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Perspectives of IT-service quality management

A concept for life cycle based quality management of IT-services
 
: Praeg, C.-P.; Spath, D.

Cater-Steel, A.:
Information technology governance and service management : Frameworks and adaptations
Hershey: Information Science Reference, 2009
ISBN: 978-1-605-66008-0
ISBN: 1-605-66008-6
ISBN: 978-1-605-66009-7
ISBN: 1-605-66009-4
S.381-407
Englisch
Aufsatz in Buch
Fraunhofer IAO ()

Abstract
This chapter introduces an IT-Service management framework for the use of quality management concepts in the context of the life cycle phases of IT-Services. It argues that IT-Service management, combined with quality management and a life cycle approach for IT-Services provides a new perspective for organizations to provide high quality IT-Services. Based on the IT-industrialisation and an increased customer orientation in the IT-Service management the aspect of quality becomes increasingly important. Therefore, the authors give an overview about existing concepts of IT-Service management, life cycle management and quality management for IT-Services. The aim is to support organizations in the effective use of quality management concepts depending on IT-Service life cycles.

: http://publica.fraunhofer.de/dokumente/N-84270.html