The role of decision-making support systems in IT service management processes
Intelligent Decision Technologies - IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach
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Service levels represent an important concept that can be applied toward the solution of difficult problems surrounding communications between users and providers of data processing services. In this paper, this concept is described in terms of the architecture, which defines the scope and structure of service information. The paper further translates the architecture into data processing terminology by presenting the data-base structure and data elements related to service levels. The paper also addresses the post-processing of the data base, a step essential to properly communicating service-level information.