heikkinen
Mika Kurenniemi
Marko Jäntti
Keywords: IT service management; ITIL; continual service improvement; service level management; service level agreement
Abstract:
IT organizations’ needs to reduce costs and maximize the efficiency and effectiveness of IT services have become essential factors for success. Processes, functions, and services require continual improvement in order to generate positive business results and high levels of customer satisfaction. This article presents the results of a process improvement case study carried out in the Information System Management (ISM) unit of the Finnish Tax Administration. The researchers focused on improving the ISM unit’s service level management (SLM) process to increase employee and customer satisfaction. The research problem of this study is this: how to implement the Information Technology Infrastructure Library (ITIL) based SLM process to improve organization’s efficiency? The main contributions of this paper are: 1) defining how to implement the ITIL-based SLM practices by using the Keys to IT Service Management Excellence Technique (KISMET) model to increase organization’s efficiency, and 2)providing the lessons learned from improving SLM practices.
Pages: 457 to 464
Copyright: Copyright (c) IARIA, 2013
Publication date: October 27, 2013
Published in: conference
ISSN: 2308-4235
ISBN: 978-1-61208-304-9
Location: Venice, Italy
Dates: from October 27, 2013 to October 31, 2013