Parameters of it service monitoring for business process quality support

Abstract

Business processes need relevant applications of information systems with relevant data and relevant operation for current functioning, they also need adequate technological platform with necessary functions; in general, business processes need a suitable IT service (or a group of IT services) for correct performance. These IT services have to fully support business processes as well as they have to be developed according to the needs of business process quality support. IT services have to be created and parameterized in such a way that in case of a problem, a quick reaction follows in both senses – damage minimization and fast restoration of provided IT services. Business processes are monitored and evaluated and based on the results, changes in particular processes are designed. This process support utilizes time-proven methods and standards. The requirements for IT services quality is similar as for business processes, however, recommended procedures include usually general recommendations only. Another fact is that the importance of IT services is not the same as there are different influences, such as process, time criticality, other IT services and other influences. The text focuses on setting the parameters for measuring IT services quality within an organization.