Case study on IT service management process evaluation framework based on ITIL
Min Liu, Zhiheng Gao, Weiping Luo, Jiangping Wan · 2011
This paper study the IT service management framework and associated processes' definition, operation and the management methods of DC Company based on Information Technology Infrastructure Library (ITIL). Key performance indicators (KPI) and the service level agreement are applied to DC Company, both KPI evaluation framework and its weights are determined. Finally, IT management process evaluation framework is analyzed.