Naslov
Planning Service Level Management Process using the Balanced Scorecard

Autori
Kozina, Melita

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Proceedings of the 19th Central European Conference on Information and Intelligent Systems (CECIIS 2008) / Aurer, Boris ; Bača, Miroslav ; Rabuzin, Kornelije - Varaždin : Fakultet organizacije i informatike Sveučilišta u Zagrebu, 2008, 195-202

ISBN
978-953-6071-04-3

Skup
19th Central European Conference on Information and Intelligent Systems (CECIIS 2008)

Mjesto i datum
Varaždin, Hrvatska, 24.09.2008. - 26.09.2008

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Service Level Agreement (SLA); Service Level Management (SLM); Balanced Scorecard (BSC); IT Balanced Scorecard (IT BSC); SLM Balanced Scorecard
(Service Level Agreement (SLA); Service Level Management (SLM); Balanced Scorecard (BSC); IT Balanced Scorecard (IT BSC); SLM Balanced Scorecard.)

Sažetak
In the past, many IT organizations were internally focused on technical issues. These days, businesses have high expectations towards the quality of IT services and these expectations change with time. Furthermore, IT organizations have to provide the quality of IT services related to the business requirements and to concentrate on customer oriented approach. Service Level Management (SLM) process is used to ensure that adequate levels of services are delivered to all IT users in accordance with business needs and priorities within acceptable level of quality and costs. The goal of this paper is to analyze how organizations can apply Balanced Scorecard concept for planning SLM process because planning and implementation effective SLM process is a complex task requiring adequate resources.

Izvorni jezik
Engleski

Znanstvena područja
Informacijske i komunikacijske znanosti

POVEZANOST RADA