Keeping score: measuring ITSM performance (original) (raw)

Approaches to ITSM level measurement and evaluation

SHS Web of Conferences

The paper examines ITSM (IT Service Management) which is based on the internationally accepted ITIL standard (IT Infrastructure Library). Within the domain of ITSM special attention is given to constant improvements in IS/IT services. The aim of the paper is to identify and characterise ITSM metrics and metrics models among which ITSM Maturity Models play an important role. Standard methods of scientific work such as analysis, synthesis, comparison and selection are used for the paper. The main findings are based on the analysis of literature proving the importance of effective IS/IT service management in supporting the business goals of enterprises and organisations. Several authors criticised the extent and detailed character of ITIL.They suggested solving the problems of SME sector by simplifying the processes of ITSM implementation. This is closely related to the proposed system of ITSM metrics and metrics models. The paper provides a detailed elaboration of complex metrics mode...

Business Value of ITSM. Requirement or Mirage?

arXiv:2001.00219 [cs.SE], 2020

This paper builds on a presentation provided as part of a recent panel session on ITSM (IT Service Management) Business Value at the NYC itSMF (Service Management Forum) Local Interest Group meeting. The panel presentation explored the definition of Business Value and how ITSM itself could be measured to produce business value. While ITSM and ITIL have been in use for years it often remains a challenge to demonstrate the business value of these methods or even to understand business value itself. This paper expands on the panel discussion on what is meant by business value and how it can be found-if at all-in the context of ITSM development and process improvement. Index Terms—IT Service Management, ITSM, ITIL, ITIL 4, DevOps, IT Operations, Process Engineering, Process Improvement, Quality, Business Value, Metrics, GQM, Lean, Cost of Quality, Capability Maturity Models.

20P. Concept for Identification of Improvement Opportunities Provided by ITSM Frameworks to Address Specific Needs of Organizations

2010

Process improvements within ITSM are guided by prescriptions of frameworks like ITIL and ISO 20000. Since improvements cause costs, they need to be beneficial to the respective organization. This means to implement ITSM process improvement frameworks according to the specific needs of organizations. In this research in progress a concept is presented that supports this approach by sharing knowledge to facilitate process improvements. The concept is successfully validated by an industry case for the ISO 20000 standard.

A performance measurement framework for IT service management

PhD Dissertation, 2013

The study provides a comprehensive literature review on the performance measurement of ITSM. A review of the existing industry and academic literature showed a gap in theory for performance measurement of ITSM. There was also a lack of a contextualised performance measurement framework for ITSM. The study developed categories for types of organisation level and process level ITSM, and categories for types of ITSM performance metrics. The performance measurement framework developed by the study is structured using the Balanced Scorecard (BSC) and can be used to quantify benefits and link organisational level benefits and metrics with process level metrics. The developed framework includes a consolidated ITSM metrics catalogue structure. The study identified the internal and external organisational factors that influence the selection of ITSM performance metrics and proposes a contingency theory for the performance measurement of ITSM. The study makes theoretical and practical contributions in ITSM performance measurement by extending ITSM performance measurement theory, IS design theory and developing a holistic multi-level ITSM performance measurement framework that can be used by organisations. This dissertation is a result of a study funded by an Australian Research Council (ARC) linkage project grant in partnership with Queensland Health (QH) and the IT Service Management Forum (itSMF) Australia. The study contributes to the linkage project by addressing the complex interactions of benefits, performance metrics and methods to enable Chief Information Officers (CIOs) and IT service managers to measure the performance of IT service management.