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Quality Management for IT Services
By: Claus-Peter Praeg; Dieter Spath
Publisher: IGI Global
Pub. Date: September 30, 2010
Print Isbn-10: 1-61692-889-1
Print Isbn-13: 978-1-61692-889-6
Web Isbn-13: 978-1-61692-891-9
Pages in Print Edition: 348
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Overview
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.
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Table of Contents
