Abstract
This paper proposes an exhaustive check items for IT service management operation and a pCAPD (prepare-Check-Analyze-Plan-Do) method based on the check items. We also describe a case study on an actual service management operation to evaluate pCAPD. The 1884 check items are extracted from full life cycle of ITIL document. We define an evidence based quantitative maturity level. The maturity level is used to clarify the achievement status of target service management activities.The pCAPD method is able to1) Customize check items to choose appropriate items for continuous improvement of the service management operation2) Assess the conformance level of the service management operation based on the check items3) Identify critical problems by comparing the current and expected maturity level of activity4) Develop a plan to resolve problems based on the quantitative assessment
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
