چکیده:
With the growth of e-commerce in today's world, competition has taken on a different face compared to the past; customers in this new environment have a wide range of choices and are looking for strong executive guarantees to support their choices. This new space creates new complexities in the relationships between organizations and customers, especially in the B2B environment. The Service Level Agreement (SLA) is a key tool in regulating relationships between organizations. One of the challenges in setting service level agreements is the gap between the customer's required service level and the service level perceived by the provider. The present research, unlike previous studies that only considered the provider's ability to provide the service, considers the other side of the contract, namely the customers, and in order to identify the service level required by customers, provides a comprehensive framework of customer assets. For this purpose, by examining the literature of the subject, dimensions and indicators of the customer that affect the service provided to the customer were identified and evaluated by surveying experts. The identified dimensions in this framework were management, organization, process, human, knowledge, information, application software, and infrastructure.
خلاصه ماشینی:
Presenting a Framework of Factors Determining Service Level in the Business-to-Business (BB2) Environment Based on the ITIL Framework Alireza Hassanzadeh 1, Mahsa Nazemi 2, Sho'ban Elahi 3, Ehsan Zanjani 4 With the growth of e-commerce in today's world, competition has taken on a different face compared to the past; customers in this new environment have a wider range of choices and are looking for strong executive guarantees to support their choices.
The Service Level Agreement (SLA) 3 is a key tool in regulating relationships between organizations (Huai, 2010) that helps service providers manage these complexities and is a differentiating factor among service providers (Mckee; Marilly, et al.
This framework directs the organization's activities towards organizational goals and continuous improvement of services, and ultimately creates a shared understanding of this complex whole for management, employees, and customers (Latif, Ismail and Din, 2010).
Thus, information technology management emerged to manage business needs and provide a guaranteed level of service, so that maximum effectiveness is achieved by bringing together human resources, processes, and business partners (Ray & Jin, 2008).
The ITIL framework provides a wide range of management methods to support the business in achieving quality services and creating value in IT operations.
The strength of the ITIL framework lies in its integrated view of Service Level Management with other supporting processes (Govekar & Mingay, 2002).
On the other hand, reports generated from incident management are essential for evaluating the service level agreement and service improvement process (Office of Government Commerce, 2007).
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