Aligning IT Service Levels and Business Performance: A Case Study

Barroero, Thiago; Motta, Gianmario; Pignatelli, Giovanni; Bochicchio, Mario A.; Longo, Antonella; Raffone, Alessandra

doi:10.1109/scc.2010.88

Cited by 13 publications

(5 citation statements)

References 14 publications

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“…Geider Barrios Chaverra, Diana Marcela Cardona-Román Diseño de un roadmap empresarial para mejorar los procesos de la gestión documental de la Secretaría de Movilidad del distrito de Turbo -Antioquia a través de cloud computing Un modelo de capacidad empresarial identifica las principales capacidades y conexiones de los servicios, mirando el desempeño de cada uno, teniendo en cuenta a las personas responsables de cada proceso (Barroero et al, 2010).…”

Section: Capacidades Empresarialesunclassified

Design of a Business Roadmap to improve the document management processes of the Turbo Antioquia district mobility secretary through Cloud Computing

Chaverra

Román

2020

Publ. investig.

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El desarrollo de este artículo está centrado en realizar un Roadmap o mapa de ruta el cual establece la ruta ideal para mejorar los procesos de la gestión documental de la secretaria de movilidad del distrito de Turbo Antioquia, utilizando los servicios de Cloud Computing. La problemática de la entidad está principalmente dada por las fallas presentadas en los procesos de la gestión documental y de archivos, ya que este no cumple con los parámetros de la Ley de archivos difundida por MinTIC. La metodología utilizada en este estudio corresponde a investigación aplicada de corte descriptivo. Para llevar a cabo el Roadmap se tuvo en cuenta diez pasos, uno de ellos fue conocer el estado actual de los procesos de la gestión documental y de archivos (AS-IS), determinar los estados deseados o futuros (TO-BE) a través de actividades tendientes a cerrar las brechas, tales como capacitar al personal administrativo o a los del área de los procesos de la gestión documental y archivo teniendo en cuenta los lineamientos del gobierno nacional a través de MinTIC y estándares internacionales. Implementar un sistema de seguridad de la información para la protección de la información en la gestión de trámites. El resultado de esta investigación es la realización del diseño del Roadmap, trazando las pautas establecidas para cumplir los indicadores que permiten cerrar las brechas con el objetivo mejorar los procesos de la gestión documental de la secretaria Movilidad del Distrito de Turbo Antioquia. Para alcanzar los resultados de esta investigación, se utilizó el enfoque de arquitectura empresarial a través del diseño de un mapa de ruta, cuyo análisis en profundidad permitió conocer el estado actual (AS-IS) de las capacidades y procesos de la entidad, en el área de gestión documental. Esto vinculó a un conjunto de estrategias o actividades particulares a tiempo para cada problema presentado con el objetivo de cerrar las brechas, como un método de solución a cada problema presentado. La solución planteada se conoce como estado futuro (TO-BE), donde se presentan soluciones a los problemas encontrados en los procesos de gestión de documentos. La principal conclusión del trabajo fue que se encontró la utilización del Cloud Computing en el proceso de gestión documental como un elemento fundamental de las nuevas tendencias disruptivas en los procesos de gestión de TI.

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Section: Capacidades Empresarialesunclassified

Design of a Business Roadmap to improve the document management processes of the Turbo Antioquia district mobility secretary through Cloud Computing

Chaverra

Román

2020

Publ. investig.

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“…The authors, however, assume customer and provider to have complete information about each others' business operations, cost functions and risks. Barroero et al (2010) conduct a case study on an IT outsourcing project aiming at the alignment of business performance and IT service performance. Based on the study the authors introduce a conceptual service level management approach correlating the customer's business performance with the service levels of the provided IT service.…”

Section: Literature Reviewmentioning

confidence: 99%

Business Cost Budgets

Kieninger

Satzger

Straeten

et al. 2012

International Journal of Service Science, Management, Engineering, and Technology

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In this work the authors address an IT service customer’s challenge of selecting the cost-optimal service level agreement among different options offered by an external provider. They model the customer’s optimization problem at distinctive levels of detail with regard to the description of service quality aspects. At each level of detail they explicitly consider the potential negative monetary impact of different service quality levels on a customer’s business process – reflected via the concept of “business cost.” First, they analyze which information a customer typically bases service level agreement decisions upon today and elaborate on the question which additional information a rational customer would need to take a well-founded decision. Second, the authors define a set of concepts that a customer should consider when selecting service level agreements. Third, the authors apply these concepts to develop a “business cost budget method” that enables a customer to compare multiple service level agreements and to select the cost-optimal solution of its optimization problem – assuming customer and provider to collaborate. Introducing this approach, they suggest that both parties jointly define “business cost budgets” as an additional kind of service indicator describing service quality’s adverse business impact instead of only service quality.

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“…The study of the Internet and its technologies as a means to do business worldwide has been in the agenda of several research projects [1][2][3]. The current era of Information and Communication Technologies (ICT) ushered in the era of electronic commerce and the information society; where traditional management paradigms are challenged and new business models are sought; and where the continuous improvement of both business and processes needs leads to a rise in the importance of their alignment [4][5][6][7]. The adoption of new Internet-based business models will certainly generate positive business revenues, thus the potential for e-business is high enough to compel enterprises to go online [8][9][10][11].…”

Section: Introductionmentioning

confidence: 99%

Increasing the reach of enterprises through electronic commerce: A focus group study aimed at the cases of Portugal and Spain

Martins

Branco

Pérez-Cota

et al. 2016

ComSIS

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E-commerce notably increases the reach of enterprises, bringing a firm"s products and services into the international arena. In times of shrinking domestic markets, due to national crises, becoming available in global markets is essential for survival and growth. We have thus held three focus group interactions to produce a set of strategic recommendations with regards to how to improve e-Commerce adoption levels in Iberian enterprises, essential in times of local hardship and market contraction. Suggestions include creating actions to influence governments to re-evaluate the legislation that regulates e-Commerce, making it more transparent; encouraging venture capitalists, banks and business angels to finance such e-Commerce endeavors; encouraging higher education institutions (HEI) to partner with Iberian enterprises to ensure knowledge transfer in both directions; creating, with HEI and training organizations, a set of new training courses directed at Iberian enterprises and focusing on concepts such as Web 2.0 capabilities and a coherent online organizational identity. Fundamental is the perspective that e-Commerce is a strategic issue, warranting funds and qualified personnel, at different levels in the hierarchy, for adequate strategic eintent, e-vision, and e-mission formulation, followed by effective e-process implementation.

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Aligning IT Service Levels and Business Performance: A Case Study

Cited by 13 publications

References 14 publications

Design of a Business Roadmap to improve the document management processes of the Turbo Antioquia district mobility secretary through Cloud Computing

Design of a Business Roadmap to improve the document management processes of the Turbo Antioquia district mobility secretary through Cloud Computing

Business Cost Budgets

Increasing the reach of enterprises through electronic commerce: A focus group study aimed at the cases of Portugal and Spain

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