Abstract
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.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
