Skip to main content
SpringerLink
Log in
Book cover

Engineering and Management of IT-based Service Systems pp 201–213Cite as

Architecture for Business Intelligence Design on the IT Service Management Scope

  • Chapter
  • First Online:

Part of the book series: Intelligent Systems Reference Library ((ISRL,volume 55))

Abstract

In the present research we propose new business intelligence architecture to support the IT balanced scorecard cascade based on the integration of business and technological domains for the IT service management. This paper presents some preliminary results on the state of the art analysis on the topics: IT BSC, business intelligence, and aggregation methods based on the fuzzy logic operators to build management indicators. The main contributions are: new architecture for business intelligence design, an aggregation method to design new indicators based on the statistic and compensatory fuzzy logic approach taking into account as sources the indicators defined in the COBIT and ITIL frameworks. As the first result we define a new IT BSC for the Cuban enterprise.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   84.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD   109.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  1. Lucio-Nieto, T., et al.: Implementing an IT service information management framework: the case of COTEMAR. Int. J. Inf. Manage. 32, 589–594 (2012)

    Article  Google Scholar 

  2. Valiente, M.-C., Garcia-Barriocanal, E., Sicilia, M.-A.: Applying an ontology approach to IT service management for business-IT integration. Knowl. Based Syst. 28, 76–87 (2012)

    Article  Google Scholar 

  3. ITGI: COBIT4.1. Control objectives for information and related technology. http://www.itgi.org/COBIT.htm (2007)

  4. ITIL: Information technology infrastructure library V.3. http://www.itil.co.uk (2007)

  5. Espin Andrade, R.A., et al.: Compensatory logic: a fuzzy formative model for decision making. In: Congress of International Association for Fuzzy-Set Management and Economy, León, España (2003)

    Google Scholar 

  6. Gold, C.: Total Quality Management in Information Services – IS Measures: A Balancing Act. Research Note Ernst and Young Center for Information Technology and Strategy, Boston (1992)

    Google Scholar 

  7. Willcocks, L.: Information Management. The Evaluation of Information Systems Investments. Chapman and Hall, London (1995)

    Google Scholar 

  8. Van Grembergen, W., Van Bruggen, R.: Measuring and improving corporate information technology through the balanced scorecard technique. In: Fourth European Conference on the Evaluation Of Information Technology, Deflt (1997)

    Google Scholar 

  9. Van Grembergen, W., Timmerman, D.: Monitoring the IT process through the balanced scorecard. In: 9th Information Resources Management (IRMA) International Conference, Boston (1998)

    Google Scholar 

  10. Van Grembergen, W.: The balanced scorecard and IT governance. Inf.Syst. Control J. 2, 40–43 (2000)

    Google Scholar 

  11. Van Grembergen, W., De Haes, S.: The IT balanced scorecard as a framework for enterprise governance of IT. In: Enterprise governance of information technology. Achieving strategic alignment and value. Springer, New York (2009)

    Google Scholar 

  12. Van der Zee, J.: Alignment is not enough: integrating business and IT management with the balanced scorecard. In: 1st conference on the IT balanced scorecard, Antwerp (1999)

    Google Scholar 

  13. Van Grembergen, W., Saull, R., De Haes, S.: Linking the IT balanced scorecard to the business objectives at a major canadian financial group

    Google Scholar 

  14. Fatemeh Moghimi, C.Z.: A decision-making model to choose business intelligence platforms for organizations. In: Third International symposium on intelligent information technology application, IEEE (2009)

    Google Scholar 

  15. Ying Wang, Z.L.: Study on port business intelligence system combined with business performance management. In: Second international conference on future information technology and management engineering, IEEE (2009)

    Google Scholar 

  16. Merigó, J.M., Gil-Lafuente, A.M.: Fuzzy induced generalized aggregation operators and its application in multi-person decision making. Expert Syst. Appl. 38(8), 9761–9772 (2011)

    Article  Google Scholar 

  17. Wei, G., Zhao, X.: Some induced correlated aggregating operators with intuitionistic fuzzy information and their application to multiple attribute group decision making. Expert Syst. Appl. 39(2), 2026–2034 (2012)

    Article  Google Scholar 

  18. Zandi, F., Tavana, M.: A fuzzy group multi-criteria enterprise architecture framework selection model. Expert Syst. Appl. 39(1), 1165–1173 (2012)

    Article  Google Scholar 

  19. Cebeci, U.: Fuzzy AHP-based decision support system for selecting ERP systems in textile industry by using balanced scorecard. Expert Syst. Appl. 36(5), 8900–8909 (2009)

    Article  Google Scholar 

  20. Yüksel, I., Dağdeviren, M.: Using the fuzzy analytic network process (ANP) for balanced scorecard (BSC): a case study for a manufacturing firm. Expert Syst. Appl. 37(2), 1270–1278 (2010)

    Article  Google Scholar 

  21. Grabisch, M., et al.: Aggregation functions: construction methods, conjunctive, disjunctive and mixed classes. Inf. Sci. 181(1), 23–43 (2011)

    Article  MathSciNet  MATH  Google Scholar 

  22. Fields, E.B., Okudan, G.E., Ashour, O.M.: Rank aggregation methods comparison: a case for triage prioritization. Expert Syst. Appl. 40(4), 1305–1311 (2013)

    Article  Google Scholar 

  23. Ting, A.: C omparison of different aggregation methods in coupling of the numerical precipitation forecasting and hydrological forecasting. Procedia Eng. 28, 786–790 (2012)

    Article  Google Scholar 

  24. Tsyganok, V.: Investigation of the aggregation effectiveness of expert estimates obtained by the pairwise comparison method. Math. Comput. Model. 52(3–4), 538–544 (2010)

    Article  MathSciNet  MATH  Google Scholar 

  25. ITGI: COBIT MAPPING: Mapping of ITIL with COBIT 4.1. ITGI (2008)

    Google Scholar 

  26. Balanced Scorecard Institute: What is the balanced scorecard? http://www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Default.aspx (2010) Accessed 04 Aug 2010

  27. Group, G.: The gartner glossary of information technology acronyms and terms. http://www.gartner.com/6_help/glossary/Gartner_IT_Glossary.pdf (2004)

  28. Nardo, M., et al.: Handbook on constructing composite indicators: methodology and user guide. OECD Statistics Working Paper, STD/DOC, Paris (2005)

    Google Scholar 

  29. Little, R., Rubin, D.: Statistical analysis with missing data. John Wiley, New York (2002)

    Google Scholar 

  30. Pearson, K.: On lines and planes of closest fit to a system of points in space. Philos. Mag. 2, 559–572 (1901)

    Google Scholar 

  31. Hotelling, H.: Analysis of a complex of statistical variables into principal components. J. Edu. Psychol. 24, 417–441 (1993)

    Google Scholar 

  32. Kaiser, H. The varimax criterion for analytic rotation in factor analysis. Psychometrika 23, 187–200 (1958)

    Google Scholar 

  33. Cronbach, L. Coefficient alpha and the internal structure of tests. Psychometrika 16, 297–334 (1951)

    Google Scholar 

  34. Dubois, D., Prade, H. Review of fuzzy set aggregation connectives. Inf. Sci. 36, 85–121 (1985)

    Google Scholar 

  35. Ceruto Cordovés, T, Rosete Suárez, A., Espín Andrade, R. A. Descubrimiento de predicados a través de la búsqueda metaheurística (2009)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Industrial Engineering, Central University of Las Villas, Santa Clara, Cuba

    C. P. Marin Ortega & C. P. Pérez Lorences

  2. Department of Computing Science, Business Information Systems I/VLBA, Carl von Ossietzky University Oldenburg, Oldenburg, Germany

    -Ing. Habil J. Marx-Gómez

Authors
  1. C. P. Marin Ortega
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. C. P. Pérez Lorences
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. -Ing. Habil J. Marx-Gómez
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to C. P. Marin Ortega .

Editor information

Editors and Affiliations

  1. Dept. of Information Systems Universidad 940, Autonomous University of Aguascalientes, Aguascalientes, Ags., Mexico

    Manuel Mora

  2. Department of Computing Science, Carl von Ossietzky University Oldenburg, Oldenburg, Germany

    Jorge Marx Gómez

  3. Departamento de Ciencias Computacionales, Tecnológico de Monterrey, Monterrey, Mexico

    Leonardo Garrido

  4. Departamento de Tecnologías de la Inform, CCADET, Universidad Nacional Autónoma de México, Ciudad Universitaria, Mexico

    Francisco Cervantes Pérez

Rights and permissions

Reprints and permissions

Copyright information

© 2014 Springer-Verlag Berlin Heidelberg

About this chapter

Cite this chapter

Marin Ortega, C.P., Pérez Lorences, C.P., Marx-Gómez, I.H.J. (2014). Architecture for Business Intelligence Design on the IT Service Management Scope. In: Mora, M., Marx Gómez, J., Garrido, L., Pérez, F. (eds) Engineering and Management of IT-based Service Systems. Intelligent Systems Reference Library, vol 55. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-39928-2_10

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-39928-2_10

  • Published:

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-39927-5

  • Online ISBN: 978-3-642-39928-2

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation