Information Technology Hardware Services based on the Service Quality dimension to the IT Hardware Support Services: A Conceptual Framework

Abstract

Information Technology hardware services are one of the crucial services to the organization that has an Information Technology department or using Information Technology technical support services. The services offer to the users or inter-department in the IT hardware services. The study's goal is to improve the quality of Information technology hardware services by focusing on issues that arise in daily Information Technology operations, especially in Information Technology hardware support and services. Issues on the ITHS involve people, processes, and technology. These three issues bring difficulty in Information technology hardware services operation in daily routine service and contribute to the poor services in Information Technology hardware support to users. From the research perspective, minimal research in scholar in the Information Technology hardware area. Most of the studies reflected state-of-the-art research (Information Technology Services Management). Additionally, minimum research to the information system based on the IT hardware services and only general policy based on the service level agreement reflected the Information Technology hardware services. The Information Technology hardware service conceptual framework is a new stepforward to the development of the IT hardware assessment model. The idea, new proposed conceptual framework introduces develop, an area in IT hardware services using all the components from the IT Framework and aligned with the SERVQUAL concept of organizational culture and services. Previously, a minimal specific framework or model that direct to the Information Technology hardware services, based to the state-of-the-art with service level agreement and only generic policy use on the organization that has the information technology services. Again, the newly develop Information Technology Hardware Services conceptual framework integrates with the most relevant IT framework adoption from ITIL, COBIT 5, and CMMI-SVC, to provide more understanding and richer findings to the ITHS conceptual framework. This conceptual framework constructs the relationships between the SERVQUAL dimension and ITHS elements that reflect the quality of services. It also contributes to the new element’s creation to the ITHS that only apply the incident management component from the three selected IT framework as mentioned. The first section of the paper provides an overview of information technology hardware services. Second, the literary and theoretical basis on service quality and creation to the information technology hardware service dimension is presented. Third, the theoretical framework leads to a new creation of the conceptual framework in information technology hardware services.