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Entwicklung Eines Kennzahlensystems Fur Das Service Level Management Des Rechenzentrums Der Rfh Koln

Entwicklung Eines Kennzahlensystems Fur Das Service Level Management Des Rechenzentrums Der Rfh Koln

          
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About the Book

Studienarbeit aus dem Jahr 2017 im Fachbereich Informatik - Wirtschaftsinformatik, Note: 2.0, Rheinische Fachhochschule Koln, Veranstaltung: Business Performance Management, Sprache: Deutsch, Abstract: In der vorliegenden Hausarbeit soll ein nachvollziehbar begrundetes Kennzahlensystem fur das Services Level Management der IT Infrastructure Library auch ITIL genannt entwickelt und beschrieben werden. ITIL ist ein De-facto-Standard fur die Etablierung eines sogenannten IT-Service-Management, bei der ausgehenden Kundenbedurfnisse IT-Leistung zur optimalen Unterstutzung der Geschaftsprozesse definiert werden. ITIL stellt dafur eine Reihe von Best Practices bereit, bei der jedoch nur beschrieben ist, was berucksichtig werden soll und nicht wie die Umsetzung der Manahmen zu erfolgen hat. Die Wichtigsten Aspekte dieser Best Practises sind in mehreren Publikationen dokumentiert. Die Kernpublikationen besteht aus Services Strategy, Service Designe, Service Transition Services Operation und Continual Services Improvment. Ein Teilbereich des Services Design ist das Service Level Management (SLM). Der Zweck (purpose) des SLM ist es in einem fortlaufenden Prozess aus Definitionen, Verhandlungen, Vereinbarungen, Messungen, Berichterstattung und Reviews die Servicequalitat zu sichern und verbessern. Das Ziel ((business) goal) ist eine fortlaufende Service Verbesserung (Continual Services Improvment - CSI) zu gewahrleisten. CSI setzt das Verhandeln und Uberwachen von SLAs zu den dazugehorigen Services voraus. Dementsprechend existieren positive Nebeneffekte wie Kundenbindungen, die wiederum zu einer besseren Kundenzufriedenheit fuhren.


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Product Details
  • ISBN-13: 9783668510142
  • Publisher: Grin Verlag
  • Binding: Paperback
  • Language: German
  • Width: 2 mm
  • ISBN-10: 3668510148
  • Publisher Date: 29 August 2017
  • Height: 0 mm
  • Weight: 0 gr

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Entwicklung Eines Kennzahlensystems Fur Das Service Level Management Des Rechenzentrums Der Rfh Koln
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