文章基本信息

标题：The Measurement of Optimization Performance of Managed Service Division with ITIL Framework using Statistical Process Control
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作者：Suhairi, Kasman ; Gaol, Ford Lumban
期刊名称：Journal of Networks
印刷版ISSN：1796-2056
出版年度：2013
卷号：8
期号：3
页码：518-529
DOI：10.4304/jnw.8.3.518-529
语种：English
出版社：Academy Publisher
摘要：The purpose of the Configuration Management process is carrying and all IT assets, status, configuration, and relationship between each other being well documented. This documentation is useful, among others, for some purposes. The first objective is to create clarity in the relationship between key performance indicators (KPI) an IT services with the infrastructure. Changes to the configuration of those devices would obviously very disturbing the performance of IT services. The second objective is the accuracy of the information which will be used by the Service Delivery processes. So a Service Desk staff who need to get information about how a user at a branch office to connect to the network's headquarters, linked to issues of access to certain applications. Accurate network configuration information will be helpful Service Desk staff in helping the user solve the problem. The third objective is the accuracy of the information will be used for the IT audit.PT. XYZ is a telecommunications company which relatively new and aware of the increasing competitive competition in the telecommunications industry. PT. XYZ was starting its operation in 2006. The company's ambition is to develop progressively by increasing operational performance which closely linkages between operational performance improvements company with a bottom line of the company. Thus, it is a necessity / obligation for companies in the global era of integrated telecommunications services, to focus on Quality of services (QoS) provided to its customers, in order to survive in an increasingly competitive telecommunications business.
关键词：Managed Service;ITIL;Configuration management