Quality Management for IT Services: Perspectives on Business and Process Performance

✍ Scribed by Claus-peter Praeg, Dieter Spath

• Publisher: Business Science Reference
• Year: 2010
• Tongue: English
• Leaves: 349
• Series: Premier Reference Source
• Edition: 1
• Category: Library

✦ Synopsis

Many modern business processes would be unable to function without corresponding IT services. In spite of this ever-growing dependency, as well as the rise of customer expectations for performance and quality of IT services, very little research has been done on the topic of IT service quality management. Quality Management for IT Services: Perspectives on Business and Process Performance aims to reduce this knowledge gap and to encourage people to spend more time researching the numerous facets of this increasingly important aspect of commercial value adding. Featuring economic and social perspectives along with implementation and practical solutions, this book gives both scientists and practical experts an insight into the many different facets of IT service quality management.

✦ Table of Contents

Title
......Page 2
Table of Contents......Page 4
Detailed Table of Contents......Page 7
Preface......Page 12
Acknowledgment......Page 15
IT Service Quality Management: Assumptions, Frameworks and Effects on Business Performance......Page 18
e-Service Quality: Literature Review and Future Avenues of Research......Page 39
Methods for Service Quality Assurance......Page 62
Quality Management for IT Services: IBM Implementation of Quality Management......Page 93
Comparison and Integration of IT Governance Frameworks to Support IT Management......Page 107
Quality-Oriented IT Service Management: A Theoretical Approach Towards High-Quality IT Services......Page 125
Collaborative Modelling of ITIL Service Management Processes......Page 142
Continual Process Improvement Based on ITIL and Process Mining......Page 162
Process Assessment as a Means to Improve Quality in IT Services......Page 185
Quality Management of Corporate Data Assets......Page 210
Quality of Cloud Services......Page 227
Focused Improvements of IT Service Processes in a Complex Environment......Page 240
Application Management: Provide Service Quality from a Business Perspective......Page 252
Economic Aspects of Quality of Service for Internet Based IT Services......Page 263
Alignment of Perceptions in Information Technology Service Quality......Page 277
Framework for IT Service Value Engineering: Managing Value and IT Service Quality......Page 291
Compilation of References......Page 315
About the Contributors......Page 337
Index
......Page 344