Measuring information technology service levels: A literature review

F. Schorr*, L. Hvam

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Abstract

Due to their growing dependency on information technology (IT), firms have realised the need for IT services that optimally support the firms' business processes. To provide optimal service performance, the firms' IT departments must continuously manage IT service levels using suitable metrics. As IT services consist of a combination of technology, people, and processes, defining appropriate service level metrics has been a complex problem to solve for both researchers and IT managers. Using a systematic literature approach, we investigate the metrics that IT departments should utilise to measure IT service levels. This analysis suggests that service availability and responsiveness metrics are the most commonly employed metrics for approximating the IT service level. In the literature, we observe the need and trend to measure the impact of IT service levels on business performance and user satisfaction.
Original languageEnglish
Title of host publication2020 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)
Number of pages5
PublisherIEEE
Publication date2021
Pages265-269
ISBN (Electronic)978-1-5386-7220-4
DOIs
Publication statusPublished - 2021
Event2020 IEEE International Conference on Industrial Engineering and Engineering Management - , Singapore
Duration: 14 Dec 202017 Dec 2020

Conference

Conference2020 IEEE International Conference on Industrial Engineering and Engineering Management
Country/TerritorySingapore
Period14/12/202017/12/2020

Keywords

  • IT service management
  • IT service level
  • Metrics

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