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To achieve cost-efficient and effective provisioning of IT Services, a business process oriented IT service management is needed. Before they can be managed though, existing processes have to be analyzed.This paper proposes the usage of criteria catalogs for this task. Using a collection of "best practices", process characteristics of optimal processes can be identified, leading to an assemblage of criteria for high process quality. The methodology presented in this paper allows the organization of these criteria into a catalog and subsequent computation of a numerical quality rating.As a proof-of-concept application, a generic catalog for analyzing Incident Management processes, using the IT Infrastructure Library (ITIL) as a best practices database, is presented, and the experiences regarding its application for evaluating the User Service Center of the BMW Group are described.

A Criteria Catalog Based Methodology for Analyzing Service Management Processes