Integrated evaluation framework for IT service management

Mateja Zalar Oblak (2016) Integrated evaluation framework for IT service management. MSc thesis.

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Abstract

Various standards, models and best practices are available for successful and efficient information technology (IT) service management, to be used by organizations in planning and deployment of improvements in IT service management. Before introducing the actions recommended by those standards, models and best practices, it is necessary to evaluate the current state of IT service management in the organization. Existing evaluation models and tools for evaluation of IT service management mostly focus only on the evaluation of compliance of IT service management with the requirements and recommendations of standards and best practices covering that field. They do not take into account sociological, technical and other characteristics of the organization being evaluated, nor do they adapt to its business needs and restrictions. This work’s intention is to develop an evaluation framework for an integrated evaluation of IT service management, which includes evaluation of IT services and related processes of IT service management covering technical, sociological and business aspects as well as compliance with standards and best practices. In this thesis we explore existing models and tools for evaluation of IT service management. Using design science research methodology and starting from identified weaknesses of existing evaluation models and tools, we build an evaluation framework which can be adapted to fit the business needs and specific requirements of the organization being evaluated. The framework is intended for integrated evaluation of the current state of IT service management in the organization in question. To obtain a comprehensive evaluation, the framework includes all stakeholders of the organization’s IT service management system. We verify the usefulness of the developed framework with a case study in a selected organization. The management of the organization’s IT department has confirmed the appropriateness and usefulness of the evaluation framework. Using the framework, the management obtained integrated information on current state and possible improvements in IT service management which they were not previously aware of and which could aid in making decisions on further improvements in that area.

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