engleski

Planning Service Level Management Process using the Balanced Scorecard

In the past, many IT organizations were internally focused on technical issues. These days, businesses have high expectations towards the quality of IT services and these expectations change with time. Furthermore, IT organizations have to provide the quality of IT services related to the business requirements and to concentrate on customer oriented approach. Service Level Management (SLM) process is used to ensure that adequate levels of services are delivered to all IT users in accordance with business needs and priorities within acceptable level of quality and costs. The goal of this paper is to analyze how organizations can apply Balanced Scorecard concept for planning SLM process because planning and implementation effective SLM process is a complex task requiring adequate resources.

Service Level Agreement (SLA); Service Level Management (SLM); Balanced Scorecard (BSC); IT Balanced Scorecard (IT BSC); SLM Balanced Scorecard.

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