Enhanced service level management process as a result of best practices integration
746.pdf (406,7Kb) (Restricted access) Request copy
Què és aquest botó?
Aquest botó permet demanar una còpia d'un document restringit a l'autor. Es mostra quan:
- Disposem del correu electrònic de l'autor
- El document té una mida inferior a 20 Mb
- Es tracta d'un document d'accés restringit per decisió de l'autor o d'un document d'accés restringit per política de l'editorial
Document typeConference report
PublisherIndustrial Engineering and Operations Management (IEOM)
Rights accessRestricted access - publisher's policy
All rights reserved. This work is protected by the corresponding intellectual and industrial property rights. Without prejudice to any existing legal exemptions, reproduction, distribution, public communication or transformation of this work are prohibited without permission of the copyright holder
ProjectEVOLUCION HACIA REDES Y SERVICIOS AUTO-GESTIONADOS PARA EL 5G DEL FUTURO (AEI-PID2019-108713RB-C51)
This paper proposes to produce a hybrid of best practices in the field of Information and Communications Technologies (ICT). The aim is to empower the user to use a combination of multiple ICT best practices concurrently, leveraging off the strengths of some best practices to support the weakness of others. This goal would help organisations to solve the challenges faced when they need to get multiple standards of ICT best practices simultaneously, resulting in an enhanced integrated process. This paper focuses on the Service Level Agreement (SLA) process, following a “Best of Breed” approach on the four integrated best practices. The main contribution of our research is the enhanced process, which has taken into consideration a combination of multiple ICT best practices. By following the steps and using the proposed systematic way for building the new integrated process, the organizations will be able to follow the multiple best practices and pass the standard audit. As a baseline, four best practices have been selected to apply this study, namely Information Technology Infrastructure Library (ITIL) V4 , Capability Maturity Model Integration (CMMI) V2, Enhanced Telecom Operations Map (eTOM) V18.5, and Control Objectives for Information and Related Technologies (COBIT) 2019 .
CitationAlghamian, M.; Alcober, J.; Rincon, D. Enhanced service level management process as a result of best practices integration. A: International Conference on Industrial Engineering and Operations Management. "IEOM 2021: the 2nd IEOM Society South American Industrial Engineering and Operations Management Conference: Sao Paulo, Brazil: April 5-8, 2021: proceedings". Industrial Engineering and Operations Management (IEOM), 2021, p. 1-11. ISBN 978-1-7923-6125-8.