arXiv 2001.002192020-01-08cs.SE

ITSM的商业价值。需求还是幻影？

Business Value of ITSM. Requirement or Mirage?

James J. Cusick

备注：: 10 pages, 4 figures. Keywords. IT Service Management, ITSM, ITIL, ITIL 4, DevOps, IT Operations, Process Engineering, Process Improvement, Quality, Business Value, Metrics, GQM, Lean, Cost of Quality, Capability Maturity Models

摘要：

本文基于最近在纽约市ITSMF（服务管理论坛）本地兴趣小组会议上关于ITSM（IT服务管理）商业价值的小组会议的一部分。小组讨论探讨了商业价值的定义以及如何衡量信息技术服务管理本身以产生商业价值。虽然ITSM和ITIL已经使用多年，但要证明这些方法的业务价值，甚至理解业务价值本身，往往仍然是一个挑战。本文扩展了关于什么是商业价值以及如何在ITSM开发和流程改进的背景下找到商业价值（如果有的话）的小组讨论。

英文摘要：

This paper builds on a presentation provided as part of a recent panel session on ITSM (IT Service Management) Business Value at the NYC itSMF (Service Management Forum) Local Interest Group meeting. The panel presentation explored the definition of Business Value and how ITSM itself could be measured to produce business value. While ITSM and ITIL have been in use for years it often remains a challenge to demonstrate the business value of these methods or even to understand business value itself. This paper expands on the panel discussion on what is meant by business value and how it can be found (if at all) in the context of ITSM development and process improvement.

机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。