Perspectives of IT-Service Quality Management: A Concept for Life Cycle Based Quality Management of IT-Services

Perspectives of IT-Service Quality Management: A Concept for Life Cycle Based Quality Management of IT-Services

Claus-Peter Praeg (University of Stuttgart, Germany) and Dieter Spath (University of Stuttgart, Germany)
DOI: 10.4018/978-1-60566-008-0.ch022
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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.
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In context of IT-Governance there are numerous concepts and models that can enable organizations to be more effective and more efficient in using IT-Solutions. IT-Governance is supposed to help organizations to enhance their competitiveness by using Information Technology (IT). On the one hand a big issue in this discussion is the realization and evaluation of the business value due to the use of IT (Weill & Ross, 2004). On the other hand the constant change of business needs also demands a reliable and effective IT support for the business processes. Therefore IT-Governance and IT-Business alignment are key success factors for creating business value due to the use of IT-Services in an organization. In the wake of constantly changing business requirements the existing IT-Infrastructure and the IT-Services which support the business processes have to adapt as well. The developments in Information Technology and IT-Service management enable organizations to use IT-Solutions in a way which differs completely from earlier concepts. Therefore the management concepts for IT-Service management have to adjust to these new developments. In this situation the quality of the provided IT-Services becomes an important issue for IT-Service providers and service recipients. Hence quality management is one important aspect in the context of IT-Governance.

Experiences from the industrial sectors show that organizations are able to achieve strategic and operational targets concerning quality and customer satisfaction by using quality management approaches. In the context of IT-Quality management, IT-Governance defines the rules for the decision making process and competencies within an organization. It describes the framework for the IT-Strategy and defines the guidelines for the IT-Service management within an organization. Based on the importance of service quality, as outlined above, this chapter focuses on the quality management of IT-Services in dependence on the life cycle phase of IT-Services.

In the current discussion about IT-Services and quality management has so far not provided a concept which integrates these two dimensions in a life cycle based concept for IT-service quality management. This chapter aims to close this gap and provide a model which enables organizations to map selected quality management methods with previously defined phases of an IT-Service life cycle. The goal is to present managers a practical approach for matching quality management methods with life cycle phases of IT-Services.

From a research point of view, relevant questions concern the possibilities of transferring quality management concepts from the industrial sector to IT-Service management. In the context of the developments for IT-Service management it is important how a holistic life cycle for IT-Services can be illustrated. The final research question in this chapter focuses on mapping the different life cycle phases of IT-services and quality management concepts. To answer these questions the chapter will follow the structure outlined below (see Figure 1). It illustrates the several aspects in the context of life cycle management and IT-Service quality management which shall be merged into an integrated model of life cycle based IT-Service Quality Management.

Figure 1.

Structure of the chapter life cycle based IT-service management

Following Glass Ramesh, and Vessey (2004) the described solution promoted in this chapter is a conceptual analysis and an instrumental development based on a design science approach (Glass et al., 2004; Hevner, March, Park & Ram, 2004). In IT research science the design science creates and evaluates IT artifacts intended to solve organizational problems. In this context the organizational problem is the use of adequate quality management methods for IT-Service management within an organization. IT artifacts are generally defined as constructs (vocabulary and symbols), models (abstractions and representations), methods (algorithms and practices), and instantiations (implemented and prototype systems) (Hevner et al., 2004).

Complete Chapter List

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Table of Contents
Wim Van Grembergen
Aileen Cater-Steel
Aileen Cater-Steel
Chapter 1
Sherrena Buckby, Peter Best, Jenny Stewart
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The Current State of Information Technology Governance Literature
Chapter 2
Junghoon Lee, Changjin Lee
Domestic and global companies are increasingly using information and communication technologies as a means of delivering their strategic visions and... Sample PDF
IT Governance-Based IT Strategy and Management: Literature Review and Future Research Directions
Chapter 3
David Musson
This chapter reviews the IT governance literature. It proposes that there are three different concepts that are grouped together as IT governance.... Sample PDF
IT Governance: A Critical Review of the Literature
Chapter 4
Jyotirmoyee Bhattacharjya, Vanessa Chang
This chapter introduces key IT governance concepts and industry standards and explores their adoption and implementation in the higher education... Sample PDF
Adoption and Implementation of IT Governance: Cases from Australian Higher Education
Chapter 5
Lynne Gerke, Gail Ridley
This chapter examines the potential to use an audit program based on the Control Objectives for Information and related Technologies (CobiT)... Sample PDF
Tailoring CobiT for Public Sector IT Audit: An Australian Case Study
Chapter 6
Tony C. Shan, Winnie W. Hua
This chapter defines a methodical approach, named Comprehensive Architecture Rationalization and Engineering (CARE), to effectively manage the... Sample PDF
Comprehensive Architecture Rationalization and Engineering
Chapter 7
Junghoon Lee, Jungwoo Lee, Ja Young Lee
Research has recently begun to place greater emphasis on the strategic application of IT in seeking to integrate firms’ IT infrastructures and... Sample PDF
A Comparative Case Study of Three Korean Firms: Applying an IT Governance Framework
Chapter 8
Breanna O’Donohue, Graeme Pye, Matthew J. Warren
This chapter focuses upon the Australian Standard for the Corporate Governance of Information and Communication Technology (ICT) AS8015 (Standards... Sample PDF
The Impact of ICT Governance within Australian Companies
Chapter 9
Mark Toleman, Aileen Cater-Steel, Brian Kissell, Rob Chown, Michael Thompson
Acting upon the recommendations of a review of information and communications technology (ICT) governance and services at USQ, a major restructure... Sample PDF
Improving ICT Governance: A Radical Restructure Using CobiT and ITIL
Chapter 10
Brian Cusack
Security is a subprocess that affects all processes within an organization structure. The control frameworks of CobiT and ITIL provide a mapping of... Sample PDF
Managing IT Security Relationships within Enterprise Control Frameworks
Chapter 11
Michael A. Borth, Randy V. Bradley
This chapter discusses the overall importance of both corporate and IT governance, and demonstrates that IT governance is a very important... Sample PDF
Unexplored Linkages between Corporate Governance and IT Governance: An Evaluation and Call to Research
Chapter 12
Alea Fairchild, Martin Smits, Piet Ribbers, Erik van Geel, Geert Snijder
This document summarizes the initial findings of the I-Fit research project that started in August 2006 as a joint activity of a regional ICT... Sample PDF
I-Fit: Optimizing the Fit between Business and IT
Chapter 13
Tobias Kollmann, Matthias Häsel
This chapter articulates the knowledge and skills required by IT professionals in young Internet-based firms. Building on the general IT governance... Sample PDF
Competence of Information Technology Professionals in Internet-Based Ventures
Chapter 14
G. Philip Rogers
This chapter assesses what role maturity models can play in enterprise IT governance. Frameworks that are well known in the IT industry, such as the... Sample PDF
The Role of Maturity Models in IT Governance: A Comparison of the Major Models and Their Potential Benefits to the Enterprise
Chapter 15
Yael Dubinsky, Avi Yaeli, Yishai Feldman, Emmanuel Zarpas, Gil Nechushtai
Governance is the exercise of control and direction over a subject such as a society, an organization, processes, or artifacts, by using laws and... Sample PDF
Governance of Software Development: The Transition to Agile Scenario
Chapter 16
Anne C. Rouse
This chapter considers the governance issues raised by the increasing use of external parties to supply IT resources (including packaged enterprise... Sample PDF
The Governance Implications When it is Outsourced
Chapter 17
Muralidharan Ramakrishnan
This chapter is intended primarily for managers who are preparing to implement portfolio management concepts in an organization and students of IT... Sample PDF
IT Portfolio Management: A Pragmatic Approach to Implement IT Governance
Chapter 18
Andrew Dowse, Edward Lewis
With the cost, complexity and risk associated with IT systems, the approach to IT governance and service management in many organizations is to... Sample PDF
Applying Organizational Theories to Realize Adaptive IT Governance and Service Management
Chapter 19
Jon Iden
This chapter presents and analyzes a real life ITIL project, and it is based on a longitudinal case study. The purpose is to illustrate how the ITIL... Sample PDF
Implementing IT Service Management: Lessons Learned from a University IT Department
Chapter 20
Neil McBride
This chapter describes a suggested model for developing a service strategy within IT services. It considers the context, the organization of IT... Sample PDF
A Model for IT Service Strategy
Chapter 21
Manuel Mora, Ovsei Gelman, Rory O’Connor, Francisco Alvarez, Jorge Macías-Luévano
This chapter develops a descriptive-conceptual overview of the main models and standards of processes formulated in the systems engineering (SE)... Sample PDF
An Overview of Models and Standards of Processes in the SE, SwE, and IS Disciplines
Chapter 22
Claus-Peter Praeg, Dieter Spath
This chapter introduces an IT-Service management framework for the use of quality management concepts in the context of the life cycle phases of... Sample PDF
Perspectives of IT-Service Quality Management: A Concept for Life Cycle Based Quality Management of IT-Services
Chapter 23
Chee Ing Tiong, Aileen Cater-Steel, Wui-Gee Tan
This study reviews literature related to financial metrics that organizations could use in measuring the return on investment from their adoption of... Sample PDF
Measuring Return on Investment from Implementing ITIL: A Review of the Literature
Chapter 24
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This chapter describes how models for software development and service delivery can be integrated into a common approach to reach an integrated... Sample PDF
Integrated Product Life Cycle Management for Software: CMMI1, SPICE, and ISO/IEC 20000
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