Home // International Journal On Advances in Systems and Measurements, volume 3, numbers 3 and 4, 2010 // View article

Establishing a Measurement System for IT Service Management Processes: A Case Study

Authors:
Marko Jäntti
Antti Lahtela
Jukka Kaukola

Keywords: IT service management, metrics, measurement, system

Abstract:
IT service providers need effective and efficient methods how to design, manage, support and measure IT services. IT Infrastructure Library (ITIL) is the most widely used IT service management framework. It consists of best practices that can be used in implementing, for example service support processes, such as incident management and problem management. Although IT service management frameworks and standards provide some guidelines for measuring IT services, many IT organizations consider service measurement as a difficult task. The research problem in this paper is how the measurement of the IT service support processes can be improved? The main contribution of this study is to 1) describe the implementation process of the ITIL-based IT service management measurement system (ITSM-MS), 2) describe the system architecture and the main functions of the ITSM-MS, 3) propose a framework for measuring IT services and 4) present the lessons learnt from the ITSM-MS implementation process. The ITSM-MS can be used to measure the performance of IT service support processes. The measurement system was developed in cooperation between a software engineering research project and a large IT service provider company in Finland.

Pages: 125 to 136

Copyright: Copyright (c) to authors, 2010. Used with permission.

Publication date: April 6, 2011

Published in: journal

ISSN: 1942-261x