A Quality Measurement Framework for IT Services

Author

Lepmets, Marion ; Ras, Eric ; Renault, Alain

Author_Institution

Service Sci. & Innovation, Public Res. Centre Henri Tudor, Luxembourg, Luxembourg

fYear

2011

fDate

March 29 2011-April 2 2011

Firstpage

767

Lastpage

774

Abstract

Our research aims to evaluate the impact of process improvement on IT service quality by conducting a series of studies in industry. In order to do that we first establish a framework for IT service quality measures and indicators. Stemming from the fact that you cannot improve what you cannot measure, this paper proposes IT service quality measures. We adapt two widely known quality measurement frameworks of software engineering to IT services. We apply the software product quality model described in ISO/IEC 25010 and the quality measurement framework of Practical Software and Systems Measurement to the IT service quality attributes, which are derived from ITIL, ISO/IEC 20000 and SERVQUAL. As a result of the study, we will have IT service quality measures that industry can collect in order to evaluate their progress.

Keywords

IEC standards; ISO standards; quality management; software development management; software quality; ISO/IEC 20000; ISO/IEC 25010; IT service quality; ITIL; SERVQUAL; process improvement; quality measurement framework; software engineering; software product quality model; Customer satisfaction; IEC standards; ISO standards; Organizations; Software; Software engineering; Software measurement; ISO/IEC 20000; IT service quality; IT service quality measures; ITIL; PSM; SERVQUAL; SQuaRE; quality measurement framework;

fLanguage

English

Publisher

ieee

Conference_Titel

SRII Global Conference (SRII), 2011 Annual

Conference_Location

San Jose, CA

Print_ISBN

978-1-61284-415-2

Electronic_ISBN

978-0-7695-4371-0

Type

conf

DOI

10.1109/SRII.2011.84

Filename

5958158