Quantitative Analysis of the Process Models in IT Service Provision Engineering

Guo Xiang Zhao; Xiao Yin Liu; Zhi Wei Gao

doi:10.4028/www.scientific.net/AMM.631-632.1153

Paper Titles

Knowledge Sharing Research on Web 2.0
p.1136

Networking Agglomeration Effect of E-Commerce Platform in Industry Clusters
p.1140

On the Construction of the Service Platform of the Mobile Library - Taking SUAA as a Research Model
p.1145

Personalized Customization on Science and Technology Intelligence
p.1149

Quantitative Analysis of the Process Models in IT Service Provision Engineering
p.1153

Research on Planning and Design of Unified Payment Platform in Colleges and Universities
p.1160

Research on the Impact of the Development of E-Commerce in China on the Supply and Demand for Commercial Real Estate on the Basis of Grey System Theory
p.1167

Research on the Mobile Net Business Knowledge Sharing Strategy of Fraud Evade
p.1171

Study on Tropical Agricultural Mobile E-Commerce System in Hainan
p.1174

HomeApplied Mechanics and MaterialsApplied Mechanics and Materials Vols. 631-632Quantitative Analysis of the Process Models in IT...

Quantitative Analysis of the Process Models in IT Service Provision Engineering

Abstract:

Nowadays, the provision of IT service is becoming the main business of IT enterprise operation, especially in E-commerce; however, the study on its quantitative modelling method is still in its infancy. This paper studies key subprocesses affecting IT service provision from the aspect of incident process, and provides a quantitative solution for enterprises to modular IT service by designing key subprocesses, establishing measurement metrics and process performance models across full lifecycle. In the end, the numerical analysis and measured data proves that the model has a relatively high goodness-of-fit.

You might also be interested in these eBooks

View Preview

Info:

Periodical:

Applied Mechanics and Materials (Volumes 631-632)

Pages:

1153-1159

DOI:

https://doi.org/10.4028/www.scientific.net/AMM.631-632.1153

Citation:

Cite this paper

Online since:

September 2014

Authors:

Guo Xiang Zhao, Xiao Yin Liu, Zhi Wei Gao*

Keywords:

Full Life Cycle, Incident Model, Quantitative, Service

Export:

RIS, BibTeX

Price:

Permissions CCC:

Request Permissions

Permissions PLS:

Request Permissions

Сopyright:

Citation:

* - Corresponding Author

References

[1] Ramsborg, G.C.; B Miller, D Breiter, BJ Reed & A Rushing (eds), Professional meeting management: Comprehensive strategies for meetings, conventions and events, 2008, 5th ed, Kendall/Hunt Publishing, Dubuque, Iowa. ISBN 0-7575-5212-9.

Google Scholar

[2] Atwell Williams. A Practical Guide to Service and Service Models. BMC Software. Retrieved 2 August (2012).

Google Scholar

[3] Audrey Dorofee, . etc, Incident Management Capability Metrics, CMU/SEI-2007-TR-008, Apr. (2007).

Google Scholar

[4] Barry Boehm, Chris Abts, A. Winsor Brown, Sunita Chulani, Bradford K. Clark, Ellis Horowitz, Ray Madachy, Donald J. Reifer, and Bert Steece. Software Cost Estimation with COCOMO II. Englewood Cliffs, NJ: Prentice-Hall, 2000. ISBN 0-13-026692-2.

Google Scholar

[5] ITIL V3, Qualification Scheme. OGC Official Site. Retrieved, 2011-05-02.

Google Scholar

[6] ISO/IEC 20000-1: 2011 Service management system requirements. (replacing ISO/IEC 20000-1: 2005).

DOI: 10.1109/ieeestd.2013.6517857

Google Scholar

[7] Randy A. Steinberg (2011). ITIL Service Operation. The Stationery Office. ISBN 978-0113313075.

Google Scholar

[8] Auffarth, B; Lopez-Sanchez, M.; Cerquides, J. (2010).

Google Scholar

[9] Koksalan, M., Wallenius, J., and Zionts, S. (2011). Multiple Criteria Decision Making: From Early History to the 21st Century. Singapore: World Scientific.

DOI: 10.1142/8042

Google Scholar