TSF is an Italian IT service company, focused on logistics and transportation. It is able to support customer’s business operations through a complex IT service chain, appraised by a Service Level Management (SLM) system. Because of the long term relationship (10 years) with Italian Railways, TSF developed a symbiotic relationship with its main customer, becoming co-accountable for its business performance. This aspect has highlighted the necessity of the definition of an extended SLM model able to correlate the customer business performances with the delivered IT service levels, in the perspective of an end-to-end service delivery chain. The paper illustrates the conceptual approach and the method adopted to overcome this problem in a pilot project.
Aligning IT service levels and business performance: a case study
MOTTA, GIANMARIO PIERO ANTONIO;
2010-01-01
Abstract
TSF is an Italian IT service company, focused on logistics and transportation. It is able to support customer’s business operations through a complex IT service chain, appraised by a Service Level Management (SLM) system. Because of the long term relationship (10 years) with Italian Railways, TSF developed a symbiotic relationship with its main customer, becoming co-accountable for its business performance. This aspect has highlighted the necessity of the definition of an extended SLM model able to correlate the customer business performances with the delivered IT service levels, in the perspective of an end-to-end service delivery chain. The paper illustrates the conceptual approach and the method adopted to overcome this problem in a pilot project.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
