loading
Papers Papers/2022 Papers Papers/2022

Research.Publish.Connect.

Paper

Paper Unlock

Authors: Maiju Hjelt 1 and Nestori Syynimaa 2

Affiliations: 1 University of Jyväskylä, Finland ; 2 University of Jyväskylä, Gerenios Ltd and Sovelto Plc, Finland

Keyword(s): IT Service Management, ITIL, Quality, Quality Management, Measurement.

Related Ontology Subjects/Areas/Topics: Enterprise Information Systems ; Information Systems Analysis and Specification ; Software Metrics and Measurement ; Tools, Techniques and Methodologies for System Development

Abstract: 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.

CC BY-NC-ND 4.0

Sign In Guest: Register as new SciTePress user now for free.

Sign In SciTePress user: please login.

PDF ImageMy Papers

You are not signed in, therefore limits apply to your IP address 18.222.69.152

In the current month:
Recent papers: 100 available of 100 total
2+ years older papers: 200 available of 200 total

Paper citation in several formats:
Hjelt, M. and Syynimaa, N. (2018). Quality Management in Service Desk - How Does Service Desk Managers Define and Measure Quality. In Proceedings of the 20th International Conference on Enterprise Information Systems - Volume 2: ICEIS; ISBN 978-989-758-298-1; ISSN 2184-4992, SciTePress, pages 314-319. DOI: 10.5220/0006779903140319

@conference{iceis18,
author={Maiju Hjelt. and Nestori Syynimaa.},
title={Quality Management in Service Desk - How Does Service Desk Managers Define and Measure Quality},
booktitle={Proceedings of the 20th International Conference on Enterprise Information Systems - Volume 2: ICEIS},
year={2018},
pages={314-319},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006779903140319},
isbn={978-989-758-298-1},
issn={2184-4992},
}

TY - CONF

JO - Proceedings of the 20th International Conference on Enterprise Information Systems - Volume 2: ICEIS
TI - Quality Management in Service Desk - How Does Service Desk Managers Define and Measure Quality
SN - 978-989-758-298-1
IS - 2184-4992
AU - Hjelt, M.
AU - Syynimaa, N.
PY - 2018
SP - 314
EP - 319
DO - 10.5220/0006779903140319
PB - SciTePress

- Science and Technology Publications, Lda.
RESOURCES

Proceedings

Papers

Authors

Ontology

CONTACTS

Science and Technology Publications, Lda
Avenida de S. Francisco Xavier, Lote 7 Cv. C,
2900-616 Setúbal, Portugal.

Phone: +351 265 520 185 (National fixed network call)
Fax: +351 265 520 186
Email: info@scitepress.org

EXTERNAL LINKS

PRIMORIS

INSTICC

SCITEVENTS

CROSSREF

PROCEEDINGS SUBMITTED FOR INDEXATION BY:

dblp

Ei Compendex

SCOPUS

Semantic Scholar

Google Scholar

Microsoft Academic