دانلود کتاب Quality Management for IT Services: Perspectives on Business and Process Performance

فهرست مطالب :

Title ......Page 2
Table of Contents......Page 4
Detailed Table of Contents......Page 7
Preface......Page 12
Acknowledgment......Page 15
IT Service Quality Management: Assumptions, Frameworks and Effects on Business Performance......Page 18
e-Service Quality: Literature Review and Future Avenues of Research......Page 39
Methods for Service Quality Assurance......Page 62
Quality Management for IT Services: IBM Implementation of Quality Management......Page 93
Comparison and Integration of IT Governance Frameworks to Support IT Management......Page 107
Quality-Oriented IT Service Management: A Theoretical Approach Towards High-Quality IT Services......Page 125
Collaborative Modelling of ITIL Service Management Processes......Page 142
Continual Process Improvement Based on ITIL and Process Mining......Page 162
Process Assessment as a Means to Improve Quality in IT Services......Page 185
Quality Management of Corporate Data Assets......Page 210
Quality of Cloud Services......Page 227
Focused Improvements of IT Service Processes in a Complex Environment......Page 240
Application Management: Provide Service Quality from a Business Perspective......Page 252
Economic Aspects of Quality of Service for Internet Based IT Services......Page 263
Alignment of Perceptions in Information Technology Service Quality......Page 277
Framework for IT Service Value Engineering: Managing Value and IT Service Quality......Page 291
Compilation of References......Page 315
About the Contributors......Page 337
Index ......Page 344