InfoSys 2026 Congress
March 08, 2026 to March 12, 2026 - Valencia, Spain

  • ICNS 2026, The Twenty-Second International Conference on Networking and Services
  • ICAS 2026, The Twenty-Second International Conference on Autonomic and Autonomous Systems
  • ENERGY 2026, The Sixteenth International Conference on Smart Grids, Green Communications and IT Energy-aware Technologies
  • WEB 2026, The Fourteenth International Conference on Building and Exploring Web Based Environments
  • DBKDA 2026, The Eighteenth International Conference on Advances in Databases, Knowledge, and Data Applications
  • SIGNAL 2026, The Eleventh International Conference on Advances in Signal, Image and Video Processing
  • BIOTECHNO 2026, The Eighteenth International Conference on Bioinformatics, Biocomputational Systems and Biotechnologies
  • AIHealth 2026, The Third International Conference on AI-Health

InfoWare 2026 Congress
March 08, 2026 to March 12, 2026 - Valencia, Spain

  • ICCGI 2026, The Twenty-First International Multi-Conference on Computing in the Global Information Technology
  • ICWMC 2026, The Twenty-Second International Conference on Wireless and Mobile Communications
  • VEHICULAR 2026, The Fifteenth International Conference on Advances in Vehicular Systems, Technologies and Applications
  • INTERNET 2026, The Eighteenth International Conference on Evolving Internet
  • COLLA 2026, The Sixteenth International Conference on Advanced Collaborative Networks, Systems and Applications
  • INTELLI 2026, The Fifteenth International Conference on Intelligent Systems and Applications
  • VISUAL 2026, The Eleventh International Conference on Applications and Systems of Visual Paradigms
  • HUSO 2026, The Twelfth International Conference on Human and Social Analytics
  • BRAININFO 2026, The Eleventh International Conference on Neuroscience and Cognitive Brain Information

DataSys 2026 Congress
April 19, 2026 to April 23, 2026 - Lisbon, Portugal

  • AICT 2026, The Twenty-Second Advanced International Conference on Telecommunications
  • ICIW 2026, The Twenty-First International Conference on Internet and Web Applications and Services
  • ICIMP 2026, The Twenty-First International Conference on Internet Monitoring and Protection
  • SMART 2026, The Fifteenth International Conference on Smart Cities, Systems, Devices and Technologies
  • IMMM 2026, The Sixteenth International Conference on Advances in Information Mining and Management
  • INFOCOMP 2026, The Sixteenth International Conference on Advanced Communications and Computation
  • MOBILITY 2026, The Sixteenth International Conference on Mobile Services, Resources, and Users
  • SPWID 2026, The Twelfth International Conference on Smart Portable, Wearable, Implantable and Disability-oriented Devices and Systems
  • ACCSE 2026, The Eleventh International Conference on Advances in Computation, Communications and Services

ComputationWorld 2026 Congress
April 19, 2026 to April 23, 2026 - Lisbon, Portugal

  • SERVICE COMPUTATION 2026, The Eighteenth International Conference on Advanced Service Computing
  • CLOUD COMPUTING 2026, The Seventeenth International Conference on Cloud Computing, GRIDs, and Virtualization
  • FUTURE COMPUTING 2026, The Eighteenth International Conference on Future Computational Technologies and Applications
  • COGNITIVE 2026, The Eighteenth International Conference on Advanced Cognitive Technologies and Applications
  • ADAPTIVE 2026, The Eighteenth International Conference on Adaptive and Self-Adaptive Systems and Applications
  • CONTENT 2026, The Eighteenth International Conference on Creative Content Technologies
  • PATTERNS 2026, The Eighteenth International Conference on Pervasive Patterns and Applications
  • COMPUTATION TOOLS 2026, The Seventeenth International Conference on Computational Logics, Algebras, Programming, Tools, and Benchmarking
  • BUSTECH 2026, The Sixteenth International Conference on Business Intelligence and Technology
  • AIVR 2026, The Third International Conference on Artificial Intelligence and Immersive Virtual Reality
  • CROSS-SEC 2026, The First International Conference on Cross-Domain Security in Distributed, Intelligent and Critical Systems

NexComm 2026 Congress
May 24, 2026 to May 28, 2026 - Venice, Italy

  • ICDT 2026, The Twenty-First International Conference on Digital Telecommunications
  • SPACOMM 2026, The Eighteenth International Conference on Advances in Satellite and Space Communications
  • ICN 2026, The Twenty-Fifth International Conference on Networks
  • ICONS 2026, The Twenty-First International Conference on Systems
  • MMEDIA 2026, The Eighteenth International Conference on Advances in Multimedia
  • PESARO 2026, The Sixteenth International Conference on Performance, Safety and Robustness in Complex Systems and Applications
  • CTRQ 2026, The Nineteenth International Conference on Communication Theory, Reliability, and Quality of Service
  • ALLDATA 2026, The Twelfth International Conference on Big Data, Small Data, Linked Data and Open Data
  • SOFTENG 2026, The Twelfth International Conference on Advances and Trends in Software Engineering

DigitalWorld 2026 Congress
May 24, 2026 to May 28, 2026 - Venice, Italy

  • ICDS 2026, The Twentieth International Conference on Digital Society
  • ACHI 2026, The Nineteenth International Conference on Advances in Computer-Human Interactions
  • GEOProcessing 2026, The Eighteenth International Conference on Advanced Geographic Information Systems, Applications, and Services
  • eTELEMED 2026, The Eighteenth International Conference on eHealth, Telemedicine, and Social Medicine
  • eLmL 2026, The Eighteenth International Conference on Mobile, Hybrid, and On-line Learning
  • eKNOW 2026, The Eighteenth International Conference on Information, Process, and Knowledge Management
  • ALLSENSORS 2026, The Eleventh International Conference on Advances in Sensors, Actuators, Metering and Sensing
  • SMART ACCESSIBILITY 2026, The Eleventh International Conference on Universal Accessibility in the Internet of Things and Smart Environments

IARIA Congress 2026, The 2026 IARIA Annual Congress on Frontiers in Science, Technology, Services, and Applications
July 05, 2026 to July 09, 2026 - Nice, France

DigiTech 2026 Congress
July 05, 2026 to July 09, 2026 - Nice, France

  • DIGITAL 2026, Advances on Societal Digital Transformation
  • IoTAI 2026, The Third International Conference on IoT-AI
  • GPTMB 2026, The Third International Conference on Generative Pre-trained Transformer Models and Beyond
  • AIMEDIA 2026, The Second International Conference on AI-based Media Innovation

NexTech 2026 Congress
September 27, 2026 to October 01, 2026 - Barcelona, Spain

  • UBICOMM 2026, The Twentieth International Conference on Mobile Ubiquitous Computing, Systems, Services and Technologies
  • ADVCOMP 2026, The Twentieth International Conference on Advanced Engineering Computing and Applications in Sciences
  • SEMAPRO 2026, The Twentieth International Conference on Advances in Semantic Processing
  • AMBIENT 2026, The Sixteenth International Conference on Ambient Computing, Applications, Services and Technologies
  • EMERGING 2026, The Eighteenth International Conference on Emerging Networks and Systems Intelligence
  • DATA ANALYTICS 2026, The Fifteenth International Conference on Data Analytics
  • GLOBAL HEALTH 2026, The Fifteenth International Conference on Global Health Challenges
  • CYBER 2026, The Eleventh International Conference on Cyber-Technologies and Cyber-Systems

SoftNet 2026 Congress
September 27, 2026 to October 01, 2026 - Barcelona, Spain

  • ICSEA 2026, The Twenty-First International Conference on Software Engineering Advances
  • ICSNC 2026, The Twenty-First International Conference on Systems and Networks Communications
  • CENTRIC 2026, The Nineteenth International Conference on Advances in Human-oriented and Personalized Mechanisms, Technologies, and Services
  • VALID 2026, The Eighteenth International Conference on Advances in System Testing and Validation Lifecycle
  • SIMUL 2026, The Eighteenth International Conference on Advances in System Modeling and Simulation
  • SOTICS 2026, The Sixteenth International Conference on Social Media Technologies, Communication, and Informatics
  • INNOV 2026, The Fifteenth International Conference on Communications, Computation, Networks and Technologies
  • AISyS 2026, The Third International Conference on AI-based Systems and Services

TechWorld 2026 Congress
September 27, 2026 to October 01, 2026 - Barcelona, Spain

SocSys 2026 Congress
October 25, 2026 to October 29, 2026 - Lisbon, Portugal

  • PANDEMICS ANALYTICS 2026, International Conference on Pandemics Analytics
  • PREDICTION SOLUTIONS 2026, International Conference on Prediction Solutions for Technical and Societal Systems
  • SOCIETY TRENDS 2026, International Conference on Technical Advances and Human Consequences
  • MODERN SYSTEMS 2026, International Conference of Modern Systems Engineering Solutions
  • AIVTS 2026, The Second International Conference on AI-enabled Unmanned Autonomous Vehicles and Internet of Things for Critical Services

NetWare 2026 Congress
October 25, 2026 to October 29, 2026 - Lisbon, Portugal

  • SENSORCOMM 2026, The Twentieth International Conference on Sensor Technologies and Applications
  • SENSORDEVICES 2026, The Seventeenth International Conference on Sensor Device Technologies and Applications
  • SECURWARE 2026, The Twentieth International Conference on Emerging Security Information, Systems and Technologies
  • AFIN 2026, The Eighteenth International Conference on Advances in Future Internet
  • CENICS 2026, The Nineteenth International Conference on Advances in Circuits, Electronics and Micro-electronics
  • ICQNM 2026, The Twentieth International Conference on Quantum, Nano/Bio, and Micro Technologies
  • FASSI 2026, The Twelfth International Conference on Fundamentals and Advances in Software Systems Integration
  • GREEN 2026, The Eleventh International Conference on Green Communications, Computing and Technologies
  • HEALTHINFO 2026, The Eleventh International Conference on Informatics and Assistive Technologies for Health-Care, Medical Support and Wellbeing

SustainableDigitalization 2026 Congress
October 25, 2026 to October 29, 2026 - Lisbon, Portugal

  • COCE 2026, The Third International Conference on Technologies for Marine and Coastal Ecosystems
  • CSRF 2026, The Third International Conference on Sustainable and Regenerative Farming
  • CADAT 2026, The Third International Conference on Accessible Digital Agriculture Technologies
  • CEEE 2026, The Second International Conference on Global Environment Ecosystem Equilibrium

 

ThinkMind // International Journal On Advances in Systems and Measurements, volume 3, numbers 3 and 4, 2010 // View article sysmea_v3_n34_2010_4

Establishing a Measurement System for IT Service Management Processes: A Case Study

Authors:
Marko Jäntti
Antti Lahtela
Jukka Kaukola

Keywords: IT service management, metrics, measurement, system

Abstract:
IT service providers need effective and efficient methods how to design, manage, support and measure IT services. IT Infrastructure Library (ITIL) is the most widely used IT service management framework. It consists of best practices that can be used in implementing, for example service support processes, such as incident management and problem management. Although IT service management frameworks and standards provide some guidelines for measuring IT services, many IT organizations consider service measurement as a difficult task. The research problem in this paper is how the measurement of the IT service support processes can be improved? The main contribution of this study is to 1) describe the implementation process of the ITIL-based IT service management measurement system (ITSM-MS), 2) describe the system architecture and the main functions of the ITSM-MS, 3) propose a framework for measuring IT services and 4) present the lessons learnt from the ITSM-MS implementation process. The ITSM-MS can be used to measure the performance of IT service support processes. The measurement system was developed in cooperation between a software engineering research project and a large IT service provider company in Finland.

Pages: 125 to 136

Copyright: Copyright (c) to authors, 2010. Used with permission.

Publication date: April 6, 2011

Published in: journal

ISSN: 1942-261x
SERVICES CONTACT
2010 - 2022 © ThinkMind. All rights reserved.
Read Terms of Service and Privacy Policy.