Towards service level engineering for IT services defining IT services from a line of business perspective

Proceedings - 2011 Annual SRII Global Conference, SRII 2011

Volumn , Issue , 2011, Pages 759-766

  Kieninger, Axel ^a   Baltadzhiev, Dian ^a   Schmitz, Björn ^a   Satzger, Gerhard ^a  

^a KARLSRUHE INSTITUTE OF TECHNOLOGY   (Germany)

Author keywords

Directly business relevant IT services; IS outsourcing; Service level agreements; Service level management

Indexed keywords

BUSINESS CUSTOMERS; BUSINESS PERSPECTIVE; BUSINESS PROCESS; COST-EFFICIENT; EMPIRICAL STUDIES; IS OUTSOURCING; IT KNOWLEDGE; IT SERVICES; PERFORMANCE METRICS; SEMI STRUCTURED INTERVIEWS; SERVICE COSTS; SERVICE LEVEL AGREEMENTS; SERVICE LEVEL MANAGEMENT; SERVICE LEVELS; SERVICE QUALITY; SERVICE SYSTEMS; TARGET VALUES; TECHNICAL SERVICE;

CUSTOMER SATISFACTION; OUTSOURCING; QUALITY OF SERVICE; SALES;

INFORMATION TECHNOLOGY;

EID: 80051951932     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/SRII.2011.83     Document Type: Conference Paper

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