2012 Eighth International Conference on the Quality of Information and Communications Technology (2012)
Lisbon, TBD, Portugal Portugal
Sept. 3, 2012 to Sept. 6, 2012
Providing constant IT services quality has become fundamental for organisations to achieve success and customer satisfaction. Information Technology Service Management's (ITSM) main goal is to guarantee IT services quality. Information Technology Infrastructure Library (ITIL) has become the most adopted best practice framework to implement ITSM within organisations. However, organisations often fail to identify the service compromising the quality of services delivered. ITIL does not provide the answer. We propose a method to identify services through incidents based on a reference catalogue. The contribution of the paper is to help organisations deliver IT services with quality within an organisation. The proposal was evaluated in real-world settings using Design Science Research Methodology (DSRM) and positive results were achieved.
Service Identification Method, service identification, IT Services Reference Catalogue, incident
Maria do Mar Rosa, Nelson Gama, Miguel Mira da Silva, "A Method for Identifying IT Services Using Incidents", 2012 Eighth International Conference on the Quality of Information and Communications Technology, vol. 00, no. , pp. 172-177, 2012, doi:10.1109/QUATIC.2012.13