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Hasanzadeh, Hasanzadeh, Nazemi, Mahsa, Elahi, Elahi, Zanjani, Zanjani. (1392). A Framework Determining Service Level in a B2B Environment based on ITIL Framework. , 5(2), 37-56. doi: 10.22059/jitm.2013.36527
Hasanzadeh Hasanzadeh; Mahsa Nazemi; Elahi Elahi; Zanjani Zanjani. "A Framework Determining Service Level in a B2B Environment based on ITIL Framework". , 5, 2, 1392, 37-56. doi: 10.22059/jitm.2013.36527
Hasanzadeh, Hasanzadeh, Nazemi, Mahsa, Elahi, Elahi, Zanjani, Zanjani. (1392). 'A Framework Determining Service Level in a B2B Environment based on ITIL Framework', , 5(2), pp. 37-56. doi: 10.22059/jitm.2013.36527
Hasanzadeh, Hasanzadeh, Nazemi, Mahsa, Elahi, Elahi, Zanjani, Zanjani. A Framework Determining Service Level in a B2B Environment based on ITIL Framework. , 1392; 5(2): 37-56. doi: 10.22059/jitm.2013.36527

A Framework Determining Service Level in a B2B Environment based on ITIL Framework

Journal of Information Technology Management
مقاله 3، دوره 5، شماره 2، آبان 2013، صفحه 37-56    اصل مقاله (846.84 K)
نوع مقاله: Research Paper
شناسه دیجیتال (DOI): 10.22059/jitm.2013.36527
نویسندگان
Hasanzadeh Hasanzadeh1؛ Mahsa Nazemi* 2؛ Elahi Elahi1؛ Zanjani Zanjani3
1Associated Prof., Management of Systems, Tarbiat Modares University, Tehran, Iran
2M.Sc. Information Technology Management, Tarbiat Modares University, Tehran, Iran
3MSc. Information Technology Management, Allameh Tabataba’i University, Tehran, Iran
چکیده
Rapid growth of e-commerce has made the competition quite different. In this new environment customers have wide choices and are looking forward to the support which guarantees the delivery of what they have chosen. This leads to complexity in the relationship between the provider and the customer which obviously is made more in a B2B environment. Service Level Agreement (SLA) is a key tool to manage this complexity. One of the current challenges in setting of SLAs is the gap between customer requirements and perceived characteristics of service by the provider. Unlike previous researches which only consider providers capability to provide service, this research looks at the other side of contract, customers, and presents a comprehensive framework of customer properties. Firstly, dimensions and indicators of the customer properties were identified through literature review and then, they were evaluated through experts’ survey. The detected dimensions in this framework were management, organization, human, knowledge, information, applications and infrastructure.
 
کلیدواژه‌ها
Service Level Agreement (SLA)؛ IT Service Management؛ ITIL Framework؛ B2B
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