{"title":"Foreword of the Thematic Track: Quality in IT Service Management","authors":"Marion Lepmets","doi":"10.1109/QUATIC.2014.60","DOIUrl":null,"url":null,"abstract":"ERVICE quality is an abstract and elusive construct because of the nature of services – their intangibility, heterogeneity, and inseparability of consumption and production. The growth of IT services in terms of processes, frameworks and standards has been immense. ITIL, ISO/IEC 20000, CoBIT and CMMI-SVC all address service needs. However, this shift to services in IT has not been accompanied by increased understanding of the concepts of quality and of the measurement of quality.","PeriodicalId":317037,"journal":{"name":"2014 9th International Conference on the Quality of Information and Communications Technology","volume":"17 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2014-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2014 9th International Conference on the Quality of Information and Communications Technology","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/QUATIC.2014.60","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
ERVICE quality is an abstract and elusive construct because of the nature of services – their intangibility, heterogeneity, and inseparability of consumption and production. The growth of IT services in terms of processes, frameworks and standards has been immense. ITIL, ISO/IEC 20000, CoBIT and CMMI-SVC all address service needs. However, this shift to services in IT has not been accompanied by increased understanding of the concepts of quality and of the measurement of quality.
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