Framework for IT Service Value Engineering: Managing Value and IT Service Quality

Abstract

Managing the business value of IT-Services is an important aspect in the context of IT-Service quality management. This chapter introduced a framework for IT-Service value engineering and closes gaps in research and practical management in IT value management. The concept illustrates aspects of IT service value engineering and IT business alignment and the relation to IT service quality management. The Framework for IT service value engineering is made up of different management levels and a value engineering process. It integrates various concepts from IT and business value management in order to evaluate and improve the contribution of IT services towards overall business value.