PROCESS-ORIENTED QUALITY MANAGEMENT FOR I T SERVICE PROVIDERS

In the environment of growing competition in the area of information a nd communications services the quality of services offered is becoming an increasingly important issue. In practice IT service companies oft en lack a precise definition of their services including quality-of-se rvice parameters, suitable processes for realizing service quality and reliable technical resources for monitoring these quality parameters. The concept for a process-oriented quality management system for IT o perations developed by TTI in cooperation with leading #computer scien ce research institutions provides mechanisms for applying a systematic quality orientation to practical application. This paper reports on e xperience with the large computing center of an international telecomm unications group where this quality management system was implemented and certified according to ISO 9002.