Research On ITSM Quantitative Management And Its Application In Incident Management Process

With the rapid development of information technology, particularly the application of new information technologies such as cloud computing, Internet of things, which make the information system and IT environment become more and more complicated. Enterprises put forward higher requirements to IT system on reliability, availability and fast adaptability. Therefore, daily maintenance and management of information system is become more and more important. The enterprises need to spend more on safe and stable operation of the information system. Accordingly, this leads to rapid development of IT service industry which deeply research and widely use IT service management method over the world.However, most ITSM focused on the process rearrangement which emphasis on process planning, implementation and control. IT service provider cannot recognize its service ability and the management process effectively. The implementation of IT service management cannot achieve desired result due to lack of effective quantitative management means. Aimed at this problem, this paper presents a new quantitative management method for those who implemented ITSM and its management process has been analyzed and optimized. So that the IT service provider will grasp it’s IT service process capabilities accurately. "Manage the process over data", which makes the IT service performance measurable and manageable. By which, IT service provider can optimize its management gradually. Therefore, the measurement metrics establishment method of IT service management, process and key sub process performance baselines analysis and the establishment of measurement model have been systematically researched in this paper. The theory and model presented in this paper are validated numerically with the incident management process and timely solution ratio goal in service level agreement.First of all, a new metrics establishment method-AQM method is proposed to applicable to IT service management process measurement. AQM focuses on service level agreement (SLA) which is agreed by both IT service provider and the customers. AQM gives the methods around how to specific SLA requirements in management process and sub process, how to raise questions for measurement and how to build up process metrics system. AQM method form the base of further quantitative process research and analysis, which makes the metric system construction is more compact and ensure that the IT service quantitative research process always focus the customer requirements. All this help IT service provider meet customer requirements better and improve customer’s satisfaction. In this paper, a specific requirement of SLA is taken as an example to form the Incident Management process metric system by the AQM method.Secondly, the constructed metrics are analyzed by using statistical process control (SPC) technology. By checking abnormal points and obvious non randomized graph in control chart, the IT service management processes can be determining whether stable or not. Then, the process performance baseline set can be built up for those stable processes and metrics which is constructed the process measurement model. According to the above construction of the measurement metrics, this paper realizes a full incident management process performance baseline set for ITSM.Based on established process performance baseline, the correlation and redundancy among metrics are analyzed. In this paper, the Maximal Dependency-Minimal Redundancy principle is used to determine the metrics in ITSM process measurement model set. And objective and preference parameter model are studied and given for the metrics in the measurement models. Thus, the ELECTRE Ⅲ method is introduced to solve the multi criteria decision problem from Cost, Quality and Efficiency aspects. Finally, the optimal decision of process measurement model is made for IT service management process and key process. According to the process measurement model method and decision theory introduced above, incident management process measurement model set is built up to meet a specific SLA requirement. And the complete measurement process model and optimal decision is made for the incident management process in this paper.Finally, the constructed process performance baselines and measurement models to enterprise’s IT service management in real project. Including the prediction of process capability in new IT service project and monitoring of IT service process capability. Through monitoring and improving the process and key sub process performance, this paper proposes that enterprise should pay attention to maintenance the process performance baselines and metrics.In this paper, based on the literature research, a new measurement metrics method, a new measurement model method and a complete process performance baseline sets are given. According to a specific SLA requirement, the incident management process is used to practice the mentioned theory and methods. Through practical work and data validation, it showed that the model and the method proposed in this paper can effectively control and optimization the enterprise IT service management process capability. The method and practice has count for much meaning to IT service provider in carrying out the process of quantitative management.