Architecture for Business Intelligence Design on the IT Service Management Scope

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. © Springer-Verlag Berlin Heidelberg 2014.