Authors:
Bianca Trinkenreich
and
Gleison Santos
Affiliation:
Universidade Federal do Estado do Rio de Janeiro (UNIRIO), Brazil
Keyword(s):
Measurement, Key Performance Indicator, IT Service Quality, Maturity Models, Case Study.
Related
Ontology
Subjects/Areas/Topics:
Enterprise Information Systems
;
Information Systems Analysis and Specification
;
Software Metrics and Measurement
Abstract:
Background: Maturity models for IT service require proper identification of critical business process and
definition of relevant metrics to support decision-making, but there is no clear direction about what should
be those critical business processes and metrics. Aims: This is part of a research in progress concerning the
identification of adequate metrics to be used by organizations deploying IT service maturity models. We
have conducted a systematic mapping study to answer: (i) What metrics are being suggested for IT service
quality improvement projects? and (ii) How do they relate to IT service maturity models processes? In this
paper, we aim to answer new research questions: (iii) What kind of relationship exist between processes that
appear in derived metrics that include more than one process? (iv) Which of literature suggested metrics are
being used by organizations? Method: We have conducted a case study in industry. Results: From
relationship found between mapping study met
rics, we had analysed those ones used by organization that
had available data, but we could not evidence a correlation between them, even being related. However, as a
result of this analysis, we had confirmed the need to evaluate IT services through multiple metrics or define
metrics in a way that the same metric be able to present different aspects about IT services management, in
order to provide a comprehensive approach about the organization scenario.
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