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2017/11/10

CENTERIS 2017

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CENTERIS 2017 – Conference on Enterprise Information Systemsで,

「A Continuous Approach to Improve IT Management」について,発表します

主な内容は,次の通り

This paper proposes an exhaustive check items for IT service management operation and a pCAPD (prepare-Check-Analyze-Plan-Do) method based on the check items. We also describe a case study on an actual service management operation to evaluate pCAPD. The 1884 check items are extracted from full life cycle of ITIL document. We define an evidence based quantitative maturity level. The maturity level is used to clarify the achievement status of target service management activities.
The pCAPD method is able to
1) Customize check items to choose appropriate items for continuous improvement of the service management operation
2) Assess the conformance level of the service management operation based on the check items
3) Identify critical problems by comparing the current and expected maturity level of activity
4) Develop a plan to resolve problems based on the quantitative assessment

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