An Approach for the IT Service Continuity Management of Nagoya University Information Environment(<Special Issue>Project Quality and Customer Satisfaction)

Abstract

Nagoya University has tried to design the evaluation criteria to manage reliability of the Nagoya University Information Environment according to the Nagoya University's Strategic Plan 2010 for Information Environment. Although the reliability evaluation index for services levels has been developed, the continuity criteria of service operation projects had not been developed. In this paper, 67 indices to evaluate service continuity of operation projects can be designed based on IT service continuity management description of ITIL. A case study to introduce the criteria and evaluate the continuity of 13 services is also described.