Quality Management for IT Services Perspectives on Business and Process Performance 1st Edition by Claus Peter Praeg, Dieter Spath ISBN 1616928891 9781616928896

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Product details:

ISBN 10: 1616928891

ISBN 13: 9781616928896 

Author: Claus-peter Praeg, Dieter Spath

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. IT Service Quality Management: Assumptions, Frameworks and Effects on Business Performance

2. e-Service Quality: Literature Review and Future Avenues of Research

3. Methods for Service Quality Assurance

4. Quality Management for IT Services: IBM Implementation of Quality Management

5. Comparison and Integration of IT Governance Frameworks to Support IT Management

6. Quality-Oriented IT Service Management: A Theoretical Approach Towards High-Quality IT Services

7. Collaborative Modelling of ITIL Service Management Processes

8. Continual Process Improvement Based on ITIL and Process Mining

9. Process Assessment as a Means to Improve Quality in IT Services

10. Quality Management of Corporate Data Assets

11. Quality of Cloud Services

12. Focused Improvements of IT Service Processes in a Complex Environment

13. Application Management: Provide Service Quality from a Business Perspective

14. Economic Aspects of Quality of Service for Internet-Based IT Services

15. Alignment of Perceptions in Information Technology Service Quality

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

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Tags: Claus Peter Praeg, Dieter Spath, Quality Management, IT Services, Business, Process Performance