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TitleQuality management for IT services : perspectives on business and process performance
Author [edited by] Claus-Peter Praeg, Dieter Spath
Imprint Hershey, PA : Business Science Reference, c2011
Descript xiv, 332 p. : ill. ; 29 cm

CONTENT

Section 1 Quality management: general concepts and review for it service quality management : IT service quality management: assumptions, frameworks and effects on business performance / Claus-Peter Praeg -- E-service quality: literature review and future avenues of research / Ainhize Gilsanz -- Methods for service quality assurance / Manfred Bruhn -- Section 2 Management concepts and models for it service quality management : Quality management for it services: IBM implementation of quality management / Ulrike Vauth -- Comparison and integration of it governance frameworks to support it management / W. Johannsen -- Quality-oriented it service management: a theoretical approach towards high-quality it service / Patrick Wild -- Section 3 Process based concepts and models for it service quality management : Collaborative modeling of ITIL service management processes / Sven Markus Walter -- Continual process improvement based on ITIL and process mining / Gerrit Tamm -- Process assessment as a means to improve quality in it service / Alain Renault -- Section 4 Infrastructural aspects in context of it service quality management : Quality management of corporate data assets / Boris Otto -- Quality of cloud services / Anette Weisbecker -- Section 5 Implementation and practical solutions : Focused improvements of it service processes in a complex environment / W. Pietsch -- Application management: provide service quality from a business perspective / Marc-Oliver Kociemba -- Section 6 Economic and Social Perspectives of IT Service Quality Management : Economic Aspects of Quality of Service for Internet Based IT Services / Rudiger Zarnekow -- Alignment of Perceptions in Information Technology Service Quality / Luis Kalb Roses -- Framework for IT Service Value Engineering: Managing Value and IT Service Quality / Claus-Peter Praeg


Information technology -- Management Information technology -- Quality control

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