Pregled bibliografske jedinice broj: 864011
Quality improvement in practice of IT service management
Quality improvement in practice of IT service management // Book of Proceedings of 19th International Scientific Conference on Economic and Social Development, ESD Conference / Goran Kozina, Laura Juznik Rotar, Daniel Tomic (ur.).
Varaždin: VADEA ; Victoria University, Melbourne Australia ; Faculty of Management University of Warsaw ; Sveučilište Sjever, 2017. str. 231-240 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)
CROSBI ID: 864011 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Quality improvement in practice of IT service management
Autori
Kozina, Melita
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni
Izvornik
Book of Proceedings of 19th International Scientific Conference on Economic and Social Development, ESD Conference
/ Goran Kozina, Laura Juznik Rotar, Daniel Tomic - Varaždin : VADEA ; Victoria University, Melbourne Australia ; Faculty of Management University of Warsaw ; Sveučilište Sjever, 2017, 231-240
Skup
19th International Scientific Conference on Economic and Social Development ESD Conference
Mjesto i datum
Melbourne, Australija, 09.02.2017. - 10.02.2017
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
IT Service Management practice, ITIL, Assessment of the quality level of IT Service Management practice, CMMI-SVC
Sažetak
The practice of IT service management is increasingly implemented within the modern business companies. Based on the information and communication tehcnology (ICT), IT services have a great influence on the performance potential of the business processes and provide the business outcomes within the business company. There are different standards to implement IT service management practice such as ITIL (IT Infrastrucure Library) and ISO/IEC 20000. Furthermore, there are different models for the assessment the actual level of the quality of the IT service management practice as well as the guidelines for increasing its quality. The purpose of the paper is to analyze the practice of IT service management according to existing ITIL standard as well as to assess the existing level of IT service management quality within the concrete business company using the Capability Maturity Model Integration for Services (CMMI-SVC). The obtained results of the research will be an useful contribution to managers in the decision making processes related to the implementation of IT service management practice.
Izvorni jezik
Engleski
Znanstvena područja
Informacijske i komunikacijske znanosti
POVEZANOST RADA
Ustanove:
Fakultet organizacije i informatike, Varaždin
Profili:
Melita Kozina
(autor)
Citiraj ovu publikaciju:
Časopis indeksira:
- Web of Science Core Collection (WoSCC)
- Conference Proceedings Citation Index - Social Sciences & Humanities (CPCI-SSH)
