Author(s)

Jiangping Wan, Hui Zhang, Dan Wan

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Though analyzing the IT service management framework and associated processes of KM company, this paper determines various indicators of IT service management process. The weights of each indicator are calculated with analytical hierarchy process (AHP), and the evaluation was executed in KM company. And the suggestions are proposed with consideration of both the evaluation results and the real situation of KM company’s IT service management. The case is deeply considered in the views of IT service management objectives and misunderstandings, customer satisfaction model of IT service management, knowledge supporting structure of IT service management. It is concluded that if the organization wishes to successfully implement IT service management’s customer satisfaction model, it should eliminate the misunderstandings of IT service objectives first, while the adoption of knowledge supporting structure of IT service management can play a multiplier effect.

Information Technology Infrastructure Library, Information Technology Service Management Process, Analytical Hierarchy Process, Customer Satisfaction, Knowledge Support Structure

J. Wan, H. Zhang and D. Wan, "Evaluation on Information Technology Service Management Process with AHP," Technology and Investment, Vol. 2 No. 1, 2011, pp. 38-46. doi: 10.4236/ti.2011.21005.