论文信息 - A Quality Measurement Framework for IT Services

A Quality Measurement Framework for IT Services

Our research aims to evaluate the impact of process improvement on IT service quality by conducting a series of studies in industry. In order to do that we first establish a framework for IT service quality measures and indicators. Stemming from the fact that you cannot improve what you cannot measure, this paper proposes IT service quality measures. We adapt two widely known quality measurement frameworks of software engineering to IT services. We apply the software product quality model described in ISO/IEC 25010 and the quality measurement framework of Practical Software and Systems Measurement to the IT service quality attributes, which are derived from ITIL, ISO/IEC 20000 and SERVQUAL. As a result of the study, we will have IT service quality measures that industry can collect in order to evaluate their progress.

Marion Lepmets | Eric Ras | Alain Renault

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