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IT service quality management

Assumptions, frameworks and effects on business performance
: Spath, Dieter; Bauer, Wilhelm; Praeg, Claus-Peter

Praeg, Claus-Peter (Ed.); Spath, Dieter (Ed.):
Quality management for IT services : Perspectives on business and process performance
Hershey/Pa.: Business Science Reference, 2011 (Premier reference source)
ISBN: 978-1-61692-889-6
ISBN: 978-1-616-92891-9
Aufsatz in Buch
Fraunhofer IAO ()

IT service management is a focal point of interest for practitioners, managers and researchers. In this chapter, the authors outline the field of IT service quality management - a topic that has not been adequately discussed in research literature to date. The authors introduce a framework for IT service quality management and show how the framework can applied to different phases of an IT service lifecycle. Furthermore, they illustrate possible effects of IT service quality on business performance. For this reason, they define indicators, which are effective measures of business performance, and the relations between indicators and business quality. Due to the increased use of modular IT services and the high pressure on IT effectiveness and IT efficiency, IT service quality management has the potential to become a highly relevant topic for IT service providers and IT departments within enterprises.