Measurement effectiveness and efficiency to improve the IT services using ITSM

摘要

Information Technology Services Management (ITSM) is very important for improving a good service to stakeholders. But to improve, it is very difficult. A company often get a problem to achieve a standardization of Information Technology (IT) services. This paper aims to propose an effectiveness and efficiency design of ITSM through capability maturity model integration (CMMI) in an organization to manage IT division. ITSM is affected by the procedure, performance, and capability of IT division. They determine the success level of the Services Level Agreement (SLA) within the organization. Derived from literature studies and interviews from the organization management member and the IT user, the paper argue that the practice of information technology infrastructure library (ITIL) done by CMMI is recommended to improve the IT services to support an organization to meet SLA.