Title :
Performance estimation of organizational activity
Author :
Donko, Dzenana ; Traljic, Ismet
Author_Institution :
Fac. of Electr. Eng., Univ. of Sarajevo, Sarajevo, Bosnia-Herzegovina
Abstract :
Most of the service providers today have become increasingly dependent on their technology, being organized in terms of strong linkage between IT and business units in order to maximize units´ business value. Many companies are performing re-engineering using IT Infrastructure Library (ITIL) framework. In this paper incident management process is analyzed in one telecom service provider company. For this specific case formal model is applied. More optimal resources utilization is possible through this model and improvement in process like pro-active approach and simulation of exceptional cases are optional.
Keywords :
business process re-engineering; IT Infrastructure Library framework; business value; formal model; incident management process; organizational activity performance estimation; re-engineering; resources utilization; telecom service provider company; Analytical models; Business communication; Business process re-engineering; Communication channels; Companies; Couplings; Discrete event simulation; Libraries; System performance; Telecommunication services; Service management; business processes; formal model; system performance indicators;
Conference_Titel :
Computer Science and Information Technology, 2009. ICCSIT 2009. 2nd IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-4519-6
Electronic_ISBN :
978-1-4244-4520-2
DOI :
10.1109/ICCSIT.2009.5234399
