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A Qualitative Overview of Information Technology Service. Capability Maturity Model

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Lotko A.

Organization and Management

2006

issue 3(126)

83-96

In the face of informatization of nearly every facet of business, a growing importance and intense development of information technology (IT) infrastructure, assets and services can be observed. IT services use infrastructure and assets in supporting business processes. It should be remembered, that IT is something more than just another business tool. Without a skilful use of IT solutions, many business processes simply cannot be performed. In the article, the importance of implementing model approaches to IT services management is explained. On the canvas of considerations concerning changing paradigms in perceiving informatization, a genesis of model approaches to managing IT services is built. Also, a importance of the quality level changes with time is explained, together with problems concerning the organization maturity assessment. Then, in particular, IT services of the Capability Maturity Model is characterized from the perspective of practical applications. It is a tool offering many benefits for proactive and qualitative understanding of IT services. The structure and content of the model is described. At last - conclusions are listed, including advantages of implementing model approach to IT services management.

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A Qualitative Overview of Information Technology Service. Capability Maturity Model