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

Abstract

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.