TY - GEN
T1 - IT service incident management model decision based on ELECTRE III
AU - Zhao, Guoxiang
AU - Yang, Shanlin
PY - 2013
Y1 - 2013
N2 - ISO/IEC 20000: 2011 and ITIL v3 provide reference process management strategy for IT service practice. However, because of the variety of IT services, process management is difficult to establish an accurate quantitative process model. Since the core of IT service quantitative management is managing processes quantitatively, it is necessary to establish a quantitative model for process management. However, excessive metrics in process model have increased the complexity and uncertainty of the model. In this paper, real data is measured and collected to establish measurement model set, and ELECTRE III method is used for model decision. Experiment shows that ELECTRE method can meet the decision needs of enterprises for multi-attribute objectives, and the model decision result has a fairly high goodness-of-fit score.
AB - ISO/IEC 20000: 2011 and ITIL v3 provide reference process management strategy for IT service practice. However, because of the variety of IT services, process management is difficult to establish an accurate quantitative process model. Since the core of IT service quantitative management is managing processes quantitatively, it is necessary to establish a quantitative model for process management. However, excessive metrics in process model have increased the complexity and uncertainty of the model. In this paper, real data is measured and collected to establish measurement model set, and ELECTRE III method is used for model decision. Experiment shows that ELECTRE method can meet the decision needs of enterprises for multi-attribute objectives, and the model decision result has a fairly high goodness-of-fit score.
KW - ELECTRE Decision
KW - IT Service Management
KW - Incident Management
KW - Quantitative Model
UR - https://www.scopus.com/pages/publications/84893670941
U2 - 10.1109/ICIII.2013.6702987
DO - 10.1109/ICIII.2013.6702987
M3 - 会议稿件
AN - SCOPUS:84893670941
SN - 9781479939855
T3 - Proceedings of 2013 6th International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2013
SP - 514
EP - 517
BT - Proceedings of 2013 6th International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2013
T2 - 2013 6th International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2013
Y2 - 23 November 2013 through 24 November 2013
ER -