✦ LIBER ✦
Modeling and Managing the Cost and Quality of Information Technology Services at Indiana University: A Case Study
✍ Scribed by Christopher Spalding Peebles; Laurie G. Antolovic; Norma B. Holland; Karen Hoeve Adams; Debby Allmayer; Phyllis H. Davidson
- Publisher
- John Wiley and Sons
- Year
- 1999
- Weight
- 92 KB
- Volume
- 1999
- Category
- Article
- ISSN
- 0271-0579
- DOI
- 10.1002/ir.10203
No coin nor oath required. For personal study only.
✦ Synopsis
In an era of ever more constrained resources and vastly increased demand for services, the performance of college and university information technology organizations has been questioned relentlessly by faculty, students, and administrators. This chapter describes three families of measures-quality, cost, and value-that can answer such questions, at least in part, and can turn the discussion from one of conflicting opinions to one of critical and productive dialogue and change.