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Eric Ras - One of the best experts on this subject based on the ideXlab platform.
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The Evaluation of the IT Service Quality Measurement Framework in Industry
Global Journal of Flexible Systems Management, 2014Co-Authors: Marion Lepmets, Antonia Mas, Antoni Lluís Mesquida, Aileen Cater-steel, Eric RasAbstract:The two objectives of this paper are: (a) to evaluate an IT service quality Measurement Framework, and (b) to refine the IT service quality Measurement Framework for the IT service industry. We explore the notion of IT service quality from a holistic point of view—we evaluate the IT service quality measures that could help IT service organizations to understand the quality of the IT services they offer and address the areas where provider-driven IT service improvement is needed. As an example of the interconnectivity between IT service quality measures, we take a closer look at how process performance relates to other IT service quality measures and to the overall IT service quality. To attain our research objectives, we evaluate the IT service quality Measurement Framework that we proposed earlier. The evaluation is done through semi-structured interviews with IT service providers. This study follows the design science research paradigm that is based on constructive research. The interviewed organizations collect and analyse data about various IT service quality measures from all the dimensions of the proposed Framework without understanding the interdependencies between them. We use the systems thinking approach to interpret the results and to describe the importance of a holistic view in understanding the behaviour of a service system. Finally, we contextualize the IT service quality Measurement Framework that supports the provider-driven IT service improvement in the simple, complicated and complex contexts.
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Extending the IT service quality Measurement Framework through a systematic literature review
Journal of Service Science Research, 2012Co-Authors: Marion Lepmets, Francis Gacenga, Aileen Cater-steel, Eric RasAbstract:Continuous improvement of service quality results in enhanced customer satisfaction, increased efficiency and maximisation of business value of the service within the company. Decision-making on the course of service quality improvement is based on the current status of the measurable service quality attributes. The aim of the paper is to describe the IT service quality attributes that could be measured to improve IT service quality. We report on a systematic literature review of IT service quality Measurement. The review was based on 134 relevant journal articles related to IT service quality management. Of these, 91 articles were selected for analysis. We propose a detailed and comprehensive quality Measurement Framework for IT services using the results of the systematic literature review to extend previous work. The Framework presents six common issue areas with their associated Measurement categories, measures, and indicators. IT service providers can choose the measures to satisfy their specific information needs from the proposed IT service quality Measurement Framework. We conclude that IT service quality improvement efforts could benefit from considering the internal IT service quality attributes from the viewpoint of the value the provided IT service could bring to both the customer and the provider.
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A Quality Measurement Framework for IT Services
2011 Annual SRII Global Conference, 2011Co-Authors: Marion Lepmets, Eric Ras, Alain RenaultAbstract: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.
Marion Lepmets - One of the best experts on this subject based on the ideXlab platform.
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Measuring IT service quality: evaluation of IT service quality Measurement Framework in industry
Journal of Service Science Research, 2014Co-Authors: Aileen Cater-steel, Marion LepmetsAbstract:IT service quality is determined by the value that the IT service brings to both the IT service provider and its customers, but service value is not measured in most IT service organizations today. We describe the fourth iteration of our IT service quality Measurement Framework and report on the evaluation of the Framework in the Australian IT service industry. The data was gathered from 63 IT service providers through an online survey. The paper focuses on the application of the proposed IT service quality Measurement Framework in industry as well as the importance and feasibility of measuring and interlinking various IT service quality aspects. An important finding is that although the majority of respondents recognize the importance of IT service value, very few providers actually measure the value of their IT services. The findings also support the importance of taking a systemic approach to IT service Measurement. It is clear that various service areas are inter-linked: IT service stability impacts on customer satisfaction, and process performance affects IT service stability. With the exception of three indicators, all the proposed indicators and measures were applied in the surveyed IT service organizations. Further efforts to confirm these findings will be under-taken within the global IT service industry.
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The Evaluation of the IT Service Quality Measurement Framework in Industry
Global Journal of Flexible Systems Management, 2014Co-Authors: Marion Lepmets, Antonia Mas, Antoni Lluís Mesquida, Aileen Cater-steel, Eric RasAbstract:The two objectives of this paper are: (a) to evaluate an IT service quality Measurement Framework, and (b) to refine the IT service quality Measurement Framework for the IT service industry. We explore the notion of IT service quality from a holistic point of view—we evaluate the IT service quality measures that could help IT service organizations to understand the quality of the IT services they offer and address the areas where provider-driven IT service improvement is needed. As an example of the interconnectivity between IT service quality measures, we take a closer look at how process performance relates to other IT service quality measures and to the overall IT service quality. To attain our research objectives, we evaluate the IT service quality Measurement Framework that we proposed earlier. The evaluation is done through semi-structured interviews with IT service providers. This study follows the design science research paradigm that is based on constructive research. The interviewed organizations collect and analyse data about various IT service quality measures from all the dimensions of the proposed Framework without understanding the interdependencies between them. We use the systems thinking approach to interpret the results and to describe the importance of a holistic view in understanding the behaviour of a service system. Finally, we contextualize the IT service quality Measurement Framework that supports the provider-driven IT service improvement in the simple, complicated and complex contexts.
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Extending the IT service quality Measurement Framework through a systematic literature review
Journal of Service Science Research, 2012Co-Authors: Marion Lepmets, Francis Gacenga, Aileen Cater-steel, Eric RasAbstract:Continuous improvement of service quality results in enhanced customer satisfaction, increased efficiency and maximisation of business value of the service within the company. Decision-making on the course of service quality improvement is based on the current status of the measurable service quality attributes. The aim of the paper is to describe the IT service quality attributes that could be measured to improve IT service quality. We report on a systematic literature review of IT service quality Measurement. The review was based on 134 relevant journal articles related to IT service quality management. Of these, 91 articles were selected for analysis. We propose a detailed and comprehensive quality Measurement Framework for IT services using the results of the systematic literature review to extend previous work. The Framework presents six common issue areas with their associated Measurement categories, measures, and indicators. IT service providers can choose the measures to satisfy their specific information needs from the proposed IT service quality Measurement Framework. We conclude that IT service quality improvement efforts could benefit from considering the internal IT service quality attributes from the viewpoint of the value the provided IT service could bring to both the customer and the provider.
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A Quality Measurement Framework for IT Services
2011 Annual SRII Global Conference, 2011Co-Authors: Marion Lepmets, Eric Ras, Alain RenaultAbstract: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.
Aileen Cater-steel - One of the best experts on this subject based on the ideXlab platform.
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Measuring IT service quality: evaluation of IT service quality Measurement Framework in industry
Journal of Service Science Research, 2014Co-Authors: Aileen Cater-steel, Marion LepmetsAbstract:IT service quality is determined by the value that the IT service brings to both the IT service provider and its customers, but service value is not measured in most IT service organizations today. We describe the fourth iteration of our IT service quality Measurement Framework and report on the evaluation of the Framework in the Australian IT service industry. The data was gathered from 63 IT service providers through an online survey. The paper focuses on the application of the proposed IT service quality Measurement Framework in industry as well as the importance and feasibility of measuring and interlinking various IT service quality aspects. An important finding is that although the majority of respondents recognize the importance of IT service value, very few providers actually measure the value of their IT services. The findings also support the importance of taking a systemic approach to IT service Measurement. It is clear that various service areas are inter-linked: IT service stability impacts on customer satisfaction, and process performance affects IT service stability. With the exception of three indicators, all the proposed indicators and measures were applied in the surveyed IT service organizations. Further efforts to confirm these findings will be under-taken within the global IT service industry.
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The Evaluation of the IT Service Quality Measurement Framework in Industry
Global Journal of Flexible Systems Management, 2014Co-Authors: Marion Lepmets, Antonia Mas, Antoni Lluís Mesquida, Aileen Cater-steel, Eric RasAbstract:The two objectives of this paper are: (a) to evaluate an IT service quality Measurement Framework, and (b) to refine the IT service quality Measurement Framework for the IT service industry. We explore the notion of IT service quality from a holistic point of view—we evaluate the IT service quality measures that could help IT service organizations to understand the quality of the IT services they offer and address the areas where provider-driven IT service improvement is needed. As an example of the interconnectivity between IT service quality measures, we take a closer look at how process performance relates to other IT service quality measures and to the overall IT service quality. To attain our research objectives, we evaluate the IT service quality Measurement Framework that we proposed earlier. The evaluation is done through semi-structured interviews with IT service providers. This study follows the design science research paradigm that is based on constructive research. The interviewed organizations collect and analyse data about various IT service quality measures from all the dimensions of the proposed Framework without understanding the interdependencies between them. We use the systems thinking approach to interpret the results and to describe the importance of a holistic view in understanding the behaviour of a service system. Finally, we contextualize the IT service quality Measurement Framework that supports the provider-driven IT service improvement in the simple, complicated and complex contexts.
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Extending the IT service quality Measurement Framework through a systematic literature review
Journal of Service Science Research, 2012Co-Authors: Marion Lepmets, Francis Gacenga, Aileen Cater-steel, Eric RasAbstract:Continuous improvement of service quality results in enhanced customer satisfaction, increased efficiency and maximisation of business value of the service within the company. Decision-making on the course of service quality improvement is based on the current status of the measurable service quality attributes. The aim of the paper is to describe the IT service quality attributes that could be measured to improve IT service quality. We report on a systematic literature review of IT service quality Measurement. The review was based on 134 relevant journal articles related to IT service quality management. Of these, 91 articles were selected for analysis. We propose a detailed and comprehensive quality Measurement Framework for IT services using the results of the systematic literature review to extend previous work. The Framework presents six common issue areas with their associated Measurement categories, measures, and indicators. IT service providers can choose the measures to satisfy their specific information needs from the proposed IT service quality Measurement Framework. We conclude that IT service quality improvement efforts could benefit from considering the internal IT service quality attributes from the viewpoint of the value the provided IT service could bring to both the customer and the provider.
Antonia Mas - One of the best experts on this subject based on the ideXlab platform.
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The Evaluation of the IT Service Quality Measurement Framework in Industry
Global Journal of Flexible Systems Management, 2014Co-Authors: Marion Lepmets, Antonia Mas, Antoni Lluís Mesquida, Aileen Cater-steel, Eric RasAbstract:The two objectives of this paper are: (a) to evaluate an IT service quality Measurement Framework, and (b) to refine the IT service quality Measurement Framework for the IT service industry. We explore the notion of IT service quality from a holistic point of view—we evaluate the IT service quality measures that could help IT service organizations to understand the quality of the IT services they offer and address the areas where provider-driven IT service improvement is needed. As an example of the interconnectivity between IT service quality measures, we take a closer look at how process performance relates to other IT service quality measures and to the overall IT service quality. To attain our research objectives, we evaluate the IT service quality Measurement Framework that we proposed earlier. The evaluation is done through semi-structured interviews with IT service providers. This study follows the design science research paradigm that is based on constructive research. The interviewed organizations collect and analyse data about various IT service quality measures from all the dimensions of the proposed Framework without understanding the interdependencies between them. We use the systems thinking approach to interpret the results and to describe the importance of a holistic view in understanding the behaviour of a service system. Finally, we contextualize the IT service quality Measurement Framework that supports the provider-driven IT service improvement in the simple, complicated and complex contexts.
Antoni Lluís Mesquida - One of the best experts on this subject based on the ideXlab platform.
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The Evaluation of the IT Service Quality Measurement Framework in Industry
Global Journal of Flexible Systems Management, 2014Co-Authors: Marion Lepmets, Antonia Mas, Antoni Lluís Mesquida, Aileen Cater-steel, Eric RasAbstract:The two objectives of this paper are: (a) to evaluate an IT service quality Measurement Framework, and (b) to refine the IT service quality Measurement Framework for the IT service industry. We explore the notion of IT service quality from a holistic point of view—we evaluate the IT service quality measures that could help IT service organizations to understand the quality of the IT services they offer and address the areas where provider-driven IT service improvement is needed. As an example of the interconnectivity between IT service quality measures, we take a closer look at how process performance relates to other IT service quality measures and to the overall IT service quality. To attain our research objectives, we evaluate the IT service quality Measurement Framework that we proposed earlier. The evaluation is done through semi-structured interviews with IT service providers. This study follows the design science research paradigm that is based on constructive research. The interviewed organizations collect and analyse data about various IT service quality measures from all the dimensions of the proposed Framework without understanding the interdependencies between them. We use the systems thinking approach to interpret the results and to describe the importance of a holistic view in understanding the behaviour of a service system. Finally, we contextualize the IT service quality Measurement Framework that supports the provider-driven IT service improvement in the simple, complicated and complex contexts.
