6533b836fe1ef96bd12a14ad
RESEARCH PRODUCT
Quality Management in Service Desk : How Does Service Desk Managers Define and Measure Quality
Nestori SyynimaaMaiju Hjeltsubject
ta113Measure (data warehouse)palvelutQuality managementhallintaITILComputer sciencemedia_common.quotation_subjectmittauslaatutietotekniikkalaadunhallintaIT service managementEngineering managementqualityQuality (business)measurementService deskmedia_commonquality managementdescription
Many public and private sector organisations are depending on IT services provided by external service providers. The quality of the service affects the customer satisfaction and consequently the customer behaviour. The concept of quality has many meanings in the literature. In this paper, we study how service desk managers perceive the concept of quality and how to manage it in an organisation which has adopted ITIL. Our findings indicate that the quality is seen only in terms of how the agreed service levels are achieved. This view excludes the quality of the processes used to deliver IT services. Quality measurements are reflecting the perception of the concept of quality. peerReviewed
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2018-01-01 |