Frameworks for business-driven service level management a criteria-based comparison of ITIL and NGOSS

Second IEEE/IFIP International Workshop on Business-Driven IT Management, BDIM 2007

Volumn , Issue , 2007, Pages 65-74

  Schaaf, Thomas ^a  

^a UNIVERSITY OF MUNICH   (Germany)

Author keywords

[No Author keywords available]

Indexed keywords

INFORMATION SERVICES; INFORMATION TECHNOLOGY; QUALITY OF SERVICE;

SERVICE LEVEL AGREEMENTS (SLA); SERVICE LEVEL MANAGEMENT (SLM);

INFORMATION MANAGEMENT;

EID: 34748904086     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/BDIM.2007.375013     Document Type: Conference Paper

References (13)

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3. Office of Government Commerce (OGC), Ed., Best Practice for Service Delivery, ser. IT Infrastructure Library (ITIL). Norwich, UK: The Stationary Office, 2001.
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10. Tele Management Forum (TMF), Ed., SLA Management Handbook: Volume 2 - Concepts and Principles, ser. NGOSS SLA Management Handbook. Morristown, USA: Tele Management Forum (TMF), 2005.
11. _, SLA Management Handbook: Volume 3 - Service and Technology Examples, ser. NGOSS SLA Management Handbook. Morristown, USA: Tele Management Forum (TMF), 2005.
12. M. Sailer, "Towards a Service Management Information Base," in IBM PhD Student Symposium at ICSOC05, Amsterdam, Netherlands, Dec. 2005.
13. C. Bartolini, A. Boulmakou, A. Christodoulou, A. Farrell, M. Salle, and D. Trastour, "Management by Contract: IT Management driven by Business Objectives," in Proceedings of the 11th Workshop of the HP OpenView University Association (HPOVUA 2004), vol. 2004, Paris, France, Jun. 2004.