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 Ma- nagement 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.
The authors wish to thank the members of the Munich Network Management (MNM) Team for valuable comments on previous versions
of this paper. The MNM Team directed by Prof. Dr. H.-G. Hegering is a group of researchers of the University of Munich, the
Munich University of Technology and the Leibniz Supercomputing Center.