A Framework Determining Service Level in a B2B Environment based on ITIL Framework
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 w...
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| Format: | Article |
| Language: | English |
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University of Tehran
2013-07-01
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| Series: | Journal of Information Technology Management |
| Subjects: | |
| Online Access: | https://jitm.ut.ac.ir/article_36527_fae1ab2aa16fdc6577f3b28fb01df814.pdf |
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| _version_ | 1850274823647789056 |
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| author | Hasanzadeh Hasanzadeh mahsa Nazemi Elahi Elahi Zanjani Zanjani |
| author_facet | Hasanzadeh Hasanzadeh mahsa Nazemi Elahi Elahi Zanjani Zanjani |
| author_sort | Hasanzadeh Hasanzadeh |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-24e6bf593bdc4e20a58bde72050693ff |
| institution | OA Journals |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2013-07-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-24e6bf593bdc4e20a58bde72050693ff2025-08-20T01:51:02ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592013-07-0152375610.22059/jitm.2013.3652736527A Framework Determining Service Level in a B2B Environment based on ITIL FrameworkHasanzadeh Hasanzadeh0mahsa Nazemi1Elahi Elahi2Zanjani Zanjani3Associated Prof., Management of Systems, Tarbiat Modares University, Tehran, IranM.Sc. Information Technology Management, Tarbiat Modares University, Tehran, IranAssociated Prof., Management of Systems, Tarbiat Modares University, Tehran, IranMSc. Information Technology Management, Allameh Tabataba’i University, Tehran, IranRapid 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.https://jitm.ut.ac.ir/article_36527_fae1ab2aa16fdc6577f3b28fb01df814.pdfService Level Agreement (SLA)IT Service ManagementITIL FrameworkB2B |
| spellingShingle | Hasanzadeh Hasanzadeh mahsa Nazemi Elahi Elahi Zanjani Zanjani A Framework Determining Service Level in a B2B Environment based on ITIL Framework Journal of Information Technology Management Service Level Agreement (SLA) IT Service Management ITIL Framework B2B |
| title | A Framework Determining Service Level in a B2B Environment based on ITIL Framework |
| title_full | A Framework Determining Service Level in a B2B Environment based on ITIL Framework |
| title_fullStr | A Framework Determining Service Level in a B2B Environment based on ITIL Framework |
| title_full_unstemmed | A Framework Determining Service Level in a B2B Environment based on ITIL Framework |
| title_short | A Framework Determining Service Level in a B2B Environment based on ITIL Framework |
| title_sort | framework determining service level in a b2b environment based on itil framework |
| topic | Service Level Agreement (SLA) IT Service Management ITIL Framework B2B |
| url | https://jitm.ut.ac.ir/article_36527_fae1ab2aa16fdc6577f3b28fb01df814.pdf |
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