IEEE - Institute of Electrical and Electronics Engineers, Inc. - A business-driven IT services improvement model

2011 IFIP/IEEE International Symposium on Integrated Network Management (IM 2011)

Author(s): Lima, A.S. ; de Souza, J.N. ; Callado, A.C. ; Oliveira, J.A. ; Sauve, J. ; Moura, A.
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 May 2011
Conference Location: Dublin, Ireland, Ireland
Conference Date: 23 May 2011
Page(s): 1,095 - 1,102
ISBN (Electronic): 978-1-4244-9221-3
ISBN (Paper): 978-1-4244-9219-0
ISBN (Online): 978-1-4244-9220-6
DOI: 10.1109/INM.2011.5990519
Regular:

Under current approaches, service performance is generally evaluated using technical metrics, for the following two basic reasons: 1) They are easily understood by technical people and 2) They are... View More

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