Integrated model for Quality Assurance of ICT-based services

With the adoption of Internet as a prerequisite and enabler of doing business, online services and their quality are directly dependant on ICT and the quality of ICT-based services. Based on the extensive literature that exists for quality of services from several aspects (technology, technical, marketing) and the currently deployed standards and best practices (ISO and ITIL), a unified view should be developed that will correspond to the business and economic environment. The goal of this paper is to propose an integrated model for Quality Assurance of ICT-based services and to present the status of the research that is in progress.