Name
Title | ||
|---|---|---|
Capturing the Quality and Business Value of IT Services Using a Business-Driven Model. |
Abstract | ||
|---|---|---|
In an IT Service Management setting, current approaches to support Continual Service Improvement (CSI) suffer from many deficiencies, including lack of or weak visibility of business impacts, no modeling of uncertainty, difficulty in combining heterogeneous metrics, among others. The result is that CSI activities typically rely on unstructured procedures based on weak data. We offer a model to cap... |
Year | DOI | Venue |
|---|---|---|
2012 | 10.1109/TNSM.2011.081512.120272 | IEEE Transactions on Network and Service Management |
Keywords | Field | DocType |
Quality of service,Information technology,Organizational aspects,Numerical models,Fuzzy models | Information Technology Infrastructure Library,Business value,Service quality,Face validity,Computer science,Information technology,Quality of service,Knowledge management,Risk analysis (engineering),IT service management,Quality management,Distributed computing | Journal |
Volume | Issue | Citations |
9 | 4 | 0 |
PageRank | References | Authors |
0.34 | 15 | 3 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Alberto S. Lima | 1 | 18 | 4.13 |
| Jacques Philippe Sauvé | 2 | 247 | 25.06 |
| José Neuman de Souza | 3 | 493 | 64.45 |