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Quality Management for IT Services

Book Description

Modern business processes rely heavily on IT services. In spite of this 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 close 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 practical implementation solutions, this book gives both scientists and practical experts insight into the different facets of IT service quality management.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Preface
  5. Acknowledgment
  6. Section 1: Quality Management: General Concepts and Review for IT Service Quality Management
    1. Chapter 1: IT Service Quality Management
      1. ABSTRACT
      2. INTRODUCTION
      3. FROM QUALITY MANAGEMENT TO IT QUALITY MANAGEMENT
      4. CONCEPTS OF IT SERVICE MANAGEMENT
      5. FRAMEWORK FOR IT SERVICE QUALITY MANAGEMENT
      6. EFFECTS ON BUSINESS PERFORMANCE
      7. OUTLOOK AND FURTHER RESEARCH
    2. Chapter 2: e-Service Quality
      1. ABSTRACT
      2. OVERVIEW
      3. RELEVANCE OF E-QUALITY
      4. THE CONSTRUCTION OF E-SQ SCALES: DIMENSIONS AND ITEMS UTILISED
      5. E-QUALITY RESEARCH CHALLENGES
      6. CONCLUSION AND FUTURE AVENUES OF RESEARCH
    3. Chapter 3: Methods for Service Quality Assurance1
      1. ABSTRACT
      2. 1 MANAGEMENT OF SERVICE QUALITY
      3. 3 OPERATIONAL STRUCTURES OF QUALITY MANAGEMENT FOR SERVICES
      4. 4 A SUMMARIZED APPRAISAL OF THE QUALITY MANAGEMENT INSTRUMENTS FOR SERVICES
      5. 5 IMPLEMENATATION AND SUPERVISION OF QUALITY MANAGEMENT FOR SERVICES
      6. 6 TEN STEPS TO SUCCESSFUL QUALITY MANAGEMENT FOR SERVICES
  7. Section 2: Management Concepts and Models for IT Service Quality Management
    1. Chapter 4: Quality Management for IT Services
      1. THE IBM COMPONENT BUSINESS MODEL AS ENTRY POINT TO DETERMINE HOT COMPONENTS FOR QUALITY MANAGEMENT
      2. QUALITY MANAGEMENT IN THE CONTEXT OF PORTFOLIO MANAGEMENT AND PROJECT DELIVERY
      3. KEY DRIVERS FOR A SUCCESSFUL QUALITY MANAGEMENT IMPLEMENTATION
    2. Chapter 5: Comparison and Integration of IT Governance Frameworks to support IT Management
      1. ABSTRACT
      2. INTRODUCTION
      3. EMERGENCE OF MULTIMODEL ENVIRONMENTS
      4. APPROACHES TO COMPARE AND INTEGRATE IT GOVERNANCE FRAMEWORKS
      5. INTEGRATION WITH CONCEPTUAL METAMODELS
      6. CONCLUSION
      7. NOTE
    3. Chapter 6: Quality-Oriented IT Service Management
      1. INTRODUCTION
      2. MOTIVATION
      3. SERVICE QUALITY AS A STRATEGIC SUCCESS FACTOR
      4. IT SERVICE QUALITY MODEL
      5. QUALITY REQUIREMENTS MODEL FOR IT SERVICES
      6. CMMI BASED QUALITY ALLOCATION MODEL
      7. PRACTICAL IMPLICATIONS
      8. CONCLUSION & OUTLOOK
  8. Section 3: Process Based Concepts and Models for IT Service Quality Management
    1. Chapter 7: Collaborative Modelling of ITIL Service Management Processes
      1. ABSTRACT
      2. INTRODUCTION AND REASONS FOR MODELLING IT INFRASTRUCTURE LIBRARY PROCESSES
      3. PROBLEM ANALYSIS AND SUMMARY
      4. CONCEPTS FOR DERIVING A CONSISTENT PROCESS MODEL FROM ITIL
      5. MAPPING OF THE GUIDELINES OF MODELLING (GOM) TO THE PILOT MODEL
      6. EXPERIENCE AND OUTLOOK
    2. Chapter 8: Continual Process Improvement Based on ITIL and Process Mining
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. MAIN FOCUS OF THE CHAPTER
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
    3. Chapter 9: Process Assessment as a Means to Improve Quality in IT Services
      1. 1. ABSTRACT
      2. 2. INTRODUCTION
      3. 3. PRESENTATION OF THE ISO/IEC 15504 STANDARD
      4. 4. PRODUCING AN ISO/IEC 15504 BASED PROCESS ASSESSMENT MODEL
      5. 5. DESCRIPTION OF TIPA
      6. 6. THE IMPACT OF THE IMPROVEMENT CYCLE ON THE QUALITY OF THE IT SERVICES
      7. 7. AN EXAMPLE OF A PRACTICAL APPLICATION OF TIPA4
      8. 8. CONCLUSION5
  9. Section 4: Infrastructural Aspects in Context of IT Service Quality Management
    1. Chapter 10: Quality Management of Corporate Data Assets
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. RESEARCH APPROACH
      5. REFERENCE MODEL FOR CDQM
      6. MODEL APPLICATION
      7. SUMMARY AND OUTLOOK
    2. Chapter 11: Quality of Cloud Services
      1. ABSTRACT
      2. CLOUD COMPUTING
      3. SERVICE ENGINEERING FOR CLOUD SERVICES
      4. QUALITY OF CLOUD SERVICES
      5. MEASUREMENT OF CLOUD SERVICE QUALITY
  10. Section 5: Implementation and Practical Solutions
    1. Chapter 12: Focused Improvements of IT Service Processes in a Complex Environment
      1. ABSTRACT
      2. IT SERVICE PROCESSES AND BEST PRACTICES
      3. CASE STUDY
      4. AN APPROACH FOR FOCUSSED IT SERVICE IMPROVEMENT
      5. CASE FINDINGS: LESSONS LEARNT
      6. OUTLOOK
    2. Chapter 13: Application Management
      1. ABSTRACT
      2. 1 APPLICATION MANAGEMENT: AN INTRODUCTION
      3. 2 REQUIREMENTS OF BUSINESS SERVICE OWNERS
      4. 3 REQUIREMENTS OF SERVICE PROVIDERS
      5. 4 APPLICATION MANAGEMENT IN THE SOFTWARE DEVELOPMENT LIFECYCLE
      6. 5 APPLICATION MANAGEMENT IN THE REAL WORLD
      7. 6 WRAP-UP
  11. Section 6: Economic and Social Perspectives of IT Service Quality Management
    1. Chapter 14: Economic Aspects of Quality of Service for Internet Based IT Services
      1. ABSTRACT
      2. INTRODUCTION
      3. THE INFLUENCE OF QUALITY OF SERVICE ON IT SERVICE QUALITY
      4. ECONOMIC ASPECTS OF QUALITY OF SERVICE
      5. FUTURE QOS PROSPECTS
    2. Chapter 15: Alignment of Perceptions in Information Technology Service Quality
      1. INTRODUCTION
      2. IT SERVICE QUALITY
      3. SERVQUAL MODEL
      4. METHOD
      5. FINDINGS
      6. CONCLUSION
    3. Chapter 16: Framework for IT Service Value Engineering
      1. ABSTRACT
      2. INTRODUCTION
      3. BUSINESS ENGINEERING
      4. BUSINESS VALUE OF IT
      5. IT BUSINESS ALIGNMENT
      6. CONCEPTUALIZING IT AND IT SERVICES
      7. PORTFOLIO MANAGEMENT FOR IT SERVICES
      8. FRAMEWORK FOR IT SERVICE VALUE ENGINEERING
      9. RELATION BETWEEN IT SERVICE VALUE AND QUALITY MANAGEMENT
      10. SUMMARY AND OUTLOOK
  12. Compilation of References
  13. About the Contributors