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.