A Quality Measurement Framework for IT Services
A Quality Measurement Framework for IT Services
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IT 服务质量衡量框架
DOI：
10.1109/srii.2011.84
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发表时间：
2011
期刊：
影响因子：
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通讯作者：
Alain Renault
中科院分区：
文献类型：
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作者：
Marion Lepmets;Eric Ras;Alain Renault
我们的研究旨在通过在行业中进行一系列的研究来评估流程改进对IT服务质量的影响。为了做到这一点，我们首先建立了一个框架，IT服务质量的措施和指标。基于无法衡量的东西就无法改进的事实，本文提出了IT服务质量的衡量标准。我们适应两个广为人知的质量度量框架的软件工程的IT服务。本文将ISO/IEC 25010中描述的软件产品质量模型和实用软件和系统测量的质量测量框架应用于IT服务质量属性，这些属性来自ITIL、ISO/IEC 20000和SERVQUAL。这项研究的结果是，我们将有信息技术服务质量的措施，业界可以收集，以评估他们的进展。
Our research aims to evaluate the impact of process improvement on IT service quality by conducting a series of studies in industry. In order to do that we first establish a framework for IT service quality measures and indicators. Stemming from the fact that you cannot improve what you cannot measure, this paper proposes IT service quality measures. We adapt two widely known quality measurement frameworks of software engineering to IT services. We apply the software product quality model described in ISO/IEC 25010 and the quality measurement framework of Practical Software and Systems Measurement to the IT service quality attributes, which are derived from ITIL, ISO/IEC 20000 and SERVQUAL. As a result of the study, we will have IT service quality measures that industry can collect in order to evaluate their progress.