Implementing IT Service Management: A Case Study Focussing On Critical Sucess Factors

by Wui-Gee Tan, Aileen Cater-Steel and Mark Toleman

This paper discusses an implemented centralized IT service management model based on the ITIL framework. It outlines the challenges and breakthroughs and confirms a set of factors contributing to a projects success while offering a learning opportunity for other organizations.

In order for a project to succeed it is important to have the commitment of senior management, a project champion should be appointed and the recognition for a change management strategy needs to be prepared.

The critical success approach was established to outline a set of critical success factors "where things must go right in order to successfully achieve objectives and goals." This list is made up of 22 CFSs.

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Towards TQM in IT Services

by Xian Chen and Paul Sorenson

This paper addresses the problem of total quality management (TQM) in IT services followed by a review of quality definitions from the four levels of perspectives. 

TQM is a strategy used to improve IT system quality, this can be defined in the four step system quality improvement cycle; Plan, Do, Check and Act. Adapting these steps will help measure and improve IT services.

The definition of quality is hard to measure when discussing the quality of service in IT services. In order to develop a better understanding quality has been divided into four perspectives. The four perspectives are; Conformance Quality, Gap Quality, Value Quality and Excellence Quality. Conformance Quality is internally defined and concerned with the performance and original design specification. Gap Quality very complex to explain, it is the most pervasive definition of quality in business management, it is partially related to quality improvement. Value Quality reflects value and benefits to customers, it is a universal measure but widely different with different types of objects. Excellence Quality stresses that features and characteristics of quality are excellent.

Basically the TQM process improves quality processes by exploring the approach to manage different levels of quality improvements using the above four different perspectives to define quality in IT services.