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Enhanced service level management process as a result of best practices integration
dc.contributor.author | Alghamian, Muhammad Anas |
dc.contributor.author | Alcober Segura, Jesús Ángel |
dc.contributor.author | Rincón Rivera, David |
dc.contributor.other | Universitat Politècnica de Catalunya. Doctorat en Enginyeria Telemàtica |
dc.contributor.other | Universitat Politècnica de Catalunya. Departament d'Enginyeria Telemàtica |
dc.date.accessioned | 2021-10-19T10:06:26Z |
dc.date.issued | 2021 |
dc.identifier.citation | Alghamian, 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. |
dc.identifier.isbn | 978-1-7923-6125-8 |
dc.identifier.uri | http://hdl.handle.net/2117/353819 |
dc.description.abstract | 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 . |
dc.description.sponsorship | This work has been supported by the Agencia Estatal de Investigación of Spain under project PID2019-108713RBC51/ AEI/10.13039/501100011033. |
dc.format.extent | 11 p. |
dc.language.iso | eng |
dc.publisher | Industrial Engineering and Operations Management (IEOM) |
dc.subject | Àrees temàtiques de la UPC::Enginyeria de la telecomunicació::Processament del senyal::Processament del senyal en les telecomunicacions |
dc.subject | Àrees temàtiques de la UPC::Enginyeria de la telecomunicació::Aspectes econòmics |
dc.subject.lcsh | Mobile communication systems |
dc.subject.lcsh | Ad hoc networks (Computer networks) |
dc.subject.other | SLAM |
dc.subject.other | CMMI2 |
dc.subject.other | ITIL4 |
dc.subject.other | eTom18.5 |
dc.subject.other | COBIT 2019 |
dc.subject.other | Best of Breed |
dc.title | Enhanced service level management process as a result of best practices integration |
dc.type | Conference report |
dc.subject.lemac | Comunicacions mòbils, Sistemes de |
dc.subject.lemac | Xarxes ad hoc (Xarxes d'ordinadors) |
dc.contributor.group | Universitat Politècnica de Catalunya. BAMPLA - Disseny i Avaluació de Xarxes i Serveis de Banda Ampla |
dc.description.peerreviewed | Peer Reviewed |
dc.relation.publisherversion | http://www.ieomsociety.org/brazil2020/papers/746.pdf |
dc.rights.access | Restricted access - publisher's policy |
local.identifier.drac | 31255697 |
dc.description.version | Postprint (published version) |
dc.relation.projectid | info:eu-repo/grantAgreement/AEI/Plan Estatal de Investigación Científica y Técnica y de Innovación 2017-2020/PID2019-108713RB-C51/ES/EVOLUCION HACIA REDES Y SERVICIOS AUTO-GESTIONADOS PARA EL 5G DEL FUTURO/ |
dc.date.lift | 10000-01-01 |
local.citation.author | Alghamian, M.; Alcober, J.; Rincon, D. |
local.citation.contributor | International Conference on Industrial Engineering and Operations Management |
local.citation.publicationName | IEOM 2021: the 2nd IEOM Society South American Industrial Engineering and Operations Management Conference: Sao Paulo, Brazil: April 5-8, 2021: proceedings |
local.citation.startingPage | 1 |
local.citation.endingPage | 11 |
dc.description.sdg | Objectius de Desenvolupament Sostenible::9 - Indústria, Innovació i Infraestructura |
dc.description.sdg | Objectius de Desenvolupament Sostenible::9 - Indústria, Innovació i Infraestructura |