continual service improvement using balanced scorecard
TELE-INFO'09 Proceedings of the 8th Wseas international conference on Telecommunications and informatics
Measurement of service effectiveness and establishment of baselines
WSEAS Transactions on Information Science and Applications
Proceedings of the International Conference on Management of Emergent Digital EcoSystems
Decentralised QoS-management in service oriented architectures
DAIS'08 Proceedings of the 8th IFIP WG 6.1 international conference on Distributed applications and interoperable systems
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This paper proposes using financial loss functions to estimate the impact that IT Service Level Agreements (SLAs) have on business process performance. For that, an organizing framework based on Balanced Scorecard concepts is first presented to tie those functions to strategic business processes; and then, the impact of service levels on business performance is estimated using quantitative techniques from management science. The result is a quantitative approach for SLA objective setting and investment allocation to improve business results. The approach serves as decision support for investment policies within an ITIL Financial Management for IT Services context. Application to the case of a drugstore chain showed that the approach is instrumental in analyzing complex IT servicebusiness process interdependency scenarios. The approach helped the chain's executives identify and recommend which IT services should receive investments.