Metrics to Support IT Service Maturity Models - A Systematic Mapping Study

Bianca Trinkenreich, Gleison Santos, Monalessa Perini Barcellos


Background: Maturity models for IT service such as CMMI-SVC and MR-MPS-SV requires identification of critical business process and definition of relevant metrics to support decision-making, but there is no clear direction or strict suggestion about which should be those processes and metrics. Aims: We aim to identify adequate metrics to be used by organizations deploying IT service maturity models and the relationship between those metrics and processes of IT service maturity models or standards. Research questions are: (i) Which metrics are being suggested for IT service quality improvement projects? (ii) How do they relate to IT service maturity models processes? Method: We have defined and executed a systematic mapping review protocol. A specialist on systematic mapping review and IT service maturity models evaluated the protocol and its results. Results: Of 114 relevant studies, 13 addressed the research questions. All of them presented quality metrics, but none presented tools or techniques for metrics identification. Conclusions: We identified 133 metrics, 80 related to specific processes areas of service maturity models. Even being a broad result, not all models aspects were considered in this study.


  1. Davenport, T., 2013. Process Innovation: Reengineering Work Through Information Technology. Harvard Business Press.
  2. Forrester, E., Buteau, B., Shrum, S., 2010. CMMI For Services, Guidelines for Superior Service. CMMI-SVC Version 1.3 2nd Edition. SEI. Addison-Wesley.
  3. ISACA, 2012. COBIT 5 - Control Objectives Management Guidelines Maturity Models: A Business Framework for the Governance and Management of Enterprise IT. Information Systems Audit and Control Association, USA.
  4. ISO/IEC, 2011. ISO/IEC 20.000-1: Information Technology - Service Management - Part 1: Service management system requirements. International Standard Organization/International Electrotechnical Commission, Switzerland.
  5. Kalinowski, M.,Weber, K. C., Franco, N., Barroso, E., Duarte, V., Zanetti, D., Santos, G., 2014. Results of 10 Years of Software Process Improvement in Brazil Based on the MPS-SW Model. 9th Int. Conf. on the Quality in Information and Communications Technology (QUATIC), Guimarães, Portugal, 2014.
  6. Kitchenham, B, Charters, S., 2007. Guidelines for performing systematic literature reviews in software engineering. Tech. EBSE-2007-01 Keele University.
  7. Lepmets, M., Ras, E., Renault, A., 2011 “A Quality Measurement Framework for IT Services”, SRII Global Conference.
  8. Lepmets, M., Cater-Steel, A., Gacenga, F., Ras, E., 2012. “Extending the IT Service Quality Measurement Framework through a Systematic Literature Review”, SRII Global Conference.
  9. Lepmets, M., Mesquida, A., Cater-Steel, A., Mas, A., Ras, E., 2013. “The Evaluation of the IT Service Quality Measurement Framework in Industry“, Global Journal of Flexible Systems Management - Volume 15.
  10. Liu, M., Zhiheng, G., Weiping, L, Jiangping, W., 2011. “Case Study on IT Service Management Process Evaluation Framework Based on ITIL”. International Conference on Business Management and Electronic Information.
  11. McGarry, J., Card D., Jones, C., Layman, B., Clark, E., Dean, J., Hall, F., 2002. Practical Software Measurement: Objective Information for Decision Makers. Assison Wesley.
  12. Niessink, F., Clerc, V., Tijdink, T., Vliet, H., 2005. The IT Service Capability Maturity Model - IT Service CMM, version 1.0RC1.
  13. Parasuraman, A. Zeithaml, L. Berry, 1985. A conceptual model of service quality and its implications for future research Journal of Marketing, vol. 49, pp. 41-50.
  14. Softex, 2012a. MPS.BR - Guia Geral MPS de Serviços. Available at (Portuguese and Spanish)
  15. Softex, 2012b, MPS.BR - Guia Geral MPS de Software. Available at (Portuguese and Spanish).
  16. Solingen, R., Berghout, E., 1999. The Goal Question Metric Method: A Practical Guide for Quality Improvement of Software Development McGraw-Hill.
  17. Trinkenreich, B., Santos, G., 2015 “Metrics to Support IT Service Maturity Models - A Case Study”, 17th International Conference on Enterprise Information Systems (ICEIS), Barcelona, Spain.
  18. TSO (The Stationery Office), 2011. An Introductory Overview of ITIL. Available at
  19. Wohlin, C., Runeson, P., Höst, M., Regnell, B., Wesslén, A., 2012 Experimentation in Software Engineering, Springer, ISBN: 978-3642290435.

Paper Citation

in Harvard Style

Trinkenreich B., Santos G. and Perini Barcellos M. (2015). Metrics to Support IT Service Maturity Models - A Systematic Mapping Study . In Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-097-0, pages 330-337. DOI: 10.5220/0005376003300337

in Bibtex Style

author={Bianca Trinkenreich and Gleison Santos and Monalessa Perini Barcellos},
title={Metrics to Support IT Service Maturity Models - A Systematic Mapping Study},
booktitle={Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},

in EndNote Style

JO - Proceedings of the 17th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Metrics to Support IT Service Maturity Models - A Systematic Mapping Study
SN - 978-989-758-097-0
AU - Trinkenreich B.
AU - Santos G.
AU - Perini Barcellos M.
PY - 2015
SP - 330
EP - 337
DO - 10.5220/0005376003300337