Group Decision Support for e-Mail Service Optimization through Information Technology Infrastructure Library Framework

Mitev, Yasen; Kirilov, Leoneed

doi:10.15439/2021F93

Artykuł - szczegóły

Tytuł artykułu

Group Decision Support for e-Mail Service Optimization through Information Technology Infrastructure Library Framework

Autorzy

Mitev Yasen , Kirilov Leoneed

Wybrane pełne teksty z tego czasopisma

http://annals-csis.org

Identyfikatory

DOI

10.15439/2021F93

Warianty tytułu

Konferencja

Federated Conference on Computer Science and Information Systems (16 ; 02-05.09.2021 ; online)

Języki publikacji

Abstrakty

The e-mail service takes significant part at the corporate collaboration due to its natural benefits like: unification, traceability and the ease of use. To ensure that such a fundamental service is functioning and being maintained right, proper methods for measuring its efficiency and reliability are in place. In this paper we propose a group decision support that allows the IT Management staff to choose proper asset of key performance indicators (KPIs) for measuring the operational performance of the service in a specific organization. A comprehensive set of KPI indicators is proposed for quality assessment of e-mail service. The optimization of the service is done within ITIL framework

Słowa kluczowe

e-mail service group decision making ITIL Information Technology Infrastructure Library KPI Key Performance Indicators

poczta elektroniczna grupowe podejmowanie decyzji ITIL KPI kluczowe wskaźniki efektywności

Wydawca

Polskie Towarzystwo Informatyczne

Czasopismo

Annals of Computer Science and Information Systems

Rocznik

2021

Tom

Vol. 25

Strony

227--230

Opis fizyczny

Bibliogr. 20 poz., tab., rys.

Twórcy

autor

Mitev Yasen

Inst. of Information and Communication Technologies - Bulgarian Academy of Sciences Acad. G. Bonchev Str., bl. 2, 1113 Sofia, Bulgaria

autor

Kirilov Leoneed

l_kirilov_8@abv.bg

Inst. of Information and Communication Technologies - Bulgarian Academy of Sciences Acad. G. Bonchev Str., bl. 2, 1113 Sofia, Bulgaria

Bibliografia

1. L. Hunnebeck, ITIL Service Design, The Stationery Office, London, 2011, ISBN 978-0113313051.
2. M. Talla and R. Valverde, “An Implementation of ITIL Guidelines for IT Support Process in a Service Organization.“, International Journal of Information and Electronics Engineering, Vol.3, No.3, 2013, ISSN: 2010-3719.
3. R. A. Steinberg, ITIL Service Operation; The Stationery Office; 2011, London; ISBN 978-0113313075.
4. B. Trinkenreich and G. Santos, G., “Metrics to Support IT Service Maturity Models – A Case Study”, Proceedings of the 17th International Conference on Enterprise Information Systems (ICEIS), (Eds. S. Hammoudi, L. Maciaszek and E. Teniente), vol. 2, p.330-338; 2015, Barcelona, Spain.
5. W. Guo and Y. Wang, “An Incident Management Model for SaaS Application in the IT Organization.”, Proceedings of the Int. Conf. on Research Challenges in Computer Science-ICRCCS '09, pp. 137-140, 2009 ISBN: 978-0-7695-3927-0.
6. M. Spremic, Z. Zmirak, K. Kraljevic, “IT and business process performance management: Case study of ITIL implementation in finance service industry.”, Proc. Of the Int. Conf. on Information Technology Interfaces, 2008, 23-26 June 2008, Dubrovnik, pp. 243 – 250.
7. D. Borissova, “Group decision making for selection of k-best alternatives”, Comptes rendus de l’Acad´emie bulgare des Sciences, 69 (2), 2016, pp. 183-190.
8. I. Petrov, “On structural entropy and concentration analysis of industrial and market systems.”, In: (Ed. R. Andreev) Proceedings of the Int. Conference on Big Data, Knowledge and Control Systems Enginеering 2016, 11-24, Publisher: Union on Automatics and Informatics, Sofia. ISSN: 2367-6450.
9. Al. Tsenov, “Approaches for Improvement of IT Systems Management”, International Journal of Innovative Science and Modern Engineering (IJISME), 3(6), 2015, pp. 95-98, ISSN: 2319-6386
10. I. Popchev, Ir. Radeva. and Ir. Nikolova, “Aspects of the evolution from risk management to enterprise global risk management”, Engineering Sciences, LVIII, 2021, No. 1, pp. 16 – 30.
11. P. Weichbroth, “Mining e-mail message sequences from log data”, Proceedings of the 2018 Federated Conference on Computer Science and Information Systems, M. Ganzha, L. Maciaszek, M. Paprzycki (eds). ACSIS, Vol. 15, pp. 845–848 (2018), http://dx.doi.org/http://dx.doi.org/10.15439/2018F325
12. L Kirilov, V Guliashki, K Genova, M Vassileva, B Staykov, “Generalized scalarizing model GENS in DSS WebOptim,”, International Journal of Decision Support System Technology (IJDSST) vol. 5, issue 3, 2013, pp. 1-11, http://dx.doi.org/10.4018/jdsst.2013070101.
13. J. Rubio and M. Arcilla, “How to Optimize the Implementation of ITIL through a Process Ordering Algorithm”, Applied Sciences, 10 (1), 2020, 34; https://doi.org/10.3390/app10010034
14. J. L. Rubio Sánchez, "Model to Optimize the Decision Making on Processes in IT Departments" Mathematics 9, no. 9: 983. 2021. https://doi.org/10.3390/math9090983
15. R. Valverde, R. George, S. Talla, M. Talla, “ITIL-based IT service support process reengineering”, Intelligent Decision Technologies, pp. 1–20, 2013, IDT-130182.
16. T. Eikebrokk and J. Iden, “Strategising IT service management through ITIL implementation: model and empirical test”, Total Quality Management & Business Excellence, vol. 28, No 3-4, pp. 238-265, 2017.
17. Y. Xiaozhong, L. Jian and Y. Yong, “Study on the IT Service Evaluation System in ITIL-based Small and Medium-sized Commercial Banks.”, International Journal of Hybrid Information Technology, vol. 8, No.4, pp. 233-242, 2015, ISSN: 1738-9968.
18. C. Pollard and A. Cater-Steel, “Justifications, strategies, and critical success factors in successful ITIL implementations in US and Australian companies: an exploratory study”, Information systems management, vol. 26, No 2, pp. 164-175, 2009.
19. M. Brenner, “Classifying ITIL Processes; A Taxonomy under Tool Support Aspects”, Proceedings of the First IEEE/IFIP International Workshop on Business-Driven IT management (BDIM 2006). http://dx.doi.org/10.1109/BDIM.2006.1649207.
20. D. Krapohl, “A Structured Methodology for Group Decision Making”, 2012, online http://www.augmentedintel.com/content/articles/group_strategic_decision_making_with_weighted_decision_matrix.asp, (last accessed on: .05.2021).

Uwagi

1. Track 1: Artificial Intelligence in Applications

2. Session: 14th International Workshop on Computational Optimization

3. Short Paper

Typ dokumentu

Bibliografia

Identyfikator YADDA

bwmeta1.element.baztech-f1e64436-6ada-40a4-9cb9-3183f22ffc18