A model for efficiency analysis of IT maintenance services in a company

Woo Je Kim (), Jung Kyun Kim (), Hyo Joo Shin () and Mi Sun Park ()
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Woo Je Kim: Seoul National University of Science and Technology
Jung Kyun Kim: Seoul National University of Science and Technology
Hyo Joo Shin: Seoul National University of Science and Technology
Mi Sun Park: Seoul National University of Science and Technology

No 5408024, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

Abstract: IT maintenance services have an important role to operate business processes in a company. There are normally a lot of IT systems in a company and they are maintained with IT maintenance services. So, it is meaningful analysis to compare efficiency of IT maintenance services by IT system in a company. In this paper, a model for efficiency analysis of IT maintenance services using DEA/AHP(data envelop analysis/analytic hierarchy process) is developed in a company. In this paper, the efficiency of IT maintenance services is evaluated with a DEA model which has maintenance cost and complexity of maintenance service as input factors and degree of satisfaction for maintenance service as an output factor. The complexity of maintenance service and the degree of satisfaction for maintenance service are evaluated with AHP models, respectively. We applied this model to evaluate efficiency of IT maintenance services in an insurance company. As a result, we could suggest the best practices among the IT maintenance services and the improving directions for the inefficient IT services in the company.

Keywords: efficiency analysis; IT maintenance service; data envelop analysis; analytic hierarchy process (search for similar items in EconPapers)
JEL-codes: C61 (search for similar items in EconPapers)
Pages: 1 page
Date: 2017-07
New Economics Papers: this item is included in nep-eff
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Published in Proceedings of the Proceedings of the 32nd International Academic Conference, Geneva, Jul 2017, pages 145-145

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