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

Perspectives of IT-Service Quality Management: A Concept for Life Cycle Based Quality Management of IT-Services
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Author(s): Claus-Peter Praeg (University of Stuttgart, Germany)and Dieter Spath (University of Stuttgart, Germany)
Copyright: 2009
Pages: 27
Source title: Information Technology Governance and Service Management: Frameworks and Adaptations
Source Author(s)/Editor(s): Aileen Cater-Steel (University of Southern Queensland, Australia)
DOI: 10.4018/978-1-60566-008-0.ch022

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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.

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