摘要：Many companies are building and utilizing IT services and information protection systems to provide astable service environment. In this process, a lot of investments and costs are required. Therefore, in orderto enhance competitiveness of companies, it is necessary to plan to efficiently evaluate and manage them.In this study, we propose the model that evaluates the efficiency of service management organization bycombining workforce composition, customer VoC, equipment event, security event and etc. but also providesthe solutions though identifying factors that affect inefficiency.
关键词：IT Service; Effectiveness; Information Security; AHP; DEA
