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Proposing a comprehensive framework for ITSM efficiency
University of Borås, School of Business and IT.
2013 (English)Independent thesis Advanced level (degree of Master (Two Years))Student thesis
Abstract [en]

Nowadays, the main concern for IT-related service sector in organizations is to improve IT-Service Management (ITSM) by reducing cost of service in conjunction with growing in their efficiency and effectiveness. Particularly in IT firms, these concerns are much more imperative where the ITSM framework is the main section of providing service and feedback to managers. However, a challenge is that this significant service segment is ineffective by customers (I.e. IT managers) since IT maintenance and IT operations are unnoticed by IT related research. Academia together with industry demand a better knowledge and information of IT service management to work closely in order to improve efficiency and effectiveness of the system function. In this research study, it is attempted to review the situation of ITSM framework (I.e., Metrics) about evaluation method based on Key Performance Indicators (KPIs) and best practices for IT-Service Management process in DB Schenker and to compare them with other corporations. At first, the researcher has done an extensive literature review on the earlier works of Metrics for IT Service Management. After extracting needed information, it is governed in an innovative way to make it more effective and efficient, then run a case study for better understanding of the real situation and to compare literature and real world. The researchers mainly choose Swedish companies as successful companies in IT management to review ITSM framework (i.e. KPIs).

Place, publisher, year, edition, pages
University of Borås/School of Business and IT , 2013.
Series
Masteruppsats ; 2013MASI05
Keywords [en]
Comprehensive framework for ITSM, ITISM metrics, ITIL framework, Quality of Service
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:hb:diva-17238Local ID: 2320/12479OAI: oai:DiVA.org:hb-17238DiVA, id: diva2:1309142
Note
Program: Masterutbildning i InformatikAvailable from: 2019-04-30 Created: 2019-04-30

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CiteExportLink to record
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Citation style
  • apa
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  • de-DE
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Output format
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