Optimization Performance Measurement of Managed Service Division in ITIL Framework Using Statistical Process Control

Abstract

The purpose of the Configuration Management process is carrying and all IT assets, status, configuration, and relationship between each other being well documented. This documentation is useful, among others, for some purposes. The first objective is to create clarity in the relationship between key performance indicators (KPI) an IT services with the infrastructure. Changes to the configuration of those devices would obviously very disturbing the performance of IT services. The second objective is the accuracy of the information which will be used by the Service Delivery processes. So a Service Desk staff who need to get information about how a user at a branch office to connect to the network's headquarters, linked to issues of access to certain applications.